SLA Response Time Calculator
Calculate your support team's required size, coverage needs, and response times to meet your service level agreements. Free tool for customer support managers.
Enter Your Metrics
Time to fully resolve a ticket
To compare against required size
Ready to Calculate?
Fill in your support metrics on the left to see your SLA requirements and team size recommendations.
Why Use This Calculator?
Right-Size Your Team
Determine exactly how many support agents you need to meet your SLA targets based on ticket volume and business hours.
Meet SLA Targets
Calculate if your current team can meet response time commitments and identify gaps before they impact customers.
Optimize Performance
Plan coverage schedules and identify opportunities to improve efficiency without adding headcount.
Frequently Asked Questions
What is an SLA in customer support?
A Service Level Agreement (SLA) is a commitment between a service provider and customer that defines the expected level of service, including response times, resolution times, and availability. In customer support, SLAs typically specify how quickly tickets must be acknowledged and resolved.
How is average handle time calculated?
Average Handle Time (AHT) is the total time spent on a ticket from first response to resolution, including research, communication, and follow-up. Calculate it by dividing total handling time by number of tickets over a specific period. Most support teams have AHT between 10-30 minutes depending on complexity.
Why does the calculator use an 80% efficiency factor?
Support agents aren't working on tickets 100% of the time. They need breaks, attend meetings, handle administrative tasks, and deal with system issues. The 80% efficiency factor accounts for this reality and provides more accurate staffing recommendations.
How can I reduce my required team size?
You can reduce required team size by: 1) Decreasing average handle time through better tools (like video support), 2) Implementing self-service options to reduce ticket volume, 3) Using automation for common issues, 4) Improving first-contact resolution rates, and 5) Better agent training and knowledge management.
What's a realistic SLA response time target?
Common SLA targets vary by industry and support tier: Priority/Critical issues: 15-30 minutes, High priority: 1-4 hours, Normal priority: 8-24 hours, Low priority: 24-48 hours. B2B SaaS companies typically aim for 1-hour response times for paid customers during business hours.
How does video support affect these metrics?
Video support can reduce average handle time by 30-50% by eliminating back-and-forth messages and allowing agents to see issues directly. This means you can handle more tickets with the same team size or meet SLAs with fewer agents. Screendesk customers report 42% faster ticket resolution on average.
Improve Your Support Metrics with Video
Screendesk helps support teams reduce handle time by 42% and improve customer satisfaction with instant screen recordings and live video support.