SLA calculation / how to work out the % of uptime v actual target (2024)

FAQs

How is SLA uptime calculated? ›

The service level formula is simply the number of calls answered within the service level threshold divided by the number of calls offered, multiplied by 100.

Uptime percentage is calculated using the formula: (Total time - Downtime) / Total time x 100, and factors like total time measured and downtime affect the calculation.

The most basic formula is to divide the total uptime (the time that the service is available) by the total time (the time that the service is expected to be available) and multiply by 100. For example, if your service is available for 99 hours out of 100 hours, then your availability is 99%.

Downtime and Business Impact: A 99% SLA implies that the service provider guarantees uptime for approximately 99% of the agreed service period. However, this equates to around 3.65 days of potential downtime per year.

As you can tell, the difference between 99.99% availability and 99.9% availability means an additional 7 hours of acceptable downtime for that service everywhere. That breaks down further to 1 minute and 26 seconds of downtime everyday, or 10 minutes and 48 seconds every week.

Calculating uptime is straightforward — it's the amount of time your system has been functional. But to get the availability percentage, you'll need to divide the uptime by the total period you're measuring and multiply by 100. 📈 Availability Percentage: [(8,752 hours ÷ 8,760 hours) x 100] = 🎯 99.91% Uptime!

What is an Acceptable Uptime Percentage? The answer to this question is simple. An acceptable uptime percentage is as close to 100% as possible.

What is uptime vs availability? ›

Uptime offers insight into the system's technical performance and efficiency in error resolution. It effectively filters out delays attributable to user response times. On the other hand, System Availability sets a fundamental benchmark of the system's operational status, regardless of the nature of stoppages.

How is the uptime percentage calculated? The way to calculate uptime is easy to understand: take the number of seconds that your monitor was down (in a certain time frame), and divide this by the total number of seconds your monitor was being monitored during that time frame.

A Service Level Agreement (SLA) is a document that details the expected level of service guaranteed by a vendor or product. This document generally sets out metrics such as uptime expectations and any payoffs if these levels are not met.

SLA Percentage means the percent of time that the applicable SLA was not met during the calendar month. It is calculated as (1-((total minutes in the calendar month minus the total infraction minutes) divided by total minutes in the calendar month)).

SLA Uptime Metrics

The industry standard is five 9's, or 99.999% availability.

An SLA level of 99.99% for example equates to 52 minutes and 36 seconds of downtime per year. The calculator below provides an easy way to calculate the downtime allowance as a time period based on a provided uptime percentage.

The 100% SLA, doesn't mean that the server won't have issues. It simply means that, in case of problems with Cloudflare (they can't serve traffic, because they have issues internally) they will refund you the percentage of the price you have paid them. The server remaining up is your responsibility and yours alone.