10. Business Service/SLA

With Motadata’s Business Service/SLA (Service Level Agreement), you can monitor the impact of network quality and enforce an SLA contract to compute penalty. The service level agreements for the monitors of a business service helps you evaluate if the acceptability criteria is met or not. For example: you are running an ERP stack that requires a SQL database, router, active directory, firewall and Apache HTTP server. Now if any service is down, it will affect the SLA of whole stack. The menu monitors not only the performance of each component, but also evaluates its impact on whole stack. For the amount of impact, the service contract computes the penalty agreed between your company and the vendor.

How SLA Works

SLA uses the key performance indicators (KPI) to determine the health of SLA. Each KPI has a threshold and set of monitors associated with it. Motadata constantly evaluates the monitors with the KPI threshold. An SLA can have any number of KPIs. When all the monitors are under the threshold value, the SLA is clear. When any monitor breaches the threshold value, the SLA comes under critical state.

How Service Contract Works

The service contract contains the range and penalty information. Each SLA is connected with a service contract. When an SLA health falls in certain range, the penalty is displayed against it.

SLA Benefits

  • Complete trend monitoring of your business operations

  • Offer child business service with nested Business Services Management (BSM)

  • Provide visualization by the gauge of BSM

  • More precise notifications on monitor network accessibility, server health, bandwidth usage, quality of network traffic, application and network performance

  • Preliminary notifications if network starts showing symptoms of bad health.

  • Detailed reports about network/device failures.

  • SLA Management gives you better visibility on how much you are meeting the needs of your customers

  • Standards based approach to manage IT resources, reduce operational costs and improve efficiency of IT services.

  • Instant revenue calculations in case of breach at different levels.

Ensure Timely Resolution

  • Create SLA(s) to ensure better service across all your networking devices

  • Configure separate SLA(s) for incidents and service requests.

  • Configure response time SLA(s) and appropriate Targets to ensure faster response to end users.

  • Configure business hours for the service level targets. You can choose high priority and high impact service level targets for 24/7.

Note

  • When monitor is in maintenance mode, the SLA will take it’s previous state and carry forward it over the maintenance time.

  • To create a business service view, all service components’ monitors must be available and Alerts must be configured on them with desired performance attributes.

  • Any changes made to the existing business SLA like updating name or change in the number of monitors, will reset its data completely. In this case, Business SLA will start a fresh calculation after the changes are saved. Also, the data which gets reset cannot be recovered or restored.