Electronics Repair, Refurbishment & Depot Operations worked example

SLA Penalty Risk Score with sla miss customer impact severity of 3 score: a worked example

Here is what the math looks like when conditions slip. We hold every other input steady and drop sla miss customer impact severity to 3 score, then walk the calculation through step by step. Score the risk of missing turnaround-time or service-level commitments for RMAs, warranty repairs, replacement units, or refurbishment orders.

The inputs for this scenario

  • SLA miss customer impact severity: 3 score (the input this scenario stresses; the baseline uses 6)
  • SLA miss likelihood (occurrence): 4 score (held at the documented default)
  • Backlog detection control strength: 3 score (held at the documented default)

Working through the calculation

  • The calculation starts from the formula this tool documents: SLA penalty risk score = SLA miss customer impact score × 0.40 + SLA miss likelihood score × 0.35 + backlog detection control score × 0.25.
  • SLA penalty risk score works out to 3.35 score at these inputs, and this is the headline figure for the scenario.
  • SLA miss customer impact score works out to 3 score at these inputs.
  • SLA miss likelihood score works out to 4 score at these inputs.
  • Backlog detection control score works out to 3 score at these inputs.

How this compares with the baseline

  • Against the tool's baseline example, where sla miss customer impact severity sits at 6 score and the headline result is 4.55 score, this scenario comes in 26.37% below the baseline at 3.35 score.
  • The practical read: the gap between this scenario and the baseline is entirely attributable to sla miss customer impact severity, so recovering it is worth quantifying in dollars before considering equipment or staffing changes. Scores are judgment-based and only comparable if everyone uses the same anchored scale; the number ranks risk, it does not predict the dollar penalty.

Results at a glance

  • SLA penalty risk score: 3.35 score (headline result)
  • SLA miss customer impact score: 3 score
  • SLA miss likelihood score: 4 score
  • Backlog detection control score: 3 score

Run it with your numbers

  • To rerun this with your own numbers, open the live SLA Penalty Risk Score calculator, set sla miss customer impact severity to your actual value, and adjust the remaining inputs to match your operation.

Last reviewed 2026-05-12.