Service Level Agreements (SLA)

Service Level Agreements (SLA) means the levels of service and response times which must be delivered to an end user regarding applications or digital services. SLA’s are negotiated between IT departments and business units to meet the business requirements. ip-label’s monitoring tools allow you to measure application performance in real time and produce reports on service levels to track your key performance indicators and agreements.

 

Service Level Agreements (SLA) & User Experience

Service Level Agreements are contracts which define the service provider’s obligations with respect to the quality of experience provided and the penalties incurred in case of non-compliance. Quality must be measured according to objective criteria agreed on by both parties, such as application availability target during office hours. SLAs drawn up between the provider and the client define the precise terms of the services to be monitored, the conditions of monitoring, the associated indicators and the objectives or thresholds characterizing the expected level of service.

Business departments are primarily interested in the availability and performance of their business operations. Consequently quality of experience must be integrated into any formal agreement. Moreover, availability and response times are two of the service level agreements mentioned by ITIL requirements:

  • Measuring service unavailability: the inability for the user to carry out their business activity.
  • Measuring average and/or maximum transaction response times for end users.

 

Measuring & Monitoring IT Service Levels

Measuring and monitoring tools must be deployed whenever the IT department’s customers require visibility over service availability and application performance. ip-label’s position as a trusted third party, which is neither judge nor jury provides neutrality and objective measurements and performance dashboards. This impartiality allows for objective communication between parties (service provider and user).
ip-label’s end-user monitoring tools make it possible to model the representative transactions of the service to monitor from a variety of locations. The statuses of scenarios which our active agents run make it possible to infer the general status of the service. This “real time” supervision, combined with the calculation of indicators and the generation of alarms, facilitates the setup of Service Level Management policies.

 

Cloud Computing, SLA and Application Monitoring

The need to define and monitor pertinent and transparent SLAs in the relationship with outside service providers, such as IT outsourcing specialists, cloud service providers (IaaS, PaaS, SaaS, CaaS) and CDN service providers, as well as online content providers is increasing business critical. ip-label’s quality of experience tools and indicators are the basis for establishing a quality baseline that client companies have in common with their various providers. Such indicators facilitate the setup and tracking of availability and performance objectives focusing on real usages, and can be checked at any time by both parties (as opposed to targets centered on infrastructures or content outside their customer usage context, which providers alone can check).

Want to know more about SLA best practices?

Talk to our experts