Configuring SLA rules for application servers

Configure service level agreement (SLA) parameters for the application servers on which you have BMC Application Diagnostics Agents to ensure that you meet the requirements for user satisfaction. In the BMC Application Management Console, you configure alert levels based on server metrics, and determine if and when to send notification about breaches.

You can set two levels of SLAs for application servers: warning, indicating a possible problem, and critical, indicating that the problem requires immediate attention. The level determines when the system records a warning or critical event on the transaction, and when the system displays the event in the Application View. In addition to displaying events in the BMC Application Diagnostics system, you can send warning or critical notification to integrated monitoring applications such as BMC ProactiveNet.

You can configure global SLA rules, which apply to all application servers, and you can override the global setting with custom SLA rules, which apply to specific application servers.

This topic presents the following sections:

Configuring global SLA rules

Global SLA violation rules apply to all application servers with a Diagnostics Agent. For each metric, you determine the global thresholds and the level of notification, if any, to send to integrated monitoring applications.

For each metric, you define two levels of breach (Warning and Critical) and the level of notification.

To configure a global SLA rule

To perform this procedure, you must have Administrator-level access, or higher, or have tenant Application Owner-level access.

In the BMC Application Management Console, on the Diagnostics tab, select Administration > Server SLA Configuration.
From the Global SLA shortcut menu, select Edit.
For each metric that you want to monitor, set the following values:
- Warning Level or Critical Level, or both: These values determine the thresholds at which the application server host computer might have a problem. When a threshold is breached, an event is triggered and the the relevant tier in the Application View reflects the severity level.
  If either value is blank, that value is ignored.
- Notify After: Although the warning and critical levels determine the thresholds that trigger events, the Notify After value determines how long the problem persists before sending notification. For example, if you set the Notify After value to 20 minutes for the processor queue length, then if the metric continuously breaches a threshold for 20 minutes, the system sends the required notification.
- Send Notification: Determines the severity level at which to send notification:
  - Never: Do not send notification to integrated technologies or products
  - Warning or Critical: Send notification when either a warning or a critical level is breached
  - Critical: Send notification only when a critical level is breached
  Remember that events are always generated according to the warning and critical levels, even if notification is not sent.
Click Save.

Configuring custom SLA rules

A custom SLA violation rule applies to a specific application server. For each metric, you can customize the thresholds, or you can customize some of the metrics and use global values for the others. You select the application server that you want to customize from the Application Servers page.

To define a custom SLA rule

To perform this procedure, you must have Administrator-level access, or higher, or have tenant Application Owner-level access.

In the BMC Application Management Console, access the application server for which you want to customize the SLA rules in one of the following ways:
- On the Diagnostics tab, select Administration > Server SLA Configuration and click View Application Servers from the Custom SLA section on the page.
- On the Diagnostics tab, select Application Servers.
From the shortcut menu of an application server, select Customize SLA.
For each metric you want to monitor, set the following values:
- Global/Custom: Select Use Global to use the values set by the global SLA, or select Use Custom to adjust the severity levels for the the specific application server.
- Warning Level or Critical Level, or both: These values determine the thresholds at which the application server host computer might have a problem. When a threshold is breached, an event is triggered and the the relevant tier in the Application View reflects the severity level.
  If either value is blank, that value is ignored.
- Send Notification: Determines the severity level at which to send notification:
  - Never: Do not send notification to integrated technologies or products
  - Warning or Critical: Send notification when either a warning or a critical level is breached
  - Critical: Send notification only when a critical level is breached
  Remember that events are always generated according to the warning and critical levels, even if notification is not sent.
  Note
  
  The Notify After value for custom SLA rules always comes from the global settings.
Click Save.

To edit a custom SLA rule

From the shortcut menu of a custom SLA rule, select Edit.
In the Edit Custom Server SLA page, modify the metric or metrics you want to change.
Click Save.

To delete a custom SLA rule

From the shortcut menu of a custom SLA rule, select Delete.
Confirm the rule deletion.

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