# SLA (Service Level Agreement) and Strikes

The SLA represents an agreement between a provider and consumer of a given service. The consumer and provider agree upon an acceptable level of when or how a given service will be provided and maintained. Generally, one or more criteria or metrics are specified to measure whether the service conditions are met. In the CommCell environment the SLA is measured as a calculation based on successful backup jobs vs failed backup jobs (referred to as strikes) and is used to measure the general overall health.

There are many factors involved in the outcome of this measure however the basic formula used to calculate the SLA is: Number of Clients that have successful data protection within a given time period / 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.

## SLA for Database Log Backups

In a CommCell environment, the log backups happen more frequently than the data backups.

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