Jobs that breached SLA last month — report available?

Question

The team is preparing our Q1 operational review, and we need to identify which jobs breached SLA commitments during January. From a governance perspective, this is critical for both internal accountability and our client retention discussions.

I can see the Work Order Summary Report and Technician Performance Report, but neither appears to surface SLA breach data directly. Is there a dedicated SLA compliance report, or should I be approaching this through custom filtering?

It is worth noting that we have custom SLA rules configured per service tier, so any solution would need to respect those configurations rather than default timing assumptions.

Priya Nair (Staff) · Accepted Answer

Hi Nadia, great question! There is indeed a dedicated SLA report for this.

Navigate to Reports > SLA Compliance Report. From there:

Set your Date Range to last month (January 2026)
Under Status Filter, select Include Breached to show only violations
Optionally group by Service Tier or Technician depending on your review needs

The report respects your custom SLA rules automatically — you'll see the configured threshold vs. actual completion time for each breached job.

You can export this to CSV for your Q1 deck. Let me know if you need help filtering further!

Josh Mercer · Answer

Pro tip: if you need this monthly going forward, set up a Scheduled Report so it hits your inbox automatically. I have mine delivered on the 3rd of each month covering the previous period — saves remembering to pull it before ops reviews. Also worth checking the SLA Breach Reasons column if you have technicians logging delays. Helps distinguish between 'traffic delay' and 'scope creep' when you're talking to clients.