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Service Level Agreements (SLAs) define the performance goals of an information system. They help you identify when the service level that is associated with your information system as a whole, or with some parts of it (such as Web pages), fall below a threshold. When you discover a drop in performance, further investigation and drill down operations are required to isolate the location of the drop and to pinpoint its cause.
You can define three types of SLAs:•
- Service Time. Defined for activities of a specific technology. Service Time SLAs refer to the net duration needed to process a request, from the time the request arrived until the time the service that is associated with the request was completed. For this SLA type, you define threshold values for activity durations. These values represent units of time and distinguish between the different levels of service.
Service Time SLAs are available for the following technologies: .NET, J2EE, Oracle, SQL Server, Web, Tuxedo, Oracle Applications, WebSphere MQ, and other technologies that are defined as part of the ‘Other’ AppTier.
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- Response Time. Defined for activities of a specific application. Response Time SLAs refer to the total duration needed to process an application request, from the time the user initiated the request until that time when the response to the request is returned to the user. For this SLA type, you define threshold values for activity durations. These values represent units of time and distinguish between the different levels of service.
Response Time SLAs are available for the following technologies: Web and SAP.
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- Availability. Indicate the lowest acceptable level of an instance's availability. For Availability SLAs, you define a threshold value for each instance. The value represents the minimum percentage of time an instance should be up for its availability to still be considered acceptable.
Availability SLAs are available for the following technologies: .NET, J2EE, Oracle, SQL Server, Sybase, Web, Tuxedo, Oracle Applications, WebSphere MQ, and Oracle Applications.
Further, to help you manage your information system proactively, you can define a near-breach threshold for each Response Time and Service Time SLA. The near-breach threshold identifies situations where the SLA has not yet been breached but the service level approaches an unacceptable level. You can then take the necessary steps and precautions to assure this situation does not deteriorate further and does not become a performance problem.
The SLA Settings dialog box lets you manage SLAs. You may also add, edit, or delete Response Time and Service Time SLA definitions. Availability SLA definitions are created per instance during the installation of the instance, and they are removed when the instance is uninstalled. Therefore, you cannot add or delete Availability SLA definitions, but you can edit them any time.
The SLA Settings dialog box opens, displaying a list of all SLA definitions currently defined under the selected SLA type, the activity or activities this SLA definition refers to, the near-breach and breach threshold values, and the last time the SLA definitions was updated.NOTE
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An SLA definition for a specific activity is assigned by best fit. For example, if a specific Human Resource transaction - such as “HR12” - should have a different SLA threshold than other transactions, you could define an additional SLA definition for it. In this case, all transactions starting with “HR” would be assigned to the first SLA definition, while “HR12” would be assigned by best fit to its specific SLA definition. |
Viewing SLA settings
You can view SLA settings via the SLA Settings dialog box.
To view SLA settings1.
- On the Settings menu, click SLA.
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- In the SLA Settings dialog box, to view the Service Time SLA table, the Response Time SLA table, or the Availability SLA table, click the relevant tab.
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- From the Technology list, select the technology for which you want to view SLAs.
Managing response time
Response time SLAs refer to the total duration needed to process an application request, from the time the user initiated the request until that time when a response to the request is returned to the user.
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To add a response time SLA definition1.
- On the Settings menu, click SLA.
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- In the SLA Settings dialog box, on the relevant tab, from the Technology list, select the technology for which you want to add an SLA definition and click Add.
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- In the SLA Settings - Add SLA Definition dialog box, perform one of the following steps:
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- For all technologies except ‘Other.’ In the SLA name text box, type the name of the new SLA definition.
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- For a technology of type
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- ‘Other’ From the AppTier list, select an AppTier.
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- For SAP. From the Activity type list, select the relevant activity type.
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- Select a value in the node list; the SLA can be defined on a single node, or on all nodes.
5. The filter button will retrieve the data from the selected node. If all nodes was selected, the operation will be performed on all nodes and the result will be a combination of all results.
6. Click Filter to populate the Select list with items.
To display a smaller, more focused set of items, type a string expression that contains the character string common to all the items that you want to add to the SLA definition, combined with wildcard characters, into the text box.
For example, suppose you want to define an SLA definition for the SAP AppTier that contains only the SAP transactions that are executed by the Human Resources department. If all such SAP transactions start with the letters “HR,” you can type the string HR% in the Filter text box to display only Human Resources department transactions in the Select list.
If the name of the item that you want to add to the SLA definition does not appear in the Select list, type its name into the Free text box. You can also use this text box to add a pattern to the SLA definition instead of selecting distinct transactions. To add a pattern to the SLA definition
1. Use the arrow buttons to move items to the list on the right. To delete an item from the list, select it and click Remove.
2. Specify time values, in seconds, for Near-breach and Breach thresholds and click OK.
You can fine-tune the threshold up to milliseconds, for example 1.02 seconds.
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