This section is common to all the editions of IT360 - Professional Edition, Enterprise Edition (Central Server and Probes), and MSP Edition (Central Server and Probes).
Service Level Agreements (SLAs) are created and managed based on the availability of the managed devices. This section explains how you can add a new SLA. The main reason for using SLA is to ensure high standards of IT service, thus more and more organizations are implementing strict Service Level Agreements.
Nowadays, the Business totally depend on the quality of IT services. Hence, deprivation in IT Service delivery may lead to increase in costs and cause severe damage to the business. Defining SLA is even more critical in the case of outsourcing IT. This places tremendous pressure on your SupportCenter Support Reps to ensure that the required IT service levels are being met.
Before creating an SLA, ensure the following:
Login to IT360 console with the Username and Password of an Admin user.
The Dashboard is shown. Now, click the SLA tab. Click New SLA at the top right corner of the page.
Enter the following details in the Add SLA wizard that appears:
Name: The Name of the SLA. This is a mandatory field.
Description: The description about the SLA.
Availability: Check the checkbox available, choose the level of Availability from the values, >, = and >=, and specify the required percentage value.
*Note: You need to specify atleast one of the Availability or Event Volume details.
Escalate SLA Violation via E-mail: Check the checkbox available and fill in the below details:
From: Enter your email id.
To: Enter the email id of the recipient.
Subject: Enter a subject for the mail.
*Note: The email details are required, if you wish to be notified about the SLA status peridically. Else, if you need not wish to be notified, then this option can be ignored and you have to manually check the status by navigating to the SLA Summary page.
Note: By clicking on 'Help' link, you can avail the help on how to create an SLA through wizard at any time.
Refer screenshot below:
In the Next step, you can associate the available resources with the SLA. For this, you need to do the following:
Choose between the options, 'Business Service Groups' (to associate Business Service Group(s) with the SLA) or 'Individual Monitors' (to associate Individual Monitor(s) with the SLA).
Now, to associate the available Business Service Group(s) with the SLA, check the checkbox against the Business Service Group(s).
To associate the available Individual Monitor(s) with the SLA, check the checkbox against the monitor(s) that you want to associate with your SLA. The Sites (e.g. Velachery, Porur), associated with the selected customer (e.g. TATA) are displayed, along with the available monitors. (Refer the below screenshot).
Note: While associating the individual monitors, you can use the drop-down menu available to filter out any specific monitors which you may need to associate with the SLA and then click on the check box against the monotor(s). For example, you wish to monitor a server which has 3 interfaces. You can either select the server displayed in the wizard in which case, all the 3 interfaces are selected to monitor or you can select the individual interface in the router for monitoring. Refer the below screenshot:
You can also use the following additional controls, while associating the individual monitors:
All - Click this link to check all the available resources.
None - Click this link to uncheck all the checked monitors.
Expand All - Click this link to view all the available resource categories and the resources types.
Collapse All - Click this link to hide all the resource types and view only the resource categories.
- Click to hide all the interfaces under a particular Site.
- Click to view all the interfaces under a particular resource.