OneSight Administrator Guide

Creating SLAs
When configuring the SLA you can set up a schedule for receiving
notification of any SLOs in the SLA that are below a specified
warning level. The warning level is a “target” that allows you to
proactively respond before service levels are missed. An email
containing a report is sent if at least one SLO is in a warning state.
This report can also be viewed from the reports menu. It is the third
view of the SLA.
SLA status can be viewed by selecting SLA Status on the Console
main menu. Reports can be viewed by selecting the Reports tab.
The ongoing process of service level management includes the
following steps:
Benchmarking – The process of measuring and understanding
what you are already providing. Prior to setting targets for your
Service Level Objective you should understand the level of
performance that you are currently delivering. You should
understand how each transaction or monitored element has
performed historically because for example, you would not want
to commit to a five second SLO for response time when the
transaction has never performed under seven seconds.
The things that you benchmark depend on your services and
requirements. For example, you may benchmark the response
time perceived by users, the accuracy of content and data, the
ability to complete end-user transactions, or operational
efficiency such as mean time to repair or mean time between
failures.
Defining – The process of defining Service Level Agreements and
setting realistic Service Level Objectives. Each end-user service
can be managed separately based on the business needs. Targets
and warning thresholds should be based on the benchmark
results.
In addition, the objectives can be managed according to business
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