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:
Clients and subclients that are deconfigured or have backup activity disabled.
New clients created within the SLA period.
All clients in a Client Group, individual clients, 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.
A client 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.
Note: For tips on improving the SLA percentage, see How to Improve SLA.