SLA dashboard template

This SLA dashboard template measures completed eligible tickets against explicit account/priority targets. The workbook shows eligible cases, met targets, breaches, unknown outcomes and a simplified credit scenario by account. It contains separate ticket evidence and a target register, with live formulas joining them. The existing SLA guide owns the explanation of the measure; this download is the runnable artifact.

What to enter

On Tickets, enter ticket ID, customer ID, priority, measured response and resolution hours, an eligible Yes/No flag and reason/reference. Hours must follow the agreed clock and pause rules. Replace the three account IDs in Dashboard A13:A15. Its target register holds one account/priority row, response and resolution targets, monthly fee, per-breach rate and monthly cap. These are synthetic assumptions, not standard credit terms.

Use the workbook

1. Agree the ticket population and clock using a reporting policy, then enter measured elapsed hours. Retain excluded cases with their eligibility flag.
2. Replace account/priority targets and the sample fee and credit assumptions with the applicable reviewed terms. Each key must match exactly once.
3. Read unknown outcomes alongside attainment, review breaches and verify the simplified credit calculation against the actual agreed clause before any commercial action.

Keep the amber inputs separate from the pale blue calculation columns. The Tickets sheet has 20 formula rows (13–32), Dashboard has three account outputs (13–15) and seven target rows (26–32). If you need more records, extend every affected formula and summary range together, then check a first, middle and final row. Save a dated working copy before replacing the sample.

The synthetic example

C-501 has two eligible sample tickets: one meets both targets and one breaches response. Attainment is 50.0%. With a $10,000 monthly fee and 2% per breach, uncapped credit is $200 and the 10% monthly cap is $1,000, leaving a $200 scenario. C-503 has a missing resolution time, so its unknown outcome remains visible and attainment is n.a. rather than a reassuring zero or 100%.

How the results update

Calculations require a unique complete target, unique ticket ID, listed dashboard account and usable measured hours. Blank or invalid targets and conflicting account fees/caps produce Unknown. Met requires both targets. Any unknown eligible outcome blocks account attainment. Credit is monthly fee times the per-breach rate, summed by account and capped. Excluded tickets stay outside attainment; zero targets or rates are legitimate inputs.

Limits and a useful next step

The credit formula models only the stated sample clause. Real clauses can use bands, claims windows, exclusions or different populations and need a separately agreed calculation. This workbook does not infer calendars, read contract text, decide legal liability or issue credits. It is a completed-eligible-ticket view and does not replace an open-overdue snapshot. Keep unknown outcomes and matched-target exceptions in the review.

For the underlying method, read sla attainment per account. sla attainment denominator rules covers the adjacent question. If you want to review the required fields and one reporting output, discuss your setup. Views depend on your records and agreed definitions.