Support / Customer Success
SLA Attainment ~ (aka "SLA compliance", "SLA %", "percent within SLA")
The share of tickets handled within the response or resolution time promised in the service agreement.
The fork, why two teams get different numbers
Which SLA and how time is counted both fork.
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: ITSM / SLA-management convention - no single standards body