SLA/KPI’s

A Service Level Agreement (SLA) is a commitment between a service provider and a client. It is also called as Key Performance Indicator (KPI). 

Create SLA  :

Path: 

Login   >    Dashboard    >    SLAs/KPIs    >   Create SLA 

 Before creating the SLA alert, the user has to create an SLA for the client with the required processing parameters to model the condition. 

There are two types of SLA
a) File-based SLA
b) Client-based SLA  

Users can Create SLAs/KPIs for the created clients, file patterns and mention the type of SLA’s/KPI’s in two formats  

  1. Percentage.
  2. Duration. 

Below is the detailed description of mandatory fields that are present in the SLA. 

Configuration: 

  •  It is a mandatory field 
  • Should select a radio button of Client Based SLA or File Based SLA based on the requirement of SLA 
  • By selecting Client Based SLA configuration it displays the Client name and Client Id whereas Client Name is mandatory field and Client Id is an optional field 
  • By selecting File-Based SLA configuration it displays File Name where it is a mandatory field 

Time Reference:  

  • It is a mandatory field 
  • Should select any time period which is mentioned below 

Last completed period: 

  • It calculates SLA based on the files which are processed in the last completed period
  • It calculates SLA based on the files which are processed in a fixed interval 

For example: From fixed Period to To fixed period 

Type of SLA: 

  • It is a mandatory field 
  • Should select the type of SLA which are mentioned below 

Percentage: 

  • In Percentage, Range values should not be in decimals 
  • In Percentage Start Setting percentage range values from the red zone 

Duration: 

  • In Duration Start Setting duration range values from the green zone 

Client Based SLA Creation: 

Users can create client-based or file-based SLA/KPI’s based on the event status percentages. Here the user should provide either range of percentages or durations to raise alerts. 

For example, In the below scenario an SLA named ‘Client Based ACME Percentage SLA’ is created as shown below Figure 1. 

                       Figure 1: Create Client Based SLA’s /KPI’s by percentage 

Successful creation of SLA displays a success message with SLA details. 

  

Figure 2: On Successful creation of Client Based SLA’s/KPI’s 

 

Property  Description 
SLA/KPI Name (Service Level Agreement)  Property is the minimum level of service that a carrier will deliver to you per your agreement 
Description  Description for SLA 
Client Name  List of clients created  
Client ID  Based on the client name, client id is generated 
Time Reference  List of Time Intervals 
Period  Time interval period
Type of SLA  Duration/Percentage 
Is Correlation SLA  Selection box based on the direction of the files
Start Value   Duration(dd:hrs:min:sec)/Percentage- % 
End Value  Duration(dd:hrs:min:sec)/Percentage- % 
Color Hexa Code value  Color picked from Color Pickers 
Add SLA  Adds New SLA 
Cancel  Clears all the input fields to the new search 

 

File-Based SLA Creation: 

Users can create File-based SLA/KPI’s based on the event status time periods. Here the user should provide time durations to raise alerts. 

 

Figure 3: Create File-Based SLA’s /KPI’s by Duration 

 Successful creation of SLA displays a success message with SLA details as shown below figure 4. 

Figure 4: On Successful creation of File-Based SLA’s/KPI’s 

 Manage SLA: 

In Manage SLA, User can search for the SLAs based on the filters that were provided at the time of SLA creation. 

Path: 

Login  >  Dashboard  >  SLAs/KPIs >  Manage SLA 

User has the privilege to modify the SLA’s/KPI’s for the created client. User has access to perform below actions  

  • Edit 
  • Delete 
  • Graph 
  • Activity 

              Figure 5: Edit/Delete/Graph/View Activity of SLA’s /KPI’s  

 ‘EDIT’ option is used to edit the SLA details. By clicking on the edit option, the page will be navigated to create page module where we can change details as per requirement. 

‘Update’ button, after making the required changes, the application will update the SLA details as shown in figure 6. 

Figure 6: On Successful updation of  SLA’s /KPI’s 

View Activity’ will have the record of all the actions performed by the users as shown in figure 7. 

Figure 7: View Activity of SLA’s /KPI’s 

Graph’ in actions button shows the SLA value of that particular SLA/KPI in graphical representation as shown in figure 8. 

 

        Figure 8: Graph of SLA’s /KPI’s 

 

SLA record could be permanently deleted with ‘DELETE’ option as shown in below figure 9. 

Figure 9: On Successful deletion of SLA’s /KPI’s 

 

 

Updated on July 23, 2019

Was this article helpful?

Related Articles

Leave a Comment