1. What is SLA?

SLA (Service Level Agreement) is a metric that measures the percentage of time a service is available compared to the agreed-upon service time. It's commonly used in IT and service industries to quantify service reliability.

2. How Does the Calculator Work?

The calculator uses the SLA equation:

Where:

• \( Agreed\ Service\ Time \) — Total time the service should be available (hours)
• \( Downtime \) — Time the service was unavailable (hours)

Explanation: The equation calculates the percentage of time the service was available by subtracting downtime from the total agreed service time, then dividing by the total agreed time.

3. Importance of SLA Calculation

Details: SLA is crucial for measuring service reliability, contractual compliance, and identifying areas for improvement in service delivery.

4. Using the Calculator

Tips: Enter agreed service time and downtime in hours. Both values must be valid (agreed time > 0, downtime ≥ 0).

5. Frequently Asked Questions (FAQ)

Q1: What is considered a good SLA percentage?
A: Typically 99.9% ("three nines") or higher is considered good for critical services, though requirements vary by industry.

Q2: How is SLA different from uptime?
A: Uptime measures total availability, while SLA measures availability against a specific agreement or target.

Q3: Should planned maintenance be included in downtime?
A: It depends on the agreement. Some SLAs exclude planned maintenance windows from downtime calculations.

Q4: What if downtime exceeds agreed service time?
A: This would result in a negative SLA percentage, indicating the service was unavailable for more than the agreed time.

Q5: Can SLA be calculated for partial hours?
A: Yes, the calculator accepts decimal values for precise calculations of partial hours.