How to use this calculator
- Enter or choose cases measured against the SLA.
- Enter or choose first-response breaches.
- Enter or choose resolution breaches.
- Enter or choose compliance target.
- The resolution breach rate updates as you type. Use Copy result or Share to keep it.
Method
Breach rate = Breached cases ÷ Cases measured × 100; Compliance = 100 − Breach rate; Allowed = ⌊Cases × (100 − Target) ÷ 100⌋
- Cases measured
- cases that had an SLA target in the period
- Target
- required compliance percentage
Worked example
- Resolution breach rate = 95 ÷ 1,250 = 7.6%, so compliance is 92.4%.
- First-response breach rate = 40 ÷ 1,250 = 3.2%.
- At 95% compliance, 5% of 1,250 = 62.5, so 62 breaches are allowed; 95 − 62 = 33 too many.
7.6% of cases breached the resolution SLA, missing a 95% target by 33 cases.
What the result means
Break breaches down by priority, queue and hour of arrival before adding staff: breaches often cluster in one queue or outside staffed hours.
Assumptions and limits
- Each case is counted once per SLA type.
- Product names such as Salesforce are trademarks of their owners. This calculator is independent, is not affiliated with or endorsed by any CRM vendor, and uses only the figures you enter.
- Cases paused for customer replies need consistent rules, or rates will not be comparable between periods.
- Open cases that are already overdue are only counted if you include them.
Questions
Should open cases count?
Count cases that closed in the period plus open cases already past their due time; otherwise breaches hide in the backlog.
Is uptime SLA the same thing?
No. Uptime SLAs measure service availability; the Uptime SLA Downtime Calculator covers those.