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# 2 SLA

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### Overview

Once the [services](/manual/it_services/service_tree) are created, you can start monitoring whether their performance is on track with service level agreement (SLA).  

*Services->SLA* menu section allows to configure SLAs for various services. An SLA in Zabbix defines service level objective (SLO), expected uptime schedule and planned downtimes. 

SLAs and services are matched by [service tags](/manual/it_services/service_tree#tags). The same SLA may be applied to multiple services - performance will be measured for each matching service separately. A single service may have multiple SLAs assigned - data for each of the SLAs will be displayed separately.

In SLA reports Zabbix provides Service level indicator (SLI) data, which measures real service availability. Whether a service meets the SLA targets is determined by comparing SLO (expected availability in %) with SLI (real-life availability in %). 

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### Configuration

To create a new SLA, click on the *Create SLA* button.

The **SLA** tab allows to specify general 
SLA parameters.

![](../../../assets/en/manual/web_interface/sla.png){width=600}

|Parameter|Description|
|--|--------|
|*Name*|Enter the SLA name. |
|*SLO*|Enter the service level objective (SLO) as percentage. |
|*Reporting period*|Select the SLI reporting period used for calculating the SLI data in the [SLA report](/manual/web_interface/frontend_sections/services/sla_report):<br>**Daily** - each day, from 00:00:00 to 23:59:59.<br>**Weekly** - each week, from Sunday 00:00:00 to Saturday 23:59:59.<br>**Monthly** - each month, from the first day 00:00:00 to the last day 23:59:59.<br>**Quarterly** - each calendar quarter: Q1 (Jan-Mar), Q2 (Apr-Jun), Q3 (Jul-Sep), Q4 (Oct-Dec).<br>**Annually** - each calendar year, from January 1 00:00:00 to December 31 23:59:59.|
|*Time zone*|Select the SLA time zone. |
|*Schedule*|Select the SLA schedule - 24x7 or custom. |
|*Effective date*|Select the date of starting SLA calculation. |
|*Service tags*|Add service tags to identify the services towards which this SLA should be applied. <br> **Name** - service tag name, must be exact match, case-sensitive. <br> **Operation** - select *Equals* if the tag value must match exactly (case-sensitive) or *Contains* if part of the tag value must match (case-insensitive). <br> **Value** - service tag value to search for according to selected operation.<br> The SLA is applied to a service, if at least one service tag matches.  |
|*Description*|Add a description for the SLA. |
|*Enabled*|Mark the checkbox to enable the SLA calculation. |

The **Excluded downtimes** tab allows to specify downtimes 
that are excluded from the SLA calculation.

![](../../../assets/en/manual/web_interface/sla_b.png){width=600}

Click on *Add* to configure excluded downtimes, then enter the period name, start date and duration. 

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### SLA reports

How a service performs compared to an SLA is visible in the [SLA report](/manual/web_interface/frontend_sections/services/sla_report). SLA reports can be viewed:

  - from the *SLA* section by clicking on the SLA report hyperlink;
  - from the *Services* section by clicking on the SLA name in the info tab;
  - in the Dashboard [widget](/manual/web_interface/frontend_sections/dashboards/widgets/sla_report) *SLA report*.
  
  Once an SLA is configured, the *Info* tab in the services section will also display some information about service performance. 

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