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Atera SLA Compliance Report Template for MSPs

Track and demonstrate service level agreement compliance with detailed uptime, response time, and resolution time metrics for your MSP clients.

What's Included

SLA Overview & Targets
Uptime Performance
Response Time Metrics
Resolution Time Analysis
SLA Breaches & Root Causes
Compliance Score Summary
Improvement Plan

Why Atera MSPs Need a SLA Report

SLA reports protect both you and your client. They prove you're meeting commitments, provide early warning when metrics slip, and give you documentation if disputes arise.

Atera Preset reports for hardware, ticketing, patches, and technician overview. Custom analytics (Explore) only on Power tier and above. However, these built-in reports are typically designed for internal operations — not for client communication. This template bridges that gap with a professional, client-ready format structured around Atera's data exports.

Atera is best for: Small MSPs and solo technicians who want simple setup with unlimited device management at a flat per-tech price.

How to Use This Template

Define your SLA targets clearly in the overview section
Pull response and resolution time data from your ticketing system
Calculate compliance percentages for each SLA metric
Document any breaches with root cause analysis
Present improvement plans for any areas below target

How to Export Ticket Data from Atera

To populate this report template with real data from Atera, follow these steps to export your ticket data:

Navigate to the Reports tab in the Atera console
Select Ticketing Summary or Customer Tickets Overview
Set the date range and client filters
Click Export and choose CSV or Excel format
Note: full ticket history requires per-ticket API calls

API alternative: REST API with Swagger V3 documentation. X-API-KEY auth, 700 requests/minute limit.

Why Atera MSPs Need This Report

Preset reports for hardware, ticketing, patches, and technician overview. Custom analytics (Explore) only on Power tier and above.

This template fills the gap by providing a professional, client-ready sla compliance report format that you can populate with data exported from Atera.

Atera Strengths

Per-technician pricing with unlimited devices — most predictable cost model
AI Copilot auto-resolves up to 85% of L1 tickets
Fastest setup: cloud-native, no on-prem, single-pane for RMM+PSA

Reporting Limitations

Reporting lacks customization depth compared to enterprise tools
Bulk CSV export of tickets is not available from the web UI — requires Reports or API

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Atera SLA Report FAQ

How do I export sla report data from Atera?

Navigate to the Reports tab in the Atera console. Select Ticketing Summary or Customer Tickets Overview Set the date range and client filters See the full export guide above for detailed steps.

Does Atera have built-in client reporting?

Preset reports for hardware, ticketing, patches, and technician overview. Custom analytics (Explore) only on Power tier and above. This template complements Atera's built-in reporting by providing a professional, client-ready format that non-technical stakeholders can easily understand.

Can I automate this sla report with Atera?

Atera's built-in automation can schedule data exports, but assembling a professional client-facing report still requires manual formatting. This template handles the presentation layer — you provide the data. Atera also offers REST API with Swagger V3 documentation. X-API-KEY auth, 700 requests/minute limit.

What SLA metrics should MSPs track?

The big three: uptime percentage (target 99.9%+), first response time (under 1 hour for critical), and resolution time (under 4 hours for critical, 24 hours for normal).

How do I calculate SLA compliance?

Divide the number of tickets meeting the SLA target by total tickets, multiply by 100. Track this per priority level for accurate reporting.

What happens when we breach an SLA?

Document the breach, identify root cause, implement a fix, and communicate proactively with the client. A well-handled breach can actually strengthen the relationship.

Should SLA reports be automated?

Yes. Manual SLA tracking is error-prone and time-consuming. Most PSA tools can auto-generate SLA data — this template helps you present it professionally.