SLA Report

The SLA (Service Level Agreement) Report helps you to monitor the success of server backups over time. SLA compares the number of servers that have recent successful backups to the total number of servers.

SLA indicates the percentage of servers that met or missed SLA. The formula used to calculate SLA is: Number of Servers that Met SLA / Total Number of Servers.


A server meets SLA when all of its subclients and databases are protected by at least one successful full, incremental, differential, or log backup job in a given time range, such as 1, 3, 5, 7, 14, 21 or 30 days.

The SLA report includes the following entities:

  • Active servers: If you have an active server with a subclient that you no longer back up, then disable backup activity on the unused subclient. Subclients that are enabled and not backed up, even intentionally, cause the server to miss SLA.

  • Virtual machines protected by both an installed agent and a Virtual Server Agent (VSA): If a VM client computer is installed with both a VSA and other backup agents, the VM client computer counts as Met SLA if either a successful VSA backup job ran on the VM client computer, or successful backup jobs ran for all subclients of the other backup agents installed on the VM client computer.

  • Laptop client computers that are online but have not run backup jobs because there is no new data to back up are still counted as Met SLA. Laptop client computers are considered online if they send information about their backup activity to the CommServe computer every 24 hours.

  • Jobs imported from the External Data Connector (EDC).

Missed SLA

A server misses SLA when there are no successful backup jobs run in a given time range. Additional conditions for missed SLA include:

  • A backup job on a database agent is considered unsuccessful when it is failed, killed, or completed with errors.

  • A backup job on a file system agent is considered unsuccessful when it is failed or killed.

  • Snap backup jobs are considered successful only after the backup copy job has completed.

  • Subclients that have no jobs scheduled or have scheduled jobs that do not run also count as missed SLA.

  • Database command line subclients with failed backup jobs or no backup jobs.

Excluded from SLA

The SLA report excludes the following entities:

  • Servers and subclients that are deconfigured or have backup activity disabled.

  • New servers created within the SLA period: New servers are excluded from the SLA Report calculation for the first 30 days after the server is created so that you have time to properly configure backups for the server.

  • Synthetic Full backup jobs.

  • All servers in a Client Group, individual servers, and subclients that have the Exclude from SLA and Strike Counts option enabled.

  • Virtual machines that were removed from a vCenter, or VMs have not sent details to the Vcenter in the last 30 days.

  • Virtual machines that have the Exclude from SLA and Strike Counts option enabled.

  • Laptops that are offline during the entire time range.

  • Pseudo CommServe Clients

  • Edge Drive Pseudo Clients

  • Reference Copy Clients

  • Content Index Servers

  • Database command line subclients:

    • If no instances are defined in the database agent and the default instance is a dummy.

    • If there were no backups, but there was at least one successful backup in a database agent GUI subclient.

  • Deconfigured virtual machines: To exclude deconfigured virtual machines from the SLA Report, add the deconfigured virtual machines to a Do Not Backup list or enable the Exclude from SLA and Strike Counts option.

  • For CommServe LiveSync, you must manually exclude the standby CommServe server from SLA, and then enable the CommServe Livesync alerts to notify you when backup operations fail. For instructions about disabling SLA for a server, see Excluding Clients from SLA and Strike Counts. For instructions about configuring the CommServe LiveSync alert, see Setting Up Alerts.


For tips on improving the SLA percentage, see How to Improve SLA.

Where to Access the Report

This report is available by default with Commvault software and you can view this report on the Command Center, the Web Console, or the Cloud Services Portal.

The Cloud Services Portal is always installed with the latest Commvault feature release. If your Private Metrics Reporting Server or CommServe computer is installed with an earlier version of the Commvault software, reports on your local CommServe computer might look different or calculate items differently than the reports on the Cloud Services Portal.