Service Commitment SLA

zuhaili · 3 weeks ago

We are trying to update the SLA Definition by using Service commitment. I have a few queries to ask regarding it right now. We measure SLA by three bands (1,2 and 3). Performance band 1 would be >= 90%. Performance band 2 would be between <= 85% and < 90%. Performance Band 3 would be < 85%.

1. How do we cater for Performance band 2, where the SLA Percentage is between 2 different percentages?
2. Is there a way that we can create 1 Service commitment with multiple SLA Definition?

Mathew Hillyard · 3 weeks ago

Hi @zuhaili

Yes. The SLA result data can be measured against your three metrics. Then in each metric you measure the SLA performance against the % limit of the metric (or metric span for the 85-90%).

Typically a commitment would define what the contract has agreed will be the level of service for the Service offering - it's typically not 100% as that is probably unachievable, so normally if it's a critical service it's usually a 99.9% commitment or similar.

I think that would meet your requirements. Give it a try and let me know if you encounter any difficulties.

I hope this helps!

Mat

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Mathew Hillyard · 3 weeks ago

Hi @zuhaili

Yes. The SLA result data can be measured against your three metrics. Then in each metric you measure the SLA performance against the % limit of the metric (or metric span for the 85-90%).

Typically a commitment would define what the contract has agreed will be the level of service for the Service offering - it's typically not 100% as that is probably unachievable, so normally if it's a critical service it's usually a 99.9% commitment or similar.

I think that would meet your requirements. Give it a try and let me know if you encounter any difficulties.

I hope this helps!

Mat

zuhaili · 2 weeks ago

Hi @Mathew Hillyard ,

Thanks!