SLA management¶

SLA management has four parts: schedules (when the service must be available), holiday lists, targets (per service and period) and SLA reports.

Schedules, holidays and targets are maintained by admins and SLA managers. Reports are started and generated by admins and SLA managers. Outages in reports are confirmed by admins, SLA managers and service managers for all services, and by service owners for their own. All roles can view and export reports.

1. Schedules¶

Open SLA-Management → Schedules.

New Schedule creates a new plan. It starts as 7x24 and opens for editing right away.
Enter a Name (2 to 60 characters, for example "Business hours") and optionally a Description.
Under Weekly windows, each weekday has a checkbox. Unchecked means the day is closed: no SLA time, so outages that day do not count. When checked, enter From and To, for example 08:00–18:00, or choose All day. At least one day must be open ("At least one weekday must have an open window (from < to).").
Times are interpreted in the time zone of the settings. A preview summarizes the plan.
Ignore Outages during maintenances: if checked, outages inside maintenance windows do not count toward SLA availability.
Save with Create schedule or Save. Edit opens an existing plan, Delete removes it. A plan that is assigned to a service cannot be deleted ("This schedule is assigned to at least one service. Unassign it first.").

If a service has no schedule, it is measured as 7x24.

2. Holiday lists¶

Still under Schedules, the section Holiday lists manages lists of holidays.

New Holiday List opens the form. Enter a Name (2 to 60 characters, unique).
Yearly holidays (D.M., comma separated): holidays that apply every year, for example 1.1., 24.12..
One-off holidays (D.M.YYYY, comma separated): holidays that apply in one year only, for example 23.4.2027.
Save with Create list. A wrong format reports, for example, "Invalid holiday date: "…" (expected D.M. e.g. 24.12.)".
In a schedule, select the list in the Holiday row under Holiday list. The same row defines the holiday window: checkbox, All day or From/To. Unchecked means no SLA time on holidays. An open window with From ≥ To is rejected ("Holiday window: from must be before to.").
With None, holidays are ignored and count as a normal weekday.
A list in use by a schedule cannot be deleted ("This holiday list is used by at least one schedule and cannot be deleted.").

3. Assign schedules and targets¶

Open SLA-Management → SLA. In the section Assign schedules & targets, each service has three rows and its own Save button:

Schedule: choose a plan, or 7x24 (no schedule).
Avail. [%] for month (M), quarter (Q) and year (Y), for example 99.9. Empty means no target. Values between 0 and 100.
Incident SLA level: which incidents count toward the incident metrics: Not set, Critical only, Critical + Major or Critical + Major + Minor.
Max resp h (maximum response time in hours) with the allowed misses per month, quarter and year (Resp M/Q/Y).
Max res h (maximum resolution time in hours) with the allowed misses (Res M/Q/Y).

Targets are used in the service detail bars and in the SLA availability comparison. The decimal separator follows the settings. Both . and , are accepted.

Whether a service is included in reports is controlled by SLA relevant on the service page, see Services & groups.

Info

Changing a target or schedule changes the figures of open periods and future reports. Figures of confirmed and completed reports do not change.

4. SLA reports¶

Open SLA-Management → SLA-Reports.

Start a report¶

The section Start new report has the rows Monthly reports, Quarterly reports and Yearly report. Choose the period and click Start. "No period available." means there is currently no period that can be started.

Monthly: the report collects all outages of the month from SLA-relevant services and waits for confirmation. On start, the service managers and the owners of the affected services receive the sla_report_started notification.
Quarterly: only possible once all three monthly reports of the quarter are completed.
Yearly: only possible once all four quarterly reports are completed.

The list below shows the columns Period, Status, Generated and Actions, with View, Generate, PDF and Excel. PDF and Excel only appear in the list for completed reports.

Confirm a monthly report¶

Open the report with View. The header shows "Confirmed: x / y outages".
The Outage confirmations card lists each outage. Check the outage times and the calculated SLA availability, and click Confirm for each outage. For other people's services, the row shows "Not responsible".
When all outages are confirmed, the report is set to confirmed. The figures are frozen at this moment.

Generate a report¶

Generate completes a confirmed report (completed). This is only possible once all incidents of the period are reviewed. The Incidents card shows "All incidents reviewed ✓" or the number of reviews still open, and Generate stays disabled until then.

Review and export¶

The detail page offers Download PDF and Download Excel in every status. If the report is not fully confirmed yet, the links read Download draft PDF and Download draft Excel. These exports are calculated live and marked as a draft.
Export single service exports one service of the report as PDF or Excel.
Final exports are generated from the frozen figures on every request. The numbers are always the confirmed ones; layout and display formats follow the current settings. The language follows the Public Site Language setting.

Report statuses: open → in_progress → confirmed → completed.

Ad-hoc export¶

The Ad-hoc export section exports one service for any period that has already started, without creating a report:

Choose a Service (SLA-relevant services only).
Choose Period (Month, Quarter or Year), Year and Month. For quarters, any month of the quarter will do; for years, the month is ignored.
Choose a Format (PDF or Excel) and click Export. The export opens in a new tab.

Ad-hoc exports are calculated live from current data, not stored, and marked as preliminary. The form shows the last month that can be exported. If the export is not possible, an Export not possible page shows the reason, for example "Period has not started yet", and the link Back to SLA reports.

Warning

Confirm outages only after checking them. The confirmed snapshot is the basis of the figures you send to customers. If an outage was recorded wrongly, correct it in the service's outage history before confirming. Confirmed outages can no longer be changed there.