SLAs

A CA Spectrum SLA model, or SLA, comprises one or more service guarantees that specify the service obligations stipulated in an SLA contract for a particular time period (for example, week, month). Service Manager lets you specify the following two types of guarantees:
casp1031
A CA Spectrum SLA model, or 
SLA
, comprises one or more service 
guarantees
 that specify the service obligations stipulated in an SLA contract for a particular time period (for example, week, month). Service Manager lets you specify the following two types of guarantees:
  • Availability
  • Response time.
Both types of guarantees record service outage time and compare it against a user specified threshold for a period. Availability guarantees also support supplemental thresholds (Mean Time to Repair, Mean Time Between Failure, and Maximum Outage Time).
Create SLAs from scratch or from SLA templates and associate multiple SLAs with a single service and multiple customers with an SLA.