Request log and SLA: templates to download
Four ready-made files for tracking requests and deadlines. They open in Excel, Word, LibreOffice and Google Sheets and download without sign-up.
Files
Request log
Columns from the log template: number, date and time, channel, requester, summary, category, priority, owner, status, deadline, resolution date. Drop-down lists, overdue highlighting and a summary sheet with the on-time share.
DownloadPrintable request log
A landscape form: header with organization, owner and period, a 25-row table and column notes.
DownloadService level agreement (SLA)
An annex to a support contract: services, channels and hours, request classes, response and restore times, exclusions, availability and reporting. Fill in the values in angle brackets.
DownloadSLA calculator
Target times by class, a request register that calculates response and restoration time in business hours — using the work window, weekends and holidays from the “Targets” sheet, minus time spent waiting for the customer; the share of requests on time and a service availability calculator.
DownloadHow to keep the log honest
- Fill in the reference listsChannels, categories, priorities and statuses as fixed lists, not free text.
- Log each request right awayWhen it arrives, not from memory at the end of the day, or quick questions drop out of the numbers.
- Review the summary weeklyThe Summary sheet counts the on-time share and overdue items.
- Outgrow the table — move to a systemOnce you get more than a few requests a day, a table cannot keep up: tickets should register themselves.
A spreadsheet does not register requests or remind you of deadlines. In TehProf.kz Support every message from Telegram, MAX, email or your site becomes a numbered ticket, and the response deadline is tracked automatically. The Free plan is 0 ₸.
Frequently asked questions
Do I need to sign up to download?
No, the files download from a direct link.
How is a request log different from a ticket log?
Essentially nothing: both record incoming requests with a number, an owner and a status. “Request” is the broader term and covers questions and complaints. The form is the same.
Which times should I put in the SLA?
Take your actual median for the last three months and add a margin. Values in angle brackets are guides, not a standard.
How do I calculate the SLA percentage?
The share of requests resolved on time: resolved on time ÷ all requests × 100%. The SLA calculator file already has the formula.
More in the help center
- Журнал учёта заявок: образец
- Учёт заявок: как вести, чтобы ничего не терялось
- Соглашение об уровне услуг (SLA) для техподдержки: образец
- Матрица приоритетов заявок: готовая таблица влияния и срочности
- Выполнение SLA: как считать и контролировать
- Как разработать SLA: состав и согласование
- Что такое SLA в технической поддержке простыми словами
- Отчёт технической поддержки: образец для руководителя
- Форма приёма заявки в техподдержку: образец полей
- Как перейти с почты и таблицы на систему заявок
- Тема: шаблоны документов поддержки
- Тема: SLA и сроки обработки обращений
The articles are written in Russian.
Updated: September 24, 2026