SLA Breach Calculator

Sample Trend Graph

Submit the form to replace this sample chart with your own SLA breach analysis.

SLA Breach Calculator Form

Ticket ID

SLA Name

Team Name

Priority

Clock Mode

Warning Threshold (%)

Start Date and Time

Completion Date and Time

Leave this filled for closed tickets. Replace it any time you want.

Target Hours

Grace Minutes

Paused Hours

Excluded Hours

Business Start

Business End

Weekend Handling

Example Data Table

These sample rows show how different clock modes, pauses, and exclusions can change due times and breach outcomes.

Ticket	Clock	Target	Grace	Pause + Exclusion	Chargeable Used	Due Shift	Status
INC-2401	Business	8h	30m	45m	7h 20m	+45m	Within SLA
INC-2402	Calendar	4h	15m	30m	4h 05m	+30m	Within SLA
REQ-8910	Business	6h	0m	20m	6h 35m	+20m	Breached
SRV-5560	Calendar	12h	60m	90m	10h 55m	+90m	Warning

Formula Used

1. Chargeable Allowance
Chargeable Allowance = Target Hours + (Grace Minutes ÷ 60)

2. Counted Elapsed Time
Counted Elapsed = Time Difference using the selected clock mode

3. Chargeable Elapsed Time
Chargeable Elapsed = max(Counted Elapsed − Paused Hours − Excluded Hours, 0)

4. Due Date and Time
Due Time = Start Time + Target Hours + Grace + Paused Hours + Excluded Hours

5. Remaining or Breach Time
Remaining = max(Chargeable Allowance − Chargeable Elapsed, 0)
Breach = max(Chargeable Elapsed − Chargeable Allowance, 0)

Business mode counts only the overlap between ticket time and working hours. Calendar mode counts every hour continuously.

How to Use This Calculator

Enter the ticket ID, SLA name, and team details.
Select whether your SLA runs on business hours or calendar hours.
Choose the ticket start time and the completion time.
Enter the target hours and any allowed grace minutes.
Add paused hours and excluded hours that should stop the SLA clock.
Set business day start and end times if you use business mode.
Choose whether weekends count toward the SLA.
Click the calculate button to see due time, remaining time, or breach time.
Use the CSV or PDF buttons to save the result summary.

FAQs

1. What does this SLA breach calculator measure?

It measures whether a ticket stayed within its allowed service window. It compares actual chargeable time against target hours, grace minutes, and approved non-counting time.

2. What is the difference between counted elapsed and chargeable elapsed?

Counted elapsed is the full time captured by the selected clock mode. Chargeable elapsed subtracts paused hours and excluded hours before the final SLA comparison.

3. When should I use business hours mode?

Use business hours mode when your service desk only operates during set working hours. It ignores time outside the daily schedule and can also exclude weekends.

4. What does grace time do in the calculation?

Grace time adds a small permitted buffer to the target. It increases the allowed chargeable time before the ticket is considered late or breached.

5. Why do paused and excluded hours extend the due time?

Paused and excluded hours represent periods that should not count against service performance. Because they stop the SLA clock, the due time moves forward accordingly.

6. What does the warning threshold mean?

The warning threshold shows when a ticket is close to breaching. For example, an 85% threshold marks the ticket as warning once 85% of chargeable allowance has been used.

7. Can I use this calculator for open tickets?

Yes. You can treat the current moment as the end time for monitoring. That helps teams review live tickets before they cross the SLA limit.

8. What should I export with CSV or PDF?

Export the result summary when you need audit evidence, management reporting, or team reviews. The downloaded file captures timing inputs, due time, utilization, and breach status.

Sample Trend Graph