SLA breach cost calculator: what missed response targets cost
A missed SLA costs more than the credit. Enter last month's tickets and attainment to see the breaches, the credits owed and the time spent putting things right.
Total cost of breaches
$1,600
Breached tickets
80
Breaches above your allowance
30
Credits owed
$800
The allowance is the number of misses your promised attainment still permits. Anything above it is where staffing, routing or a looser target should be discussed.
Questions
What counts as an SLA breach?
A ticket that was not answered or resolved inside the time your agreement promises, for example a first response later than the target.
What is the allowance?
If you promise 95 percent attainment, 5 percent of tickets may miss the target without breaking the promise. Misses beyond that are breaches of the commitment itself.
Do all SLAs include credits?
No. Some agreements only set targets. Enter zero for the credit if yours has none, and the tool will count follow-up time only.
What is the hidden cost of a breach?
The credit is only part. Someone usually writes an apology, pulls a report or joins a call, and that time adds up quickly.
How can I reduce breaches?
Check where the misses cluster, such as one queue or one hour. Fix staffing or routing there before you change the target.
Link to this page
Free to use and share. If it helped, a link back is the best thanks.
<a href="https://flatdeskfinal.vercel.app/free-tools/sla-breach-cost-calculator">SLA breach cost calculator</a>Guides that go with this tool
- How to set up a support SLA your team can actually meetHow to choose first reply and resolution targets, handle business hours and pending tickets, and report attainment honestly.
- Write an SLA customers can read: plain-language response promisesHow to turn your internal response targets into a short customer-facing SLA in plain language, with business hours, exclusions and what happens when you miss.
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