SLA compliance processing

For example, for a SLA record with a review period of type Daily, an SLA Compliance record is created. This record will be updated every four hours to have the current performance of all the service targets under it. The next day, the current SLA compliance record is closed out and a new record is created.

Every time the SLA compliance data is calculated, SLA compliance milestones are checked. If the milestone conditions are met, the actions are performed. A running total of the Impact Cost of each service target is calculated, based on the cost defined in the service target definition. 

When the time of the review period is reached, the current SLA compliance record performs its final calculation and the record is closed out (MeasurementDone = "Yes"). The penalty or reward is calculated at this point and can be seen through dashboards and reports. A new SLA Compliance record is then created with the Start Time and Last Sample Time set to $TIMESTAMP$. If the agreement status is not enabled, compliance calculations will not take place.

For more information, see the following sections:

• Compliance history records for service targets
• Calculation records for request-based service targets
• Calculation records for availability service targets
• Compliance-only field IDs in database tables

Compliance history records for service targets

To improve processing efficiency when determining the performance percentage of each service target, a SLAComplianceHistory record is created per review period that holds each service target's current calculated value since the last sampled time.

The ComplianceHistory record references the SLAInstanceId and the ComplianceInstanceId. This data is also used for dashboard displayed information, and holds the Status and Impact Cost of the most current service target records processed.

Calculation records for request-based service targets

The SLACompliance percentage for request-based service targets is determined by the total count of the met measurement records, divided by all the resolved measurement records in that review period. 


The Impact Cost calculation is a summation of each Missed measurement record's impact cost (service target ImpactCost). This running total is also kept in the SLM:SLAComplianceHistory record.

Calculation records for availability service targets

Compliance-only field IDs in database tables

Because users can arrange their data in any method they choose and the AR System view form can take any shape, Service Level Managementdefines fixed field IDs that reference database table fields.

The following table lists fixed field IDs: