Plain-language questions
Ask for SLA compliance per month, customer or product in the SQL Explorer with AI. The AI writes the SQL, you see the query and run it yourself; the AI only receives metadata.
KPI · Customer service
SLA compliance: formula and example.
SLA compliance is the percentage of tickets answered or resolved within the timeframe agreed in a service level agreement (SLA). An SLA sets out, per priority or customer group, how quickly you must respond and resolve. The KPI shows whether you are keeping the promises made to customers.
SLA compliance formula
Number of tickets within the SLA timeframe ÷ total number of tickets with an SLA timeframe × 100%
Worked example
Acme Groothandel has agreed with its business customers that tickets will be resolved within one working day. In March 1,200 tickets fell under that agreement, and 1,104 were resolved on time. SLA compliance is 1,104 ÷ 1,200 × 100% = 92%.
Fictitious figures for Acme Groothandel, a sample wholesaler.
How to read this KPI
Higher SLA compliance means you deliver what you promised more often. Look by priority and by customer: an average of 92% can hide the fact that the highest-priority tickets are the ones running late. Compare with the target in the SLA itself, which often includes a minimum percentage.
Pitfalls with SLA compliance
- Leaving out open tickets that have already breached, which overstates compliance.
- Using calendar hours when the SLA is agreed in business hours, or the other way round.
- Mixing response and resolution targets: an SLA can set a separate standard for each.
SQL & DAX
Calculating SLA compliance in SQL and DAX
Two examples on a fictitious data warehouse for Acme Groothandel: a PostgreSQL query and a measure for a Power BI model. Adjust table and column names to your own model.
SELECT date_trunc('month', sla_due_at)::date AS month,
COUNT(*) AS tickets_with_sla,
COUNT(*) FILTER (WHERE resolved_at <= sla_due_at) AS within_sla,
ROUND(100.0 * COUNT(*) FILTER (WHERE resolved_at <= sla_due_at)
/ NULLIF(COUNT(*), 0), 1) AS sla_compliance_pct
FROM tickets
WHERE sla_due_at IS NOT NULL
AND (resolved_at IS NOT NULL OR sla_due_at < now())
AND sla_due_at >= current_date - interval '12 months'
GROUP BY 1
ORDER BY 1;Tickets with SLA = CALCULATE(COUNTROWS(Tickets), NOT ISBLANK(Tickets[SlaDueAt]))
SLA Compliance % =
DIVIDE(
COUNTROWS(FILTER(Tickets, NOT ISBLANK(Tickets[ResolvedAt]) && Tickets[ResolvedAt] <= Tickets[SlaDueAt])),
[Tickets with SLA]
)In ENABLE
Tracking this KPI in ENABLE
In your Power BI dashboard
Define the KPI as a measure in your Power BI model and show it in the portal, with "Last refreshed" next to it. Access profiles and optional row-level security decide who sees which figures.
Custom dashboards (pilot)
Add the KPI as a tile to a custom dashboard, compared with last year. The Dashboard Builder is a pilot and can be switched on per client.
Monthly targets
With the built-in Targets app you set a target for the KPI per month, so you see actuals and target side by side.
FAQ
Frequently asked questions
How do you calculate SLA compliance?
Divide the number of tickets handled within the agreed timeframe by the total number of tickets with an SLA timeframe and multiply by 100%. With 1,104 of 1,200 tickets on time, SLA compliance is 92%. Count open tickets that have already passed their deadline as breaches.
What is the difference between an SLA and a KPI?
An SLA is an agreement with a customer about the level of service, such as a one-working-day resolution time. A KPI is a measure you manage by, such as the percentage of tickets within that time. SLA compliance is the KPI that shows whether the SLA is being met.
What happens if you miss your SLA?
That depends on the contract; sometimes there is a service credit or penalty, sometimes only an obligation to report. Even without a penalty, consistently missing the SLA damages customer trust.
Further reading
- KPI libraryCustomer service KPIs: formulas and examplesCustomer service KPIs measure how quickly and how well customers are helped. The data comes from your help desk and telephony, and becomes more useful next to customer and order data.Read more
- ResourcesHow to build a KPI dashboard: steps and examplesA KPI dashboard is an overview of the key figures you use to steer towards your goals, such as revenue, margin, on-time delivery or absenteeism. A good KPI dashboard does not start with the software, but with the decisions it needs to support. You then choose a limited number of KPIs, define them, sketch the dashboard and only then build it.Read more
- SolutionPower BI dashboard portal: share dashboards securelyShare your Power BI dashboards securely in your own portal, with role-based access.Read more
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