🤝 Vendor & SLA Performance Dashboard

Monitor vendor contracts, SLA compliance, and optimize maintenance partnerships

Overall SLA Compliance

94.2%
▲ 1.8% vs previous period

Response Time Compliance

96.5%
▲ 0.8% vs previous period

Resolution Time Compliance

91.8%
▼ 0.5% vs previous period

Cash Replenishment SLA

97.2%
▲ 1.2% vs previous period

Avg Maintenance Cost per Unit

$1,240
▼ $85 vs previous period

Total SLA Breaches

18
▲ 3 vs previous period

📊 Multi-Vendor Performance Comparison⋮⋮

Vendor Rankings (This Period):

1st: In-House Team - Lowest MCU ($980), Best MTBF (185 hrs). 2nd: Vendor B - Good balance of cost ($1,240) and reliability. 3rd: Vendor A - Higher cost ($1,420) but acceptable MTTR. 4th: Vendor C - Highest cost ($1,580), needs improvement.

📈 SLA Compliance Trend Over Time⋮⋮

⚠️ Trend Alert:

Resolution Time SLA showed declining trend in Week 3. Root cause: Parts availability delays from Vendor C. Escalation meeting scheduled with procurement.

⏱️ Avg Response Time by Vendor⋮⋮

🔧 Avg Resolution Time by Vendor⋮⋮

💰 Maintenance Cost per Unit (MCU) by Vendor & Model⋮⋮

Vendor Model ATM Count Monthly MCU Annual TCO MTBF (hrs) MTTR (hrs) Value Rating
In-House Mixed Models 45 $980 $14,200 185 2.1 Excellent
Vendor B NCR SelfServ 84 82 $1,240 $15,420 168 2.3 Good
Vendor A Diebold Opteva 740 65 $1,420 $16,850 155 2.8 Fair
Vendor C Hyosung 2700 38 $1,580 $18,200 142 3.2 Poor

🚨 SLA Breach Analysis by Type & Vendor⋮⋮

Breach Summary:

Response SLA Breaches: 5 incidents (Vendor A: 3, Vendor C: 2). Resolution SLA Breaches: 13 incidents (Vendor C: 8, Vendor A: 4, Vendor B: 1). Root Causes: Parts delays (60%), technician availability (25%), complex issues (15%).

⚙️ Reliability Metrics: MTBF vs MTTR by Vendor⋮⋮

Best Practice Targets:

MTBF Target: >150 hours (Higher is better). MTTR Target: <2.5 hours (Lower is better). In-House team and Vendor B consistently meet both targets.

🛠️ Component Replacement Cost Comparison⋮⋮

💵 Cash Replenishment SLA Performance⋮⋮

⏰ Avg Replenishment Response Time⋮⋮

In-House Team

A+

Performance Grade

Best Cost & Reliability

Vendor B

A

Performance Grade

Strong Partnership

Vendor A

B

Performance Grade

Needs Improvement

🎫 Maintenance Ticket Volume & Resolution Rate⋮⋮

Efficiency Metrics:

Total tickets this period: 287. First-call resolution rate: 68%. Escalated to second-line: 32%. Average resolution time improved by 0.4 hours compared to last period.

🔮 Proactive vs Reactive Maintenance⋮⋮

ROI Analysis:

Proactive maintenance prevented estimated $42K in downtime costs. Program cost: $18K. ROI: 133%

📅 Staffing Utilization Efficiency⋮⋮

Efficiency:

In-House: 87%, Vendor B: 82%, Vendor A: 75%, Vendor C: 68%

📅 Year-over-Year Vendor Performance Comparison⋮⋮

Annual Trends:

Vendor B improved SLA compliance from 89% to 96% YoY. Vendor C declined from 92% to 88%. Contract renegotiation recommended for Q1 2026.

🔍 Top 10 Issue Types by Frequency⋮⋮

Issue Type Frequency Primary Vendor Avg Resolution Time Avg Cost
Card Reader Jam 52 Vendor B 1.8 hrs $420
Cash Dispenser Fault 38 Vendor A 2.5 hrs $680
Receipt Printer Failure 35 In-House 1.2 hrs $280
Network Connectivity Issue 28 Vendor B 2.1 hrs $320
Cash Deposit Module Jam 22 Vendor C 3.5 hrs $950