SLAs

With Service Level Agreements (SLAs) automated updates and notifications for events can be defined when an objective is violated. SLA objectives are defined by a set of start and end conditions, a threshold and a set of actions to be taken upon violation \ or fulfillment of the objective.

info

Before defining objectives, first configure service hours, holidays and other tenant-wide settings

Objectives

The Objective tab shows all existing objectives.

Use the following button to manage objective:

Button	Function
	Add SLA Objective

To create a new SLA Objective:

1. Click the Add SLA Objective button at the top of the list. A modal window will open.
2. Give the SLA Objective a unique name.
3. Add a description (Optional)
4. Set the threshold to set the period within the SLA must be fulfilled.
5. Set the notification interval at which notification will be sent after the SLA has been violated.
6. Add a threshold to send warnings if an SLA is violation is imminent.
7. Set a condition, for starting the SLA
8. Set a condition, for stoping the SLA
9. Define updates on violations
10. Define updates on fulfillment
11. Define SLA violation notification triggers
12. Define SLA fulfillment notification triggers

Example

The goal in this example is to create a response time SLA Objective.

• Only events that contain the string SLA in the title are considered
• A violation occures if an event stays in the status type new for more than 60 Minutes
• Before the violation a notification will be sent out 15 minutes before.
• After the violation notifications will be sent out every 15 Minutes.

Response Time Configuration Example

SLA Configuration:

Conditions:

• Start condition ame.event_title equals *SLA*
• Stop condition ame.status_type equals in_progress and ame.status not equal new

Notification Scheme Notification:

Configuration

The configuration page is used to define:

• Tenant timezone
• Recurrinc holidays
• Specific holidays