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Kaseya 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 Kaseya 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.

Kaseya VSA / BMS 23 built-in Service Desk reports. myITReports series covers MTTR, initial response, same-day closes, and revenue per asset. 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 Kaseya's data exports.

Kaseya is best for: Cost-conscious MSPs who want an all-in-one platform and prefer one vendor for everything.

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 Kaseya

To populate this report template with real data from Kaseya VSA / BMS, follow these steps to export your ticket data:

In BMS, navigate to Reports > Service Desk
Select the report module and report name
Set date filters and click OK to generate
Export to CSV from the report view
For VSA ticket data, use Reports > Custom Report > Export

API alternative: REST API (V2) with Swagger documentation. Bearer token authentication.

Why Kaseya MSPs Need This Report

23 built-in Service Desk reports. myITReports series covers MTTR, initial response, same-day closes, and revenue per asset.

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

Kaseya Strengths

Aggressive all-inclusive pricing with Kaseya 365 bundling 27+ modules
AI-powered Service Desk with automated ticket workflows
'IT Complete' platform consolidates RMM, PSA, backup, and security under one vendor

Reporting Limitations

BMS-VSA integration is inconsistent, requiring frequent resyncs
Limited API capabilities prevent effective third-party reporting customization

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Kaseya SLA Report FAQ

How do I export sla report data from Kaseya?

In BMS, navigate to Reports > Service Desk. Select the report module and report name Set date filters and click OK to generate See the full export guide above for detailed steps.

Does Kaseya have built-in client reporting?

23 built-in Service Desk reports. myITReports series covers MTTR, initial response, same-day closes, and revenue per asset. This template complements Kaseya'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 Kaseya?

Kaseya'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. Kaseya also offers REST API (V2) with Swagger documentation. Bearer token authentication.

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.