Free Interactive Calculator

The SLA Reality Check

Enter your team size, coverage hours, and ticket volume alongside your SLA targets by severity tier. This checks whether those targets are realistically achievable given what's actually covering them — not just whether they sound reasonable on paper.

~4 min to complete 4 severity tiers

Team & Coverage

Roughly how many people are covering support, and during what hours?

Business hours (~8hrs/day, weekdays) Extended hours (~12–16hrs/day) 24/7 coverage

Targets by Severity Tier

Roughly what share of your monthly volume falls in each tier, your response-time target, and — if you track it — your actual average.

Fill in team size, ticket volume, and a coverage window before calculating.

Your Results

SLA Reality Check

Want a personal follow-up?

Leave your email if you'd like Bettina to look over what this turned up, or to hear when a new Structure Shelf tool ships. This doesn't email you the PDF automatically — use the print button above to keep a copy right now. No spam, unsubscribe any time.

Got it — thanks for sharing that.

Structure Shelf

If your targets need a real foundation, not just a number someone picked, The Escalation Framework defines severity tiers, decision trees, and SLA-linked protocols built to hold up under real volume.

Osisis · Structure Shelf · structure.osisis.com