SLA credit calculator

Work out the service credit (refund or penalty) owed to a customer when an SLA is missed. Everything runs in your browser; nothing is sent anywhere.

Not sure your contract is applied correctly? Get a written SLA audit of one contract for €149, delivered within 5 business days. See the €149 SLA audit

Period data Monthly fee for the service (in your currency) SLA cycles (tickets) measured in the period Breached SLA cycles Breached cycles excluded (customer-caused, force majeure…)

Contract rule Credit method

Credit per counted breach

Compliance below the threshold earns the credit %. The lowest matching threshold wins.

Compliance below (%)	Credit (% of fee)

Cap (% of monthly fee, 0 = no cap)

How the calculation works

counted breaches = breached − excluded
compliance % = (total − counted breaches) / total × 100 (excluded cycles count as met)
Per-breach rule: credit = counted breaches × amount per breach
Tiered rule: credit = fee × tier % / 100
Then credit = min(credit, fee × cap % / 100), rounded half-up to the cent.

Example with the defaults: 28 − 4 = 24 counted breaches, compliance = 376/400 = 94.00 %, which is below 95 % → 10 % tier → 1,000.00; cap 20 % = 2,000.00, so the credit is 1,000.00.

FAQ

What is an SLA credit? A contractual reduction of the fee when the provider misses agreed service levels.

Should excluded cycles reduce the total? Contracts differ. This calculator treats them as met; check your contract wording.

Need it inside Jira?

SLA Credit Lab is our Jira Service Management app (built on Atlassian Forge) that will compute credits from your real SLA data, per customer and per month. It is not yet available on the Atlassian Marketplace.

Coming to the Atlassian Marketplace – get notified

SLA audit – €149

Prefer a second pair of eyes? We review your SLA credit terms and the figures you send us, by hand.

You send: the SLA credit clause(s) of one contract and one month of SLA results (counts of met, breached and excluded cycles, or an export).
You get: a written report (PDF) with the credit owed under each clause, the calculation step by step, the assumptions we made and the ambiguous points to check with your counterpart.
Delivery: within 5 business days of receiving complete inputs.
Price: €149, one-off. No subscription.

To order: pay online (button below), or email contact@2jagency.com with the subject "SLA audit".

Buy the audit – €149 excl. VAT Or email us

The audit is an arithmetic review of the contract wording you provide, not legal advice.

Made by SLA Credit Lab (contact@2jagency.com). We are also building SLA Credit Lab, a Jira Service Management app that will do this from your real SLA data; it is not yet available on the Atlassian Marketplace. This calculator is free and stands alone. Not legal or financial advice.