Skip to main content

SLA Configuration

SLAs, or Service Level Agreements, define a vendor's contractual performance obligations. Many global regulations, including DORA, require companies to define SLAs with their critical vendors. Clarative allows you to track and monitor your SLAs.

SLA & Obligation Types​

Clarative supports three types of SLAs, or vendor obligations, to track vendor performance against promises, agreements, or key performance indicators.

  • SLA - This is a Service Level Agreement, like an uptime SLA, that Clarative automatically tracks with incident data or other monitoring.
  • Ongoing Obligation - This is part of a vendor agreement specifying an ongoing vendor responsibility. It can be something like a support response time SLA. These obligations are tracked manually or via vendor data requests.
  • One-Time Obligation - This is a specific promise or milestone the vendor has made. This might be a deliverable from a Statement of Work or a verbal commitment from a business review.

How to Create an SLA​

  1. Create a Monitored SLA: Navigate to the Obligations tab of any vendor to see all obligations. Click Add above existing SLAs, or Configure Uptime Monitoring if no SLAs exist for that vendor.
    • Clarative supports incident monitoring for many vendors, but not all vendors. If you don't see the option to create an SLA, please reach out to support@clarative.ai to request incident monitoring for your vendor.
  2. Configure SLA Tiers: Add tiers to the SLA to represent the service tiers contained in the SLA document.
    • Percentages should be represented as a decimal, so 95% uptime should be entered as 0.95 and a 10% credit should be entered as 0.1.
    • There are two types of supported uptime SLAs, standard Uptime SLAs and "Time Under" SLAs. Almost all SLAs will be standard SLAs.
    • If an SLA document specifies a percentage but not a remediation, enter 0 for the credit percentage.
  3. Configure Incident Filters: Select the products, services, and regions that are relevant for the SLA.
    • These filters will be used to calculate the SLA violations as well as to filter risk events in the triage workflow.
    • Products are a high-level description of the solution, services are more granular offerings for the solution, and regions specify specific infrastructure the solution runs on.
    • For example, if you are configuring an SLA for AWS S3, you would select AWS as the product, S3 as the service, and whichever regions (e.g. us-east-1) your organization uses.

SLA Modal

Need Help?​

Contact support at support@clarative.ai.