SLA (Service Level Agreement) and Strikes
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.
Last modified: 11/2/2018 8:21:08 PM