Service Level Agreements (SLA)

Service Level Agreements (SLA) means the service level and response time which must be delivered to an end user. SLA’s are negotiated between IT departments and business units. According to Forrester Consulting, 40% of technical quality reports (SLA measurements) do not provide all of the information managers would like to see. With ip-label tools, IT managers can track performance in real time and produce reports on Service Level Agreements complete with all the data they require.

 

Service Level Agreements (sla) & the end-user

SLA are contracts which define the service provider’s obligations with respect to the quality of service provided and the penalties incurred in case of non-compliance. Quality must be measured according to objective criteria agreed on by both parties. Examples: application availability target during office hours; maximum time to restore service in case of an incident.

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.

In the context of implementation of our end-user monitoring solutions, scenarios make it possible to model the representative transactions of the service to monitor from a variety of locations. Within our end-user monitoring solutions transactions can be grouped by application and by business process. 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 SLM policies.

 

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