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What is an SLA?

An SLA (or Service Level Agreement) is a contract with a provider of a service that a user accepts to define the level of service that they should expect, and receive.

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 X% uptime, as part of their SLA.

What is an SLA definition?

With Uptrends, you can monitor your SLA with a website, server, or web application provider or monitor an SLA you provide to your customers*. 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.

You can custom configure elements like:

  • Uptime percent – The minimum allowable uptime percentage based on the agreed to terms.
  • Uptime warning percent – The point that your SLA is in danger of failing to meet the minimum terms.
  • Page load time – The maximum load time as determined by the SLA.
  • Operator response time – The amount of time between Uptrends issuing an alert for confirmed monitor error and the time that a technician 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 targets. Your SLA may include only uptime or any of the other SLA targets. It is also possible to set up an SLA schedule. SLA schedules allow you to specify the active times for the SLA (see further down the page).

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. Log into Uptrends.
  2. Click the + Add SLA Definition button located under SLA on the Main menu.
  3. Give your definition a descriptive name.
  4. Set the minimum uptime percentage in the yellow outlined box in the Uptime field.
  5. Set the green outlined box to the percentage where the uptime becomes a point of concern for meeting SLA compliance in the Uptime field.
  6. Adjust the Page load time.
  7. Adjust the Operator response time.
  8. Click the Save button, or continue to the Schedule tab and read on.

What is an SLA schedule?

You need an SLA schedule if your SLA has agreed to times that a service or site will be down or not subjected to the terms of the SLA agreement. By setting up a schedule, Uptrends will not include those times when calculating your percentages.

Time schedule

For each hour of every day of the week, you can specify whether this SLA should be active. 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.

Exclude days

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

To exclude days:

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

*SLA monitoring is a feature of the Business and Enterprise plans only