SLA health

Three scorecards, deliberately not one blended number. A strong internal result would otherwise hide a weak partner one - and as the business sells to other businesses, partner expectations are the ones that tighten.

Service review pack

Internal

Meeting goal

Staff can route around a slow fix, so targets are the loosest.

SLA attainment · last 30 days

96%

50 of 52 resolved tickets inside target · goal 85%

Resolved: 52
Avg time to resolve: 1d 12h
Open now: 14
Open past target: 6

Severity	Target	Within
Critical	4h	1/2
High	1d	8/9
Medium	3d	14/14
Low	5d	27/27

Consumer

Below goal

Customers can't route around anything and will leave - tighter targets.

SLA attainment · last 30 days

75%

30 of 40 resolved tickets inside target · goal 90%

Resolved: 40
Avg time to resolve: 1d 20h
Open now: 2
Open past target: 0

Severity	Target	Within
Critical	2h	1/1
High	8h	6/9
Medium	2d	8/11
Low	4d	15/19

Partner

Below goal

Partners have contracts and their own customers waiting downstream - the tightest targets, and the highest goal.

SLA attainment · last 30 days

60%

18 of 30 resolved tickets inside target · goal 95%

Resolved: 30
Avg time to resolve: 1d 13h
Open now: 6
Open past target: 0

Severity	Target	Within
Critical	1h	1/2
High	4h	5/6
Medium	1d	4/9
Low	3d	8/13

Resolution-time targets

How long a ticket may stay open before it counts as a miss. This is the table the scorecards are computed against - read from configuration, not hardcoded into the scoring, and tighter for every step outward. Edit a cell to see the scorecards above recompute instantly; edits are saved in this browser only.

Audience	Critical	High	Medium	Low	Attainment goal
Internal	Internal Critical target, in hoursh 4h	Internal High target, in hoursh 1d	Internal Medium target, in hoursh 3d	Internal Low target, in hoursh 5d	Internal attainment goal, percent%
Consumer	Consumer Critical target, in hoursh 2h	Consumer High target, in hoursh 8h	Consumer Medium target, in hoursh 2d	Consumer Low target, in hoursh 4d	Consumer attainment goal, percent%
Partner	Partner Critical target, in hoursh 1h	Partner High target, in hoursh 4h	Partner Medium target, in hoursh 1d	Partner Low target, in hoursh 3d	Partner attainment goal, percent%

About these numbers: the 120 resolved tickets in the history behind these scorecards are generated by a seeded generator in this repository, not measured from any real system. Every percentage above is computed from that data plus the current queue, which includes a few real captured records - so it is real arithmetic, mostly on invented tickets but not entirely. Attainment counts only resolved tickets; the “open past target” figure is shown beside it because attainment alone can't see tickets that are still breaching.