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Overview

The MSP Console has three related reporting surfaces: Customer-dashboard analytics digests (uptime / incident / usage, daily / weekly / monthly) are a different product. See Scheduled Reports (Pro/Enterprise). Navigate to Reports in the MSP Console sidebar for on-demand generation. Use Tools for scheduled client PDFs.

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Report Types

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SLA Report

The SLA Report is the core reporting tool — it generates a detailed uptime and SLA compliance report for one or all clients over a specified date range. What’s included:
  • Uptime percentage over the period
  • Total downtime duration
  • Number of incidents
  • SLA compliance status (met / breached)
  • MTTR (Mean Time to Resolution)
  • Incident timeline and details
  • Response time trends
  • Maintenance window impact
  • Branded report template (if whitelabel is configured)
Output formats:
  • PDF — Shareable, branded report suitable for client delivery
  • HTML — Web-viewable version
  • CSV — Raw data for import into billing or BI tools

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Multi-Client Comparison Report

Compare uptime, SLA compliance, and incident data across multiple clients in a single report. Useful for executive summaries and portfolio reviews. Report formats:
  • Summary — High-level overview of all selected clients
  • Detailed — Full breakdown per client with incident data
  • Executive — Clean, visually focused format for management presentations

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Client Report Schedules (white-label SLA/QBR)

Monthly or quarterly branded PDF for one client, delivered to up to 25 email recipients. Always uses your MSP white-label branding. Configure these under Tools → Client Report Schedules, not from the Reports page.

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Generating an SLA Report

1

Click Generate SLA Report

Click the Generate SLA Report button at the top of the Reports page.
2

Select Client

Choose a specific client to report on, or select All Clients to generate a portfolio-wide report.
3

Set Date Range

Choose a start and end date for the reporting period. Common options: last 30 days, last quarter, last month.
4

Choose Output Format

Select PDF, HTML, or CSV based on how you plan to use the report.
5

Configure Report Content

Optionally include or exclude:
  • Uptime chart (visual trend graph)
  • Incident details (list of all incidents in the period)
  • Response times (MTTR and time-to-acknowledge)
  • Maintenance windows (scheduled maintenance impact)
6

Generate

Click Generate to create the report. The report opens in a new tab (HTML/PDF) or downloads immediately (CSV).

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Generating a Multi-Client Comparison Report

1

Click Multi-Client Report

Click Multi-Client Report at the top of the Reports page.
2

Select Clients

Choose two or more clients to compare. You can select individual clients or use a client group.
3

Set Date Range

Choose the reporting period.
4

Choose Report Format

  • Summary — Best for quick portfolio review
  • Detailed — Best for technical account reviews
  • Executive — Best for presenting to stakeholders
5

Generate

Click Generate to produce the comparison report.

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Client Report Schedules

Monthly or quarterly white-label PDF SLA/QBR for one required client. This is not the customer Analytics digest and not a portfolio-wide email.
You’ll need
  • MSP Console access
  • Exactly one client per schedule (create more schedules for more clients)
  • Up to 25 recipient emails
  • White-label branding — these PDFs always use it

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What you’ll see

Tools → Client Report Schedules → create. The form has a Report card (name + one client) and a Schedule card (frequency and day of month). Generated PDFs land in Tools → SLA Reports.
1

Open Client Report Schedules

MSP Console → Tools → Client Report Schedules.
2

Name the report and pick one client

Name is required (placeholder: e.g., Acme Quarterly Business Review). Client is required — one schedule is one client.
3

Set the schedule

Frequency includes Monthly (previous calendar month). Day of Month (for example Day 1) sends on the last day of shorter months. Set send time and timezone if shown, then add up to 25 recipients.
4

Save

Save the schedule. The next send is the next matching day in that timezone.
Send Now emails the last completed period immediately. It does not change when the next scheduled send is due.

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Analytics digest on the Reports page

The Reports & Analytics page still has a Schedule Report action for an analytics-style digest (uptime, incident, or usage; weekly or monthly; optional All Clients). That digest is separate from Client Report Schedules:
  • Use Tools → Client Report Schedules for per-client white-label SLA/QBR PDFs
  • Use Tools → Reports & Analytics → Schedule Report only if you want the older analytics digest
  • Use the customer dashboard Analytics → Scheduled Reports for Pro/Enterprise uptime/incident/usage emails — see Scheduled Reports

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SLA Calculation Methodology

Analytics, SLA reports, SLO figures, and Power BI use the same uptime formula. Maintenance is always removed from the denominator. It is not optional. Unknown statuses count as uptime. Degraded is downtime, not uptime. Example: 6 hours operational, 6 hours degraded, 6 hours outage, 6 hours maintenance.
  • Denominator: 24h − 6h maintenance = 18h
  • Available: 6h operational
  • Uptime: 6 / 18 = 33.33%
The same 33.33% appears in analytics, SLA, SLO, and Power BI for that history.

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Viewing archived SLA reports

Tools → SLA Reports lists generated PDFs (including Client Report Schedules) so you can view or re-download them.

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Next steps

Scheduled Reports

Customer Analytics uptime, incident, and usage emails

MSP Branding

White-label identity used on scheduled PDFs

MSP Automations

Escalate when an SLA is at risk

MSP Console

Console overview