SLA report template for IT support

A good SLA report fits on two pages and can be read in a minute. This is the structure we recommend for a monthly client report. Copy it into your own document, or let Metproof produce it from your tickets.

1. Header

Client name, reporting period and your logo. Say which SLA the report measures against, for example “SLA v2, 95% target”.

2. The headline

One sentence and one number: “In September we met 96.4% of SLA targets, above the 95% target.” Show it first, because it is the only thing some readers will see.

3. Compliance by priority

4. Response and resolution times

The median time to first response and to resolution for each priority, compared with the contract. Medians are fairer than averages, because one very old ticket can distort an average.

5. Missed tickets

A short list: ticket number, title, how late it was and the reason. Be honest and specific, for example “waiting for a spare part” or “staffing gap on 12 September”. Clients trust a report that explains its failures.

6. Volume and trend

Tickets opened and closed this month compared with the last three. It shows whether demand is growing and gives context for any dip in compliance.

7. Actions

Two or three things you will change next month. This is the part that turns a report into a conversation.

What to leave out

• Agent names and internal causes the client does not need.
• Tickets still waiting on the client, which should not count against you.
• Averages with no priority breakdown.

Not sure how the numbers are worked out? See how to calculate SLA compliance.