E-Pulse Blog

Service Level Agreement (SLA) Monitoring and Reporting

Written By Harry Bodd
Author Harry Bodd


An SLA is simply a contractual agreement between the service provider and its client where the quality of the service and the commitment fundamentally matters. An SLA Monitoring took place after the contractual agreement to meet the client expectations. The SLA Monitoring is done by using several statistics like a systematic process of collecting the data, analyzing the data, monitoring the data and other factors that derive the higher value to the business. Once done with monitoring, have to go with SLA reporting where you can clearly see the dashboard breakdowns with policy, time, and status where you can identify the problem areas. The SLA monitoring and reporting always helps to meet the agreement for business applications and provide the utmost performance.

SLA Monitoring

At ExterNetworks we have SLA monitoring and reporting tools which help in analyzing the business applications gives valuable insights and provide impressive performance reports to meet the client requirements within a given time frame.

What is SLA

SLA stands for Service Level Agreement, it’s nothing but the service agreement between the service providers and the end users (clients) who are expecting the service from service providers in a given time frame. In this service agreement, it includes legal agreement because they involve money and other formal and informal contracts between internal & external business units.

Different Sections in SLA Includes

  • Whereby the service works
  • Responsibilities of the Service
  • Warranty of the Service
  • Guarantee of the Service
  • Ease and Performance of the Service
  • Customer Support

Why We Need SLA

Three reasons you should have an SLA with their service provider.

Establishing clear and measurable guidelines: A Service Level Agreement (SLA) is vital to ensuring that client and service provider are on the same page in terms of service and standards. The agreement reduces the obligations between the client and service provider by setting clear and measurable guidelines.

Unmet obligations are accountable: If the service provider fails to meet their obligations they should pay for the reputation for the consequences occurred. In your SLA, you should include consequences if service provider performance is not met for standards. That’s why the service provider should always keep their goodwill with their client.

A Client gets tension free with SLA: The contract provides detailed information and provider accountability to the client. If any hurdles happen that goes with provider responsibility, so the client has a peacefulness at the end.

Different Types of SLA

They are three types of Service Level Agreements, depending upon the services requested by the client that will be provided to the customers (clients). The agreement is usually signed during the design stage itself.

1. Service Level SLA: The service level SLA is also called service based SLA, an agreement that is same for all the customers who are using the services provided by the service provider. For e.g. if telecom network providing services and it charges for annual maintenance cost. The charges are same for all customers who are using the same telecom network.

2. Customer-Based SLA: Second type of SLA is customer based SLA, an agreement that covers all the services used by this customer. For e.g. IT service provider provides different services like networking, maintenance, installations, monitoring and more to the customers and businesses and all are documented in one service level agreement, then it is called customer-based SLA.

3. Multi-Level SLA: The Multi-level SLA is again divided into three levels, each defining a different set of customers for the same services and different services for the specific set of customers. Maintaining SLA’s are part of service level management (SLM)

  • Customer Level: It covers all the service level management (SLM) problems relevant to the particular set of customer groups, irrespective of their services.
  • Service Level: It covers all the service level management (SLM) problems relevant to specific set of services in relation to specific customer group
  • Corporate Level: It covers all the service level management (SLM) problems apt to every customer in an organization.

The Main Objectives of SLA

  • Documentation
  • Agreement
  • Monitoring
  • Measurement
  • Reporting
  • Reviewing
  • Ensure to maintain good relationship & communication with customer (client)
  • Ensure that businesses should understand the level of the service committed
  • Ensure that appropriate measurements are taken to provide quality service

By using different SLA monitoring tools and software’s we can find out where the problem arises and resolve them, thereby completing the task within a given time period. The SLA monitoring software used at ExterNetworks is very flexible in solving the issues and meets the client guidelines within a given time frame. For ExterNetworks SLA Monitoring is the main criteria through which we gain clients goodwill.


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Author Harry Bodd
About The Author Harry Bodd

Harry is the Director of Technology Services at ExterNetworks responsible for all production technology and customer solutions technology development. Harry has over 18 years of information, communication and technology experience. Harry is a technology visionary with keen interest in building secure and scalable platforms.

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