APG is a performance and service level monitoring solution allowing effective management of the overall business performance. By consolidating both business and technology metrics, APG allows contractual SLA measurement and reporting.

Know which SLA will be Achieved or Lost

Once a service level report is created, users are able to monitor business compliance in real-time. SLA reports show strategic information to anticipate SLA achievement and prioritize efforts. Available indicators include:

• Best Case: Returns the value that we will be reached at the end of the month if, from this day forward, the resource remains up.
• Worst Case: Returns the value that we will be reached at the end of the month if, from this day forward, the resource is down.
• Probability: Indicates if the service level objective is already won, lost, or at risk.
• Permitted Downtime: Returns the downtime that is permissible by the end of the month to remain compliant.

Define your SLA Indicators

APG is designed to report on complex metrics found in many service level agreements. You can create your own SLA indicator by applying mathematical formulas on selected metrics such as service availability, latency, packet loss, or any other collected metric. An extensive library of preconfigured formulas like percentile and baseline deviation is available in APG’s standard distribution. Once created, SLA indicators are monitored against the IT resources supporting business services.

Exclude Maintenance Periods from SLA Calculation

Outages occurring during maintenance periods should not be considered in SLA monitoring. Users can exclude outages manually, before or after the fact. APG offers them to document the reason for each outage and link this information with your incident management solution, also known as the IT Service Management (ITSM).