Definition The percentage of requests handled within the agreed service levels.
Example 460 of 500 support tickets resolved within the agreed time gives 92% SLA compliance.
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Choose your role to see what this term means in your work.
Why it matters It shows whether service promises are being kept.
Where it is used Customer service dashboards and supplier reviews.
How to calculate it Requests within SLA ÷ total requests × 100
Worked example 460 of 500 support tickets resolved within the agreed time gives 92% SLA compliance.
