SLA management, accountability, and compliance
SLAs guarantee performance will meet or exceed agreed upon performance levels. Vendors and customers can easily collaborate when issues arise with SLA monitoring and management.
Why Catchpoint
Improve accountability and governance of provider SLAs
Slow or unavailable third-party components can impact users and breach SLAs. The 2017 State of SaaS Performance report conducted by Tech Target revealed that over 25% of survey respondents incurred financial penalties for failing to meet SLAs. When delivering or consuming services with an SLA, you need to monitor performance and get notifications when problems arise. Avoid finger-pointing by collecting objective, accurate measurements.
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Track service level indicator and service-level objective for SLA management on a daily, weekly, or monthly basis.
Collect consistent, measurable data that eliminates noise from backbone, broadband, cloud, enterprise, last mile, and wireless providers.
Receive real-time alerts and notifications when thresholds are exceeded.
Identify issues impacting your service’s SLAs
You can’t stop things from breaking, but you can quickly identify and resolve an issue before you breach your SLA. Receive alerts when your SLA exceeds specific thresholds, ranging from tightly to broadly-defined metrics. When you track the performance of network and application components, you can identify whether the issue is with DNS, APIs, or an ISP. By categorizing and tracking first and third-party components, you can quickly identify where problems occur.
Have confidence in the quality and cleanliness of your data so false positives do not impact your SLAs.
Plan, measure, analyze, and model to adjust your service levels with actionable insights. Don't breach your SLAs—receive real-time alerts when a service level indicator exceeds a threshold.
Track SLA compliance from the end user’s perspective, whether they are inside or outside the firewall, using a broad set of backbone ISPs and Enterprise Nodes.
Collaborate with partners and share information
Transparency is essential for SLAs, don’t implicitly trust that everything is fine. Bring the facts regarding speed, availability, and reliability to customers, vendors, and partners.
Add SLA widgets to your dynamic dashboards.
Securely share any chart with external recipients.
Deliver color-coded reports on SLA performance in real-time.
"Catchpoint gives us the ability to discover issues as soon as they happen, which results in faster resolution times for our customers and helps us hit our SLAs more consistently every month."
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"The ability to monitor their SLA requirements allows Zscaler to protect both their direct revenue and their brand integrity."
Why monitor SLAs?
Service level agreements (SLA) are a provider's promise to meet performance expectations over a specific time. SLAs apply to third parties providing application and services to customers. They apply to departments providing applications and services internally. Without proper measurement and monitoring, you can't govern SLAs and hold them accountable. This result is unnoticed SLA breaches and damaged partnerships.
For effective SLA Management, the data collected from synthetic monitoring must be trustworthy. Compare performance with pre-defined expectations, determine appropriate actions to take when performance varies, and produce meaningful reports with Catchpoint Synthetic Monitoring. Visuals of current and historical performance help identify potential problems, minimizing downtime and upholding SLAs. Whether you are consuming or delivering an application with an SLA, consistent monitoring of service level indicators is essential for accountability and governance.
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