SLA Reports
IZO™+ Multi Cloud Connect service levels are tracked in the TCx reporting workspace, which measures availability, latency, jitter and packet loss per connection. This page explains what is measured and where, and how to raise a service-credit query; the specific SLA targets and credit calculation are set in your service contract.
What the SLA covers
Service-level reporting draws on the same measurements as the performance views:
|
Metric |
How it is reported |
|
Availability |
Uptime per connection over the reporting period, from live and historical availability data for site, CPE and link. |
|
Latency |
Round-trip delay, measured customer-edge to customer-edge (CE-to-CE). |
|
Jitter |
Variation in round-trip delay over the period. |
|
Packet loss |
Percentage of packets lost CE-to-CE over the period. |
A Consolidated Underlay Report also shows network and link uptime for both Internet and MPLS underlays, which is useful where a connection depends on a particular underlay.
Where the metrics are taken
Latency, jitter and packet loss are measured end to end between customer-edge points (CE-to-CE), and availability is derived per connection from the monitoring data collected at a 5 minute sample size. Because measurement is per connection and per underlay, an SLA report can be produced for an individual service or aggregated across a group.
Reviewing SLA performance
Use the performance and availability reports each month to review service levels: open the Advanced Report for availability and the performance views for round-trip delay, jitter and packet loss, over the reporting period, and export the results for your records (see Performance Reports).
Raising a service-credit query
Where a service level has not been met and your contract provides for a credit, raise the query as a Billing Ticket in the Billing & Invoice module (see Billing and Invoices), so it is handled by the billing team against the SLA terms in your contract.