Service level agreements (SLAs) are all about tracking accountability. To ensure you’re getting the services you expect and rely upon, it’s important for enterprises to focus on SLA management.

The distributed architecture of today’s applications creates complexity. Multiple components make up an application and not all of these are managed or hosted from a single location. End-to-end visibility is limited as there are multiple services handled by multiple vendors. In case of a crisis, such blindspots in the application delivery chain create confusion and delays resolution. It is necessary to proactively monitor every service you use not just to maintain performance but also to track and enforce SLAs.

Why Enterprise Must Prioritize SLA Management

With the rise of Software as a Service (SaaS) and Infrastructure as a Service (IaaS), actively managing your SLAs has never been more important. Business operations are relying on third-party vendors more than ever. Visibility into these outsourced services is necessary to maintain optimal application performance.

To maximize employee productivity, companies should have complete visibility into their work environment, including SaaS and other third-party applications. SaaS app issues can detrimentally impact business operations and productivity. Plus, analyzing, identifying, and fixing issues takes valuable time from the IT org.

The Power of Neutral, Third-party Data

SaaS, IaaS, Internet service, CDN providers, and more are bound by these agreements which define measurable service objectives and terms.

Historically, providers monitor to ensure they are meeting, if not exceeding, the terms of their agreements. At the same time, enterprises have been relying upon their providers for SLA data. However, there is a way for companies to take some ownership over performance.

Digital experience monitoring provides companies with much-needed visibility at every level of the application delivery chain.

The prevalence of both first- and third-party services within everyone’s digital ecosystem means enterprises need an outside-in view of the end user experience. Viewing solely from within one’s own network is incomplete, and only relying on real user monitoring will still leave gaps in visibility when trying to determine an issue’s root cause. Key to SLA management is monitoring for indicators of service-level availability and performance and a true picture needs to be based on end user experience.

Watch a Video Demo to See Catchpoint’s SLA Dashboard

Catchpoint provides much-needed insight into every level of the application delivery chain. From different monitor types to intuitive dashboards, Catchpoint can help you take control of your application performance.

We’ve recorded a quick video demonstrating how Catchpoint enables you to track and alert on specific SLA metrics by measuring from the end user’s perspective. This allows you to hold your vendors accountable no matter where your end users are located. SLA dashboards provide an overview so you can find all of your important SLA metrics in one place. Watch this video to understand how one of our clients is using their SLA dashboard for:

  • Observing overall service availability for adjustable timeframes
  • Identifying availability and performance problem areas at-a-glance with color coding
  • Tracking web and transaction availability via trend graphs
  • Viewing metrics by location