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# How can MyOperator SLA be calculated?

# Calculate SLA in MyOperator (component-level method)

|| Info
Applies to: Admins/Owners, Finance/Ops, and Support reviewers.
Outcome: Compute monthly uptime % for a specific component (e.g., Incoming — Delhi (TATA), Outgoing — Mumbai, IVR, SMS).
Time to complete: 5–10 minutes.

## What "component-level SLA" means

MyOperator measures uptime per component (direction + service + region/provider). An incident on one component does not penalize others.

---

## Prerequisites

* The component name you’re calculating for (e.g., _Incoming — Delhi (TATA)_).
* The billing month in IST (Asia/Kolkata).
* Access to Status Page/Incident log (or Dashboard export) showing: start time, end time, component(s), and labels such as _No SLA Impact_ or _Planned Maintenance_.
* (Optional) Spreadsheet tool (Excel/Google Sheets) for formulas.

---

## Step-by-step calculation

1. Define total minutes in month (IST)

   TotalMinutes = DaysInMonth × 24 × 60

   Sheets formula (copy-paste):

   * Place any date of the month in `A1`.
   * `= (EOMONTH(A1,0) - EOMONTH(A1,-1)) * 1440`

2. Collect incident windows for the chosen component

   From Status/Incidents, list all entries where this component is marked _Degraded_ or _Outage_ within the month.

   * Exclude incidents tagged **No SLA Impact** (see section below).
   * Exclude incidents tagged **Planned Maintenance** (inside the announced window).

3. Trim to the month boundaries (IST)

   For incidents spanning month edges, count only the overlap minutes within the month.

4. Sum downtime minutes

   DowntimeMinutes = Σ (IncidentEnd − IncidentStart) in minutes

   Sheets helper (per row):

   * Start in `B` (Start) and `C` (End) as date-time (IST).
   * Duration minutes in `D`: `= (C2 - B2) * 1440`
   * Total: `= SUM(D:D)`

5. Compute uptime % for the component

   Uptime% = (1 − DowntimeMinutes / TotalMinutes) × 100

   Sheets formula:
   `= ROUND( (1 - (Downtime/Total)) * 100, 4 )`

6. State the result clearly

   "Incoming — Delhi (TATA) uptime for July 2025 (IST): 99.9820% (Downtime: 7.8 minutes / Total: 44,640 minutes)."

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## Partial/low-impact handling

* Incidents labeled "No SLA Impact" are excluded from downtime tallies.
* These typically reflect minor or localized issues where measurable service levels remained within policy thresholds.
* You will still see them on the Status Page for transparency, but they do not reduce uptime%.

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## Edge cases & exclusions

* Planned maintenance within an announced window → excluded from downtime.
* Multi-component incidents: Count downtime separately per component affected. Do not add components together.
* Cross-month incidents: Count only minutes that fall inside the target month (IST).
* Intermittent flaps: Merge contiguous/overlapping windows before summing, to avoid double-counting.
* Data sources disagree: Prefer the official Status/Incident export; attach notes if you adjust times.

---

## Troubleshooting & escalation

**If your internal calculation doesn’t match ours, send:**

* Component name + Month (IST)
* Your downtime tally (minutes) and the incidents you counted
* Export/CSV or screenshots showing start/end times and labels

**Escalation template (copy-paste):**

Subject: SLA calc check — [Component] — [Month, YYYY]

Body:

* Account/Company: [Name]
* Component: [e.g., Incoming — Delhi (TATA)]
* Month (IST): [e.g., July 2025]
* My tally: [Downtime minutes / Uptime %]
* Incidents included: [#IDs + times]
* Excluded as No SLA Impact / Planned: [#IDs]
* Notes: [overlaps/edge handling]

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## FAQ

**Does an “Outgoing — North Region” issue affect “Incoming — North Region” SLA?**  
No. SLAs are computed independently per component.

**How precise are times?**  
All calculations use IST timestamps; round minutes according to the incident export (no per-second rounding unless specified).

**Can I publish an overall account SLA?**  
You may present a reporting roll-up (e.g., weighted by traffic), but contractual SLA remains per component.