Calculator · Ticketing

What being late costs you

A ticket that misses its deadline costs you twice: the contract penalty and the hours spent explaining, escalating and compensating. Calculate how much it adds up to per month and per year, and how much it changes if you breach less often.

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Formulas and assumptions in plain sight
A link to share the result

To recalculate with your numbers, this calculator needs JavaScript. In the meantime, you see the result with the sample values. Further down you have the formulas to do the math in a spreadsheet.

Your numbers

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Currency

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Today

Tickets a month

Every ticket with an SLA, whatever channel it comes in through.

Tickets that breach the SLA

Those that exceed the agreed response or resolution time.

Penalty per breached ticket

What your contract says: discount, credit or penalty per ticket. If there is no penalty, enter 0.

Extra handling hours per breached ticket

Calls to the customer, escalations, incident reports and processing the credit.

Average team cost per hour

Salary plus employer costs, divided by the hours worked in a year.

With attendo

Fewer SLA breaches

How many of the breaches would stop happening with alerts before the deadline and escalation.

Result

With the sample values

€30,240 a year from missing the SLA

€2,520 a month

SLA breaches per month: 48€52.50 each, in penalties and handling
Handling hours per month: 24 h€600 a month in hours
With attendo: €22,680 a year€1,890 a month, with 36 SLA breaches
What you stop losing: €7,560 a year

Cost per year

Today €30,240 €23,040 €7,200

With attendo €22,680 €17,280 €5,400

Penalties
Handling hours

This is an estimate based on your numbers and the assumptions we explain below. It is not an offer or a promise of results.

Shall we email you this calculation?

With your numbers, the result, the assumptions and the link to open it again.

How we calculate

The whole calculation, in plain sight

It is an estimate based on your numbers. These are the formulas with the calculator’s numbers: they change with what you enter above.

The math, step by step

Each line shows what we calculate, with which formula and with which numbers.

SLA breaches per month

tickets a month × percentage breached

600 × 8% equals 48
Cost of each breach

penalty + handling hours × cost per hour

€40 + 0.5 × €25 equals €52.50
Cost per month

breaches × cost of each

48 × €52.50 equals €2,520
Cost per year

cost per month × 12

€2,520 × 12 equals €30,240
SLA breaches with attendo

breaches × (1 − reduction)

48 × (1 − 25%) equals 36
Cost per year with attendo

breaches with attendo × cost of each × 12

36 × €52.50 × 12 equals €22,680

Assumptions

Every breached ticket costs the same: the penalty plus the handling hours at your cost per hour.
The year is 12 equal months. If you have a peak season, use the average month.
With attendo, the number of breached tickets goes down. The penalty and the hours per ticket do not change.

What we leave out

We leave it out so we do not inflate the result.

The customer who does not renew the contract. It may be the most expensive part, but we cannot measure it with five numbers.
The hours spent building the SLA report for the customer by hand.
Reputation, and complaints that never reach a penalty.

Sample values and why

They are not industry averages or figures from a study: they are a starting point so you do not start from a blank page.

Tickets a month: 600About 30 per working day: a mid-sized support or maintenance service.
Tickets that breach the SLA: 8%A sample value. If you do not measure it today, try two values and compare.
Penalty per breached ticket: €40A sample amount. If your contract penalizes you with a percentage of the fee, the FAQ below explains how to turn it into an amount per ticket.
Extra handling hours per breached ticket: 0.5 hHalf an hour between calls, escalation and paperwork.
Average team cost per hour: €25An average cost including employer costs. Enter yours.
Fewer SLA breaches: 25%Cautious: attendo warns you before a breach, but if you are short-staffed, the delay is still there.

With attendo

Where the improvement comes from

The “with attendo” scenario is not magic: it comes from these features. You set the percentage.

The clock, counted properly

The SLA is counted to the minute on your business calendar and pauses when the ball is in the customer’s court.

A warning before the breach

attendo warns you before the deadline expires and flags overdue items on every screen.

Escalation

With the escalation flow turned on, a critical ticket nobody picks up moves up a level.

Every channel in one queue

Email, WhatsApp, portal and phone go into the same queue. No ticket gets stuck on someone’s phone.

See attendo Ticketing

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Frequently asked questions

My contract penalizes with a percentage of the fee. How do I enter it?

Turn it into an amount per ticket. If you lose 5% of a €2,000 fee when you breach 10 tickets in a month, that is €100 across 10 tickets: €10 per ticket. If the penalty is tiered, use the tier you usually fall into.

Why a 25% reduction?

It is a cautious starting point, not a figure from a study. Alerts before the deadline and escalation help when a ticket gets forgotten or stuck in a channel. If the delay is due to a lack of staff, breaches do not go down on their own. Adjust the value to your case.

What counts as a breach?

A ticket that exceeds the response or resolution time agreed in the contract. If you have both, use the one that carries the penalty. If there are several priority levels, use the average or repeat the calculation for critical tickets only.

What does the calculation leave out?

The customer who does not renew, the hours spent building the SLA report by hand, and reputation. We leave them out so we do not inflate the result. If it comes out expensive without them, it comes out more expensive with them.

Do you store the data I enter?

Not unless you ask us to email you the calculation. The calculation runs in your browser. The values stay in the page address so you can share the result: they only travel with the link if you share it. If you ask for the calculation by email, we keep your email address with the values and the result to send it to you, as the privacy policy explains.

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