SLA Compliance Report
Service level agreement performance
91.4%
Met SLA +1.2%
8.6%
Breached SLA 107 tickets
18m
Avg. First Response
1,240
Tickets This Period
3h 52m
Avg. Resolution Time
96.1%
Customer Satisfaction
Compliance Rate
SLA Compliance Trend · Last 6 Weeks
Compliance by Priority
Urgent82.0%
210 tickets · 1h target
High88.4%
356 tickets · 2h target
Medium93.6%
468 tickets · 4h target
Low98.1%
206 tickets · 8h target
Top Teams by Breach Rate
Billing Support
142 tickets handled
Technical Support
389 tickets handled
Onboarding
205 tickets handled
Account Management
504 tickets handled
SLA Breaches
| Ticket # | Customer | SLA Target | Actual Time | Breach Amount |
|---|---|---|---|---|
| #TCK-4790 | Grace Whitman | 4h | 6h 42m | +2h 42m |
| #TCK-4802 | Noah Petrov | 2h | 3h 15m | +1h 15m |
| #TCK-4809 | Lena Kowalski | 8h | 9h 05m | +1h 05m |
| #TCK-4815 | Amir Hussain | 4h | 4h 38m | +38m |
| #TCK-4821 | Priya Sharma | 2h | 2h 51m | +51m |
| #TCK-4828 | Marco Diaz | 8h | 11h 20m | +3h 20m |
| #TCK-4834 | Sofia Reyes | 4h | 4h 47m | +47m |
| #TCK-4841 | Daniel Cho | 2h | 3h 58m | +1h 58m |
| #TCK-4849 | Isabella Marchetti | 8h | 8h 33m | +33m |
| #TCK-4856 | Tariq Al-Mansour | 4h | 6h 09m | +2h 09m |