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The following document is the specification of the REST API for the SLA and SLA Violation resources. It includes the model definition as well as all available operations. Possible actions are creating and retrieving a SLA or SLA Violation, updating the whole SLA or only do a patch update. Furthermore the HTTP GET allows filtering.
The SLA API provides a standardized interface for SLA life cycle Management (SLA Negotiation, SLA configuration, SLA Activation/enforcement, SLA Operations, SLA violation / consequence handling, SLA reporting) between a Customer and a Service Provider which provides offers (product with attached SLA in its catalogue) the customer can discover, browse, trigger and order.
It will be also useful in a multi-partner environment where exchanging SLA is needed in order to allow rapid and efficient SLA life cycle management across a partner's environment. From SLA perspective, duties and rights are assigned to each actor & associated roles mainly in the case where a service is composed of various components brought by different partners within federation or / and syndication models.
SLA Management API manages the following resources:

  • Service Level Agreement (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 rules or Service Level Specifications (SLA Parameters, Metrics 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 the 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 Metrics, reported date, period,. 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.

SLA API performs the following operations on Service Level Agreement:

  • Retrieval
    • all SLAs (with "SLA Provider", "SLA Customer" or "End User" role)
    • SLAs based on template
    • SLAs with specified ID – only one SLA is returned
  • Creation of a SLA (planned)
  • Full update of a SLA (planned)
  • Partial update of a SLA (planned)
  • Creation of a SLA violation (planned)
  • Retrieval of a SLA violation
  • Notification of SLA Violation Creation


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