SLA calculator
This calculator can be used to convert the percentage availability of service level agreements into hours and days
Downtime
Uptime
QUESTIONS & ANSWERS
The most frequently asked questions about the Service Level Agreement (SLA)
What is a Service Level Agreement (SLA)?
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An SLA is a contractual agreement between a service provider and a customer that defines the expected performance and availability targets for a service. It defines specific key figures, such as response time, availability and downtimes, as well as the consequences of non-compliance.
How is availability calculated in an SLA?
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Availability is often calculated as a percentage of the time a service is available over a certain period of time. For example, if an SLA guarantees an availability of 99.9%, this means that the service may only be unavailable for a maximum of 8.76 hours in a year.
What happens if an SLA is not met?
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If an SLA is breached, contractually defined measures usually come into effect, such as financial compensation (service credits) for the customer or escalations to ensure that the service is improved.