SLA
SLA: Management Practices for Service Level Agreements
Understanding SLA design, monitoring, and achievement analysis methods
Basic Concept of SLA
SLA (Service Level Agreement) is a formal agreement between service provider and customer regarding service quality levels.
SLA Design & Management
SLA design needs to balance business requirements and service costs. iDCOS supports SLA rule engine for automatic SLA tracking.
SLA & SmartBSM
SmartBSM supports establishing SLA views for business services, displaying availability metrics and service quality trends.
- 99.9% SLA means monthly downtime no more than 43.8 minutes,Multi-level SLA supports differentiated commitments for business importance,SLA monitoring needs to combine with business service views,SLA achievement rate is an important assessment metric for O&M teams,SmartBSM provides SLA achievement reports and trend analysis