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SLA calculation › Using Service Level Management › Service Level Management › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Use exact times in SLA calculations

When business percentages are used for SLA calculations, they are rounded up to two decimal places.

Before you begin

Role required: admin

About this task

As a result, breaches can occur when SLA calculations are rounded up to 100%. You can enable SLA calculations to instead use the business time or actual time left.

For example, a business percentage of 99.951% is rounded up to 100%, which causes a breach.

For more accurate SLA calculations, enable the SLA engine property for using the exact value of the business time left if a schedule is specified or the actual time left if the SLA has no schedule specified.

Procedure

  1. Go to Service Level Management > Properties > SLA Engine.

  2. For the Use field "business_time_left" to calculate breach time instead of "business_percentage" field property, select the Yes check box.

  3. Click Save.

Parent Topic:SLA calculation