SLA Report

The SLA report is an on demand report where you can review the SLA status of a single device over a period that you specify.  From the device manager you can run an SLA report by selecting SLA in the action menu to the right of the device you wish to see.

The SLA report configuration contains the following choices:

SLAReport

Device:  This will be prefilled based upon the device that you clicked on.

Output format:  You can select the format you wish to receive the report in, PDF or CSV.

Report Period:  Select the period of detail that you want to break the report down into.  For example if you select a period of daily, there will be one line item in the report for each day.  If you select weekly there will be one line item for each week.

Monitoring locations:  There are three options, All Locations, detailed selection where a list will show up and you can select multiple locations, or you can chose a single location from the dropdown menu.

Response Filter:  Select a filter that you have created prior to running this report.  Filters allow you to filter out error conditions so that they do not appear in the report as errors.  an example of such a filter would be if a device often fails from one location due to a timeout, but it is working in all other locations, so you do not consider it to be an error if only one location times out.

Scheduler:  Select a schedule that you have created prior to running this report.  A schedule will limit the report to only include errors during the scheduled period.

SLA Uptime:  Enter the expected % of uptime for each period.  At the end of the report, the detail SLA table will highlight in red any period in which this level of uptime has not been achieved.

Start Date:  Enter a date and time you wish the report to begin with in the following format (dd/mm/yyyy hh:mm)

End Date:  Enter a date and time you wish the report to end with in the following format (dd/mm/yyyy hh:mm).  Note that if you do not select and end date it will default to the current date and time.

Report destination:  You can either select a notification group that you have predefined or enter an email address in the text field.

 

A service level agreement (SLA) is a contract between a service provider and the customer that stipulates and commits the service provider to a required level of service.

Dotcom-Monitor is set-up to monitor and report on commitments service providers make to customers in SLAs.

SLA’s must contain several provisions, including:

  • A specified level of service
  • Support options
  • Enforcement or penalty provisions for services not provided
  • A guaranteed level of system performance as it relates to downtime or uptime
  • A specified level of customer support
  • Specifications regarding what software or hardware will be provided and for what fee

SLA is a special reporting group that provides you with a single, simple view of SLA performance over specified time intervals. As a Dotcom-Monitor SLA customer, you can define in our web site monitoring system your SLA arrangement with your service provider. For example, you can specify that uptime for your web site for Monday through Friday between 9AM and 5PM is expected to be 99.98% and uptime between 5PM and 9AM should be 99.8% during weekdays and that uptime for weekends should be 99.5%. By entering the above parameters into our reporting tool, Dotcom-Monitor will produce daily, weekly and monthly summary monitoring reports showing the “when and why” if uptime is, or is not, met. These SLA reports can be used by both the customer, and the service provider.

For the customer SLA reporting creates benefits by:

  • Determining if a service provider meets expectations.
  • Providing real availability statistics to compare with the SLA.
  • Pinpointing to the service provider days and times when the SLA is not met.
  • Documenting when the SLA is not met in order to insure refunds based on the SLA contract.

For Service Providers SLA reports create benefits by:

  • Showing your customers that you care about their uptime.
  • Service Providers can provide SLA reports to customers to show that a third-party (Dotcom-Monitor) is determining if uptime is met, or if an SLA is exceeded.
  • Documentation proving actual uptime helps address disputes arising around the SLA, thus avoiding unnecessary charge backs.
  • Quickly identify the responsible parties if an SLA falls below an accepted threshold.

If you have an SLA with your hosting company, you can count on our website monitoring and network monitoring services to provide the information to monitor and enforce the agreement.

SLA reports may come in PDF and CSV format