SLA Response Time Calculator

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Analyse support response times and measure SLA compliance — average, median, min, max, and breach rate.

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About SLA Response Time Calculator

Paste a list of response times in minutes (one per line) and set your SLA target to instantly see average response time, median, minimum, maximum, the percentage of responses within SLA, and the breach rate. Essential for customer success and support operations teams tracking service-level agreement performance.

How to use

  1. Enter response times in minutes, one per line, in the input panel.
  2. Set your SLA target in minutes using the "SLA Target" option.
  3. Review the statistical breakdown and SLA compliance metrics in the output panel.

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Frequently Asked Questions

FAQs about SLA Response Time Calculator

What is an SLA?

A Service Level Agreement (SLA) is a commitment to respond to or resolve customer issues within a defined time window. For example, a P1 SLA might require a first response within 15 minutes.

How is the median different from the average?

The average (mean) can be skewed by outlier tickets with very long response times. The median is the middle value when all times are sorted, making it a more robust measure of typical performance.

What is a good first response time?

Best-in-class teams target under 1 hour for email/chat and under 5 minutes for live chat. The right target depends on your support tier, channel, and customer expectations.

Can I paste data from a spreadsheet?

Yes. Copy a single column of numeric response time values from your spreadsheet and paste them directly into the input — each cell value should be on its own line.

Is my data safe?

All calculations run entirely in your browser. No data is sent to any server.