Targets, progress and status
SLA compliance heatmap
Colours service and period cells by SLA compliance or deviation from a threshold.
- Table
- Performance against target
- Exception detection
What it answers
Which services meet the agreed SLA?
- Shape
- Service-by-period coloured grid
- What it shows
- Compliance patterns and exceptions.
Example
The question
Which services missed their service level, and when?
Share of tickets resolved within the service level, by month (target 95%)
Illustrative data. It belongs to no company.
When to use it
Use it when
Operational monitoring with clear eligible-event definitions.
Avoid it when
Tiny or missing denominators without disclosure.
How to read it
Read compliance rate and threshold at each service-period cell.
Note
Keep eligible-count and compliant-count definitions consistent.
The data you need
- Layout
- Long table
- Fields
- Service: text; Period: date/text; CompliantCount,EligibleCount: integers; Threshold: numeric fraction
- One row is
- One service-period compliance measure. What is the grain?
- Rules
- Require 0 <= CompliantCount <= EligibleCount. A zero denominator means unavailable, not zero compliance.
- Optional
- Alternative precomputed ComplianceRate with documented denominator.
- Preparation
- Calculate CompliantCount/EligibleCount for each service-period and compare with its own SLA threshold.
- Units
- Compliance =Compliant/Eligible events. Rate differences fromthreshold use percentage points, not relative percent.
Worked example
Compliant 95, eligible 100, threshold 95% meets target. Next period 90/100=90% misses by 5 percentage points.
| Service | Period | CompliantCount | EligibleCount | Threshold |
|---|---|---|---|---|
| Support | 2026-01 | 95 | 100 | 0.95 |
| Support | 2026-02 | 90 | 100 | 0.95 |