{"id":2823,"date":"2021-02-03T12:00:49","date_gmt":"2021-02-03T12:00:49","guid":{"rendered":"https:\/\/uptime.com\/blog\/?p=2823"},"modified":"2024-12-06T17:46:36","modified_gmt":"2024-12-06T17:46:36","slug":"sla-reporting-tips-best-practices","status":"publish","type":"post","link":"https:\/\/uptime.com\/blog\/sla-reporting-tips-best-practices","title":{"rendered":"SLA Reporting: Tips &#038; Best Practices"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Service-Level Agreements (SLAs) are part of the package when it comes to defining contracts, particularly with technology service vendors. An SLA serves to define the metrics, expectations, and penalties that the service provider will adhere to, and SLA reports create accountability.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Taking an active, multi-faceted approach to reporting on SLA accountability helps to construct a reputation of reliability and results-focused service but you\u2019ll need clear metrics from an independent Service Level Indicator (SLI) to back your claims with uptime and response time data.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">SLAs are Like Watermelons?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">SLAs can come off as subjective, and have garnered a bit of a prior reputation as \u201c<\/span><a href=\"https:\/\/www.computerweekly.com\/opinion\/Watermelon-SLAs-making-sense-of-green-and-red-alerts\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Watermelon Reports<\/span><\/a><span style=\"font-weight: 400;\">\u201d, green status on the surface, hiding red alerts \u201cbeneath the rind\u201d. This is a likely source for the trend of SLA reports moving from just a display of policies and metrics into a linkage between measuring processes and projecting results.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">What\u2019s Inside an SLA?<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">What makes an SLA juicy, and why are they such an integral part of \u2018getting into bed\u2019 with another company or service provider?<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\" wp-image-2824 aligncenter\" src=\"https:\/\/uptime.com\/blog\/wp-content\/uploads\/2021\/01\/watermelon-pug-1.gif\" alt=\"\" width=\"253\" height=\"257\" \/><\/p>\n<p><span style=\"font-weight: 400;\">An SLA should:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Describe the services to be provided<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Define the expected service levels<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Determine the metrics that measure service levels<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Outline the responsibilities of each party<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Establish a protocol for handling penalties, remedies, breaches, &amp; adding or removing metrics<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">An SLA agreement dictates the contract between company and provider, and should showcase how the service provider influences the company\u2019s business outcomes through their partnership. The other half of the coin is reporting. SLA Reporting is an on-demand report card for services that your client will request at specified periods.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We can boil an SLA down to three absolutely necessary topics:<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Availability<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">An SLA for uptime is common these days (<a href=\"https:\/\/uptime.com\/blog\/how-is-uptime-calculated\">learn how to calculate uptime<\/a>). A <a href=\"https:\/\/uptime.com\/blog\/what-is-an-uptime-sla-guarantee\">guarantee for <\/a><\/span><span style=\"font-weight: 400;\">100% uptime is never realistic<\/span><span style=\"font-weight: 400;\"> but you will very often see something like <a href=\"https:\/\/uptime.com\/blog\/what-is-99-9-uptime\">99.99% uptime<\/a> availability measured monthly. Timing is also an issue and SLA metrics may need to reflect a focus on availability during standard business hours as opposed to all day every day.<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Response<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">An SLA for speed is a parameter you should define, especially if you work from a cloud-based infrastructure. How does your provider calculate SLA Response Time? Is the target response time the same for all the services?<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Customer Satisfaction<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">How available is the provider\u2019s support team? What is their ratio of solved tickets? What is the average response time of their team to incidents? SLAs blanket all forms of service provided from human to automated.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Proving that you\u2019ve Met SLA Targets<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Let\u2019s talk about arguments. When a provider and a customer get into a spat, it\u2019s usually because someone is lacking the facts. In business, if the provider has the facts they can work to correct the understanding and allow the company to save face. If the company holds the facts, they get to request the refund.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">An effective SLA will incentivize the vendor to uphold their SLA declarations while protecting the client\u2019s interests if the vendor fails to do so. As a provider, it\u2019s one thing to declare your services, and another entirely to defend them.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">A Supportive Arsenal<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">How do you defend your metrics? It goes without saying that you should report your metrics with honest accuracy based on the agreed upon calculations. Beyond that, user experience data can become invaluable should you need to settle a dispute.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Using Real User Monitoring (RUM) in conjunction with SLA reports can help determine the source of any user experience issues that may come into play when discussing delays and working toward resolutions. RUM reporting compiles data for page load times per browser and per device throughout the user\u2019s session for your URLs and transaction paths. Insights from these reports can be used to strengthen your reported SLA metrics.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Breaking down the Uptime.com SLA Approach<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Uptime.com offers a logical SLA reporting path from the initial check creation through to public &amp; private reporting, and facilitates team communication and response. Here\u2019s the essential path:<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>1<\/strong>. Start by <\/span><a href=\"https:\/\/support.uptime.com\/hc\/en-us\/articles\/360000830260-Advanced-Check-Options#setting_target_SLA\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">configuring your checks<\/span><\/a><span style=\"font-weight: 400;\">, individually or in bulk, with your Target SLA% and Target Response time SLA (in secs).\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Create <\/span><a href=\"https:\/\/support.uptime.com\/hc\/en-us\/articles\/360016346700-Public-SLA\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Public SLA pages<\/span><\/a><span style=\"font-weight: 400;\"> for your clients to reference your historical percentages and metrics as often as they\u2019d like and build trust between regularly scheduled reporting.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\" wp-image-2825 aligncenter\" src=\"https:\/\/uptime.com\/blog\/wp-content\/uploads\/2021\/01\/public-sla-page-510x365.png\" alt=\"public SLA sample page\" width=\"570\" height=\"408\" srcset=\"https:\/\/uptime.com\/blog\/wp-content\/uploads\/2021\/01\/public-sla-page-510x365.png 510w, https:\/\/uptime.com\/blog\/wp-content\/uploads\/2021\/01\/public-sla-page-570x408.png 570w, https:\/\/uptime.com\/blog\/wp-content\/uploads\/2021\/01\/public-sla-page.png 1033w\" sizes=\"auto, (max-width: 570px) 100vw, 570px\" \/><\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/uptime.com\/s\/samplesla\" target=\"_blank\" rel=\"noopener\"><i><span style=\"font-weight: 400;\">Check out our Sample Public SLA Page<\/span><\/i><\/a><\/p>\n<p><span style=\"font-weight: 400;\"><strong>2<\/strong>.\u00a0 Create<\/span><a href=\"https:\/\/support.uptime.com\/hc\/en-us\/articles\/360017118860-Creating-an-Uptime-com-SLA-Report-\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\"> SLA reports<\/span><\/a><span style=\"font-weight: 400;\"> for specific metrics and services to convey website uptime and SLA accountability to your clients or stakeholders.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>3<\/strong>.\u00a0 Link your SLA reports to <\/span><a href=\"https:\/\/support.uptime.com\/hc\/en-us\/articles\/360006291539-Uptime-com-Reporting#scheduling-reports\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Scheduled Reporting<\/span><\/a><span style=\"font-weight: 400;\"> at your client\u2019s requested intervals. Generate an SLA report in your account for the past week, or month, etc. and the associated scheduled report will compile data based on your SLA reports configurations.\u00a0<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">Pro Tip: Create separate reports for individual client\u2019s metrics at their requested intervals so the correct policies are always applied. Contracts can vary.<\/span><\/i><\/p>\n<h2><span style=\"font-weight: 400;\">SLAs for Your Team<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Generally, SLAs are agreements between separate companies and vendors, but they can also exist within a company between its departments when one department is responsible for managing a certain set of services.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Take your SLA reporting a step further and generate them for your extended team based on relevant checks or services. In a multi-national company environment, these SLA reports can help bridge time zones and can be generated quickly with the use of check tags to report region-specific, or client specific services to the right team members.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This way of spotlighting focus on particular services may help expedite troubleshooting when the widespread accessibility and notification features of an Internal <a href=\"https:\/\/uptime.com\/status-page\">Status Page<\/a> aren\u2019t warranted &#8211; like during unexpected downtime.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The backend requirement of successful SLA agreements and reporting is having control over your systems and services. Reporting is an obligation and a reflection of functionality. A wise devops engineer would see that SLA reporting is also a powerful tool for delegation and internal accountability, and those are assets you can scale. <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Service-Level Agreements (SLAs) are part of the package when it comes to defining contracts, particularly with technology service vendors. An SLA serves to &#8230;<\/p>\n","protected":false},"author":1,"featured_media":2869,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9,1],"tags":[],"ppma_author":[169],"class_list":["post-2823","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-resources","category-uncategorized"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>SLA Reporting: Tips &amp; Best Practices Uptime.com %<\/title>\n<meta name=\"description\" content=\"Service-Level Agreements (SLAs) and SLA reports are part of the package when it comes to contracts with technology service vendors.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/uptime.com\/blog\/sla-reporting-tips-best-practices\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SLA Reporting: Tips &amp; 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