Measures the percentage of service commitments met according to SLA agreements.

What it Measures ?

How often we meet promised service levels.

Relevant StakeHolders 

Service Delivery, Compliance

In-depth Use Case / Real-world Example

SLA Compliance tracks how well services are delivered according to the terms specified in the service level agreement. For example, if 95 out of 100 SLAs are met, the SLA compliance rate is 95%. This KPI is essential for monitoring the effectiveness of service teams in meeting agreed-upon timelines and quality standards. In manufacturing, where service contracts often include specific uptime or maintenance timelines, high SLA compliance indicates reliable and consistent service delivery.