Metric Guide

Service Level Agreement Adherence Rate


A service level agreement (SLA) adherence rate is a metric that measures the degree to which an organization meets its SLA commitments. It is typically expressed as a percentage and reflects how successful an organization’s commitment to customer service is. The higher the rate, the better it suggests that the organization is meeting the needs of its customers and fulfilling its promises. Service level agreement (SLA) adherence rate provides an important metric for measuring an organization’s success in providing quality customer service and meeting its commitments with customers. By understanding this metric and tracking it regularly, businesses can gain valuable insights into how they are performing in comparison with others in their industry and use those insights to continuously improve their offerings and remain competitive in the marketplace. With this knowledge at hand, businesses can make informed decisions about how best to serve their customers going forward.


The formula for calculating service level agreement adherence rate is relatively simple: SLA adherence rate = (Number of agreements met / Total number of agreements) × 100%. This formula gives you a basic SLA adherence rate, though you may also choose to measure more specific metrics such as average response time, number of customer complaints, or cost per resolution.


Measurement of SLA adherence rate is essential for any business that wants to ensure that it is providing excellent customer service and consistently meeting its commitments to customers. It serves as a useful benchmarking tool that allows organizations to track their performance over time while also allowing them to compare themselves against competitors who are providing similar services. Additionally, by measuring this metric regularly, businesses can gain valuable insight into how they can continuously improve their customer service offerings and stay competitive in the market. The ability to measure SLA adherence rate allows organizations to identify areas where their customer service could be improved. If your organization has a low SLA adherence rate, it may be due to poor factors ranging from insufficient resources to inadequate training for personnel. By focusing on these potential issues, organizations can work towards improving their customer service and achieving better results in terms of SLAs.

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