# SLA Report

The SLA (Service Level Agreement) Report helps you to monitor the success of server backups over time. SLA compares the number of servers that have recent successful backups to the total number of servers.

SLA indicates the percentage of servers that met or missed SLA. The formula used to calculate SLA is: Number of Servers that Met SLA / Total Number of Servers.

## Met SLA

A server meets SLA when all of its subclients and databases are protected by at least one successful full, incremental, differential, or log backup job in a given time range, such as 1, 3, 5, 7, 14, 21 or 30 days. Synthetic full backup jobs are not included in the SLA calculation.

For SQL Server Agent, only the full and differential backup jobs are considered for SLA calculation.

If the O365 client present in the Commvault environment has met the SLA value of 90 % and above, then it is counted as Met SLA.

Laptop client computers that are online but are not running backup jobs because there is no new data to back up are still counted as Met SLA.

## Missed SLA

A server 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.

- If the O365 client present in the Commvault environment has only met the SLA value of below 90%.

## Exclusions

The SLA calculation excludes:

- Servers and subclients that are deconfigured or have backup activity disabled.

- New servers created within the SLA period.

- Synthetic Full backup jobs.

- All servers in a Client Group, individual servers, 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.

- 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.

- For CommServe LiveSync, you must manually exclude the standby CommServe server from SLA, and then enable the CommServe Livesync alerts to notify you when backup operations fail. For instructions about disabling SLA for a server, see Excluding a Server from SLA. For instructions about configuring the CommServe LiveSync alert, see Setting Up Alerts.

## Where to Access the Report

This report is available by default with Commvault software and you can view this report on the Command Center, the Web Console, or the Cloud Services Portal.

The Cloud Services Portal is always installed with the latest Commvault feature release. If your Private Metrics Reporting Server or CommServe computer is installed with an earlier version of the Commvault software, reports on your local CommServe computer might look different or calculate items differently than the reports on the Cloud Services Portal.

## Accessing the SLA Report at the Entity Level

This report is available by default with the Commvault software. To access it, navigate to Manage in the left navigation pane of the Command Center, select the desired entity, and then navigate to Reports. The server groups provide access to this report.

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