SLA indicates the percentage of clients that met or missed SLA. The SLA calculation is used to gauge the overall performance of a CommCell environment, based on successful backup jobs vs. failed backup jobs, referred to as strikes.
The formula used to calculate SLA is: Number of Clients that Met SLA / Total Number of Clients.
The SLA calculation excludes:
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Clients and subclients that are deconfigured or have backup activity disabled.
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New clients created within the SLA period.
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All clients in a Client Group, individual clients, and subclients that have the Exclude from SLA and Strike Counts option enabled.
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Virtual machines that were removed from a vCenter, or VMs have not sent details to the Vcenter in the last 30 days.
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Virtual machines that have the Exclude from SLA and Strike Counts option enabled.
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Laptops that are offline during the entire time range.
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Pseudo CommServe Clients
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Edge Drive Pseudo Clients
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Reference Copy Clients
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Content Index Servers
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Database command line subclients:
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If no instances are defined in the database agent and the default instance is a dummy.
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If there were no backups, but there was at least one successful backup in a database agent GUI subclient.
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A client misses SLA when there are no successful backup jobs run in a given time range. Additional conditions for missed SLA include:
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A backup job on a database agent is considered unsuccessful when it is failed, killed, or completed with errors.
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A backup job on a file system agent is considered unsuccessful when it is failed or killed.
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Snap backup jobs are considered successful only after the backup copy job has completed.
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Subclients that have no jobs scheduled or have scheduled jobs that do not run also count as missed SLA.
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Database command line subclients with failed backup jobs or no backup jobs.
Note: For tips on improving the SLA percentage, see How to Improve SLA.