Track and manage order timelines with GroWrk SLAs

GroWrk’s Service Level Agreement (SLA) system defines clear expectations for order fulfillment timelines across different countries and order types. This gives IT and ops teams the confidence to plan device logistics with reliable, region-specific estimates, backed by GroWrk’s global fulfillment network.

Before getting started, make sure your GroWrk account has access to the SLA Dashboard under the Support section. Once you're in, you’ll be able to view SLA definitions, regional timelines, and specific conditions that may affect order completion.

Some of the key benefits of this feature include:

• Reliable planning: Know exactly how long each type of order takes in every supported country
  
  
• Improved accountability: SLA tracking ensures orders meet consistent fulfillment benchmarks
  
  
• Transparent exceptions: Timeframes that depend on third-party or client-side action are excluded from SLA calculations
  
  

Getting started with SLA tracking

You can view SLA expectations and definitions by navigating to Support → Service Level Agreement in your GroWrk Dashboard.

This page includes:

• SLA definitions and how timelines are measured
  
  
• A full SLA table by country and order type
  
  
• Time exclusions and exceptional conditions that may impact delivery
  
  

What you’ll see

Key definitions

• Order Type: The service requested by a client (e.g., Purchase for Employee, Collection, Maintenance)
  
  
• SLA Days: The number of business days GroWrk commits to completing the order from placement to completion
  
  
• Order Completion: Varies by service type:
  
  
  • Delivered for Purchase/Assign to Employee
    
    
  • Ready to use at the warehouse for Inventory, Maintenance, Swap, and Collection
    
    
  • Resolved for lifecycle services (e.g., Recycled, Destroyed, Donated)
    
    

⚠️ Some non-standard statuses like “Kept” or “Lost by Employee” can also mark an order as complete when recovery is no longer possible.

SLA days by country

You’ll find a country-by-country SLA breakdown for each supported order type.

To see the full global SLA chart, visit the Service Level Agreement page.

What’s excluded from SLA tracking

SLA tracking only counts the time GroWrk is directly responsible for. The system automatically pauses SLA timers during the following scenarios:

• Waiting for client approval or payment
  
  
• Awaiting information from the client or employee
  
  
• Legal or preventative holds
  
  
• Self-delivery or other coordination-based actions outside GroWrk’s control
  
  

This ensures your SLA metrics reflect accurate, fair measurements based only on GroWrk-managed activity.

Why it matters

Integrating SLA visibility into your GroWrk experience helps IT, procurement, and operations teams:

• Set realistic expectations with stakeholders
  
  
• Hold service providers accountable
  
  
• Plan onboarding, offboarding, and refresh cycles with greater precision
  
  

As GroWrk continues to expand its global coverage, SLA visibility ensures that consistent standards are met, regardless of where your team operates.

Optimize your IT planning with GroWrk SLAs

GroWrk’s SLA system provides your team with clear visibility into global order fulfillment timelines, empowering IT and operations leaders to plan confidently, avoid delays, and meet employee needs with precision. With region-specific benchmarks and built-in exception handling, you’ll always know what to expect, no matter where your team operates.

As we continue enhancing SLA visibility and automation, you can expect tighter tracking, proactive alerts, and deeper integration into your IT workflows. Our goal is to help you maintain consistency, streamline lifecycle operations, and scale with ease.

If you’d like to see how GroWrk’s SLA insights can strengthen your global IT operations, book a demo. Our team will walk you through how GroWrk helps you stay on track, on time, and in control.