SLA Compliance
Track service-level agreement performance across your tickets, including response and resolution compliance, at-risk tickets, and breaches.
Overview
The SLA Compliance page lets you:
- See organization-wide response and resolution compliance as percentage gauges, with the change versus the previous period
- Review how many tickets are tracked, at risk, or breached at a glance
- Watch compliance rates trend over time
- Compare compliance by ticket priority
- Drill into the specific tickets that are at risk or already breached
Navigate to the page
Go to Analytics → SLA (/analytics/sla). The Analytics navigation section is shown only to users with the reports.read permission. You can also reach this page from the Analytics → Overview dashboard, and use the Back button to return there.
Time period
A period selector in the page header controls every metric on the page. Available options:
| Option | Value |
|---|---|
| Last 7 days | 7d |
| Last 30 days (default) | 30d |
| Last 90 days | 90d |
| Last 12 months | 12m |
Compliance percentages are calculated from tickets created within the selected period.
How compliance is measured
Ascent compares each ticket's actual response and resolution time against the SLA target that applies to it:
- Response compliance — of the tickets created in the period that have received a first response, the percentage whose first response landed within the response target.
- Resolution compliance — of the tickets created in the period that have been resolved, the percentage resolved within the resolution target.
SLA targets are contract-aware: if a ticket's client has a contract with its own SLA terms, those targets are used; otherwise the organization's default SLA settings apply. Targets are evaluated using your configured business hours, so the SLA clock only advances during working hours when business hours are enabled.
When a metric has no qualifying tickets (for example, nothing was resolved in the period), the gauge shows N/A instead of a percentage.
Compliance gauges
The SLA Compliance Overview card shows two circular gauges:
| Gauge | What it measures |
|---|---|
| Response Compliance | Percentage of responded tickets that met their response target |
| Resolution Compliance | Percentage of resolved tickets that met their resolution target |
Each gauge displays the change versus the previous period of the same length (a +/- value). The change is only shown when both the current and previous periods have a comparable value. Gauge color reflects health: green at 90% or above, yellow from 70% to 89%, and red below 70%.
Summary
The Summary card next to the gauges shows three counts for the selected period:
| Metric | Description |
|---|---|
| Total with SLA | Count of all tickets created in the selected period |
| At Risk | Open tickets approaching an SLA deadline |
| Breached | Open tickets that have passed an SLA deadline |
At-risk and breach counts are evaluated against all currently open tickets, not just those created in the selected period.
Compliance trend
The Compliance Trend chart plots Response and Resolution compliance rates over time. Periods of two weeks or less are bucketed by day; longer periods are bucketed by week.
Compliance by priority
The Compliance by Priority table breaks response performance down per priority (CRITICAL, HIGH, MEDIUM, LOW):
| Column | Description |
|---|---|
| Priority | The ticket priority |
| Total | Responded tickets at this priority in the period |
| Compliant | How many met the response target |
| Breached | How many missed the response target |
| Compliance Rate | Compliant ÷ total, shown with a progress bar |
| Avg Response | Average first-response time, in hours |
| Target | The default response target for that priority, in hours |
At-risk tickets
The At Risk Tickets card lists open tickets approaching their SLA deadline — those with 20% or less of their SLA window remaining (for first response or resolution, whichever is closer). Each row shows:
- The ticket number (a link to the ticket), with a priority badge
- The ticket subject
- The client name and the assigned technician (or Unassigned)
- A countdown badge of the time remaining
Up to 10 tickets are shown, sorted by the least time remaining first. When there are none, the card reads No at-risk tickets.
Breached tickets
The Breached Tickets card lists open tickets that have already passed an SLA deadline (no first response after the response due time, or unresolved after the resolution due time). Each row shows the same ticket details as the at-risk list, with a badge showing how far past due the ticket is (for example, +2h 15m).
Up to 10 tickets are shown, sorted by the most overdue first. When there are none, the card reads No breached tickets.
Configuring SLA targets
SLA targets are not set on this analytics page. Your organization's default response and resolution times — per priority, plus the business-hours schedule the SLA clock follows — are configured in the Default SLAs section of the Ticket Customization admin page (Admin → Ticket Customization, /admin/ticket-customization). Saving these defaults requires the Owner or Admin role (the organization.update permission). Per-client contracts can override these defaults for that client's tickets.
Tips
- Check the At Risk card daily so you can act before a deadline is missed rather than after.
- If a gauge shows N/A, it means no tickets created in the period have a qualifying event yet (no first response for the Response gauge, or nothing resolved for the Resolution gauge) — widen the time range to see a percentage.
- Use Compliance by Priority to confirm your most urgent tickets (Critical/High) are getting the fastest responses, not just your overall average.
- Compare the period-over-period change on each gauge to confirm process changes are actually improving compliance.