SLA Attainment
The share of tickets where the MSP met the response and resolution times promised in the client agreement.
Formula
Tickets meeting all SLA targets ÷ SLA-covered tickets × 100
Why Track It
The SLA is the promise in the contract. Missing it is a renewal risk and in some agreements a credit, so attainment is the number an account manager needs before every business review.
How It Is Measured
For every ticket covered by an SLA, check whether the response, plan and resolution targets for its priority were met. Divide tickets that met every applicable target by all SLA-covered tickets in the period. Report by priority and by client. Exclude time in a paused status only where the agreement allows it. Source: the PSA SLA tracking fields.
Constraints
Only meaningful if SLA definitions and priorities are configured correctly in the PSA. It reports on promises, so a loose SLA can read 100% while clients are unhappy.
Measurement Note
LogMeIn says MSPs should aim for 100% with best in class consistently above 95%. Kaptius says high performers reach 99% or more. Priority inflation is the trap: downgrading tickets to a looser SLA makes attainment look better while clients wait longer.
Referenced In
- PSA vs RMM: What Is the Difference?Answer
- What Does NOC Mean?Answer
- What Gross Margin Should I Target?Answer
- What Is a QBR, and Why Does It Matter?Answer
- What Should a Managed Services Agreement Include?Answer
- ITSM (IT Service Management)Glossary Term
- QBR (Quarterly Business Review)Glossary Term
- SLA (Service Level Agreement)Glossary Term
- TTFR (Time to First Response)Glossary Term
Related KPIs
- Endpoints per TechnicianThe number of fully managed endpoints supported for each service technician, a measure of delivery capacity and staffing efficiency.
- First Response TimeThe average time between a client submitting a ticket and the first human acknowledgment from the MSP.
- Mean Time to Resolve (MTTR)The average elapsed time from ticket creation to resolution for reactive client tickets.
Glossary and Answers
More in Service Delivery
Whether the MSP keeps its service promises and delivers projects and support at a sustainable labor cost. These numbers show where contracted commitments and technician capacity are drifting apart.
- Average Hands-On Time per TicketService Manager
- Endpoints per TechnicianService Manager
- Project Gross MarginProject Manager
- Tickets Closed per Technician per DayService Desk Manager