Service Level Agreement Report

Last updated on 19 October, 2022

The Service Level Agreement (SLA) report shows the percentage of time that one or more datapoint values met or didn’t meet specified SLA thresholds. You can create individual SLA reports for a set of Resources or Websites.

How the SLA Report is Calculated

For each individual website or resource included in your SLA report, the baseline calculation is the amount of time the resource or website met its acceptable service levels compared to the amount of time covered by your SLA.

The individual SLA value for a website or resource will be aggregated with the SLA values of other websites or resources monitored by the report when:

  • Multiple websites or resources are selected as a single metric.
  • The SLA report provides an overall, single SLA summary value for all websites or resources monitored.

The calculation options you can choose from will depend on whether you are measuring performance across websites or resources.

Measuring Performance Across Websites

When running the SLA report for websites, the aggregated SLA value is calculated by averaging the percentage of time in which acceptable service levels were maintained by the individual websites. For example, consider that an SLA report is measuring the availability of the following four websites over a one-day period:

  • Website A: Unavailable from 8-9am; 95.83% (23/24 hours)
  • Website B: Unavailable from 9-10am; 95.83% (available 23/24 hours);
  • Website C: No unavailability; 100% (24/24 hours)
  • Website D: Unavailable from 8:30-9:30am; 95.83% (23/24 hours)

The overall aggregated SLA value for websites A, B, C, and D is 96.87%, which is the average of their individual availabilities.

Measuring Performance Across Resources

When running the SLA report for resources, there are two calculation methods available for determining the aggregated SLA value. One of the methods is the one described in the previous section (that is, averaging the percentage of time in which acceptable service levels were maintained by the individual resources).

The other calculation method measures the percentage of time in which all resources concurrently met their individual thresholds for acceptable service levels. For example, consider that an SLA report is measuring performance thresholds for the following four resources over a one-day period:

  • Resource A: Fell below the defined threshold of acceptable service level from 8-9 am
  • Resource B: Fell below the defined threshold of acceptable service level from 9-10 am
  • Resource C: Met acceptable service level threshold all-day
  • Resource D: Fell below the defined threshold of acceptable service level from 8:30-9:30 am

Based on these metrics, the total window of time in which at least one resource was performing at a subpar level was from 8-10 am, which evaluates to an overall SLA value of 91.67%. If these four resources were calculated using the average approach of the other calculation method, the overall SLA value would be 96.87%

Configuring an SLA Report

To add a new SLA report:

  1. Select Reports > Add Report > SLA to open the report settings.

General Settings

  1. (Required) Enter a Name. Report names cannot include the operators and comparison functions used in LogicMonitor’s datapoint expression syntax.
  2. Enter a Description. For example, describe the specific purpose of the report.
  3. (Required) Enter a Report Group to set where your report will be stored. Matching groups will display as you type and you can select from the list.
  4. Set the report’s output Format, which can be HTML, CSV, or PDF.
  5. Set the Report Availability. This option specifies how long the generated report remains available online.

SLA Website Settings

Under SLA Settings:

  1. Select Website.
  2. Define the SLA Period, which is the days and time in which the SLA is effective. This setting should represent the time range of your actual SLA and not the time range of the report.
    • Select All Day if your SLA spans all 24 hours of the selected days.
    • If the SLA does not cover the 24 hours, select Time range to define a window of time down to the quarter hour within each day.
  3. Under Time Range, select a Predefined time range or set a Custom time range. This setting indicates the duration of time for which you want to review website data.
  4. Define the SLA Metrics, which will be the datapoints to track for this report based on the corresponding SLA.
    • Use the Resource Group and Website to add a metric row. You can configure a row for each metric.
    • Check Exclude SDT periods to remove scheduled downtime (SDT) from the SLA calculations.
  5. Continue to Report Schedule Settings. 

SLA Resource Settings

Under SLA Settings:

  1. Select Resource.
  2. Define the SLA Period, which is the days and time in which the SLA is effective. This setting should represent the time range of your actual SLA and not the time range of the report.
    • Select All Day if your SLA spans all 24 hours of the selected days.
    • If the SLA does not cover the 24 hours, select Time range to define a window of time down to the quarter hour within each day.
  3. Under Time Range, select a Predefined time range or set a Custom time range. This setting indicates the duration of time for which you want to review website data.
  4. Select the Behavior when no data is collected, which defines what impact a period of no data has on the SLA calculation.
    • Ignore (subtract from total possible time)–This option does not include unmonitored time in its SLA calculations. For example, if your report’s time range spans 100 hours, of which there are five hours of missing data, the report will calculate the SLA value based on a total time range of 95 hours.
    • Count as violation (subtract from uptime)–This option will consider any unmonitored time as a violation against your SLA. For example, if your report’s time range spans 100 hours, of which 15 of those hours represent performance that doesn’t meet SLA thresholds and five of those hours represent no data received, the report will calculate SLA violation time as 20 hours, which results in an overall SLA value of 80%.
    • Count as available (add to uptime)–This option will consider any unmonitored time as meeting SLA requirements. For example, if your report’s time range spans 100 hours, of which 15 of those hours represent performance that doesn’t meet SLA thresholds and five of those hours represent no data received, the report will calculate SLA violation time as 15 hours, which results in an SLA value of 85%.
  5. Select a Calculation Method.
    • Percent of all resources available–Measures the percentage of time in which resources concurrently met their individual thresholds for acceptable service levels.
    • Average of all SLA metrics–Averages the percentage of time in which acceptable service levels were maintained by the individual resources.
  6. Define the SLA Metrics, which will be the datapoints to track for this report based on the corresponding SLA.
    • Use the GroupResourceDataSourceInstance, and Datapoint fields in combination to add a single metric. Multiple metrics can be added, but they must be configured and saved one at a time. If a single metric applies to multiple resources, the report will aggregate the SLA value for that metric using the calculation method selected in the Calculation Method field.
    • Specify the DataSource SLA Threshold for each datapoint.
    • Check Exclude SDT periods to remove scheduled downtime from the SLA calculations. SDT exclusion can be set at the resource or group level. If the exclusion is set at the resource level, then only SDT set at the resource level will be excluded from the SLA calculation. Any SDT set at the group level for those resources will NOT be excluded in this case. If the exclusion is set at the group level, then only SDT set at the group level will be excluded from the SLA calculation. 
  7. Select Only display Resources with less than 100% availability to exclude resources that achieved a 100% SLA value from the report’s display output, allowing you to better focus in on areas of improvement. This option only affects the report’s display, not its calculations.
  8. Select Display SLA Summary (Total %) if you would like the SLA report’s output to include an overall, single SLA summary value for all websites or resources monitored. This summary value will be calculated using the method selected in the Calculation Method field.
  9. Under Columns, uncheck any columns that you would like to exclude from the report.

Report Schedule Settings

You can use the Report Schedule settings to schedule recurring reports that will email the results to the configured addresses.

  1. Select Generate this report on a schedule.
  2. Select the Frequency that you want this report to run.
  3. Select the time or day that the report will run. This option will depend on the Frequency you selected previously.
  4. Set the time zone for the report.
  5. Enter one or more Recipients email addresses.

Note: Upon configuring or editing a delivery schedule, your report will be generated and emailed immediately if it has not been generated within the last 24 hours. After that, emailed delivery will only occur according to the schedule.

Save the Report

When you finish configuring your report, you can:

  • Click Save to save the report and its parameters.
  • Click Save and Run to save and run the new report to review its output.

Threshold Limits

Adhoc Requests Thresholds (Limit for number of instances)

CSVHTMLPDF
500500500

Scheduled Requests Thresholds

CSVHTMLPDF
500050005000
In This Article