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Setting up an SLA

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What is an SLA?

An SLA (or Service Level Agreement) is a contract between providers of a service and its users, outlining the minimum level of acceptable service delivered. For example, if you wanted to host a website with a web hosting provider, oftentimes the web hosting company will tell you that they guarantee a certain percentage of uptime as part of their SLA. With Uptrends, you can monitor your SLA with a website, server, or web application provider or monitor an SLA you provide to your customers.

Note: SLA monitoring is a feature of the Business and Enterprise plans only.

SLA definitions

By creating an SLA definition, you can configure the same minimal requirements set by your provider and monitor them using your SLA Overview dashboards. If the site or service fails to meet the minimum requirements, it appears red in the SLA Overview report. For some more information on the SLA Overview report, see this article.

The different elements to an Uptrends SLA definition are:

  • Error uptime percentage – SLA uptime results lower than this threshold do not satisfy the SLA target: they will cause a red error in the SLA reports. Values higher than this threshold (but lower than the desired uptime percentage) will cause warnings in the SLA reporting.
  • Desired uptime percentage – SLA uptime results with this value (or higher) are good; they satisfy the SLA target. Values between this threshold and the error uptime percentage will cause a yellow warning in the SLA reports.
  • Page load time – The maximum page load time as agreed upon in the SLA.
  • Operator response time – The amount of time between an Uptrends alert and the time that an operator logs into Uptrends and confirms the alert in the Alert Status Dashboard to indicate they are actively working on the situation.

We refer to these elements as SLA thresholds. Your SLA may include only uptime or any of the other SLA thresholds.

Note: If you see dashes and zeros instead of data in your SLA Overview report, your tile/dashboard settings have caused a conflict in the data resulting in invalid data. Learn more.

How do I set up an SLA definition?

To define an SLA:

  1. Click the + button located under the SLA drop-down menu in the Uptrends application.
  2. Give your definition a descriptive name.
  3. Set the error uptime percentage in the yellow outlined box in the Uptime field. Uptime results below this value will be marked red on the SLA overview reports.
  4. Set the green outlined box to the percentage where the uptime becomes a point of concern for meeting SLA compliance in the Uptime field. Uptime results between this and the error uptime percentage will be marked yellow on the SLA overview reports.
  5. If required by your SLA, adjust the Page load time and/or Operator response time.
  6. Click the Save button, or continue to the Schedule tab and read on.

What is an SLA schedule?

In case your SLA isn’t active 24/7 (for example, if it only covers regular office hours, or if you have upcoming scheduled maintenance), you can add an SLA schedule. SLA schedules allow you to specify the times your SLA is active. Any downtime, increased load times, or errors outside of these times will not be taken account in the SLA reporting. You can configure your SLA schedule on the Schedule tab. There are two types of scheduling:

  • Time schedule

    For each hour of every day of the week, you can specify whether this SLA should be active or not. Blue squares indicate that the SLA is active at that time; white squares indicate an inactive timeslot. Click on a square to switch between active to inactive, or you click on the time grid columns and rows to enable or disable an entire time slot.

  • Exclusion periods

    If you have non-routine planned downtime, you can exclude time based on specific calendar days and times.

    To exclude such upcoming periods from the SLA calculations:

  1. Click the Add New Exclusion Period button.
  2. Give the exclusion a descriptive name.
  3. Select the start and end dates and times in the From and Until fields.
  4. Click Set.
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