View SLA Compliance in Application Performance (Monitor SLA)

The Monitor SLA dashboard shows how your managed applications perform compared to your service level agreement (SLA). If you commit to specific performance targets, use Aternity to help you comply to your SLA.

For example, a performance SLA commits that all Microsoft Outlook launch times must be less than 20 seconds. Or a vendor promises you their own SLA, and you want to verify their compliance.

View the activities which least complied with your SLA threshold

You can view if an application breaks your external (officially committed) SLA thresholds, or show the compliance with your stricter internal (early warning) SLA thresholds, to indicate if you are close to breaking your official SLA commitments.

SLA internal and external thresholds

You can edit an activity's SLA thresholds,from the Managed Applications screen. Select the application name to view and edit its activities.

The dashboard shows each activity's Compliance as the percentage of cases where the response time successfully met the SLA target. A high percentage indicates the activity is performing well, while a low percentage means it often fails to comply with your SLA, and requires attention.

By default, the activities at the top have the lowest percentage, as they need the most attention.

You can also customize the colors of red, yellow or green, to draw attention to dangerous levels of SLA non-compliance. For example, if your SLA requires that performance must comply at least 80% of the time, then anything below 80% should be colored red. Furthermore, you might be advised to color anything below 90% as yellow, as a warning.

Procedure

  1. Step 1 Open a browser and sign in to Aternity.
  2. Step 2 Select Main Menu > Monitor > SLA.
    Accessing Monitor SLA dashboard
  3. Step 3 Set the SLA threshold to either External or Internal in the Threshold drop-down menu in the top bar.
    Choose the SLA threshold to display by selecting it in the top bar of this dashboard
    Field Description
    Threshold

    Select the threshold to display in this dashboard:

    • The External threshold represents the maximum response time (in seconds) of an activity as defined in your official service level agreement (SLA) with your customers. Any response longer than this threshold is colored red in the SLA dashboard, since it breaks the official SLA commitment for this activity.

    • The Internal threshold is the response time (in seconds) of an activity which would be your early warning, showing you are at risk of exceeding your official service level agreement (SLA) with your customers. Any response longer than this threshold is colored yellow in the SLA dashboard, as it warns you risk breaking the SLA commitment for this activity.

    You can edit an activity's SLA thresholds,from the Managed Applications screen. Select the application name to view and edit its activities.

  4. Step 4 View the SLA performance of each activity relative to the SLA threshold.
    View the activities and their SLA threshold compliance
    Field Description
    Application (only in dashboards with multiple applications)

    Displays the name of the monitored application, as it appears throughout the system. You can customize it when you add it as a managed application.

    Activity

    Displays the name of the monitored activity within the application as it appears in the dashboards.

    Average

    The average response time for this activity during the timeframe.

    Threshold

    The SLA threshold's value in seconds for this activity. This is the internal or external threshold depending on your choice in the Threshold field at the top of this dashboard.

    You can edit an activity's SLA thresholds,from the Managed Applications screen. Select the application name to view and edit its activities.

    Max Value

    The longest response time in seconds for this activity during the timeframe.

    Activities Performed

    (For managed applications only) Displays the number of times someone performed this activity during the timeframe, thereby adding weight to the impact of this problem. If the same user performs the same activity twice, it counts as two.

    Exceeded Threshold

    The number of occurrences of this activity during the timeframe which breached your SLA threshold.

    Compliance

    The horizontal bar represents the percentage of occurrences when this activity met the SLA targets. A high percentage indicates the activity is performing well, while a low percentage means it often fails to comply with your SLA, and requires attention.

    It is calculated as: (1-(Exceeded Thresholds / Activities Performed))x100

    To change the colors of the horizontal bars, see this step.

    To view more information on an application, hover over one of the results.

    You can also drill down to the Troubleshoot Activity dashboard.

    Drill down to receive detailed information
  5. Step 5 To view the SLA compliance of a single activity by location or department, select an activity's compliance bar and view the data on the right hand side of the dashboard.
    Viewing locations of a single activity's SLA compliance

    To view the compliance of a single department or location for each activity, select a location or department.

  6. Step 6 You can set the colors of this dashboard to fit your SLA agreement.

    For example, if your SLA states that performance targets must be met 90% of the time, set the Red % value to 90, and set the Yellow % to 80 as a warning that you are close to breaching your targets.

    The figure below illustrates the effect of lowering the Red % value so fewer results are displayed in red in the dashboard.

    Lower the red percentage from 60% to 50% to display fewer results in red
    Field Description
    Red %

    Choose when the Compliance bar is colored red . If the result is below this value, display it as red .

    For example, if the SLA compliance of an activity is at 75%, you can display it as red by setting this field to 80.

    By default, this value is set at 80, where 20% of this activity's response times fail your SLA threshold.

    Yellow %

    Choose when the Compliance bar is colored yellow , to serve as a warning that you are close to breaching your SLA commitments. If the result is below this value, displayed it as yellow . Above this value, it is green .

    For example, if the SLA compliance of an activity is at 84%, you can display it as yellow by setting this field to 90. Any compliance above 90% would be displayed green.

    By default, this value is set at 90, where 10% of occurrences for this activity fail your SLA threshold.

  7. Step 7 You can limit the display of this dashboard using the menus at the top of the window. You can display a single application or several specific applications, or you can limit to show only specific activities or locations.
    Changing the scope and details of the SLA dashboard
    Field Description
    Timeframe

    You can change the start time of the data displayed in this dashboard in the Timeframe menu in the top right corner of the dashboard.

    You can access data in this dashboard (retention) going back up to one year ago.

    This dashboard's data refreshes every 24 hours and represents a daily average.

    Application

    Limits the display of the dashboard to one or more specific applications.

    Location

    Limits the display of the dashboard to one or more specific locations.

    Status

    Select whether to display only the activities which are exceeding SLA thresholds. Select one of the following:

    • Exclude Normal displays only activities which exceed their SLA thresholds.

    • All does not exclude data.

    Sorting

    Select the method used to sort the list of activities:

    • Compliance sorts the applications by the lowest percentage of compliance, and the activities within them also by ascending SLA compliance, so the worst offenders are displayed first.

      This is the default choice.

    • Average sorts the applications in descending order by their average response times, and the activities within them also by descending average response times.

    • Activities Performed sorts the applications by their total volume of activities in descending order, and the activities within them also by descending volume.

    • Alphabetic sorts the applications in ascending alphabetical order, and the activities within them also by alphabetic order.