Mock data
Command CenterKPI CatalogSLA Compliance

SLA Compliance Needs Review

Operations · Hugo Bernard — Customer Ops·Source: SQL Database·Refresh: Daily
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Definition
Percentage of customer tickets resolved within their contractual SLA window.
Formula
Tickets Resolved Within SLA / Total Tickets Closed × 100
Source System
SQL Database
Data Owner
Hugo Bernard — Customer Ops
Refresh frequency
Daily · last refresh 2026-05-15 20:21 UTC
Used in dashboards
Customer Ops Cockpit
Related KPIs
customer-retention
Known limitations
Currently includes auto-closed tickets, which may inflate the number. Needs review by Customer Ops before Board reporting.
Trend · last 10 periods
96.4%
Current period
100.7%100.0%99.3%98.7%98.0%Aug 25Sep 25Oct 25Nov 25Dec 25Jan 26Feb 26Mar 26Apr 26May 26
Why did this move?
Two P1 incidents in mid-April breached SLA on 132 tickets. Backlog from EU region not fully cleared during May 1 holiday week.
AI Explanation
SLA Compliance is Percentage of customer tickets resolved within their contractual SLA window.
Ask OpenKPI Agent
72%
Confidence Score
Use with care
Composite of data quality, freshness, completeness and definition stability.
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