Using AlertSite UXM > Service Level Agreements > Create a Service Level Agreement

Create a Service Level Agreement (SLA)

You can add service level agreements (SLA) to your monitors to define the acceptable parameters of operation for your websites and APIs. You can set SLA objectives for uptime, availability and response time (or full page response time). Once set, you can use AlertSite dashboards and reports to review the monitor metrics as compared to the SLA goals.

Note: You need to be an Admin or Co-Admin user to create or edit SLAs.

In This Topic

1. Prepare the Monitor

To monitor SLA compliance, you first need to create monitors for your key pages and transactions.

If you want to monitor uptime in addition to availability, configure the monitor with the SLA (MultiPOP) monitoring mode and at least 2 locations. This mode is available for all website, real-browser and API monitors except those using private monitoring locations (Private Node Server or InSite). You can choose to rotate locations, with 2 or more locations per interval.

Uptime monitoring requires multiple locations, because locations coordinate with each other to see if the site is up or down globally. For example, if two out of three locations can reach your site, it is still considered up. It is only considered down when no locations can reach it.

SLA (MultiPOP) monitoring mode

You can also use other monitoring modesGlobal Verify, Primary and others. In this case you will be able to set SLA for availability and response time, but not uptime.

2. Create an SLA

3. Define SLA Operating Periods

SLA operating periods are the days and hours when the SLA is in effect. The default operating period for new SLAs is 24/7. However, some application SLAs are only enforced on specific days and hours, such as business hours (Monday–Friday, 9 AM–5 PM). If so, you need to configure your SLA schedule appropriately. Data falling outside of SLA operating periods will not be included in your SLA calculations.

To define SLA operating periods:

4. Add One-Time Exclusions

SLA exclusions are one-time instances when the SLA is not in effect, such as during scheduled maintenance. Monitoring stills happens, but the results are not included in your SLA calculations.

To add an exclusion:

Monitoring data from these periods will now be excluded from SLA calculations.

SLA Alerts

Monitors with an SLA follow the usual AlertSite alerting rules. For example, they send availability alerts on HTTP errors, missing keywords and other conditions specified in the monitor settings. To receive response time alerts, you will need to set performance thresholds in the monitor settings as explained in Performance Alerts.

Alerts are always based on the test results, rather than on how the results compare to the SLA goals. This is because the SLA goal is an average over a given reporting period – day, week, month and so on. Typically, a spike in the response time can usually be ignored as long as the average is OK.

SLA (MultiPOP) Alerting Specifics

Monitors with the SLA (MultiPOP) monitoring mode have an extra option to control availability alerts – you can specify the minimum number of error locations for an alert to trigger. You can choose to be notified if 1, 2, 3 or all monitoring locations detect an error at the during the same run interval.


See Also

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