SLA Management
Solution Overview
APG is a performance and service level management solution allowing effective management of the overall business performance. By consolidating both business and technology metrics, APG allows contractual SLA measurement and reporting.
Key Features
Know at any time which SLAs are already achieved or lost
Once a service-level report is created, users are able to track the compliance in real-time. SLA reports show all the strategic information used to anticipate SLA and prioritize efforts, including indicators such as:
Best Case indicator
It returns the value that we will be reached at the end of the month, if from this day forwards the resource is up.
Worst Case indicator
It returns the value that we will be reached at the end of the month, if from this day forwards the resource is down.
Probability indicator
It indicates if the Service Level Objective is already won, lost, or at risk.
Permitted downtime indicator
It returns the downtime that can be afforded by the end of the month in order to be compliant.
Anticipate your SLAs before the end of the month
Define complex SLAs indicators
APG is designed to report on complex metrics found in many SLAs. You can map your own SLA indicator by applying mathematical formulas on the metrics participating in the calculation (e.g.: service availability, latency, packet loss, or any other collected metrics). An extensive library of preconfigured formulas is ready-to-use, such as percentile X, baseline deviation, and more. Once created, SLA indicators are calculated against the IT resources supporting the business service. Business services can manually be defined or automatically mapped from an external source.
Exclude Maintenance Periods from SLA calculation
Outages occurring during maintenance periods are not considered in the SLA calculation. Users can exclude outages manually, before or after the fact, document the reasons for each outage and link it with your incident management, also known as the IT Service Management (ITSM).
Publish easy-to-understand SLA reports to customers
Once created, the SLA report is available in real-time and over time periods (e.g.: for example since the beginning of the month or a specific day). Thresholds help you verify SLA compliancy.