SLA Calculations

[jalenben1]

I am trying to compute the SLA% of 109 tickets. Of the 109 tickets there were 35 tickets that were met and 56 tickets were missed and 18 tickets that were identified as N/A because it is not measured. How would I calculate the over all SLA%?

 

[SkipVought]

Hi,

Please clarify your lingo.

Skip,

_{Just traded in my old subtlety...
for a NUANCE!}

 

[jalenben1]

I have 109 tickets for the month of April. I am trying to calculate the SLA% which is measured by tickets that were Met or Missed.

Of the 109 tickets

35 tickets that were met.

56 tickets were missed

18 tickets that were identified as N/A because it is not measured.

How would I calculate the over all SLA%?

Am I to take the total number of tickets and divide the number of Tickets that were Met and the number of tickets that were Missed?

 

[SkipVought]

Doesn't it depend on the particulars of YOUR Service Level Agreement, which may be different than the terms of some other Service Level Agreement?

Skip,

_{Just traded in my old subtlety...
for a NUANCE!}

 

[jalenben1]

Yes it does depend on the particulars of the SLA

 

[SkipVought]

So what are the terms of your SLA, in order to calculate correctly?

Skip,

_{Just traded in my old subtlety...
for a NUANCE!}

 

[tcsbiz]

What are the parameters of the percentage calculation? Do you want to know the percentage of tickets that were met? That would be (35/109) * 100 = 32.1%.

Define what you mean by overall percentage?