A service-level agreement (SLA) defines the service expectations of internal or external customers such as how much downtime is acceptable for various resources.
An SLA can, for example, guarantee that an online shopping site is available and delivering the level of service that internet shoppers expect. If performance is poor, some transactions can be lost, thus reducing profits and discouraging repeat customers.
When you create or edit a service, you can associate an SLA with the service that is monitored and other service metrics. The SLA can contain distinct monitoring periods, the type of outage to monitor, and a violation threshold.
SLA data is available from the dashboards and in the Service SLA Summary report. This report provides a way of tracking the service SLA and viewing SLA violations and outage periods that can create a risk for future violations.
For more information about creating and managing SLAs, see the Service Modeling Best Practices Guide.
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