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Work Order SLA Cost Calculator
SLAs require faster response — quantify extra staffing cost for faster service commitments.
Annual SLA cost
$5,490
Emergency cost
$4,050
Miss penalties
$1,440
How the math works
Emergency cost = emergency orders × premium × 12. Miss penalties = total × miss % × penalty.
30 × 15% × $75 × 12 + 30 × 12 × 8% × $50 = $4,050 + $1,440 = $5,490/yr.
How to Use
- Enter monthly work orders.
- Enter emergency % (24hr SLA).
- Enter standard % (48-72hr SLA).
- Enter emergency cost premium.
- Enter SLA miss penalty.
- Read SLA cost.
Frequently Asked Questions
SLA tiers?
Emergency (24 hr): life safety, major leak, no heat in winter, no AC in summer >95°F, security issue. Standard (48-72 hr): routine repair, appliance issue, door lock, minor plumbing. Cosmetic (7 days): paint touch-up, non-critical cosmetic. Class A luxury: 24-hour SLA universal. Class B: 72-hour typical. Class C: 7-day best-effort.
Cost implications?
Emergency SLA: requires on-call maintenance tech (premium $$$), mobile deployment, inventory of spare parts. 24/7 coverage: 1 tech per 300-500 units + on-call rotation. Standard SLA: regular business hours + 1-day follow-up. Less expensive. Luxury buildings: expect emergency response, staff accordingly.
SLA miss penalties?
Internal/lease-based: varies. Some leases: tenant can credit rent for SLA misses ($25-100 per incident). Residential lease: hard to enforce penalties. Commercial lease: SLA tied to rent credit or termination option. Property management contracts: performance fees tied to SLA metrics. Reporting + tracking in PMS: essential.
Technology to support SLA?
PMS integration: auto-prioritize tickets by SLA type. Mobile work order app: tech sees priority + deadline. Photos at start + completion: documentation. Escalation: unresolved tickets auto-escalate to supervisor. KPI tracking: % SLA met, avg resolution time, first-time fix rate. Target: 95%+ SLA achievement rate.
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