The SLA Monitoring is done by using several statistics like a systematic process of collecting the data, analyzing the data, monitoring the data and other factors that derive the higher value to the business.

2. Definition – What is SLA?
 SLA stands for Service Level Agreement, it’s nothing
but the service agreement between the service
providers and the end users (clients) who are expecting
the service from service providers in a given time
frame.
 The SLA Monitoring is done by using several statistics
like a systematic process of collecting the data,
analyzing the data, monitoring the data and other
factors that derive the higher value to the business.
 This always helps to meet the agreement for business
applications and provide the utmost performance.

3. Different Section in SLA Includes
 Where by the Service Works
 Responsibilities of the Service
 Warranty of the Service
 Guarantee of the Service
 Ease and Performance of the Service
 Customer Support

4. Why We Need SLA?
 A Service Level Agreement (SLA) is vital to ensuring
that client and service provider. The agreement reduces
the obligations between the client and service provider
by setting clear and measurable guidelines.
If the service provider fails to meet their obligations they
should pay for the reputation for the consequences
occurred. In your SLA, you should include consequences
if service provider performance is not met for standards.
That’s why the service provider should always keep their
goodwill with their client.

5. Different Types of SLA
1.) Service Level SLA: The service level SLA is also called
service based SLA, an agreement that is same for all the
customers who are using the services provided by the
service provider. For e.g. if telecom network providing
services and it charges for annual maintenance cost. The
charges are same for all customers who are using the
same telecom network.

6. 2.) Customer-Based SLA: Second type of SLA is customer based SLA,
an agreement that covers all the services used by this customer. For
e.g. IT Managed service provider provides different services like
networking, maintenance, installations, monitoring and more to the
customers and businesses and all are documented in one service
level agreement, then it is called customer-based SLA.
3.) Multi-Level SLA: The Multi-level SLA is again divided into three
levels, each defining a different set of customers for the same
services and different services for the specific set of customers.
Maintaining SLA’s are part of service level management (SLM).
Different Types of SLA

7. Multi Level SLA
Customer Level: It covers all the service level
management (SLM) problems relevant to the particular
set of customer groups, irrespective of their services.
Service Level: It covers all the service level
management (SLM) problems relevant to specific set of
services in relation to specific customer group
Corporate Level: It covers all the service level
management (SLM) problems apt to every customer in
an organization.

8. The Main Objective Of SLA
 Documentation
 Agreement
 Monitoring
 Measurement
 Reporting
 Reviewing
 Ensure to maintain good relationship & communication with customer (client)
 Ensure that businesses should understand the level of the service committed
 Ensure that appropriate measurements are taken to provide quality service

9. Conclusion
By using different SLA monitoring tools and software’s we can find out where the
problem arises and resolve them, thereby completing the task within a given time
period. The SLA monitoring software used is very flexible in solving the issues and
meets the client guidelines within a given time frame.