SLA Overview

AppTracker supports SLA ("Service Level Agreement") tracking of applications. This enables organisations to define the maximum amount of time an application should take to complete each process such as "Packaging", and to get reports showing where applications

  • are within that process's timeframe (green)
  • are close to exceeeding that process's timeframe (amber)
  • have exceeded that process's timeframe (red)

There are two types of SLA report available:

1. SLA - Process

Click AppTracker -> Grid Extensions -> SLA - Process

This report shows the SLA status of each application against process it is currently in. In the example shown in table below, if this application was currently in the process "5. UAT" and had been there for 12 days, and the agreed SLA for that process was set to 5 days, then this application's "SLA - Process" status would be red. 

Note that if this application was moved to "6. Deployment" the "SLA - Process" status would change to green as this report only considers the current process the application is in.

2. SLA - Lifecycle

Click AppTracker -> Grid Extensions -> SLA - Lifecycle

This report adds up all the agreed SLAs for all processes in the workflow, and compares that to the total time the application has been in progress across all processes so far. In the example shown in the table below an application is currently being tested and has been in the UAT process for 12 days. The "SLA - Lifecycle" status would be red because the total time for that application (18.75 days) exceeds the total of the agreed SLAs (16 days).

ProcessAgreed SLAApplication's timing so farSLA - ProcessSLA - Lifecycle
1. Identified2 days1.5 daysGreenRed*
2. Discovery2 days1 dayGreen
3. Packaging4 days3.75 daysAmber
4. QA1 day0.5 daysGreen
5. UAT5 days12 daysRed
6. Deployment2 days0 daysGreen
7. Live999999 days0 daysGreen
Totals16 days**18.75 days

* The appliocation's total time in all the processes has exceeded the total of the agreed SLAs

** The "SLA - Lifecycle" calculation uses the total of the agreed SLAs, excluding the final process (7. Live) as this process is generally used to show that the application has been completed and will remain in this process until it is retired


There are a number of dashboard widgets available to show SLA status. These can be found using the "sla" keyword in the widget serach in the Dashboard configuration.


Total Time in Processes Report

Click AppTracker -> Select applications in grid -> Reports -> Total Time in Processes

This report shows how much time each of the selected applications has spent in each process. Note that by default this will subtract the time spent in "On-Hold" processes. See below for instructions on how to configure the "On-Hold" processes.


Configuring SLAs

Global SLA settings

These are configured in Admin -> Initial Setup -> Process SLAs

  1. The time unit of the SLA counter can be configued as shown in 1 below
  2. The working day hours can be configured as shown in 2 below. Only times within that window will be considered for the SLA calculations
  3. The start and end processes where the SLAs are tracked can be configured as below. Processes outside those will not be included in the SLA calculations
  4. Other settings are available such as defining what is meant by the amber status, and holiday exclusions


Setting up the SLA time for each Process

These are configured in Admin -> Initial Setup -> Process and Sub Processes

The SLA Unit column allows you to define the SLA for each process. The units of this are defined in the Global SLA Settings (above).

Ensure you click Save Process Changes... once these have been configured.

Excluding sub-processes from the SLA calculations

It may be useful to exclude specific sub-prcesses from the SLA calculations. Typically this would be used where a sub-process shows an "on-hold" status and the "SLA clock" should be paused if an application is in this sub-process.

These are configured in Admin -> Initial Setup -> Process and Sub Processes

Ensure you click Save Sub Process Changes... once these have been configured.