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Service Level Agreement (SLA) Reporting

SLAis a contract between a service provider and the customer that stipulates and commits the service provider to a required level of service. We have set up our website monitoring service to help you manage your SLAs. SLA's must contain several provisions, including:

	A specified level of service,
	Support options,
	Enforcement or penalty provisions for services not provided,
	A guaranteed level of system performance as it relates to downtime or uptime,
	A specified level of customer support,
	Specifications regarding what software or hardware will be provided and for what fee.

At Dotcom-Monitor, SLA is a special reporting group that provides Dotcom-Monitor customers with a single, simple view of SLA performance over specified time intervals. As a Dotcom-Monitor SLA customer, you can define in our web site monitoring system your SLA arrangement with your service provider. For example, you can specify that uptime for your web site for Monday through Friday between 9AM and 5PM is expected to be 99.98% and uptime between 5PM and 9AM should be 99.8% during weekdays and that uptime. For weekends should be 99.5%. By entering the above parameters into our reporting tool, Dotcom-Monitor will produce daily, weekly and monthly summary monitoring reports showing the "when and why" if uptime is not met. These reports can be used by both you (the consumer), and your service provider.

For Consumers SLA reporting creates benefits by:

	Determining if a service provider meets expectations.
	Providing real availability statistics to compare with the SLA.
	Pinpointing to the service provider days and times when the SLA is not met.
	Documenting when the SLA is not met in order to insure refunds based on the SLA contract.

For Service Providers SLA reports create benefits by:

	Showing your customers that you care about their uptime.
	Providing customers with reports showing that uptime was met, or exceeded the SLA.
	Having documentation proving actual uptime should any disputes arise around the SLA, thus avoiding unnecessary charge backs.
	Quickly identify the responsible parties if an SLA falls below an accepted threshold.