Free calculator
SLA Compliance Calculator for Facility Teams
Service level agreements only work if you measure them the same way every month. Enter how many tickets or tasks you handled, how many closed within SLA and your open backlog to see compliance, the gap to your target and how many days of work are waiting.
SLA compliance
85.0%
5.0 points below your 90% target
- SLA breaches
- 180
- More on-time to hit target
- 60
- Backlog
- 2.0 days
- Breach rate
- 15.0%
SLA compliance = tickets closed within SLA ÷ total tickets × 100. Backlog days = open tickets ÷ average daily closures.
How it is calculated
- SLA compliance
- Tickets closed within SLA ÷ total tickets × 100
- On-time tickets needed to hit target
- Target % × total tickets − tickets within SLA
- Backlog in days
- Open tickets ÷ average tickets closed per day
Frequently asked questions
What is a good SLA compliance rate?
Many facility teams target 90% or more for routine requests and higher for critical ones. The right target depends on how the SLA clock is defined; agree on start and stop events first, then set targets per priority.
Should response and resolution SLAs be measured separately?
Yes. Response SLA measures how fast someone acknowledges and starts work; resolution SLA measures how fast the issue is fixed. A team can respond quickly but resolve slowly, and the two point to different problems.
What does backlog in days tell me?
How long it would take to clear today’s open tickets at your normal closing rate if no new tickets arrived. A rising number means demand is outgrowing capacity, even if SLA compliance still looks acceptable.
How does humblx track SLAs?
Every request in Desk Management and every work order in Facility Maintenance carries an SLA clock by category and priority, escalates automatically before breach, and feeds live compliance dashboards by team, vendor and location.
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