Welcome!

Apache Authors: Elizabeth White, Pat Romanski, Liz McMillan, Christopher Harrold, Janakiram MSV

Related Topics: @DevOpsSummit, Microservices Expo, Containers Expo Blog

@DevOpsSummit: Blog Feed Post

The Dos and Don’ts of SLA Management | @DevOpsSummit #DevOps #WebPerf #APM #Monitoring

SLAs can be very tricky to manage for a number of different reasons

The Dos and Don'ts of SLA Management
By Craig Lowell

The past few years have seen a huge increase in the amount of critical IT services that companies outsource to SaaS/IaaS/PaaS providers, be it security, storage, monitoring, or operations. Of course, along with any outsourcing to a service provider comes a Service Level Agreement (SLA) to ensure that the vendor is held financially responsible for any lapses in their service which affect the customer’s end users, and ultimately, their bottom line.

SLAs can be very tricky to manage for a number of different reasons: discrepancies over the time period being addressed, the source of the performance metrics, and the accuracy of the data can lead to legal disputes between vendor and customer. However, there are several things that both sides can do to get accurate and verifiable performance data as it pertains to their SLAs.

The first and most critical step is to define the parameters around which the data will be used; this includes the method of data collection (often an agreed-upon neutral third party), and the time and locations from which the performance will be measured. The first part of this is critical. If the vendor and the customer are using different monitoring tools to measure the Service Level Indicators (SLIs), then there will inevitably be disagreements on the validity of the data and whether the Service Level Objective (SLO) was reached or not.

Selecting that vendor depends a great deal on the number of users being served, and where they are located. For a company such as Flashtalking, an ad serving, measuring, and technology company delivering ad impressions throughout the US, Europe, and other international markets, the need for a monitoring tool which can accurately measure the performance and user experience in many different areas around the world is critical to their SLA management efforts.

Flashtalking agrees upon the external monitoring tool with every one of their clients as part of their SLAs, using Catchpoint as the unbiased third party due to the number of monitoring locations and the accuracy of the data. Their customers obviously want the most accurate view of the customer experience and the impressions garnered, so monitoring from as close to the end user as possible is the best way to achieve that. In that sense, the more locations from which to test the product, the more accurate the data from an end user’s perspective.

Those measurement locations should include backbone and last mile, as well as any cloud provider from which the ads are being served. This diversity of locations ensures that they will still have visibility and reporting capabilities should the cloud provider itself experience an outage; the backbone tests eliminate noise and are therefore the cleanest for validating the SLO, and the last mile tests best replicate the end user experience./p>

Once the SLA and its parameters are agreed upon by both sides, each one of Flashtalking’s products is then set up with a single test that captures the performance of their clients’ ads through every stage of the IT architecture, whether it’s a single site, single server, or encompasses multiple databases/networks/etc.

Of course, establishing criteria and setting up the tests is only part of the SLA management battle. For a cloud provider to stay on top of its SLAs, they must also be able to rely on the alerting features to notify them if they are in danger of being in breach, as well as the accuracy and depth of the reporting to assist with identifying the root cause of the issue. In many cases, an ad serving company such as Flashtalking is relying on other third parties such as DNS resolvers, cloud providers, and content delivery networks to deliver the ads to the end users, which means that a disruption in service is not necessarily their fault. Still, they must be able to share their performance data with their own vendors in order to resolve the issue as quickly as possible for their own customers. In cases such as these, they must be able to easily separate their first- and third-party architecture components to show when a service disruption is not their fault and hold their own vendors accountable instead.

To learn more about SLA management and how both customers and vendors can ensure continuous service delivery, check out our SLA handbook.

The post The Dos and Don’ts of SLA Management appeared first on Catchpoint's Blog - Web Performance Monitoring.

Read the original blog entry...

More Stories By Mehdi Daoudi

Catchpoint radically transforms the way businesses manage, monitor, and test the performance of online applications. Truly understand and improve user experience with clear visibility into complex, distributed online systems.

Founded in 2008 by four DoubleClick / Google executives with a passion for speed, reliability and overall better online experiences, Catchpoint has now become the most innovative provider of web performance testing and monitoring solutions. We are a team with expertise in designing, building, operating, scaling and monitoring highly transactional Internet services used by thousands of companies and impacting the experience of millions of users. Catchpoint is funded by top-tier venture capital firm, Battery Ventures, which has invested in category leaders such as Akamai, Omniture (Adobe Systems), Optimizely, Tealium, BazaarVoice, Marketo and many more.

IoT & Smart Cities Stories
The challenges of aggregating data from consumer-oriented devices, such as wearable technologies and smart thermostats, are fairly well-understood. However, there are a new set of challenges for IoT devices that generate megabytes or gigabytes of data per second. Certainly, the infrastructure will have to change, as those volumes of data will likely overwhelm the available bandwidth for aggregating the data into a central repository. Ochandarena discusses a whole new way to think about your next...
CloudEXPO | DevOpsSUMMIT | DXWorldEXPO are the world's most influential, independent events where Cloud Computing was coined and where technology buyers and vendors meet to experience and discuss the big picture of Digital Transformation and all of the strategies, tactics, and tools they need to realize their goals. Sponsors of DXWorldEXPO | CloudEXPO benefit from unmatched branding, profile building and lead generation opportunities.
DXWorldEXPO LLC announced today that Big Data Federation to Exhibit at the 22nd International CloudEXPO, colocated with DevOpsSUMMIT and DXWorldEXPO, November 12-13, 2018 in New York City. Big Data Federation, Inc. develops and applies artificial intelligence to predict financial and economic events that matter. The company uncovers patterns and precise drivers of performance and outcomes with the aid of machine-learning algorithms, big data, and fundamental analysis. Their products are deployed...
All in Mobile is a place where we continually maximize their impact by fostering understanding, empathy, insights, creativity and joy. They believe that a truly useful and desirable mobile app doesn't need the brightest idea or the most advanced technology. A great product begins with understanding people. It's easy to think that customers will love your app, but can you justify it? They make sure your final app is something that users truly want and need. The only way to do this is by ...
Digital Transformation and Disruption, Amazon Style - What You Can Learn. Chris Kocher is a co-founder of Grey Heron, a management and strategic marketing consulting firm. He has 25+ years in both strategic and hands-on operating experience helping executives and investors build revenues and shareholder value. He has consulted with over 130 companies on innovating with new business models, product strategies and monetization. Chris has held management positions at HP and Symantec in addition to ...
Dynatrace is an application performance management software company with products for the information technology departments and digital business owners of medium and large businesses. Building the Future of Monitoring with Artificial Intelligence. Today we can collect lots and lots of performance data. We build beautiful dashboards and even have fancy query languages to access and transform the data. Still performance data is a secret language only a couple of people understand. The more busine...
Cell networks have the advantage of long-range communications, reaching an estimated 90% of the world. But cell networks such as 2G, 3G and LTE consume lots of power and were designed for connecting people. They are not optimized for low- or battery-powered devices or for IoT applications with infrequently transmitted data. Cell IoT modules that support narrow-band IoT and 4G cell networks will enable cell connectivity, device management, and app enablement for low-power wide-area network IoT. B...
The hierarchical architecture that distributes "compute" within the network specially at the edge can enable new services by harnessing emerging technologies. But Edge-Compute comes at increased cost that needs to be managed and potentially augmented by creative architecture solutions as there will always a catching-up with the capacity demands. Processing power in smartphones has enhanced YoY and there is increasingly spare compute capacity that can be potentially pooled. Uber has successfully ...
SYS-CON Events announced today that CrowdReviews.com has been named “Media Sponsor” of SYS-CON's 22nd International Cloud Expo, which will take place on June 5–7, 2018, at the Javits Center in New York City, NY. CrowdReviews.com is a transparent online platform for determining which products and services are the best based on the opinion of the crowd. The crowd consists of Internet users that have experienced products and services first-hand and have an interest in letting other potential buye...
When talking IoT we often focus on the devices, the sensors, the hardware itself. The new smart appliances, the new smart or self-driving cars (which are amalgamations of many ‘things'). When we are looking at the world of IoT, we should take a step back, look at the big picture. What value are these devices providing. IoT is not about the devices, its about the data consumed and generated. The devices are tools, mechanisms, conduits. This paper discusses the considerations when dealing with the...