ITPEC FE Subject A October 2025 Question 43
Topic: Service ManagementAlso asked in October 2019 and April 2022
IT services are provided under the conditions in the SLA shown below. What is the maximum number of hours of downtime in a month that can satisfy the SLA?
[Conditions in the SLA]
- •Number of business days per month: 30
- •Service hours: 7 AM to 11 PM on business days
- •Agreed availability: 99% or more
- •Maintenance time can be ignored.
Explanation
4.8 hours — the 1% allowance applies to the scheduled service hours, not to every hour of the month.
- •Service hours per day: 7 AM to 11 PM = 16 hours
- •Service hours per month: 16 × 30 = 480 hours
- •Allowed downtime: 480 × (1 − 0.99) = 480 × 0.01 = 4.8 hours
Answer (c)
Why not others:
- •(a) 1.2 — 4 × 30 × 0.01: a 4-hour day, as if the service ended at 11 AM instead of 11 PM
- •(b) 3.0 — would need 300 service hours, 10 a day, which no reading of 7 AM to 11 PM gives
- •(d) 7.2 — 24 × 30 × 0.01: counts all 720 hours of the month, including the 8 hours a day when no service is offered
Key rule: SLA availability is measured over the agreed service hours only, so the downtime allowance is service hours × (1 − agreed availability).
Service Management · AI-written, may contain errors
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