Example SLA and Service Credit Calculation. 1.3.1 IaaS Application, Operating System, or Virtual Machine SLA A customer pays £3,500.00 per month for their contracted managed cloud services, £1,000.00 of which is the cost of their 100GB vRAM resource pool. The resource pool comprises 10 VMs. 1 of the 10 VMs, with a vRAM allocated of 25GB is unavailable for 2 hours in a given month. Assessment: 1 of the 10 VMs was “Unavailable” for 1-3 hours which means service credits are payable on 25GB of the 100GB vRAM of the customer’s VMs. Calculation: The SLA is 99.99% so the permitted monthly outage is 4 minutes and 22 seconds, therefore total Unavailable Time is: 2 hours – 4 minutes and 22 seconds = 1 hour 55 minutes and 38 seconds This means service credits are payable at 10% The monthly cost of the VM which was unavailable for 1 hour 55 minutes and 38 seconds is: 25/100 x £1,000.00 = £250.00 10% of this monthly cost of the product is: 10% x £250.00 = £25.00 Service Credit: £25.00
Example SLA and Service Credit Calculation. 2.5.1 P1 Incident A customer pays £3,000.00 per month for their IaaS Storage contract, £2,000.00 of which is for Service Management. Proact have responded to 6 out of 8 P1 incidents the customer reported in a given quarter within 30 minutes. Assessment: Proact have fallen 24.5% below the P1 support SLA, so service credits are payable at 10% of the quarterly charge for service management. Calculation: The SLA is to respond to 99.5% of priority 1 (P1) incidents per quarter year, within 30 minutes, and the achieved response % is: (6/8) x 100% = 75% (24.5% below target) This means service credits are payable at 10% The quarterly charge for service management is: £2,000.00 x 3 = £6,000.00 10% of this quarterly charge is: 10% x £6,000.00 = £600.00 Service Credit: £600.00
