Free tool · SLA clock

SLA Clock: Why Did This Ticket Breach?

Replay one ticket's SLA clock hour by hour: working hours, weekends, holidays and on-hold time, and the exact moment it breached.

Business-hours replay
On-hold pauses
Runs in your browser

A business-hours SLA clock counts only working time on the agreed calendar, and stops while a ticket is on hold. A P3 with an 8-hour target logged Thursday 15:00 on a Saudi Sunday–Thursday calendar (08:00–17:00) uses 2 hours before the Friday–Saturday weekend, so it breaches Sunday 14:00. Two hours on hold that Sunday morning move the breach to Sunday 16:00.

The ticket

Enter the times from the ticket history. Leave "Resolved" empty for a ticket that is still open.

LoggedResolvedPriorityResolution target (hours)CalendarClock

Edit your business calendar

The clock, day by day

Only the teal and red stretches count towards the target. Grey is working time; striped amber is on hold.

In plain words

Paste this into the ticket or the service review.

Method & ownership

The clock counts only working time on the chosen calendar (or every hour on a 24 × 7 clock), minus the on-hold periods you enter. The breach moment is when the counted time reaches the target.

The formulas used here are standard, published methods. The implementation, interface, wording, findings logic and benchmark figures are original work by ITSM Compass. Results are estimates, not professional advice. See the terms of use.

Questions

Why did my ticket breach when it was only open a few hours?

If the clock runs 24 × 7, every hour counts, including nights and weekends. If it runs in business hours, a ticket logged late in the day can still breach the next morning when the target is short. Replay it here with the right clock to see which.

Does on-hold time count towards the SLA?

In most ITSM tools, waiting for the user or a supplier pauses the resolution clock, if the SLA definition says so. Add each on-hold period here to see its effect. Check your own SLA definition: some organisations don't pause for supplier waits.

Why is the result different from ServiceNow or Jira?

Check three things: the schedule (working hours and holidays), whether the priority runs 24 × 7, and which states pause the clock. Set the same in the business calendar and here, and the figures should match.

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