The month's SLA performance, priority by priority
Monthly SLA compliance across all four priority levels: response and fix performance, the five breaches and their status, the deduction position, and the trend against the 95% target.
- Client
- Aldgate Borough Council · 42 buildings
- Contract
- Term maintenance · reactive and planned
- Reference
- ALD-SLA-M18
- Period
- 1 to 31 May 2026 · Month 18
- Prepared by
- Sentinel FM Ltd · via BuiltAI
- Submitted to
- H. Marsden · contract manager
Illustrative example: fictional project and parties.
97.2% calculated against a 95.0% target
From the illustrative ALD-RCL-M18 register, 175 SLA-met calls out of 180 logged in May gives 97.2% (175 ÷ 180 × 100, rounded to one decimal place), 2.2 percentage points above the 95.0% contract target. The existing example records a fourteenth consecutive above-target month. Five calls remain recorded as breaches; each is set out below, with one still under defence.
- Reactive calls
- 180 in the period
- Priority mix
- 8 P1, 34 P2, 96 P3, 42 P4
- SLA breaches
- 5, one under defence
- Deduction exposure
- £800 across the period
Each ticket is timed against the response and the fix target set for its priority; a miss on either clock counts as a breach. The register behind these figures is the monthly Reactive Call Log (ALD-RCL-M18), from which this report and the weekly performance report are drawn.
How the four priorities performed
Routine P3 work is the bulk of the month at 96 calls. All eight P1 emergencies were responded to within the one-hour target. The five breaches fell on P2 and P3 jobs, split across the response and the fix clocks, where a part, a specialist or site access was not available inside the window.
| Priority | Target response | Target fix | Calls | Response breaches | Fix breaches |
|---|---|---|---|---|---|
| P1 · Emergency | 1 hr | 4 hrs | 8 | 0 | 0 |
| P2 · Urgent | 4 hrs | 8 hrs | 34 | 2 | 0 |
| P3 · Routine | 24 hrs | 5 days | 96 | 1 | 2 |
| P4 · Planned | 48 hrs | 20 days | 42 | 0 | 0 |
| Overall | 180 | 3 | 2 | ||
All eight P1 emergencies were responded to within the one-hour target, and the contract has now run above the 95.0% target for a fourteenth consecutive month. Planned maintenance is on track alongside the reactive work: 103 of 108 planned maintenance (PPM) tasks were completed in the period.
The five breaches, and where each one stands
Two P2 response misses and three P3 misses, split across the response and the fix clocks. Four are accepted; the fifth, a P2 response miss at Parkside Library, is under defence.
| Ticket | Site | Pri | Breach | Root cause | Deduction | Status |
|---|---|---|---|---|---|---|
| TKT-2026-03821 | Civic Offices | P2 | Response 4h22m | A57 road closure diversion | £250 | Accepted |
| TKT-2026-03829 | Parkside Library | P2 | Client-recorded response 4h45m | Arrival 3h10m; wait 45 mins; clock basis unresolved | £250 | Under defence |
| TKT-2026-03836 | Westfield Community Centre | P3 | Fix 5d 4h | Specialist valve, 3-day supplier lead | £100 | Accepted |
| TKT-2026-03861 | Borough Hall | P3 | Fix 6d | Misdiagnosis, return visit needed | £100 | Accepted |
| TKT-2026-03872 | Riverside Leisure Centre | P3 | Response 26h | All engineers on P1 and P2, queue delay | £100 | Accepted |
| Total exposure | £800 | |||||
Site check pending for TKT-2026-03836: Reporting lists Aldgate Central Library; this SLA report lists Westfield Community Centre. The P3 timings, £100 accepted deduction and raw site labels are retained; the site has not been reconciled.
The £250 Parkside P2 deduction is disputed on a keyholder-access basis. GPS records arrival at 3h10m; the app records a 45-minute wait and two caretaker calls. The Defence Pack was submitted on 16 May under Schedule 4, clause 8.3(b). Its timeline does not reconcile the 4h45m response or 6h20m register fix. Clock review and the contract manager's response remain pending; no accepted finding or reversal is recorded.
The deduction position, and one asset to watch
The amounts below remain recorded. The Parkside clock reconciliation and contract manager's response are pending; no reversal is recorded.
- Total exposure
- £800 across the five breaches
- Accepted
- £550, four breaches not contested
- Under defence
- £250, TKT-2026-03829
TKT-2026-03847 records a response of 1h 24m against the four-hour P2 target. The register retains fix 6h 36m, Met and no deduction, but Dispatch shows 6h 36m as time remaining at arrival; the achieved fix-clock basis remains unreconciled. No independent fix-compliance conclusion is established. It is the third call to this gutter in seven months, closed as a temporary fix with planned repair recommended.