Free Calculator
SLA Calculator
What response time can your team actually deliver? Input your numbers and get realistic SLA targets you can consistently meet.
Your team
10 min
0%
AI-handled tickets don't count against your SLA queue.
Industry benchmarks
| Industry | Critical | High | Medium | Low |
|---|---|---|---|---|
| SaaS (B2B) | 30 min | 2 hr | 8 hr | 1.0 days |
| E-commerce | 15 min | 1 hr | 4 hr | 12 hr |
| Fintech | 15 min | 1 hr | 4 hr | 8 hr |
| Healthcare | 15 min | 1 hr | 4 hr | 12 hr |
| Enterprise | 1 hr | 4 hr | 8 hr | 1.0 days |
Your achievable SLAs
Confidence: high
Your team can comfortably meet these SLAs with room for spikes.
Team capacity used21.4%
7.7 tickets/agent/day (max: 36)
Critical
Service down, security breach, data loss
10 min
~5% of tickets
High
Billing errors, account access, chargeback risk
16 min
~15% of tickets
Medium
Feature questions, moderate bugs, how-to
1 hr
~50% of tickets
Low
Feature requests, general feedback, non-urgent
4 hr
~30% of tickets
These are achievable first-response times based on your team capacity and queue dynamics. Set your public SLA slightly higher than these numbers to build in a safety margin.