SLA Targets Met and Violated

 In New Feature, Reporting and Analytics, Service Level Agreements

Horizontal bar chartSeveral powerful reports have been added that allow organizations to see how often they manage to meet their SLA targets for each service or each service instance. The following reports show the number of times an SLA target was met or violated:

  • Number of SLA Response Targets Met and Violated By Service
  • Number of SLA Response Targets Met and Violated By Service Instance
  • Number of SLA Resolution Targets Met and Violated By Service
  • Number of SLA Resolution Targets Met and Violated By Service Instance

Number of SLA resolution targets met and violated by service

But perhaps an even more interesting presentation of the same data is provided by these new reports:

  • Percentage of SLA Response Targets Met and Violated By Service
  • Percentage of SLA Response Targets Met and Violated By Service Instance
  • Percentage of SLA Resolution Targets Met and Violated By Service
  • Percentage of SLA Resolution Targets Met and Violated By Service Instance

Percentage of SLA resolution targets met and violated by service

The eight new reports can be found in the ‘Reports’ section of the Analytics console.

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