SLA & First Response Time Calculator
Work out SLA attainment and how many tickets breach it, including the after-hours tickets you're not answering fast enough. Free, no signup.
A first-response SLA looks fine in the monthly report and still gets missed on the days that matter — a Friday evening spike, a product incident, the ticket that arrived at 11pm and sat until nine the next morning. Most attainment numbers are an average across the month, which hides exactly the pattern a support lead needs to see: whether the breaches cluster around volume, or around the hours nobody's covering.
Enter your ticket volume, the first response time you've committed to, the share you currently answer inside it, and the share of tickets that land outside business hours. It works out overall SLA attainment, how many tickets breach a month, how many of those breaches are the after-hours tickets specifically, and what attainment would look like if those after-hours tickets were answered on time instead of waiting for the queue to reopen.
Breaches = tickets × (1 − attainment). The after-hours line caps breaches at the after-hours share; it is an upper bound, not a measurement. Nothing you enter leaves your browser.
This ran in your browser on what you typed. The product runs on your actual calls, chats and emails.
Check your own attainment — start freeWhat each input means
- 01
Tickets per month
Every ticket with a first-response clock running against it. Your helpdesk's SLA report usually has this number filtered already; make sure it's using the same definition of first response that you are.
- 02
Target first response time (minutes)
What you've committed to, whatever the channel — 1 minute for chat, 4 hours for email are both common. Use the number in your contract or internal target, not the number you wish were true.
- 03
Share answered within target (%)
Of tickets in a normal week, what share got a first response inside the target above? Your helpdesk's SLA or first-response report has this as a percentage already; use the month you're checking, not a best week.
- 04
Share of tickets that arrive outside business hours (%)
Tickets logged after you close, overnight, or on a day you're not staffed. If you don't track this directly, your helpdesk's timestamp data filtered against your support hours will give you a close estimate.
Questions about this tool
As a rule of thumb, live chat under a minute, phone answered live, and email inside a few hours to one business day are common targets for B2B support — but the right number depends on what you promised customers, not an industry average. Consistency matters more than speed: a reliable four-hour target beats an inconsistent one-hour target.