SLA monitoring: measure the uptime you promised, from the outside

What counts as downtime in the number we report

Tenium measures uptime as the share of a period not covered by a confirmed incident. An incident opens only when the confirming regions agree that the check is failing, and it closes when they agree it has recovered. A single region that cannot reach you, a flaky route, or one failed request that the next check disproves never opens an incident and therefore never costs you any of your allowance.

Two things are deliberately outside the number. Time inside a maintenance window is excluded, because most contracts carve out planned work. And the figure is an outside view: it says what a visitor would have seen, not what your host's internal dashboard says about its servers. The two rarely agree, and when a contract is signed on the host's number, quote that one in the contract and use ours as the independent check.

From percentage to minutes

Percentages flatter. Over a 30-day month, 99% allows 7.2 hours of downtime, 99.9% allows 43.2 minutes, 99.95% allows 21.6 minutes and 99.99% allows 4.3 minutes. Each extra nine divides the allowance by ten, while the effort to meet it grows much faster. The calculator on this page turns your target into minutes and compares it with the downtime so far; the full table is in the uptime calculator, which also has a mean time to repair mode.

If one component promises 99.9% and another 99.95%, a page that needs both is available about 99.85% of the time. Promise the client less than your best component, and keep the arithmetic where they can see it.

Showing the number to the client

The uptime figure appears on the status page and in the monthly report. Starter ($7) sends a plain summary e-mail to the account owner. Pro ($29) adds one branded PDF report, and Agency ($59) sends an own-brand report for every client workspace on the 1st. See client reports.

Tenium does not calculate service credits, does not file claims with your host, and does not promise that its own measurements are legally binding. It is the evidence layer: timestamps, confirming regions and response excerpts for every incident, in a form you can attach to an e-mail.