Blog · Board and management reporting · Customer service
How a customer service leader measures service level attainment per account against the response and resolution targets in that account's own contract, rather than the team's default, from the ticket export and the contract register: attainment by priority per account, the accounts below their contracted level with a credit clause, the credits owed, the accounts receiving a higher level than they pay for, and the identity that ties ticket outcomes to contracted terms.
A support team reports 96 percent SLA attainment against its standard. Its three largest accounts signed tighter targets, and against those the team is breaching monthly, with credit clauses nobody has computed. The ticket export joined to the contract register measures each account against its own terms. This guide sets out per-account attainment, the credits owed, and the accounts over-served.
Per ticket:
Contracted response target and resolution target, by priority, from the account's contract Met response, met resolution, from timestamps
Per account, per month:
Attainment = tickets meeting both targets ÷ tickets Breaches by priority Credit owed, from the clause Over-service = contracted target − team default, where the team delivers faster than contracted
Account identifiers only.
every ticket is measured against exactly one target set: the account's contract, or the default, labelled
A ticket on an account with two contracts in force fails it and is listed.
| Account | Fee/month | Contracted P1 response | Team default | Tickets | Attainment vs contract | Attainment vs default | Credits owed | Reading |
|---|---|---|---|---|---|---|---|---|
| 4471 | $18,000 | 1 hour | 4 hours | 84 | 71% | 97% | $2,700 | Breaching; credit due |
| 2210 | $9,000 | 4 hours | 4 hours | 40 | 95% | 95% | none | On contract |
| 9034 | $12,000 | 8 hours | 4 hours | 61 | 100% | 93% | none | Over-served: paying for 8, getting 4 |
| 1187 | $6,000 | none | 4 hours | 22 | 91% | No contracted SLA |
Account 4471 looks like the team's best-served customer on the default and is breaching its own contract on three tickets in ten, with credits accruing the customer will eventually claim. Account 9034 pays for an eight-hour response and gets four, which is either a commercial upsell or a service the team is giving away.
Per priority: contracted targets across the base, so the team knows how many accounts it has promised one-hour response to. Per month: credits owed across the base, which is the number finance wants before the customers ask.
One SLA for all. The tightest contracts are breached invisibly.
Credits computed by the customer. They arrive as a claim, with interest in the relationship.
Over-service unmeasured. Premium delivered on a standard fee.
No-SLA accounts unflagged. Large accounts with no promise on paper.
Mapped once, the ticket export, the contract register and the team default produce attainment per account against its own terms, the credits owed and the over-service list every month. Covirage builds this from the exports as they are. The customer service page describes the setup, and the effort per account guide covers the cost side of the same accounts.
Because the team's standard is not what any particular customer signed. An account on a four-hour response contract measured against the team's eight-hour default shows 98 percent attainment while breaching its own contract on a third of tickets. The customer measures against the contract, and so should the report.
From the contract's credit clause: a percentage of the monthly fee per breach, or per point below a threshold, capped. The report computes what the clause says is owed, per account per month, so the credit is issued before the customer claims it, or the clause is renegotiated.
They are measured against the team's default, labelled as such, and shown separately. A large account with no contracted SLA is a commercial finding in itself.