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How does SLA performance vary by priority level?

SLA Performance by Priority Level

Built from: Autotask PSA

How this report was made

Autotask PSA

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SLA Performance by Priority Level

This report provides a detailed breakdown of sla performance by priority level 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

Time saved

Pulling per-client SLA data from PSA manually takes hours. This report delivers the breakdown in minutes.

Client-level clarity

Portfolio averages mask the clients getting poor service. This report surfaces the specific accounts that need attention.

Contract evidence

Concrete SLA data per client gives you proof points for renewals, pricing adjustments, or staffing conversations.

Report categorySLA & Service Performance

Data sourceAutotask PSA · Datto RMM · Datto Backup · Microsoft 365 · SmileBack · HubSpot · IT Glue

RefreshReal-time via Power BI

Generation timeUnder 15 minutes

AI requiredClaude, ChatGPT or Copilot

AudienceService delivery managers, operations leads

Where to find this in Proxuma

Power BI › SLA › SLA Performance by Priority Level

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What you can measure in this report

AI-Generated Power BI Report

Data source: Autotask PSA · Generated March 2026

NL version

SLA Performance by Priority Level

First response and resolution SLA rates across all ticket priorities — 67,521 tickets analysed

55.2%

P3 FR Rate

Worst first-response

71.8%

P2 Res Rate

Weakest resolution SLA

82.4%

P1 FR Rate

Critical outperforms High

97.3%

Service/Change FR

Near-perfect compliance

SLA Performance by Priority — Full Breakdown

First Response SLA (green) and Resolution SLA (blue) for each priority level. Bars scaled to 100%. Rates below 70% highlighted in red.

P1 - Critical5,019 tickets · 3,187 with FR SLA · 4,933 with Res SLA

First Response

82.4%

Resolution

94.0%

P2 - High1,788 tickets · 932 with FR SLA · 1,411 with Res SLA

First Response

68.6%

Resolution

71.8%

P3 - Medium14,715 tickets · 9,173 with FR SLA · 10,760 with Res SLA

First Response

55.2%

Resolution

83.8%

P4 - Low30,415 tickets · 22,255 with FR SLA · 21,295 with Res SLA

First Response

83.5%

Resolution

90.6%

Service / Change Request15,584 tickets · 9,041 with FR SLA · 9,170 with Res SLA

First Response

97.3%

Resolution

97.5%

Metric	Value
Resolution Met	90.2%
First Hour Fix	16.1%
Same-Day	30.0%
Closure	98.8%

View DAX Query — SLA performance by priority

EVALUATE ROW("ResolutionMet", [Tickets - Resolution Met %], "FirstHourFix", [Tickets - First Hour Fix %], "SameDayRes", [Tickets - Same Day Resolution %], "ClosureRate", [Tickets - Closure Rate %], "TotalTickets", [Tickets - Count - Created])

Key Insights

What the priority SLA data reveals — and why the patterns are not what you'd expect.

P3 Medium has the worst first-response SLA at 55% — lower than P1 Critical

With 14,715 tickets and a 55.2% first-response rate, P3 Medium is the single biggest SLA problem by volume. Nearly half of all medium-priority tickets don't receive a first response within SLA. This typically happens when engineers triage P1s first, skip P3s for same-day P4 fixes, and P3 tickets pile up unacknowledged.

P2 High has the weakest resolution rate at 71.8%

Only 1,788 P2 High tickets exist — a small volume — but nearly 1 in 3 doesn't resolve within SLA. P2 tickets often require escalation or specialist involvement, and without dedicated ownership they stall. The first-response rate (68.6%) is also below P1 Critical (82.4%), which confirms P2 is not being treated with appropriate urgency.

P4 Low outperforms P2 High and P3 Medium on first response

P4 Low tickets have an 83.5% first-response rate — better than both higher-priority tiers. This is the "easy ticket" effect: P4 tickets are usually quick to acknowledge and quick to close, so they move through the SLA window with less friction. The volume (30,415) also means there's more data and more consistency in processing.

Service/Change requests achieve 97%+ on both metrics — best performance overall

Service and change requests hit 97.3% first response and 97.5% resolution. These tend to be scheduled or pre-planned, with predictable timelines and dedicated ownership. The near-perfect rates suggest SLA targets for this type are appropriate and the process is mature.

Frequently Asked Questions

Why would P3 have worse SLA than P1? +

P1 tickets get immediate attention because of their visible urgency — engineers often notice and acknowledge them quickly. P3 tickets, by contrast, are "medium" enough to deprioritize but not low enough to batch. They sit in queues waiting for a natural moment to be picked up. If SLA windows for P3 are short (e.g. 4 hours), even brief delays cause breaches. Check whether your P3 SLA windows reflect realistic response capacity.

What's the difference between First Response SLA and Resolution SLA? +

First Response SLA measures whether someone responded to the ticket (first contact, note added, status changed) within the configured SLA window. Resolution SLA measures whether the ticket was fully resolved and closed within a second, typically longer, window. A ticket can meet first response but miss resolution if the issue takes longer than expected. The two metrics often tell different stories about where breakdowns occur.

How do I fix P3 Medium SLA performance? +

Three approaches work: (1) Extend the P3 first-response SLA window to match actual capacity — if the team can't hit 4 hours, set it to 8. (2) Create a triage rule that auto-assigns P3 tickets to a specific queue or person on creation, removing the "nobody's looking at this" gap. (3) Add a daily P3 sweep — a 10-minute morning check that acknowledges all P3 tickets created in the past 24 hours, resetting the SLA clock.

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SLA Performance by Priority Level

SLA Performance by Priority Level

P3 Medium has the worst first-response SLA at 55% — lower than P1 Critical

P2 High has the weakest resolution rate at 71.8%

P4 Low outperforms P2 High and P3 Medium on first response

Service/Change requests achieve 97%+ on both metrics — best performance overall

Frequently Asked Questions

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