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NinjaOne 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 NinjaOne 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.

NinjaOne (NinjaRMM) Two report styles: Summary (visual charts) and Data Table (up to 20 columns). Templates savable as Favorites. Export to CSV or PDF. 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 NinjaOne's data exports.

NinjaOne is best for: MSPs who prioritize a clean, modern interface and best-in-class endpoint management, and already have a separate PSA.

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 NinjaOne

To populate this report template with real data from NinjaOne (NinjaRMM), follow these steps to export your ticket data:

Navigate to any Ticket Board in the NinjaOne console
Click the Export icon at the top of the board
Select Export — data downloads as CSV matching the current view
For formatted reports: go to Reporting > New Summary Report > Ticketing
Alternatively, open a single ticket, click the ... menu, and export

API alternative: REST API with OAuth2 auth. Endpoints for devices, organizations, tickets, alerts, and software inventory.

Why NinjaOne MSPs Need This Report

Two report styles: Summary (visual charts) and Data Table (up to 20 columns). Templates savable as Favorites. Export to CSV or PDF.

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

NinjaOne Strengths

Best-in-class modern UI — technicians are productive within hours
Superior patch management across Windows, macOS, and Linux
Built-in remote access eliminates need for third-party tools

Reporting Limitations

No built-in PSA — relies entirely on third-party integrations like ConnectWise or Autotask
Reporting lacks flexibility for custom client-specific formats

Download This Template

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NinjaOne SLA Report FAQ

How do I export sla report data from NinjaOne?

Navigate to any Ticket Board in the NinjaOne console. Click the Export icon at the top of the board Select Export — data downloads as CSV matching the current view See the full export guide above for detailed steps.

Does NinjaOne have built-in client reporting?

Two report styles: Summary (visual charts) and Data Table (up to 20 columns). Templates savable as Favorites. Export to CSV or PDF. This template complements NinjaOne'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 NinjaOne?

NinjaOne'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. NinjaOne also offers REST API with OAuth2 auth. Endpoints for devices, organizations, tickets, alerts, and software inventory.

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.