SLA Compliance Calculator
Calculate the percentage of cases completed within the agreed service level agreement.
How SLA compliance works
SLA compliance is the percentage of cases or tasks completed within the agreed service level agreement. It is a headline measure of whether a team is meeting its commitments.
Enter the total number of cases and how many were completed within the SLA window. The calculator also shows how many fell outside the SLA.
A compliance percentage alone does not describe severity, response-time distribution, priority or customer impact. 95% may be excellent for one service and unacceptable for another — always read it in context.
The formula
SLA compliance = Cases within SLA ÷ Total cases × 100
Divide the number of cases completed within the SLA by the total number of cases and multiply by 100. Outside SLA = total minus within SLA.
Worked example
950 cases within SLA out of 1,000
950 ÷ 1,000 × 100 = 95%. So 50 cases fell outside the SLA.
Frequently asked questions
Is 95% compliance good?
It depends on the service, the SLA target and the cost of a miss. A 95% that targets 99% is a problem; a 95% that beats the target may be fine. Always compare against the agreed target.
What does the compliance percentage not tell me?
It hides severity, how badly the SLA was missed, which customers were affected, and the pattern over time. Track response-time distribution and priority separately.
How is compliance different from average response time?
Compliance measures the share of cases meeting the target. Average response time can look fine while many cases still miss the SLA, because a few very slow cases pull the average.
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