--- title: "SLA breach cost calculator: penalties and hours | attendo" description: "Calculate what missing your SLA costs you per month and per year: late tickets, contract penalties and handling hours. With your own numbers and the formulas." url: "https://attendo.me/en/calculators/sla-breach-cost" lang: "en" --- 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. - Runs in your browser - Formulas and assumptions in plain sight - A link to share the result ### Shall we email you this calculation? With your numbers, the result, the assumptions and the link to open it again. ### Shall we go over it with your numbers? Bring us these numbers. We will show you attendo with your case and go over together which part of the result is realistic. Copy the link with your numbers first and paste it into the form message: that way we arrive with the math already done. ## 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. 1. SLA breaches per month tickets a month × percentage breached `600 × 8%` equals **48** 2. Cost of each breach penalty + handling hours × cost per hour `€40 + 0.5 × €25` equals **€52.50** 3. Cost per month breaches × cost of each `48 × €52.50` equals **€2,520** 4. Cost per year cost per month × 12 `€2,520 × 12` equals **€30,240** 5. SLA breaches with attendo breaches × (1 − reduction) `48 × (1 − 25%)` equals **36** 6. 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. ## 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](https://attendo.me/en/ticketing) ## Run these numbers too Return ### [attendo ROI](https://attendo.me/en/calculators/roi) The hours and money your team gets back when it stops hunting for data, retyping service reports and chasing approvals. CMMS ### [Corrective vs. preventive maintenance](https://attendo.me/en/calculators/corrective-vs-preventive-maintenance) What unplanned breakdowns cost you a year, compared with a preventive maintenance plan you set yourself. Field Service ### [Service reports and paperwork](https://attendo.me/en/calculators/paper-work-orders) The office hours spent retyping service reports and the money waiting to be invoiced in the meantime. [See all calculators](https://attendo.me/en/calculators) ## 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. ## Measure your SLA with your own tickets Tell us about your contracts and your channels. We will show you attendo Ticketing with your queues, your deadlines and your business calendar. - With your operation, not a generic demo - A real person from our team replies - No cold calls afterwards Would you rather talk first? - Phone [+34 910 053 530](tel:+34910053530) - Email [sales@attendo.me](mailto:sales@attendo.me) - Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM (Spain time)