SLA compliance formula in Excel or Google Sheets
Put the inputs in column B from row 2, then paste the formulas below. They work the same in Excel and Google Sheets.
| Cell | What | Value or formula | Example |
|---|---|---|---|
| B2 | Tickets with an SLA | 3000 | 3000 |
| B3 | Tickets that breached the SLA | 165 | 165 |
| B4 | Target compliance (%) | 95 | 95 |
| B6 | SLA compliance (%) | =ROUND((B2-B3)/B2*100,1) | 94.5 |
| B7 | Breaches allowed by the target | =ROUNDDOWN(B2*(1-B4/100),0) | 150 |
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Frequently asked questions
- How do you calculate SLA compliance?
- Subtract breached tickets from all tickets with an SLA, divide by that total and multiply by 100. 165 breaches on 3,000 tickets is 94.5% compliance.
- What is a good SLA compliance rate?
- Most support teams target 90–95%. Contracts often promise 95% or more for urgent tickets. A target of 100% usually leads to gaming, such as pausing the clock.
- Why does SLA compliance look good while customers complain?
- The SLA may measure the wrong moment, like a first reply that does not help. Pair it with resolution time and CSAT so that fast but useless answers are visible.
About the author
Abdessamad Ghanem
Customer Experience & Customer Success Consultant · Founder of Clarivoxx
Abdessamad Ghanem works across Customer Support, Sales, Customer Success, Account Management and Partner Management. He writes Clarivoxx Insights for B2B SaaS professionals who own retention, adoption and customer outcomes.