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Operations and customer-support teams

Service-Level and SLA Report Template

Measure response times, resolution times, SLA attainment, backlog, and aging.

Useful metrics

  • SLA attainment
  • First-response time
  • Resolution time
  • Backlog aging

Data fields to look for

  • ticket_id
  • priority
  • team
  • opened_at
  • first_response_at
  • resolved_at
  • sla_due_at

Example question

Show SLA attainment, median response time, and unresolved ticket aging by priority and team.

Validation checklist

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