Two calculations support teams need every day: when a ticket is due under an SLA that only counts business hours, and how your SLA compliance compares with your goal.
Times use your device's time zone. Public holidays are not excluded.
The example numbers are a sample. Replace them with your own.
Due by
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SLA compliance
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On time
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Breaches allowed
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Due time within business hours
The calculator counts SLA time only while your business hours are open, then skips to the next working day. Set your opening and closing times and working days, or tick the 24/7 box if your SLA clock never stops. Times use your device’s time zone.
SLA compliance
Enter how many tickets the period had and how many breached the SLA. The calculator shows your compliance rate and compares it with your goal:
On target: how many more breaches the period could have had while still meeting the goal.
Below target: how many on-time tickets in a row it takes to get back to the goal at the same volume.
Setting SLA targets
Set first response and resolution targets separately; first response is the one customers notice most.
Use tighter targets for live channels such as chat and looser ones for email.
Most help desks, including the ones in our help desk rankings, let you set different SLA policies by priority or customer plan.
Frequently asked questions
What is an SLA in customer support?
A service level agreement sets how fast your team responds to and resolves tickets, such as a first response within 4 business hours. Help desks track each ticket against these targets and flag breaches.
How do business hours change an SLA due time?
The SLA clock pauses outside business hours. An 8-hour SLA on a ticket created at 4 pm on a Friday, with hours of 9 am to 5 pm on weekdays, is due at 4 pm the next Monday, not at midnight on Friday: one hour runs on Friday and the other seven on Monday.
How is SLA compliance calculated?
Tickets resolved or answered within the SLA, divided by all tickets in the period, times 100. 449 on-time tickets out of 480 is 93.5%.
Does this calculator handle holidays?
No. It skips non-working days you untick, but not public holidays. Add a day by hand when a holiday falls inside the SLA window.