Aftermarket, Field Service & Service Parts worked example

Service SLA Attainment at 99% target sla attainment: a worked example

Push target sla attainment up to 99% and the picture changes. This example computes every intermediate figure at that operating point. a service operations lead needs to measure whether service performance is meeting promised SLA levels

The inputs for this scenario

  • Service calls meeting SLA: 905 calls (unchanged)
  • SLA-measured service calls: 980 calls (unchanged)
  • Target SLA attainment: 99 % (raised for this scenario; the documented default is 95)

Working through the calculation

  • Applying the documented formula (Service SLA attainment = calls meeting SLA ÷ SLA-measured calls × 100) to the inputs above produces each figure below.
  • At this operating point the engine returns 92.35 % SLA attainment for service sla attainment, the number this scenario is built around.
  • At this operating point the engine returns 6.65 percentage points for sla attainment gap.
  • At this operating point the engine returns 905 calls for sla-compliant calls.
  • At this operating point the engine returns 980 calls for sla-measured calls.

How this compares with the baseline

  • Against the tool's baseline example, where target sla attainment sits at 95% and the headline result is 92.35 % SLA attainment, this scenario lands almost exactly on the baseline at 92.35 % SLA attainment.
  • It divides service calls that met SLA by the total SLA-measured calls and multiplies by 100, then compares the result to your target. The value of this scenario is the size of the gap it exposes: that gap, priced out over a year, is the budget you can justify spending to close it.

Results at a glance

  • Service SLA attainment: 92.35 % SLA attainment (headline result)
  • SLA attainment gap: 6.65 percentage points
  • SLA-compliant calls: 905 calls
  • SLA-measured calls: 980 calls

Run it with your numbers

  • Every input above is editable in the live Service SLA Attainment calculator, which recalculates instantly and can be shared with the inputs intact.

Last reviewed 2026-05-12.