Best Practice Email Service Level Calculation

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Best Practice Email Service Level Calculation


We are growing our business supporting email as the main modality of contact, however we have some difficulties to measure the correct Service level for the emails that we complete, as a result I am asking if any of you have or know where I can find teh best practise to calculate the Service level for Email support.

Our company works on a 5 days week and the email SLA is 24 hours.

Apreciate teh help.

Question asked by vitordf

The best practice is to answer an email within the same part of the day e.g. same morning or same afternoon. In practice this means in about 2 hours.

In term of calcualting service level it is simply the percentage of emails that were handled in your service level time.

So if you had 50 emails and managed to answer 40 of them in 24 hours, then it would be 40/50 = 80% of emails answered in 24 hours.

It sounds like your target is 100% of emails in 24 hours. Statistically this is very difficult to achieve, so you may be better off going for 95% of emails in 24 hours.

Hope that this helps


With thanks to Jonty

Hi Jonty,

Many thanks for the reply and I do understand your comment, the SL goal for Emails is 85%. My concerns and difficulties is when a reporting period changes, let’s say that I am reporting the SL for the month of March…should I calculate the email handled and deleted within the service level versus the Email Offered or versus the Emails handled and deleted?

I think this is where everyone is confused hope you can help me.


With thanks to vitordf


Author: Jonty Pearce

Published On: 12th Apr 2022 - Last modified: 27th Apr 2022
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