SLA reporting-policy worksheet

This SLA reporting-policy worksheet records what a service report actually measures before a percentage appears in a dashboard. It makes the clock, eligible tickets, exclusions, reopening treatment and calendar explicit for each account or segment. Live completeness counts keep missing prerequisites visible. Use the artifact to agree a reporting definition with operations and the people responsible for the applicable contract.

What to enter

Enter a policy ID, account or segment, clock, eligible population, exclusions, reopen rule, calendar reference, owner, agreement date and version. The sample distinguishes 24x7 time from business hours and a completed-ticket population from an open-overdue snapshot. A calendar reference identifies the maintained calendar; it is not a holiday list embedded in this workbook. Write None when no exclusions apply.

Use the workbook

1. Describe the measured event and population before setting targets: first response, final resolution and open overdue work answer different questions.
2. Record the clock, approved pauses, calendar and reopening rule from the applicable agreed policy. Resolve contradictory or absent definitions with the responsible owner.
3. Record the agreement date and version. Use only Complete specifications when configuring a later reporting calculation, and retain earlier versions for comparisons.

Keep the amber inputs separate from the pale blue calculation columns. The worksheet has 20 prefilled detail rows, from 13 through 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

POL-01 defines all required fields and has an agreement date, so it is Complete. POL-02 is waiting for agreement. POL-03 has a blank exclusion rule and POL-04 lacks an owner. The sample therefore shows one complete, one awaiting agreement and two incomplete policies. Adding a date to POL-03 alone does not repair the missing exclusion rule.

How the results update

The calculated status first tests the required policy fields, then the agreement date. It does not infer a blank rule from the team default. Summary counts read the row statuses. This makes the worksheet useful during policy review even though it contains no raw ticket timestamps: updating a missing field or agreement immediately changes the completion result.

Limits and a useful next step

A complete policy record is a usable specification, not a legal opinion or proof that the service met it. The workbook does not subtract business hours, choose an authoritative contract, calculate credits or decide how to reset reopened tickets. Apply the agreed rules in a separate measured dataset. When two accounts use different policies, report those differences instead of comparing an unlabeled overall percentage.

For the underlying method, read sla attainment per account. sla business hours calculation 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.