SLA Success Rate Target %

Question

Is anyone open to share their SLA Success Rate Target %?

Currently my team is using a target of 90% Success Rate for
First Response within:
1Hr for Highest Priority
4Hr for all others

Time To Resolution:
1Hr for Highest Priority
8Hr for other tickets that are not escalated to another team.

We are exceeding our SLA goal as a team, so we are considering bumping the target up.  But also looking at implementing a 2nd level SLA to make sure we still measuring tickets that we failed to meet the SLA
ex:
First Response: meet SLA’s at least 95% of the time with no tickets exceeding the SLA by more than 50%. 
Resolution: meet SLA at least 95% of the time with no tickets exceeding the SLA by more than 100%

Cason White · Answer

Hi Dan, 
Is your 8 hour first response across all types of tickets? Service Requests, Change Requests, and Incidents?   Do you do anything to track why you missed the SLA on the 1.6% of tickets?

Dan Breyen · Answer

I'm in a small Support Dept for our org, and I'm the one that does most of the initial responses.  We've been using JSM for the past 20 months, so our SLA success rate is 98.4% for initial responses within 8 hours.

As our Dept gets bigger, and as we've been using this for awhile, I'm probably going to be dropping that number down at the beginning of the year.