ERP SaaS SLA Uptime and Service Credit Calculator
A vendor that promises 99.9 percent availability is promising roughly 43 minutes of downtime a month, not zero. This calculator makes the numbers concrete so you can compare SLA offers and check whether a credit is owed.
Your numbers
Contracted monthly availability target.
Total unplanned outage minutes in the period.
Scheduled maintenance or other minutes the contract excludes.
Taken from the credit table in your agreement.
Your results
Illustrative arithmetic. Your agreement defines how downtime is measured, what is excluded and how credits are claimed, and credits are often the sole remedy.
Allowed downtime vs SLA percentage
Sweeps SLA availability from 99 to 99.99, holding your other inputs fixed.
Availability monitoring discussion
An optional talk on monitoring the ERP availability that matters to your plants.
Optional. The tool and every export work without this. No spam.
How to use the calculator
Enter the contracted availability, the length of the measurement period and the unplanned downtime you observed. Add any minutes the contract excludes, such as scheduled maintenance windows. The tool shows the allowed downtime, your measured availability, the minutes beyond the allowance and the service credit using the percentage from your own agreement. Use it for both negotiation and monthly review.
The arithmetic behind availability
Allowed downtime equals total minutes in the period multiplied by one minus the SLA fraction. Over a 30 day month there are 43,200 minutes, so 99.9 percent allows about 43 minutes, 99.5 percent allows 216 minutes and 99.99 percent allows about 4 minutes. The step from 99.9 to 99.99 percent is a tenfold reduction, which is why higher tiers cost more and why vendors may measure over a quarter or year instead of a month.
- 99.0 percent: about 7.2 hours per month
- 99.9 percent: about 43 minutes per month
- 99.99 percent: about 4.3 minutes per month
Reading the result
If counted downtime exceeds the allowance, a credit is estimated using your input percentage. Many agreements use tiered credits, so check the actual table. The more important question for an ERP is whether availability matters during your critical windows: a short outage during month end close or a production shift change can cost far more than the same outage on a quiet Sunday.
Common mistakes
Buyers accept a monthly percentage without reading the exclusions, which may include maintenance, third-party failures and force majeure. Others forget that credits are normally requested by the customer within a deadline, and they may be the only remedy. Ask whether performance degradation counts as downtime and whether the SLA covers the integration endpoints you depend on.
Frequently Asked Questions
How much downtime does 99.9 percent allow?
About 43 minutes in a 30 day month, or roughly 8.8 hours across a year. Higher targets shrink this quickly: 99.99 percent allows around four minutes a month and 99.5 percent allows about 3.6 hours.
Does scheduled maintenance count against the SLA?
Usually not, if it falls inside a notified maintenance window defined in the contract. Check how many hours per month the window can take and how much notice the vendor must provide.
Are service credits a good remedy?
They are a modest incentive rather than compensation for lost production. Credits are often capped and may be the sole remedy. For serious or repeated failures, negotiate termination rights for chronic SLA breach.
Should we ask for a higher SLA?
Only if the business impact justifies it. Compare the extra cost with the cost of an hour of ERP downtime in your operation, and consider measuring in critical windows, such as close and shipping cut-off, rather than flat monthly averages.
If your ERP is on-premises or hybrid, Netray can discuss monitoring the availability that matters to your plants. The calculator works independently of any product.
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