---
title: "Support Metrics"
space: "Partner Management Resources"
url: "https://frappe.io/partner-sop/support-metrics"
updated: "2026-05-07"
---

## Metrics

<table border="1" cellpadding="6" cellspacing="0">
  <tr>
    <th>Metric</th>
    <th>Frequency</th>
    <th>Measurement</th>
  </tr>
  <tr>
    <td>SLA</td>
    <td>Weekly</td>
    <td>% of tickets with SLA fulfilled</td>
  </tr>
  <tr>
    <td>Feedback rating</td>
    <td>Weekly</td>
    <td>Stars – average rating across tickets closed by customer</td>
  </tr>
</table>