1. What is SLA Percentage?

SLA (Service Level Agreement) Percentage measures the uptime reliability of a service. It represents the percentage of time a service is available during a specific period.

2. How Does the Calculator Work?

The calculator uses the SLA Percentage formula:

Where:

• \( \text{Downtime} \) — Total hours the service was unavailable
• \( \text{Total} \) — Total hours in the measurement period

Explanation: The formula calculates the percentage of time the service was available by subtracting the downtime proportion from 1 and converting to percentage.

3. Importance of SLA Calculation

Details: SLA Percentage is crucial for service providers and customers to measure compliance with agreed service levels, determine penalties or credits, and assess overall service reliability.

4. Using the Calculator

Tips: Enter downtime in hours (must be less than or equal to total hours) and total measurement period in hours. Both values must be positive numbers.

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 most services, though requirements vary by industry.

Q2: How is downtime measured?
A: Downtime usually starts when an incident is reported and ends when service is fully restored. Exact definitions should be specified in the SLA.

Q3: Can SLA be over 100%?
A: No, the maximum possible SLA is 100% (zero downtime). Results over 100% indicate input errors.

Q4: What time periods are used for SLA calculations?
A: Common periods are monthly (720 hours) or yearly (8760 hours), but any period can be used.

Q5: How are scheduled maintenance periods handled?
A: This depends on the SLA terms. Some exclude scheduled maintenance from downtime calculations.