SLA Management

When certain performance levels are promised to your customers and partners, have you asked yourself the question – how can this be measured? How can both sides agree on what level of service meets the requirements of your business?  Service Level Agreements (SLAs) take the guesswork out of this discussion by establishing measurable values for both sides to track. In essence, a scorecard to answer am I delivering what I promised.  

In terms of the networks, servers and applications that make up a service delivery chain, each piece has separate components that can be monitored, tracked and reported against.  
•    How utilized were the links between remote offices and the home office?  
•    Did I get the bandwidth that the carrier promised to deliver?   
•    Did the server respond in the allotted period of time?  
•    Did the application respond within the parameters that were established?  
•    Did the routers pass the packets within the acceptable ranges for latency and jitter?

SevOne provides the source of truth in these discussions. By monitoring the devices and recording the performance data, we provide operations teams and their customers with the most complete real-time view of their performance levels against SLA target levels.  

Most customers choose to set alerts based on threshold values to get early indication of pending problems. If a customer is promised 40 millisecond response times on the network, an alert can be generated when I cross 30 milliseconds and latency stays there for more than one minute.

SevOne provides the reports, baselines, threshold alerts and historical reporting for successful SLA management.