The Rule of 40 is a SaaS financial metric that balances revenue growth versus profit margins. It’s a rule of thumb to quickly determine the health and/or attractiveness of your SaaS company.

Ticket Reopen Rate (RR) is the percentage of solved tickets that have been reopened by customers. It is important for a support team to track ticket reopen rate, as this can provide insight into how well their customer service is performing. Reopen rates provide a direct measure of customer satisfaction with the service they receive and can help determine where improvements need to be made. For example, if an unusually high number of tickets are being reopened after they have been marked as solved, it could be a sign that customers are not getting the answers they need or that agents are not providing satisfactory solutions.

Ticket Reopens shows how many attempts it takes to solve a customer’s problem. When a customer responds to a previously solved ticket, the ticket automatically reopens and is tagged with an open status. If you're seeing a high number of reopens, it could indicate that there's an issue with your product or service. It might also suggest that agents are closing tickets before customers’ questions have been thoroughly addressed. This will not only leave them dissatisfied but they'll likely still need help resolving their issue.

Ticket Resolution Rate is the percentage of tickets that were solved out of the total number of tickets. It’s a measure of how efficient customer service agents are at solving customer inquiries.To calculate Ticket Resolution Rate, divide the number of tickets resolved in a given time period by the total number of tickets received over that same period and express it as a percentage.

Customer Issues, tickets, or incidents, refers to the capture of user or system initiated requests. These might include help requests, bug or error reports, events or alarms, feature requests, complaints or any type of other feedback. Generally we think of user generated issues first, but increasingly with the use of software and connected devices, these incident reports are being generated automatically.

Tickets Solved is the count of previously open and worked tickets that have been marked as solved by a customer support agent. Tickets solved is a popular performance metric among customer service teams, with many setting a daily tickets solved target for agents. Subsequently, they monitor their team's success by gauging the percentage of tickets completed in relation to this preset goal. It is important to be aware that solved tickets can still be reopened if more customer assistance is needed. Tickets that remain "solved" for a predetermined amount of time will generally be converted to closed. Tickets that are closed can not be reopened. Bear in mind that the rate of tickets closed may fluctuate and should be based on a support agent or team's experience, escalation level, product/service being supported, and query difficulty.

Time to Fill measures the complete duration from when a position becomes available until it is successfully filled with an accepted candidate. This comprehensive metric captures the entire talent acquisition lifecycle, including job approval processes, posting periods, candidate sourcing, screening, interviewing, decision-making, and offer acceptance. As a foundational HR metric, Time to Fill serves as a barometer of organisational hiring efficiency, market competitiveness, and recruitment process effectiveness. It provides critical insights into resource allocation needs, process bottlenecks, and market conditions that directly impact business operations and strategic planning.

Time to Hire measures the duration between when a selected candidate first enters your hiring pipeline and when they accept your job offer. This metric evaluates your organisation's speed and efficiency in moving preferred candidates through the hiring process, serving as a critical indicator of HR execution capability, competitive market positioning, and talent acquisition effectiveness. Unlike Time to Fill, which measures the complete recruitment cycle from job posting to offer acceptance, Time to Hire specifically focuses on how quickly you can secure top talent once they've been identified.

Time to Value (TTV) measures the duration between when a user selects your product and the moment they initially realize the value of your product. Value usually means that the setup process is completed and the first usage of the product is successful.

Total Addressable Market (TAM) is a measure of the revenue opportunity of capturing 100% of the market for a product or service.

Total Contract Value (TCV) is the sum value of a contract over its life cycle. It takes into account not only the initial purchase price, but also any additional costs such as installation and maintenance fees that may be incurred over time. To calculate TCV, these costs must be added together to get an estimate of the total contract value over its life.

Total Funding measures the total amount of venture capital funding raised by a company.