SLA

The Callgoose SQIBS SLA Tracker is a fully automated, incident-aware monitoring engine designed to replace manual spreadsheets and guesswork. Automatically track Uptime, MTTA, MTTR, per-incident SLA breaches, and cross-team SLA performance - all in one dashboard.

Accessing SLA Management

To manage SLAs:

1. Navigate to the Workspace section in the left-hand sidebar.
2. Click on SLA.

This opens the SLA dashboard where you can create, update, and monitor SLA configurations.

Creating a New SLA

1. Click the + Add SLA button in the top-right corner.
2. Complete the required configuration fields described below.

Prerequisites

You must create one or more Projects before creating an SLA.

1. SLA Name

Enter the SLA name, preferably your product name

Example: Sqibs

2. Description

Enter a description to explain what this SLA is for.

3 Select Timezone

Select the timezone. This timezone will be used for time based calculations, including window frames, according to the preferences below.

4. Projects

Select the Projects covered under this SLA. Select one or multiple projects that should be monitored under this SLA.

Projects are created under a Team. Select a Team, then choose one or more Projects within that Team.

5. SLA Time Range

The SLA Time Range defines the specific time window for SLA enforcement. SLA calculations and monitoring are performed based on the configured parameters.

Available options:

• Day:

The SLA rollover is calculated on a daily basis.

Select the Number of Fixed Days for the rollover period.

• Example: 30-day SLA rollover starting from January 1.
• Month:

The SLA rollover is calculated on a monthly basis.

Select the number of fixed months(Monthly Rotation Interval) for the rollover period.

• Example: Monthly SLA rollover on the 1st of each month, starting from January 1.
• Year:

The SLA rollover is calculated on a yearly basis.

• Example: Yearly SLA rollover on January 1 each year.

For all types, you must select the starting month and date to ensure accurate calculations. You may select a past month or date if required.

This setting determines:

• When SLA performance resets
• The duration over which uptime is calculated
• The reporting cycle

6. SLA Percentage

SLA indicates the percentage of time the service is expected to be available.

Example:

• 99.9% SLA allows ~43 minutes per month.
• 99.99% SLA allows ~4 minutes per month.

A higher SLA percentage allows less downtime.

The system continuously tracks downtime consumption in real time against this limit.

7. SLA Breach Prevention & Notifications

To prevent total SLA violations, Callgoose SQIBS includes proactive notification controls.

SLA Breach Reminder Percentage

Define a threshold (e.g., 80%) value.

When the system detects that the threshold% of the allowed downtime is consumed:

• A reminder incident is automatically generated.
• Teams are alerted before a full breach occurs.

Re-notify Breach Timeout

Set the time limit to re-notify an SLA breach if it remains breached after the initial alert. Specify 0 to disable re-notifications.

8. Priority

Select the priority levels for incidents that should fall under this SLA.

Example:

• P1 – Critical
• P2 – High

Note: Select P2 only if the incidents are high priority as per your standard and only if it impact the SLA.

9. SLA Escalation

Select the Team and Service to be used for creating incidents related to SLA breaches or breach reminders. Under the selected Service, P1-level incidents will be created for both SLA breaches and breach reminders.

Select:

• The team responsible for escalation
• The specific service used to generate incidents

Note: Ensure that the selected Team and Service include SLA Tracker–type users and a dedicated escalation policy that notifies all of them at the first level, rather than using a multi-level escalation policy.

Recommended incident response thresholds for the selected incident priorities

The Incident Threshold To Override switch allows you to override the default incident response thresholds for the services linked to the selected projects. When enabled, the recommended MTTA and MTTR values shown here will replace the existing service-level thresholds.

After entering all required SLA configuration details carefully review the information to ensure accuracy. Once all fields are properly completed and validated, click the Save button at the bottom of the page to successfully create and activate the SLA configuration in Callgoose SQIBS.

Update SLA

Select Show More Details for the specific SLA, then click the Edit button.

Delete SLA

Select Show More Details for the specific SLA, then click the Delete button.

SLA Reports

The SLA Reports section provides an overview of SLA performance.

You can access it from SLA Report under the Reports category in the dashboard.

The report includes the following details:

• Time range
• Current SLA
• Target SLA
• Remaining SLA time
• Allowed SLA downtime
• Downtime within the current window
• Incidents affecting the SLA