SLA Calculator
Calculate your SLA compliance rate. Enter the number of tickets handled within the target time and the total number of tickets to get your compliance percentage and status.
Your data
Enter your numbers for the period you are reviewing (day, week, month):
Enter your numbers and click Calculate.
What is an SLA?
An SLA (Service Level Agreement) is your team's commitment to handle customer requests within a defined timeframe. It is the most tracked customer service metric because it directly impacts satisfaction.
An SLA is defined by a percentage and a delay. For example: "95% of calls answered within 60 seconds" or "90% of emails answered within 4 hours."
The formula: SLA met = (tickets within target / total tickets) x 100
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