Support / Service

Queue health & SLA

Plan of record: 98% SLA attainment, 46-minute median response, 144 tickets in backlog.

Open backlog
144
Plan of record
SLA attainment
98%
Plan of record
Median response
46 min
Plan of record
Tickets created
2,489
Plan of record

Ticket backlog

144

open tickets · 186 in / 225 out last wk

  • Created
  • Resolved
  • Open backlog

Open backlog fell -21.3% WoW to 144 — driven by faster resolution.

Ticket backlog — weekly support flow and open backlog
WeekCreatedResolvedOpen backlog
Mar 30, 2026164178204
Apr 6, 2026172184192
Apr 13, 2026179186185
Apr 20, 2026248192241
Apr 27, 2026256201296
May 4, 2026241228309
May 11, 2026228239298
May 18, 2026219237280
May 25, 2026206234252
Jun 1, 2026198231219
Jun 8, 2026192228183
Jun 15, 2026186225144

Created vs resolved · weekly

SLA attainment

98%

within SLA · 95% target

  • Within SLA
  • Breached

P1 first response has a 100% chance of missing the 95% SLA by month end.

SLA attainment — first-response SLA attainment by priority
PriorityWithin %Breached %
P192%8%
P297%3%
P398%2%
P499%1%

Within-SLA share by priority

Response time distribution

6h 12m

p90 first response · p50 46m

  • Tickets
  • Past SLA

Half of tickets get a first reply within 46m, but 20% breach the 3h SLA.

First-response minutes vs SLA target

Priorities
SLA attainment by priority, most at-risk first
PriorityWithin SLABreachedStatus
P192%41Breaching
P297%51Breaching
P398%58Breaching
P499%28Breaching