Understand SLA Results¶
Use this guide when report numbers, Overview counts, or issue states do not immediately match your expectation.
FastSLA results are easiest to understand when you separate three questions:
- Is the issue eligible?
- Is the SLA measurement complete?
- Is the view showing current operations or historical compliance?
Eligible issues¶
An issue is eligible when it passes project filtering and FastSLA has enough reliable history to measure it.
An issue is not eligible when:
- the project filter excludes it
- no reliable
Startwas observed - the issue belongs outside the configured SLA scope
Excluded issues do not count as met or missed. They are not failures. They are outside the measured population.
Completed versus unresolved measurements¶
Reports calculate met percentages from completed measurements only.
met rate = met / (met + breached)
Running and paused measurements are unresolved. They are shown separately and excluded from the percentage denominator.
Example:
| State | Count |
|---|---|
| Met | 45 |
| Breached | 5 |
| Running | 8 |
| Paused | 2 |
The met percentage is:
45 / (45 + 5) = 90.0%
The 10 unresolved measurements are not counted as met and not counted as breached.
Why Reports and Overview can differ¶
Overview answers:
Which issues need attention right now?
Reports answer:
What was the compliance result for the selected period?
That difference is intentional.
| Situation | Overview | Reports |
|---|---|---|
| Running issue with upcoming target | Usually visible | Visible if inside report scope |
| Paused issue | May be visible as paused | Unresolved excluded from met percentage |
| Terminal issue that breached earlier | Not active attention | Can count as breached |
| Excluded issue | Not active SLA work | Not eligible |
Reading met cards¶
The top report cards show met percentages for each SLA dimension.
Use them like this:
| Card | Meaning |
|---|---|
| Response met | Completed response measurements that met response target. |
| Resolution met | Completed resolution measurements that met resolution target. |
| Deadline met | Completed deadline measurements that met deadline target. |
If a card shows -, there were no completed measurements for that dimension in the selected period.
If the card shows unresolved excluded, those measurements are still running or paused and are intentionally left out of the percentage.
Reading compliance bars¶
Compliance bars visualize the same completed-measurement denominator:
- green is met
- red is missed
- unresolved is text outside the bar
Hover over a segment to see the count behind it.
If a bar has no green or red segment, there may be no completed measurements for that SLA dimension in the report window.
Deadline mode¶
Deadline-mode policies use a single overall target.
In deadline mode:
- the lifecycle timeline shows a Deadline phase
- response-specific markers are not treated as prominent SLA state changes
- the report's deadline dimension is the main compliance measure
Use deadline mode when the contract describes one completion target instead of separate response and resolution targets.
Example: good result with unresolved work¶
A monthly report shows:
| Dimension | Met | Missed | Unresolved |
|---|---|---|---|
| Resolution | 96 | 4 | 12 |
The resolution met percentage is:
96 / (96 + 4) = 96.0%
The 12 unresolved issues do not improve or damage the completed-measurement percentage. They should still be reviewed operationally, because they may become met or missed later.
Example: closed issue on Reports but not Overview¶
An issue missed its resolution target and was closed yesterday.
It should not appear in Overview if it is terminal, because it no longer needs current action.
It can still appear in Reports for the period, because the report measures historical performance and the issue produced a completed breached measurement.
Investigation order¶
When a result looks wrong, check in this order:
- Is the issue inside the report date window?
- Does the project filter include it?
- Was a reliable
Startobserved? - Is the issue completed, running, paused, terminal, or excluded?
- Does the lifecycle timeline match source history?
- Does the policy use response/resolution mode or deadline mode?
- Does the configured calendar explain elapsed-time differences?