We are currently reviewing SLA calculation by calculating raw data from PRTG. Let us say that we want to calculate SLA from 1 to 31 January 2019 (31 days), in this interval we know this data (by analysing raw data):

- Uptime: 25 days
- Downtime: 3 days
- Unknown: 3 days

My questions are:

- How to calculate SLA from that data? Is this correct: SLA = Uptime/(Uptime + Downtime)? So, the 'unknown' will not be used for calculation, right?
- What are the main cause of 'unknown' state?
- If 'unknown' state occurs in uptime state, can we assume than 'unknown' as uptime? Vice versa, if 'unknown' state occurs in downtime state, can we assume than 'unknown' as downtime?
- Is there a way to calculate/count/sum unknown time from raw data fast? By an API maybe.

Thanks a lot in advance.

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