Adding New Service Level Agreement (SLA)

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:

Steps to Create an SLA

  1. Login to IT360 console with the Username and Password of an Admin user.

  2. [Applicable for MSP edition only] Choose the Customer/Site from the 'Customers' drop down list.

  1. The Dashboard is shown. Now, click the SLA tab. Click New SLA at the top right corner of the page.

  1. The SLA Availability details page is shown. Fill-in the required details in each wizard.

    SLA Details:

  2. Enter the following details in the Add SLA wizard that appears:

    *Note: You need to specify atleast one of the Availability or Event Volume details.

    *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.

  3. Click 'Next' to proceed to associate Resources with the SLA. Click 'Quit Wizard' to simply quit from the SLA wizard, without creating the SLA.

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:

Associate Resources:

  1. In the Next step, you can associate the available resources with the SLA. For this, you need to do the following:

  1. 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).

  2. Now, to associate the available Business Service Group(s) with the SLA, check the checkbox against the Business Service Group(s).

  3. 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:

  1. You can also use the following additional controls, while associating the individual monitors:

  1. Click 'Quit Wizard' to simply exit the SLA wizard without creating the SLA. Click 'Finish' to quit from the SLA wizard and navigate to the 'SLA View' page, wherein you can view the details of the SLA that you have created, or create another SLA.
  1. The 'SLA View' page displays the complete information related to the SLA created, as shown in the below screenshot:


Copyright © 2014, ZOHO Corp. All Rights Reserved.