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SLAs

Service Level Agreements (SLAs) in Alert Manager Enterprise (AME) enable automated event updates and notifications when objectives are violated or fulfilled. Each SLA objective is defined by start and end conditions, a threshold, and actions triggered upon violation or fulfillment.

info

Configure tenant-wide settings such as service hours and holidays before defining objectives.

Objectives​

The Objectives tab displays all existing SLA objectives.

Manage objectives with this button:

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Add SLA Objective

To create a new SLA objective:

  1. Click Add SLA Objective at the top of the list to open a modal.
  2. Assign a unique name to the SLA objective.
  3. (Optional) Add a description.
  4. Set the threshold (in minutes) within which the SLA must be fulfilled.
  5. Define the notification interval (in minutes) for post-violation notifications.
  6. Set a warning threshold (in minutes) for imminent violation alerts.
  7. Specify a start condition for the SLA.
  8. Specify a stop condition for the SLA.
  9. Define event updates for SLA violations.
  10. Define event updates for SLA fulfillment.
  11. Configure notification triggers for SLA violations.
  12. Configure notification triggers for SLA fulfillment.

Example: Response Time SLA Objective​

This example creates a response time SLA objective with these criteria:

  • Applies to events with "SLA" in the title.
  • Violates if an event remains in new status for over 60 minutes.
  • Sends a warning 15 minutes before violation.
  • Sends notifications every 15 minutes after violation.
Response Time Configuration Example

SLA Configuration:

  • Start Condition: ame.event_title contains "SLA"
  • Stop Condition: ame.status_type equals "in_progress" AND ame.status not equals "new"

Notification Scheme:

Configuration​

The Configuration page allows you to define:

  • Tenant timezone
  • Recurring holidays
  • Specific holidays