Every support team has SLA targets, but many are based on assumptions rather than evidence. Often, targets like four hours, eight hours, or one business day are chosen because they sound reasonable or were inherited from older processes. When teams consistently miss them, it becomes difficult to determine whether the issue is capacity, workflow, or unrealistic expectations.
A better approach is to use the 85th percentile from your Jira data.
What the 85th Percentile Means
The 85th percentile shows how long it takes to resolve most tickets under real working conditions. If the 85th percentile for P2 issues is six hours, then 85 out of 100 tickets are resolved within that timeframe.
Unlike averages, which can be distorted by a few unusually long cases, the 85th percentile reflects what your team consistently achieves. It accounts for normal delays, busy periods, and workflow interruptions, making it a practical foundation for SLA planning. While the median shows a typical ticket, the 85th percentile shows what customers can realistically expect most of the time.
Why Averages Can Be Misleading
Average resolution time is easy to calculate, but a handful of outlier tickets can significantly inflate it. If SLA targets are based on that average, teams may be measured against performance affected by exceptional circumstances outside their control.
The 85th percentile avoids this problem by focusing on consistent performance rather than extremes.
Using Jira Data to Set Better SLA Targets
With RVS Time in Status Reports, you can analyze:
- Median resolution time by priority
- 85th percentile resolution time by priority
- Workflow stages consuming the most time
To get started:
- Install RVS Time in Status Reports from the Atlassian Marketplace.
- Run a Time in Status Report grouped by priority and issue type.
- Select the 85th percentile as the display unit.
- Review status-level breakdowns to identify where tickets spend the most time.
A Practical Method
- Analyze the last 90 days of data by priority.
- Record median and 85th percentile resolution times.
- Identify stages causing the most delay.
- Set SLA targets at or slightly below the current 85th percentile.
- Review performance quarterly and adjust as processes improve.
Building Credible SLA Commitments
An SLA backed by data is far more credible than one based on assumptions. Instead of promising arbitrary timelines, you can show stakeholders that targets reflect actual performance.
The 85th percentile turns historical Jira data into realistic, defensible commitments. It helps support teams set achievable goals, identify improvement opportunities, and have more productive conversations about service expectations.
RVS Time in Status Reports is designed to surface this data clearly, helping teams understand where work slows down and how performance trends over time.
Read More: https://community.atlassian.com/forums/App-Central-articles/Using-the-85th-Percentile-in-Jira-to-Set-SLA-Targets-Your/ba-p/3240461
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