This report provides a detailed breakdown of sla met vs unmet ratio for managed service providers.
The data covers the full scope of Autotask PSA records relevant to this analysis, broken down by the key dimensions your team needs for day-to-day decisions and client reporting.
Who should use this: Service delivery managers, operations leads, and MSP owners tracking service quality
How often: Weekly for operational adjustments, monthly for client reporting, quarterly for contract reviews
Resolution SLA is significantly stronger than first response. This pattern is common in MSPs where techs close tickets on time but initial acknowledgement slips during busy periods. The 8,873 first-response misses are the area to target first.
EVALUATE ROW("ResolutionMet", [Tickets - Resolution Met %], "TotalTickets", [Tickets - Count - Created], "MetCount", ROUND([Tickets - Resolution Met %] * [Tickets - Count - Created], 0), "UnmetCount", ROUND((1 - [Tickets - Resolution Met %]) * [Tickets - Count - Created], 0))A 20% miss rate on first response is worth flagging. In most MSP contracts, first response is the metric clients check first. Missing it creates friction even when the ticket gets resolved on time.
EVALUATE
ROW(
"First Response Met %", [Tickets - First Response Met %],
"Met Count", COUNTX(
FILTER('BI_Autotask_Tickets',
'BI_Autotask_Tickets'[first_response_met] = 1
&& NOT(ISBLANK('BI_Autotask_Tickets'[first_response_met]))), 1),
"Missed Count", COUNTX(
FILTER('BI_Autotask_Tickets',
'BI_Autotask_Tickets'[first_response_met] = 0
&& NOT(ISBLANK('BI_Autotask_Tickets'[first_response_met]))), 1)
)Resolution compliance at 90.2% is strong. The 4,677 missed resolutions are worth reviewing for patterns: are they concentrated in a single priority level, contract type, or client group?
EVALUATE
ROW(
"Resolution Met %", [Tickets - Resolution Met %],
"Met Count", COUNTX(
FILTER('BI_Autotask_Tickets',
'BI_Autotask_Tickets'[resolution_met] = 1
&& NOT(ISBLANK('BI_Autotask_Tickets'[resolution_met]))), 1),
"Missed Count", COUNTX(
FILTER('BI_Autotask_Tickets',
'BI_Autotask_Tickets'[resolution_met] = 0
&& NOT(ISBLANK('BI_Autotask_Tickets'[resolution_met]))), 1)
)| SLA Type | Tickets Tracked | Met | Missed | Met % | Rating |
|---|---|---|---|---|---|
| First Response | 44,588 | 35,715 | 8,873 | 80.1% | Needs work |
| Resolution | 47,569 | 42,892 | 4,677 | 90.2% | Good |
-- First Response SLA %
EVALUATE ROW("First Response Met %", [Tickets - First Response Met %])
-- Resolution SLA %
EVALUATE ROW("Resolution Met %", [Tickets - Resolution Met %])At 80.1%, first response compliance leaves roughly 1 in 5 tickets without an acknowledgement inside SLA. For clients on premium contracts, this is often the first thing they cite in QBRs. Automating an acknowledgement reply for new tickets buys time while techs pick them up.
Your team closes tickets within agreed timelines most of the time. The 4,677 missed resolutions are worth a deeper drill — filtering by priority level or contract type in the live dashboard often shows the misses cluster around a specific segment.
The 10-point difference between first response (80.1%) and resolution (90.2%) shows the team prioritises completing tickets over acknowledging them quickly. Process changes — like a morning triage session or auto-reply rules — can close this without adding headcount.
LiveReports can produce tabular SLA data, but creating a doughnut or pie chart from that data requires a charting tool that LiveReports doesn't include. Power BI connects directly to the same Autotask data and has full charting capability — including interactive filters.
Only tickets where Autotask has recorded a non-null value for first_response_met or resolution_met. Tickets without an SLA applied (e.g. internal tasks or tickets on contracts with no SLA configuration) are excluded from the percentage calculation.
The live dashboard for this report includes a company slicer. You can filter by client to see their individual first response and resolution SLA ratios. The data updates in real time as Autotask syncs to Power BI.
Yes — in the Power BI dashboard you can filter by priority, contract type, date range, technician, and company simultaneously. Each filter updates the doughnut chart live. This is the core advantage over static Autotask reports.
Most MSPs target 85-95% first response compliance for standard contracts and 95%+ for premium tiers. At 80.1%, there is clear room to improve — particularly through automation, triage processes, or shifting SLA windows on lower-priority ticket types.
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