Support SLA Breach Rate Calculator
This ratio shows how often eligible tickets missed a specified SLA. Filter the same ticket population and define whether reopened or paused tickets count.
How to use this calculator
- Enter eligible tickets that breached sla, eligible tickets in scope using the same measurement window and units.
- Check the result and intermediate values, then change one input at a time when comparing scenarios.
- Keep the stated scope and assumptions attached to any result you share.
Formula and method
SLA breach rate = eligible tickets breaching the target ÷ all eligible tickets × 100.
- The SLA breach rate is about 4.94%.
- The rate alone does not explain causes or severity. Segment by priority, channel, category and target type for actionable analysis.
Worked examples
Worked example
42 breaches among 850 eligible tickets.
The SLA breach rate is about 4.94%.
The SLA breach rate is about 4.94%.
Understanding the result
The SLA breach rate is about 4.94%.
The rate alone does not explain causes or severity. Segment by priority, channel, category and target type for actionable analysis.
Important notes
The rate alone does not explain causes or severity. Segment by priority, channel, category and target type for actionable analysis.
Use measured inputs or documented assumptions, and validate important decisions with the appropriate source specifications or professional guidance.
Frequently asked questions
Should paused tickets count?
Apply the SLA’s pause rules consistently and document them.
Is a lower rate always enough?
Also review backlog age, severity, customer impact and exceptions.
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Related explanations
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This page provides a calculation tool plus explanatory information so you can understand what the result means and when the underlying method may not fit your situation.