Client SLA reports for IT support providers
Clients rarely ask how many tickets you closed. They ask whether you kept your promises. A monthly SLA report answers that with numbers: how many tickets were handled, how many met their response and resolution targets, and what went wrong with the ones that did not.
What a good client SLA report contains
- Compliance against the target. The share of tickets that met the SLA, next to the target in the contract (for example 95%).
- Response and resolution times per priority. Medians for P1 to P4, so the client sees that urgent tickets are treated as urgent.
- Every missed ticket, with its reason. A breach with an honest explanation is far easier to discuss than one the client finds on their own.
- Fair counting. Business hours, holidays and the time a ticket spent waiting on the client are taken out, so the numbers are ones both sides accept.
How Metproof produces it
Metproof imports your helpdesk tickets, applies each client’s SLA policy and business hours, and builds the report from the result. You review it, add the reason for each breach, and send it.
- PDF reports with your own logo and colours, attached to the email or shared as a private link.
- Monthly report, executive summary and P1 incident report on every plan.
- On the Team plan: quarterly client summary and service credits shown in the report.
- Reports can be scheduled, so they go out on the same day every month without you remembering.
Why not build it in a spreadsheet?
Many teams do, and it works until the third client. Each client has different targets and working hours, and every month someone has to filter the export, recalculate the deadlines and paste the charts. With a few clients that is hours of work every month, and the numbers depend on who did it. See how SLA compliance is calculated for the rules a report should follow.
Try it on your own data
Every plan starts with a free 30-day pilot. Export last month’s tickets from your helpdesk, import the CSV and see the report for your real clients.