Term name

SLA breach time (avg)

Purpose

Track how quickly your team reacted to an SLA breach, once triggered.

Example use case: In addition to monitoring the number of breaches, it is useful to know whether your escalation processes are effective once a breach occurs. 

Definition

Average time from when a breach tag was applied to when it was removed.

Location & attribution

• SLAs report

  • Main Metrics cards

  • SLA Details table

FAQ

• Is not affected by business hours.

• SLA breach time is linked to the rule that removes the SLA breach tag, rather than the rule that applies the SLA brach tag. If multiple rules share the same tag, the highest priority rule will be the rule that removes the tag (which may be different than the rule that initially applied the tag).