Building Service Models › How to Build a Service Model › Create and Assign a Service-Level Agreement

Create and Assign a Service-Level Agreement

A service-level agreement (SLA) is a contract that specifies the service expectations of internal or external customers. An example is the downtime that is acceptable for various resources.

An SLA can, for example, help ensure 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.

You can define SLAs when you define or edit service models using the SLA tab. CA SOI uses the measurable provisions that you specify in the SLA to monitor the real-time health of each associated service, and records outage time when the service is down. The recorded time is compared to the SLA thresholds to determine the status of the SLA for a given time period.

For more information about defining, managing, and visualizing SLAs, see Creating and Working with Service-Level Agreements.