How to configure SLAs

Creating holidays, calendars, and operation times

You'll need to start by establishing holidays that will define a calendar that is relevant to operations. This includes holidays that are for the same date every year and also moving holidays which have a different date every year. Holidays are then used in Calendars, and Calendars and Operations time are applied in the SLA.

  1. Go to Configuration > BSM and SLAs > SLAs.
  2. Go to the Holidays tab.
  3. Click one of the Create buttons, the top one is to add a holiday for the same day every year such as Christmas, the bottom Create button is for a moving holiday, such as Easter. 
  4. Enter the information for Day, Month, and Description.
  5. Click Create. Enter a few for each category, and you can come back and edit.

    sla holidays

Next, the Calendar option enables you to manage calendar events, such as established holidays.

  1. Go to the Calendar tab.
  2. Click Create.
  3. Enter a Description, and using the Shift and Ctrl keys scroll through the options and select the appropriate repeating holidays and moving holidays for the SLA.
  4. Click Create.

    sla calendar

Creating an SLA

The SLA directives include a calendar and an operations time. 

  1. Go to Configuration > BSM and SLAs > SLAs.
  2. Go to the SLA tab.
  3. Click Create.
  4. In the Create SLA dialog box, enter a Description, select a Calendar, and select an Operation time for the new SLA.
    • Operation times allows you to set a period during which a system should work in a manner acceptable to the operators and users. These times are initially created in the Operation time tab, similar to how holidays and calendars are created.
    • You can use Rules for combining conditions to that you want to affect the SLA status, for more information see BSM and SLAs.
  5. Click Create.
    • The SLA will be added to the list of SLAs. To edit an existing SLA, you would start by selecting the pencil icon on the corresponding SLA row.

      create sla

Creating contracts

Contracts define the items to be measured and their target availability associated with a SLA.

  1. Go to Configuration > BSM and SLAs > SLAs.
  2. Go the the Contracts tab.
  3. Click Create.
  4. In the Create Contract dialog enter the various fields described here. The contract items are then associated with a defined SLA and therefore bundling a contract item, with holidays, and operation time.
    • Name: The title of the contract item.
    • Alias: An alternative name.
    • Customer: The name of the SLA customer (internal or external).
    • Host and Service: The items to be measured.
    • Target Availability: An agreed upon percentage targeting the availability of the measured items, e.g., the host bsm-host-training has a 98% target for availability. 
    • Priority: Used for searching and filtering from the list of contracts.
  5. When finished click Create.

    create sla contracts

SLA downtime

The Downtimes option is for SLA relevant downtimes, meaning these downtimes will affect the SLA reporting. For non-SLA monitoring downtimes see How to configure downtime.

  1. Go to Configuration > BSM and SLAs > SLAs.
  2. Go to the Downtime tab.
  3. Click Create.
  4. In the Downtime for Contract(s) dialog enter the various fields described here:
    • Reason: The purpose for the downtime outage.
    • Solution: A comment for the outage.
    • Impact: Should describe the count of affected users.
    • Start Time and End Time: The times of the outage.
    • Outage Type: SCHEDULED is selected from the drop-down.
    • Author: The logged in user.
  5. The bottom of the dialog lists the contracts to be selected for downtime.
  6. When finished click Add.

    sla downtimes

Related articles