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ConnectWise 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 ConnectWise 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.

ConnectWise Manage Report Writer with pre-built and custom reports. BrightGauge (acquired) fills the gap for client-facing dashboards and executive reports. 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 ConnectWise's data exports.

ConnectWise is best for: Mid-to-large MSPs who need the deepest integrations ecosystem and the most granular operational control.

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 ConnectWise

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

Navigate to Service Desk > Tickets or Reports
Go to System > Report Writer > New
Add desired ticket fields and date filters
Click Preview to generate the report
Click Export and select CSV format
Save the file for import into your report template

API alternative: Full REST API with CRUD operations on tickets, companies, contacts. SSL required, API key auth.

Why ConnectWise MSPs Need This Report

Report Writer with pre-built and custom reports. BrightGauge (acquired) fills the gap for client-facing dashboards and executive reports.

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

ConnectWise Strengths

Deepest ecosystem with 300+ Marketplace integrations
Most mature PSA with granular ticketing, billing, and project management
Seamless automation across the ConnectWise suite

Reporting Limitations

Built-in reports are functional but lack visual polish for client-facing delivery
Report Writer has a steep learning curve and can't access all stored procedures

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ConnectWise SLA Report FAQ

How do I export sla report data from ConnectWise?

Navigate to Service Desk > Tickets or Reports. Go to System > Report Writer > New Add desired ticket fields and date filters See the full export guide above for detailed steps.

Does ConnectWise have built-in client reporting?

Report Writer with pre-built and custom reports. BrightGauge (acquired) fills the gap for client-facing dashboards and executive reports. This template complements ConnectWise'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 ConnectWise?

ConnectWise'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. ConnectWise also offers Full REST API with CRUD operations on tickets, companies, contacts. SSL required, API key auth.

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.