How do I produce a telephony SLA report by month and by year?
By measuring every circuit all the time and adding it up. Because Monitor calls each voice circuit at the agreed pace, it knows when each one was down and for how long. Every month it builds the service report with the availability for the period and the last 12 months, and emails it to the people you chose. Reports and the SLA are for Enterprise customers.
What is in the report?
| Section | What it shows |
|---|---|
| Voice availability | The report period and the last 12 months, against the contract target |
| Incidents | How many, at what severity, and how long each one lasted |
| Downtime | The total for the period, per circuit |
| Average response | The time to first acknowledgment of each incident |
| The period, day by day | Which days had a confirmed failure on some circuit |
| By circuit and by carrier | The availability of each circuit and each carrier |
Example with demo data: 99.89% availability for the month and 99.91% over the last 12 months, 99.90% target met, 4 incidents, 3 h 55 min of downtime, and an average of 6 minutes to first acknowledgment.
How much downtime fits in 99.9%?
In a 365-day year, 99.9% availability allows about 8 hours and 46 minutes of downtime; 99.95%, about 4 hours and 23 minutes; 99.99%, about 53 minutes. In a 30-day month, 99.9% allows about 43 minutes. The math is always the same: the length of the period multiplied by (100% minus the target). The SLA calculator does the math for any target and period, and the guide Telephony SLA: yearly and monthly calculation explains what counts as an outage. The SLA glossary entry sums up the terms.
How do I use the report to enforce the carrier’s SLA?
Each incident in the report carries the start, end and duration, and each test call carries the SIP code and the Q.850 cause the route returned. With that, the ticket to the carrier stops being “the line went down” and becomes something like “the circuit failed from 02:14 to 02:51, with SIP 503 and cause 34” (example with demo data). The guide on how to enforce a carrier SLA with proof walks through it, and the SAC decree guide explains how to prove availability in regulated industries.
What is left out of the calculation?
The periods when the monitoring itself was blind because of a problem on 2N5’s side. They are taken out of the calculation and shown separately, because monitoring blindness is not an outage of your circuit, and an honest SLA figure cannot mix the two.
How does Monitor compare with SLA tools?
See the comparison with Sipfront, which also has an SLA feature, with the source for every claim.
Frequently asked questions
How do I calculate the availability SLA of my 0800 number?
Divide the time the 0800 completed calls by the total time in the period and multiply by 100. In 30 days (43,200 minutes), 90 minutes of downtime gives 99.79%. The hard part is measuring downtime: Monitor by 2N5 measures it with real calls, circuit by circuit, and adds up the duration of every confirmed incident.
How do I prove a carrier breached its SLA?
Take the carrier the report and, for each incident, the start and end time, the number called, the SIP code and Q.850 cause of every test call, and the last healthy call. It is the record that is usually missing when the carrier says it found no fault. Check the contract for which measurement counts and whether scheduled maintenance is left out.
How do I calculate 99.9% uptime per month?
In a 30-day month, 99.9% allows about 43 minutes of downtime; in a 365-day year, about 8 hours and 46 minutes. The math is always the length of the period multiplied by (100% minus the target): 43,200 minutes times 0.1% is 43.2 minutes. The site's SLA calculator does it for any target and period.
Why does the report show the last 12 months?
Because in Brazil the telephony SLA is usually measured over the year. The 12-month figure is what decides whether the target was met; the month and the last 30 days are shown for reference. On a contract with a monthly SLA, the month's figure counts, and it is in the report too.
Who receives the report?
The people your company chooses, by email, each in their own language, English or Portuguese. A branch manager can receive only the report for their part of the organization, so each area sees its own circuits without exposing the other areas' figures.
Does a monitoring failure count against me?
No. A period when 2N5 could not test the circuit because of a problem on 2N5's side is left out of the calculation and shown separately. Monitoring blindness never becomes downtime for your circuit, and an honest SLA figure does not mix the two.