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Service Level Agreement (SLA) Report

This report shows metrics on Service Level Agreements:

  • Tickets
  • Tickets Responded
  • Tickets Closed
  • Responded in SLA
  • Closed in SLA
  • Tickets Valid SLA
  • Tickets Overdue SLA
  • Total First Response Exceed
  • Total Closed Ticket Exceed


Time estimate to complete this procedure:

It should only take about five minutes to run the report. This is a rough estimate based on our experience with several customers. 


To run the report follow the steps below:


1. From the left hand panel click Reports
2. Then click Service Level Agreement (SLA)
The Report page displays.

3. Optionally update the reporting time period and click Apply:

  • Today
  • Yesterday
  • Last 7 Days
  • Last 30 Days
  • Last 60 Days
  • Last 120 Days
  • This Month
  • Last Month
  • Last Two Month
  • Custom Range (Select From and To)

4. Select the report parameters:

  • Customer
4. Click Generate
The Report displays.
(i) The report can be exported to Excel or PDF by clicking Export.
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