SLA Management API manages the following resources:
- SLA
- Part of a business agreement between a Service Provider and a Customer, quantitatively specifying the service performance level the Service Provider commits to deliver. Other actors & roles can be involved such as SLA Auditor or SLA Integrator. SLA includes Service Level Specifications (SLS Parameters and Thresholds), as well as a description of measuring, reporting and violation handling processes. For the purpose of the specification, it can be expressed in terms of validity of period, related parties, and rules (metrics, reference value, tolerance, consequence …).
- From a Customer perspective, this means that the end Customer provides Quality of Service requirements associated to its business applications to a Service Provider. The two parties negotiate the specific set of SLA parameters and parameter values that best serves them.
- From the Service Provider perspective, each offered product or service can be provided with a standard Product SLA.
- SLA Violation
- It represents any SLA failures observed through a metric threshold crossing restricted to what has been agreed in the SLAs for the given service (consequences, penalties, remedies...). SLA Violation is composed of KPIs, reported date, period, start Time, end Time. The Related Parties are represented in the same way as for "SLA" resource. This practical and operational view allows the related parties to react and perform an immediate and direct analysis of potential impacts of the violation.
- There is also an "Attachment" which represents statistics, a dashboard or reporting data to be presented to the target parties, for deeper analysis purpose.