Tool
SLA Response Time Calculator
Check whether support responses meet internal or client SLA targets — overall and by priority tier.
Summary
Compliance = within-SLA tickets ÷ total × 100. 95%+ is typical healthy SLA hit rate. Below 85% signals process or capacity issue.
SLA compliance
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Typical SLA bands
- P1 (critical, service down): response < 1 hour, resolve < 4 hours
- P2 (major feature broken): response < 4 hours, resolve < 1 day
- P3 (minor issue): response < 8 hours, resolve < 3 days
- P4 (question / enhancement): response < 1 day, resolve when able
How to improve SLA compliance
- Route P1/P2 tickets to on-call immediately
- Auto-escalate when SLA clock is 75% elapsed
- Track SLA by agent and by priority — find the pattern
- Publish SLA performance weekly to the team
Common pitfalls
- Over-promising to win a contract, then missing SLA
- SLA clock pauses abused to game compliance
- No clear priority definitions → agents guess
Frequently asked questions
SLA or SLO?
SLA is a contractual promise. SLO is an internal target. Internal SLO should be stricter than the external SLA.
Next step
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