How do you report on network SLAs?

1 Define the metrics

Defining the metrics that will measure the quality of service is the first step in network SLA reporting. These metrics should be aligned with the SLA terms and the customer's business objectives. Common network SLA metrics include availability, latency, jitter, packet loss, and throughput. Availability measures the percentage of time that the network service is operational and reachable. Latency measures the delay in transmitting data across the network, while jitter measures the variation in latency over time. Packet loss measures the percentage of data packets that are lost or corrupted during transmission, and throughput measures the amount of data that can be transferred over the network in a given time.

2 Collect the data

The next step is to collect the data that will support the network SLA metrics. This can be done through various tools and methods, such as network monitoring software, network probes, network logs, and customer feedback. Network monitoring software can track and analyze the performance and health of the network devices and links. Network probes generate and measure network traffic to test the service quality. Network logs are records of network events and activities that can provide insights into network issues and incidents. Finally, customer feedback offers input regarding their experience and satisfaction with the network service.

3 Analyze the data

The third step is to analyze the data that has been collected and compare it with the SLA targets and thresholds. This helps to identify and quantify the network service level achievements and deviations. Statistical methods, such as mean, median, standard deviation, and confidence intervals can be used to summarize and interpret the data. Graphical methods, such as charts, graphs, dashboards, and heat maps provide visual representations of the data. Additionally, trend analysis can be used to examine the changes and patterns in the data over time, such as spikes, dips, and anomalies.

4 Communicate the results

The final step in network SLA reporting is to communicate the results to the relevant stakeholders, such as the customer, the management, and the network team. This can demonstrate the value and quality of the network service, as well as identify and address any gaps or issues. When communicating, use clear and concise language that avoids jargon and technical terms. Appropriate formats and media should be chosen based on the purpose and audience of the report, such as reports, presentations, emails, or web pages. Additionally, actionable recommendations should be provided for improving or maintaining the network service level, including expected benefits and costs. Network SLA reporting is an important part of network management and customer service; following these steps and best practices can ensure accuracy and confidence when reporting.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?