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.


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.

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. 


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.