Solutions · Use Case
Your SLA Performance Is Strong. Stop Keeping It a Secret.
SLA compliance is one of the most tangible ways an MSP can demonstrate value. You committed to responding within four hours. You did it 97% of the time. That is a number worth sharing.
Most MSPs do not share it. Not because they are hiding it, but because extracting it from the PSA, formatting it into something a client can understand, and getting it in front of the right person requires time and effort that nobody prioritises.
Handover makes SLA reporting automatic, visual, and client-ready.
SLA Reports That Clients Actually Understand
Raw SLA data from a PSA is meaningless to most clients. Percentages without context, numbers without benchmarks, tables without narrative.
Handover transforms that data into clear visual reports that tell the story of your performance in language a business audience understands. Your SLA compliance rate as a visual gauge. Your trend over time as a line chart. Your performance by priority level as a comparison chart. All in a single branded document that your client receives automatically.
What Handover SLA Reports Include
- Overall Compliance Rate
Your headline SLA performance percentage for the period, presented clearly and in context. - Performance by Priority
How you performed against each SLA tier. P1 response times, P2 resolution rates, P3 closure times. Clients see exactly how each priority level is being handled. - Trend Over Time
Performance across the last four to twelve weeks as a visual trend line. Clients see improvement. They see consistency. They see you getting better. - Volume Context
SLA performance alongside ticket volume. When clients see that you maintained strong SLA compliance during a period of unusually high ticket volume, the number means something. - Exceptions and Explanation
Where SLA was missed, Handover provides AI-generated context from the ticket data. Not excuses, but honest explanations that demonstrate awareness and accountability.
Turn SLA Performance Into a Retention Tool
Most MSPs treat SLA compliance as an internal metric. A number to hit to avoid penalties. A checkbox in the service agreement.
The MSPs that use SLA performance as a proactive communication tool experience meaningfully different client relationships. Clients who receive regular, visual SLA reports feel informed and confident. They have evidence that their MSP is delivering on its commitments. When renewal conversations come around, the data is already there.
Handover makes that communication automatic. Your SLA report goes out every week alongside the rest of the client update. No extra effort. Just consistent evidence that you are doing what you said you would do.
Start your free trial at gethandover.uk