Service agreement response data

Service Level Management captures Service agreement (Service Level Agreement, Operational Level Agreement, Underpinning Contract) information from application records, such as problems or service desk interaction records. The responses are summarized in the slaresponse table.

• Integrated applications:
  
  • The slaactive table contains one record for each application record that has an associated service agreeement.
• Service agreement and SLT information:
  
  • The sla table contains one record for each service agreement.
  • The slo table contains one record for each Process Target. Each record contains an agreement.id field that identifies the parent service agreement.
• Summary information:
  
  • The sloresponse table contains one record for each enabled application record that has an associated SLT. Sloresponse records describe response time metrics, including a breach flag for missed objectives.
  • The slaresponse table contains summary records with response time information collected from sloresponse records. Includes the number of affected and breached records, mean, median, and standard deviation data.

Related topics

Service Level Management administration
Service agreement tables and applications
Service agreement outage relationships
Standard alerts and Service Level Agreements