Service Level Availability (SLA) for CA PPM

Document ID : KB000044471
Last Modified Date : 14/02/2018
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Introduction:

Service Level Availability (SLA) for CA PPM

Question:

How CA PPM SaaS provides Service Level Availability (SLA) to the customer along with methods of measuring SLA?

Answer:

CA commits to the Service Level Availability as indicated in the table below for the CA PPM SaaS offering during the Subscription Term of the service.

In the event that the Service Level Availability committed decreases below the Threshold for Service Availability Default, Minor or Major.

Customer may be entitled to take action as outlined in the SaaS Listing.

 

Components / Capabilities

Target Service Level Availability

Threshold for “Service Availability Default - Minor”

Threshold for “Service Availability Default - Major”

CA SaaS PPM SaaS Service

99.5%

99.0%

98.0

 

CA measures Service Level Agreement targets as described below:

CA runs test scripts using application monitoring tools on the Production system to verify that the CA PPM SaaS service is available. Test scripts are run approximately once every ten (10) minutes, twenty-four (24) hours per day, seven days per week, throughout the contracted term of the service.

Service Level Availability (SLA) is measured using the formula defined in the table below.

The percentage availability is calculated based on the number of successful monitoring tests recorded in any one calendar month divided by the total number of monitoring tests conducted in that one calendar month:

 

SLA (%) =

(Total number of successful test scripts outside of planned outage time periods) /
(Total number of planned test scripts outside of planned outage time periods)