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SLA Compliance

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What is SLA Compliance?

Service Level Agreement (SLA) Compliance refers to the degree to which a service provider meets the agreed-upon standards and expectations set in an SLA. These agreements are typically between businesses and their clients or between different departments within a company.

To ensure quality service delivery, they outline specific metrics, responsibilities, and expectations that need to be met.

Importance of SLA Compliance

SLA Compliance is crucial for several reasons:

  • Trust and Credibility: Meeting SLAs consistently builds trust with clients, showing them that a business is reliable and professional.
  • Performance Metrics: SLAs provide measurable metrics that can be tracked and analyzed, helping businesses identify areas of improvement.
  • Risk Management: Non-compliance can lead to penalties, lost business, or legal consequences. Monitoring compliance helps in risk mitigation.
  • Operational Efficiency: SLAs push organizations to streamline their operations, ensuring that resources are used optimally. For instance, efficient resource management can be a key factor in achieving SLA compliance.

Importance of SLA Compliance

Calculating SLA Compliance


SLA Compliance Percentage = (Number of Requests Met Within SLA/Total Number of Requests) × 100


Let’s say a ticket management software company has 100 support tickets in a month. If 95 of those tickets were resolved within the agreed SLA timeframe, the SLA Compliance would be:

SLA Compliance Percentage=(95/100)×100=95%

SLA Compliance vs Other Metrics

While SLA Compliance is a vital metric, it’s essential to differentiate it from other related metrics:

  • SLA Compliance vs Service Quality: Meeting an SLA doesn’t necessarily mean the service quality was high. It only indicates that the service met the agreed-upon time or performance metrics.
  • SLA Compliance vs Customer Satisfaction: A company might meet all its SLAs but still have unsatisfied customers due to other factors like communication or product quality.
  • SLA Compliance vs Operational Efficiency: While SLAs can push for efficiency, they don’t measure how efficiently resources are used. Tools like finance management software can provide insights into operational efficiency.
Metric Definition Purpose Example
SLA Compliance Percentage of service requests met within the agreed-upon SLA Ensures that service is delivered within predefined parameters. Assesses adherence to agreed-upon standards. 95% of tickets resolved within 4 hours.
Customer Satisfaction (CSAT) Survey-based metric where customers rate their satisfaction on a scale (e.g., 1-5) Gauges immediate customer sentiment after a service interaction. Average score of 4.2 out of 5.
Net Promoter Score (NPS) Measures customer loyalty by asking how likely they are to recommend a company/service (on a scale of 0-10) Predicts business growth. Differentiates between promoters (9-10), passives (7-8), and detractors (0-6). NPS score of 30.
Customer Effort Score (CES) Asks customers to rate the ease of their service experience (e.g., “Very Easy” to “Very Difficult”) Determines how much effort customers had to exert to get their issue resolved. Aims to minimize customer exertion. Average score of “Easy”.

How SLA Compliance is Used?

SLA Compliance is used in various ways:

  • Performance Analysis: Businesses can analyze their performance over time and identify trends or areas of concern.
  • Resource Allocation: By monitoring SLA compliance, companies can allocate resources more effectively, ensuring that high-priority tasks are addressed promptly. This is where tools like resource management software come into play.
  • Client Reporting: Regularly reporting on SLA compliance can keep clients informed and build trust.
  • Contract Renewals and Negotiations: Demonstrating high SLA compliance can be a strong point during contract renewals or negotiations with potential clients.

Ready to Achieve SLA Compliance?

KEBS, a leading PSA Software, offers modules that can significantly aid in achieving and maintaining high SLA compliance levels:

1. Automated Tracking: With KEBS, businesses can automate the tracking of SLAs, ensuring that no metric goes unnoticed.

2. Real-time Reporting: Get real-time insights into SLA compliance with KEBS dashboard and reporting.

3. Resource Management: Ensure optimal resource allocation with KEBS resource management tools, from employee 360 views to timesheet management.

4. Project Management: Streamline project delivery with tools like Gantt charts to ensure projects stay on track and within SLAs.

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Ready to optimize your SLA Compliance with KEBS? Contact us today or get a firsthand experience with a demo.

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