How is SLA uptime calculated?
Guaranteed uptime is expressed as SLA level and is generally the most important metric to measure the quality of a hosting provider. An SLA level of 99.99% for example equates to 52 minutes and 36 seconds of downtime per year….SLA Uptime Calculator.
| Daily | 9 seconds |
|---|---|
| Monthly | 4 minutes and 23 seconds |
| Yearly | 52 minutes and 36 seconds |
How is SLA percentage calculated?
Displaying plans Resolution SLA% = The percentage of the number of tickets resolved within the SLA divided by the total number of tickets resolved during the selected time period within the filters.
What is a good SLA uptime?
SLA Uptime Metrics The industry standard is five 9’s, or 99.999% availability. A service level of 99% uptime can leave your service down for many hours at a time – all within contract limits. Take a look at the accompanying chart. At 99%, your IT service could be down for almost 88 hours in one year.
How many hours is 99% uptime?
Percentage calculation
| Availability % | Downtime per year | Downtime per month |
|---|---|---|
| 95% (“one and a half nines”) | 18.26 days | 36.53 hours |
| 97% | 10.96 days | 21.92 hours |
| 98% | 7.31 days | 14.61 hours |
| 99% (“two nines”) | 3.65 days | 7.31 hours |
What is SLA and how it gets calculated?
SLAs are calculated and assessed by a business rule and scheduled jobs that run in the background. The mechanisms that control SLA Workflow and SLA Automation are independent of each other. One solution is to specify elapsed percentage in SLA notifications by using notifications for each percentage level.
What is SLA formula?
In most organizations Service Level will be defined as: X percent of calls answered in Y seconds. The calculation simply is (number of calls answered in Y seconds / total calls offered) * 100. (For example you have 5000 calls offered during a month and 4250 are answered within Y seconds: (4250/5000) * 100 = 85.
Is 99.5 SLA good?
Service Level Agreements from companies usually explains that the product they are supporting will be up or available for X% of the time. 90% is good, 99% is even better, and some go on up to 99.99% or higher, but what does that mean for a business in plain terms?
How is SLA calculated in BPO?
FAQs
- The most common formula used by the call center industry to calculate Service Level is:
- Number of calls answered within time period/ total number of call answered X 100%
- This is based on the objective of X% of calls answered with Y seconds.