Skip to main content
ServiceAnalytics
Availability2014.1 or later

Open SLA Configuration

Launch from KPI page

SLA Action Context

Use context values in actions

SLA Objects

Properties depend on SLA type

Use Context Safely

Guard against missing values

​
Overview

GermainUX Service Level Agreements (SLAs) evaluate KPI data against configured thresholds, baselines or predictions. An SLA can change a KPI’s health status and trigger alerts or automated actions when its condition is met. SLAs can be created through a guided wizard or managed directly from the SLA configuration screen.

​
Open SLA Configuration

When the SLA Wizard is launched from a KPI configuration page, the KPI may already be selected and the KPI selector may be disabled.

​
Create an SLA with the Wizard

1

Go to Germain Workspace → Settings→ Wizards → SLA

2

Select the KPI to evaluate

3

Select the SLA type

4

Configure the measure, operator, threshold and evaluation period required by that SLA type

5

Select the health color or severity that should be assigned when the threshold is met

6

Select the alert template and action or actions to execute

7

Review the configuration

8

Select Finish to save the SLA

After saving, validate the SLA with representative data before relying on it for production alerts or automation.

​
Configure a Predictive SLA

A Predictive SLA uses historical KPI data to forecast a future value and take action when the prediction meets the configured condition.

​
Steps

  1. Go to Germain Workspace → Settings→ Wizards → SLA.
  2. Select the KPI for which the prediction should be generated.
  3. Select Predictive-Curve as the SLA type.
    Predictive-Curve on SLA wizard

    Predictive-Curve on SLA wizard - GermainUX

  4. Select the measure to predict.
  5. Configure the target value or threshold.
  6. Specify the historical data granularity and the future period to predict.
  7. Configure the comparison operator.
  8. Select the alert template.
  9. Select the action or actions to execute when the prediction violates the SLA.
  10. Review and save the configuration.
The available prediction fields depend on the KPI, its measure and the GermainUX version. See Alert Template configuration for information about editing notification content.

​
Configure Smart Insights

Smart Insights evaluates a KPI against comparable business periods and identifies unusual increases, decreases or other deviations.

​
Configure the Alert Action

Go to:
Germain WorkspaceSettingsAutomationAlertsanalytical-sla-alert
Review the action and template used for analytical SLA notifications.
Alert Action

Alert Action - GermainUX

​
Configure the Smart Insights SLA

Go to:
Germain WorkspaceSettingsAnalyticsSLASmart Insights SLA – Day
Smart Insights SLA – Day

Smart Insights SLA – Day - GermainUX

Review or modify the KPI scope, comparison period, thresholds and alert actions according to the behavior you want to detect. Smart Insights can be configured for other business periods when supported, such as a week, month, quarter or equivalent recurring period.

​
Validate an SLA

Before enabling production actions:
1

Confirm that the KPI is receiving data

2

Verify that the selected measure exists for the KPI

3

Confirm the operator and threshold direction

4

Validate the evaluation and baseline periods

5

Test with known compliant and violating values

6

Confirm that the expected health color is assigned

7

Test the alert template with representative context

8

Confirm that every configured action executes only when intended

For predictive and statistical SLAs, ensure that enough historical data exists to produce a meaningful result.

​
SLA Action Context

When an SLA triggers an alert or action, GermainUX provides a context object. Templates, commands and action arguments can reference values from this object. For example:
The attributes available depend on whether the SLA is fact-based or statistical.

​
Fact-Based SLA Context

Use context.violation to distinguish a violation from a recovery in a stateful alert template.

​
Statistical SLA Context

These attributes use the same ${context...} reference pattern in supported templates and actions.

​
Context Object Reference

​
SLA Objects

The properties available on context.sla depend on the SLA type.

​
FactBasedSLA

​
AggregateSLA

​
ColorPercentileSLA

​
PercentChangeSLA

​
PredictiveSLA

​
Threshold Object

​
KPI Object

​
Fact Object

The structure of context.fact depends on the KPI’s data model. See the GermainUX Data Model for available fact types and fields.

​
Statistical Result Object

​
Use Context Safely

  • Confirm that a property is available for the selected SLA and KPI type.
  • Handle optional or null values in templates and actions.
  • Avoid placing passwords, tokens or other secrets in SLA templates.
  • Do not pass untrusted fact values directly into executable commands.
  • Test violation and recovery templates separately when Stateful behavior is enabled.
  • Validate every automated action in a non-production environment when possible.

​
Get Help

Contact GermainUX Support

The GermainUX team helps you get up and running faster, empower your team, turn data into actionable insights, and optimize performance to deliver measurable business outcomes.

Can't find what you need?

Search all GermainUX docs with Ctrl + K, or use the feedback buttons at the bottom of this page to tell us what is missing.

The content of this document is proprietary to GERMAIN SOFTWARE.