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A 5% SLA breach rate reaches more customers than you think
Customers come back to your service desk again and again, and every visit is another chance to meet a breached SLA. Move the sliders and watch your customers.
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met at least one breached SLA this year never did
What your uptime target really allows
| Target | Down per month | Down per year |
|---|---|---|
| 99% | 7 h 18 min | 87 h 40 min |
| 99.5% | 3 h 39 min | 43 h 50 min |
| 99.9% | 44 min | 8 h 46 min |
| 99.95% | 22 min | 4 h 23 min |
| 99.99% | 4.4 min | 53 min |
Know which requests breach, every week
SLA Reports builds weekly and monthly SLA reports from Jira Service Management’s own SLA fields: compliance per SLA, request type and priority, every breach and every request close to breach, the change since last period and your compliance goal. Data stays in Atlassian.
The customer share is arithmetic: one minus the chance that none of a customer’s requests breaches, treating requests as independent. Real customers differ; use it to see the scale, not to forecast.
Frequently asked questions
How much downtime does 99.9% uptime allow?
About 44 min a month, or about 8 h 46 min a year. 99.99% allows about 4.4 min a month.
Why does a small breach rate reach so many customers?
Because customers come back. If each request has a 5% chance to breach and a customer asks for help 6 times a year, the chance that none of their requests breaches is 0.95 to the 6th power, about 74%; so about 26% of customers meet at least one breach.
How do I find which requests breach in Jira Service Management?
JSM records every SLA cycle as met or breached. SLA Reports turns those fields into weekly and monthly reports per service project: compliance per SLA, request type and priority, every breach and every request close to breach, against your goal.