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SLA compliance calculator

Set your first-response and resolution targets and the hours your team works, then paste a sample of conversations. You get the share that met each target and every breach. Free, with no sign-up.

Targets and sample conversations

Targets, in business hours
Business hours

One per line: when it was opened, the first reply and, if you track resolution, when it was resolved. Use 2026-11-03 09:15 times, and paste the columns straight from a spreadsheet or help desk export.

No conversations yet.

First response compliance, 4h target

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Add sample conversations to see how many met the target.

How to calculate SLA compliance

An SLA clock starts when a customer writes in and stops when you reply, or when the conversation is resolved. Compliance is the share of stopped clocks that stopped in time.

Compliance = conversations within target ÷ conversations measured × 100

Measure in business hours unless you promise round-the-clock support.

  1. Pick the clock

    First response measures how long customers wait to hear from you. Resolution measures how long until the problem is solved.

  2. Measure in business hours

    Count only the time inside your working hours and days. A weekend doesn't count against a weekday team.

  3. Compare with the target

    Each stopped clock is met or breached. Divide the met ones by all the measured ones.

Example: a 4-hour first-response target, 09:00 to 17:00 on weekdays
Opened
Friday 16:20
First reply
Monday 09:35
Business hours waited
40m + 35m = 1h 15m
Target
4h
Counted as
Met

Common SLA targets

Starting points, not benchmarks. Set targets you can keep, publish them, and tighten them as you get faster.

Common SLA targets by channel
ChannelFirst responseResolution
Live chatUnder 5 minutesSame session
Email, standard4 to 8 business hours2 to 3 business days
Email, urgent or high-value1 business hour1 business day
GitHub issues or community1 business dayVaries by fix

How to meet more of your targets

Most breaches cluster in a few hours of the week. Find them before you hire.

Look at when breaches happenLate Friday and first thing Monday are the usual culprits. Cover those hours before stretching the whole rota.
Answer the easy ones firstSaved replies close common questions in seconds, so the queue has room for the hard ones.
Route by priorityGive urgent and high-value customers a tighter target and a queue of their own, so they don't wait behind routine questions.
Pause the clock honestlyWhen you're waiting on the customer, snooze the conversation, so the time isn't counted against you.
Deflect what you canEvery question your help center answers is one fewer ticket racing the clock.
Publish your targetsCustomers who know you reply within four hours don't chase after one.

SLAs in Quackback

Track SLAs on every conversation, not a sample

Quackback runs a default SLA on every conversation, on every plan, with first-response and resolution targets. Clocks follow your office hours and holidays, and pause while a conversation is snoozed. Analytics shows attainment for each clock and a heatmap of breaches by hour. This is a demo workspace: click around.

How SLA policies work
Updated 5 minutes ago

Top requests

SLA attainmentMet and breached for first response, next response, time to close and time to resolve.
Breaches by hourA heatmap of when breaches happen across the week, so you staff the right hours.
SLA policies on BusinessDifferent targets by team, customer or priority, on top of the default SLA.

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Common questions

How do you calculate SLA compliance?

Count the conversations whose clock has stopped, such as those with a first reply. Of those, count how many stopped within the target. Compliance is met ÷ measured × 100. With 46 of 50 first replies inside a 4-hour target, compliance is 92%, with 4 breaches.

Should SLA targets count business hours or calendar hours?

Use the hours your team actually works. A message sent at 18:00 on Friday to a team that works 09:00 to 17:00 on weekdays hasn't waited at all by Monday morning in business hours, but has waited 63 hours on the calendar. If you promise round-the-clock support, count every hour instead.

What is a good first response time SLA?

It depends on the channel and the customer. Live chat is usually measured in minutes, email in hours, and many B2B teams promise a first reply within one business day, with tighter targets for urgent or high-value customers. Pick a target you can meet at least nine times in ten, then tighten it.

What compliance rate should we aim for?

Many teams aim for 90 to 95% of conversations within target. A rate near 100% often means the target is too loose to mean much; a rate below 80% means it's a promise you aren't keeping.

Do open conversations count as breaches?

Not here. The calculator only counts conversations whose clock has stopped, so an unanswered conversation isn't measured until it gets a reply. Help desks that track SLAs live will flag it as breached the moment its target passes.

Is my data sent anywhere?

No. The calculator runs in your browser. It saves your inputs in this browser so they're here next time, and a share link carries them in the URL only when you copy one.

Have another question? Talk to the team.

Track every SLA, not a sample

Start free trialGet the SLA policy template