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This page introduces the concept of creating Service Level Objectives. For more information on SLOs, see Service Level Objectives. Service Level Management (SLM) allows you to track reliability of one or more Business Transactions (BTs) by defining Service Level Objectives (SLOs). SLM supports SLOs on BT's latency and availability indicators while helping you visualize trends, and defines alerts based on error budget consumed or burn rates. From Observe, when you click on Business Transactions, in the list view there is an (SLO) column that displays the configured SLOs with . To view more information (Trends, Burn Rate, Error Budget) about a current SLO, from clicking on a BT, select the Service Level Objectives tab. To create a new SLO, use the following instructions:

Configure Service Level Objectives (SLO)

To configure service level objectives:

  1. Click on a Business Transaction (BT).
  2. In the Properties panel, click Add Service Level Objective.
    By default, the selected BT populates. If you want to change BTs:
    1. Click the arrow beside the BT name.
    2. Search or scroll to select the appropriate BT.
    3. Click OK. 
  3. Click Next.
    The Configure SLO page appears. 
  4. Select the Observation Window value (7, 14, or 28 days).
  5. By default, by availability is selected. To configure SLO by latency select By latency.
  6. For both options (By availability and By latency) default percentages or thresholds are set. To change any percentage or threshold, click and alter the predetermined number. For both options, you can also select Aggregation method by time or by request. 
  7. Click Next.
    The Configure criteria page appears.
  8. On the Configure criteria page, you can select or enter different values. Default values are present for the following options:
    • Criteria type (By default, Burn rate is selected. Click the down arrow to select Error budget).
    • Criteria name.
    • Create alert with severity (By default, Critical is selected. Click the down arrow to select Warning).
  9. (Optional) Add actions associated with the alerts:
    1. Click Add.
    2. Select the Action type (HTTP request or Email). 

      Actions drop down menu will be populated only if one or more actions is defined in the platform. See Actions.

    3. Enter or select an action name.
    4. Enter or select the Triggered on option.
      To remove the action, click X.
  10. Click Next.
  11. Enter SLO name. By default, a name already populates.
  12. (Optional) Enter SLO description.
  13. Click Submit. 

View Configured SLOs

To view the configured SLO, Trends, Burn Rate, and Error Budget, select the Service Level Objectives tab.
These metrics can take 1-5 minutes after configuration to display.

A Burn Rate of 1X or less indicates that you will meet your SLO without burning through your Error Budget. An amount > 1X indicates you will run out of your Error Budget before the end of the compliance period. To meet your SLO, you must take action to provision more resources or make the SLO less stricter. For some SLOs, partial data may only available because the SLO hasn't gathered 7 days of data yet.