SLA Report
Contract administration SLA performance metrics — last 30 days.
Overall SLA
94.2%
Target: 92%
Avg Processing
3.8 hrs
Target: < 24 hrs
Exception Rate
18.4%
Target: < 15%
Rejected Rate
4.1%
Target: < 5%
SLA by Channel
EDI
97%
Portal
91%
Email
88%
SLA by Exception Type
Price Deviation
Avg 4.2 h (SLA: 4 h)
Over SLA
Retroactive Date
Avg 12 h (SLA: 8 h)
Over SLA
Margin Breach
Avg 11.3 h (SLA: 8 h)
Over SLA
Conflicting Contract
Avg 6.5 h (SLA: 8 h)
On Track
Missing Data
Avg 1.5 h (SLA: 4 h)
On Track