You can exclude subclients from the SLA calculation in the SLA Report.
Go to any of the related reports from the SLA Client Summary chart:
Click Met SLA.
Click Missed SLA.
Optional: Go to any of the related reports from the Missed SLA chart:
Click Failed SLA.
Click Missed SLA with No Jobs.
Click Missed SLA with No Schedule.
For each subclient you want to exclude, beside the Client name, select the box, and then at the top of the table, click Exclude from SLA.
The Exclude from SLA dialog box appears.
Select any one of the following exclusion type:
Exclude from monitoring: The subclients excluded from monitoring.
Service provider action pending: The subclients excluded from SLA by the MSP.
Customer action pending: The subclients excluded by the customer.
When you select the action pending categories, then you can specify the time period in the Include in SLA after a delay for which the subclient be excluded from SLA.
You can also automatically classify the clients and subclients from SLA as customer action pending based on the following criteria:
The clients that failed the last job with the Unable to reach the client error message in the last 24 hours.
The subclients that failed the last job with the Trial Limit for the total data protection has reached message.
Subclients with no storage policy association.
To use the auto classification feature, enable the AutoClassifyTenantActionPending additional setting.
Note: If the backup is successful, then the subclient will automatically be included in the SLA.