# SLA Report

# SLA Report

> **Project:** {{PROJECT_NAME}}
> **Version:** {{VERSION}}
> **Date:** {{DATE}}
> **Author:** {{AUTHOR}}
> **Status:** Draft | In Review | Approved
> **Reviewers:** {{REVIEWERS}}

## Document History
| Version | Date | Author | Changes |
|---------|------|--------|---------|
| 0.1     | {{DATE}} | {{AUTHOR}} | Initial draft |

---

## 1. Reporting Period

| Field | Value |
|-------|-------|
| **Period** | {{MONTH}} {{YEAR}} |
| **From** | {{START_DATE}} 00:00:00 UTC |
| **To** | {{END_DATE}} 23:59:59 UTC |
| **Report Generated** | {{REPORT_DATE}} |
| **Generated By** | {{AUTHOR}} |

---

## 2. SLA Summary Table

<!-- GUIDANCE: One row per SLA commitment. Status should be immediately clear — green/pass or red/breach. -->

| Metric | SLA Target | Actual | Status | Notes |
|--------|------------|--------|--------|-------|
| Availability (uptime) | ≥ {{AVAIL_SLA}}% | {{AVAIL_ACTUAL}}% | ✅ Pass / ❌ Breach | |
| P95 Response Time | ≤ {{P95_SLA}}ms | {{P95_ACTUAL}}ms | ✅ Pass / ❌ Breach | |
| P99 Response Time | ≤ {{P99_SLA}}ms | {{P99_ACTUAL}}ms | ✅ Pass / ❌ Breach | |
| Error Rate | ≤ {{ERR_SLA}}% | {{ERR_ACTUAL}}% | ✅ Pass / ❌ Breach | |
| MTTR (P1 incidents) | ≤ {{MTTR_SLA}} | {{MTTR_ACTUAL}} | ✅ Pass / ❌ Breach | |
| MTTD (alert detection) | ≤ {{MTTD_SLA}} | {{MTTD_ACTUAL}} | ✅ Pass / ❌ Breach | |
| Scheduled maintenance | ≤ {{MAINT_SLA}}h/mo | {{MAINT_ACTUAL}}h | ✅ Pass / ❌ Breach | |

**Overall SLA compliance this period:** {{OVERALL_STATUS}} <!-- All targets met / {{N}} targets breached -->

---

## 3. Availability Report

### 3.1 Uptime Percentage

| Service | Total Minutes | Downtime Minutes | Uptime Minutes | Uptime % |
|---------|--------------|-----------------|----------------|----------|
| {{SERVICE_1}} | {{TOTAL_MIN}} | {{DOWN_MIN}} | {{UP_MIN}} | {{UP_PCT}}% |
| {{SERVICE_2}} | {{TOTAL_MIN}} | {{DOWN_MIN}} | {{UP_MIN}} | {{UP_PCT}}% |
| **Aggregate** | | | | **{{AGG_UPTIME}}%** |

*Note: Only unplanned downtime counts against SLA uptime calculations. See Section 3.3 for maintenance exclusions.*

### 3.2 Downtime Incidents

<!-- GUIDANCE: List every unplanned downtime event, regardless of duration. -->

| Incident ID | Start | End | Duration | Service | Cause | SLA Counted |
|-------------|-------|-----|----------|---------|-------|-------------|
| INC-{{ID}} | {{START}} | {{END}} | {{DURATION}}min | {{SERVICE}} | {{CAUSE}} | Yes / Excluded |

**Total unplanned downtime:** {{TOTAL_DOWNTIME}} minutes
**Downtime excluded (scheduled maintenance):** {{EXCL_DOWNTIME}} minutes

### 3.3 Maintenance Windows

<!-- GUIDANCE: Scheduled maintenance is typically excluded from SLA calculations per contract. Document for transparency. -->

| Date | Duration | Service Affected | Pre-announced | Purpose |
|------|----------|-----------------|---------------|---------|
| {{DATE}} | {{DURATION}}min | {{SERVICE}} | Yes ({{DAYS}} days advance notice) | {{PURPOSE}} |

---

## 4. Performance Report

### 4.1 Response Time

<!-- GUIDANCE: Aggregate statistics for the reporting period. Pull from monitoring system (Grafana, Datadog, etc.). -->

| Service / Endpoint | P50 | P90 | P95 | P99 | Max | SLA (P95) | Status |
|-------------------|-----|-----|-----|-----|-----|-----------|--------|
| Overall | {{P50}}ms | {{P90}}ms | {{P95}}ms | {{P99}}ms | {{MAX}}ms | {{SLA}}ms | ✅ / ❌ |
| `GET /` | {{P50}}ms | {{P90}}ms | {{P95}}ms | {{P99}}ms | {{MAX}}ms | {{SLA}}ms | ✅ / ❌ |
| `POST /api/{{RESOURCE}}` | {{P50}}ms | {{P90}}ms | {{P95}}ms | {{P99}}ms | {{MAX}}ms | {{SLA}}ms | ✅ / ❌ |

### 4.2 Throughput

| Service | Avg Requests/sec | Peak Requests/sec | Peak Time |
|---------|-----------------|------------------|-----------|
| {{SERVICE_1}} | {{AVG_RPS}} | {{PEAK_RPS}} | {{PEAK_TIME}} |

**Total requests served this period:** {{TOTAL_REQUESTS}}

### 4.3 Error Rate

| Service | Total Requests | 4xx Errors | 5xx Errors | Error Rate | SLA | Status |
|---------|---------------|-----------|-----------|------------|-----|--------|
| {{SERVICE_1}} | {{TOTAL}} | {{4XX}} | {{5XX}} | {{ERR_RATE}}% | ≤ {{ERR_SLA}}% | ✅ / ❌ |

---

## 5. Incident Summary

### 5.1 Incidents by Severity

| Severity | Count | Total Duration | Avg MTTR |
|----------|-------|----------------|----------|
| P1 (Critical) | {{P1_COUNT}} | {{P1_DURATION}} | {{P1_MTTR}} |
| P2 (High) | {{P2_COUNT}} | {{P2_DURATION}} | {{P2_MTTR}} |
| P3 (Medium) | {{P3_COUNT}} | {{P3_DURATION}} | {{P3_MTTR}} |
| P4 (Low) | {{P4_COUNT}} | {{P4_DURATION}} | {{P4_MTTR}} |
| **Total** | **{{TOTAL_COUNT}}** | **{{TOTAL_DURATION}}** | **{{AVG_MTTR}}** |

### 5.2 MTTR (Mean Time to Resolve)

| Severity | SLA Target | This Period | Last Period | Trend |
|----------|------------|-------------|-------------|-------|
| P1 | ≤ {{P1_MTTR_SLA}} | {{P1_MTTR_ACT}} | {{P1_MTTR_PREV}} | ↑ / ↓ / → |
| P2 | ≤ {{P2_MTTR_SLA}} | {{P2_MTTR_ACT}} | {{P2_MTTR_PREV}} | ↑ / ↓ / → |

### 5.3 MTTD (Mean Time to Detect)

| Period | MTTD | vs SLA | Trend |
|--------|------|--------|-------|
| This period | {{MTTD_ACT}} | {{MTTD_STATUS}} | ↑ / ↓ / → |
| Last period | {{MTTD_PREV}} | | |

---

## 6. SLA Breach Analysis

<!-- GUIDANCE: This section only populated if there was a breach. Be specific about cause and remediation. -->

{{#if SLA_BREACH}}

### Breach Details

| Breach # | Metric | SLA | Actual | Duration | Customers Affected |
|----------|--------|-----|--------|----------|--------------------|
| 1 | {{METRIC}} | {{SLA_TARGET}} | {{ACTUAL}} | {{BREACH_DURATION}} | {{CUSTOMERS}} |

### Root Cause

{{BREACH_ROOT_CAUSE}}

### Remediation

{{BREACH_REMEDIATION}}

### Contractual Obligations

<!-- GUIDANCE: What credits or notifications are required per SLA contract? -->

| Customer | Contract Reference | Credit Due | Notification Required | Notification Sent |
|----------|--------------------|------------|----------------------|-------------------|
| {{CUSTOMER}} | {{CONTRACT_REF}} | ${{CREDIT}} | Yes | {{DATE}} |

{{else}}

**No SLA breaches this period.** All commitments met.

{{/if}}

---

## 7. Trend Analysis

<!-- GUIDANCE: Month-over-month trends help identify improving or deteriorating reliability. -->

### Availability Trend (Last 6 Months)

| Month | Uptime % | vs Target | Incidents |
|-------|---------|-----------|-----------|
| {{MONTH_6}} | {{PCT}}% | {{STATUS}} | {{COUNT}} |
| {{MONTH_5}} | {{PCT}}% | {{STATUS}} | {{COUNT}} |
| {{MONTH_4}} | {{PCT}}% | {{STATUS}} | {{COUNT}} |
| {{MONTH_3}} | {{PCT}}% | {{STATUS}} | {{COUNT}} |
| {{MONTH_2}} | {{PCT}}% | {{STATUS}} | {{COUNT}} |
| **{{MONTH_1}} (This period)** | **{{PCT}}%** | **{{STATUS}}** | **{{COUNT}}** |

### P95 Latency Trend (Last 6 Months)

| Month | P95 (ms) | vs SLA |
|-------|---------|--------|
| {{MONTH_6}} | {{P95}}ms | ✅ / ❌ |
| {{MONTH_5}} | {{P95}}ms | ✅ / ❌ |
| {{MONTH_4}} | {{P95}}ms | ✅ / ❌ |
| {{MONTH_3}} | {{P95}}ms | ✅ / ❌ |
| {{MONTH_2}} | {{P95}}ms | ✅ / ❌ |
| **{{MONTH_1}} (This period)** | **{{P95}}ms** | ✅ / ❌ |

---

## 8. Improvement Initiatives

<!-- GUIDANCE: Document ongoing work to improve reliability. Connect to action items from post-mortems. -->

| Initiative | Source | Owner | Target Date | Status | Expected Impact |
|------------|--------|-------|-------------|--------|-----------------|
| {{INITIATIVE_1}} | Post-mortem INC-{{ID}} | {{OWNER}} | {{DATE}} | {{STATUS}} | +{{IMPACT}}% availability |
| {{INITIATIVE_2}} | Proactive | {{OWNER}} | {{DATE}} | {{STATUS}} | P99 < {{P99}} ms |
| {{INITIATIVE_3}} | Customer feedback | {{OWNER}} | {{DATE}} | {{STATUS}} | Reduce MTTR by 30% |

---

## 9. Customer Communication Summary

<!-- GUIDANCE: Document all SLA-related communications sent to customers this period. -->

| Date | Type | Recipients | Subject | Sent By |
|------|------|------------|---------|---------|
| {{DATE}} | Incident notification | All customers | {{SUBJECT}} | {{SENDER}} |
| {{DATE}} | SLA credit notice | Affected customers | {{SUBJECT}} | {{SENDER}} |
| {{DATE}} | Monthly SLA report | Enterprise customers | {{SUBJECT}} | {{SENDER}} |

---

## 10. Next Period Targets

<!-- GUIDANCE: Set specific targets for the next reporting period based on this period's performance and initiatives. -->

| Metric | This Period | Next Period Target | Rationale |
|--------|-------------|-------------------|-----------|
| Availability | {{AVAIL_ACT}}% | {{AVAIL_NEXT}}% | {{RATIONALE}} |
| P95 latency | {{P95_ACT}}ms | {{P95_NEXT}}ms | {{RATIONALE}} |
| Error rate | {{ERR_ACT}}% | {{ERR_NEXT}}% | {{RATIONALE}} |
| MTTR (P1) | {{MTTR_ACT}} | {{MTTR_NEXT}} | {{RATIONALE}} |

---

## Related Documents

- [Monitoring & Observability](../INFRASTRUCTURE/monitoring-observability.md)
- [Incident Report](./incident-report.md)
- [Post-Mortem](./post-mortem.md)

---

## Approval
| Role | Name | Date | Signature |
|------|------|------|-----------|
| Author | | | |
| Reviewer | | | |
| Approver | | | |