SLA Tracker

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

1. You must create one or more Projects before creating an SLA.
2. Create SLA Breach notifications

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, P5-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

FAQs

1. How can I configure Response SLA (MTTA), Resolution SLA (MTTR), and Per-Incident SLA?

Response SLA (MTTA), Resolution SLA (MTTR), and Per-Incident SLA are configured through the Incident Response Threshold feature.

To configure these response-time thresholds:

1. Navigate to Incident Management
2. Open Incident Response Threshold
3. Configure MTTA (Response Time) and MTTR (Resolution Time) values based on incident priorities.

These thresholds are then used by the system to monitor incident response and resolution timelines.

2. How can I configure Uptime SLA?

Uptime-related SLA models can be configured directly within the SLA Tracker.

Supported uptime SLA models include:

• Uptime SLA
• Period-Based SLA
• Rolling 30-Day SLA
• Custom SLA Cycles

These SLA configurations allow organizations to measure service availability and compliance over defined monitoring periods.

3. How do SLA Tracker alerts work?

SLA Tracker alerts notify teams when SLA compliance is approaching a potential breach or has already been breached.

During SLA configuration, administrators define:

• SLA Target Percentage
• SLA Reminder Notification Percentage
• SLA Escalation Policy

Reminder Notification

When the SLA consumption reaches the configured Reminder Percentage, the system sends a warning notification to the configured escalation team.

Example notification title:

SLA Breach Risk Warning – [SLA_NAME] – [Reminder Percentage]% Threshold Reached

Example:

SLA Breach Risk Warning – Product1-SLA – 80% Threshold Reached

SLA Breach Notification

If the SLA limit is exceeded, the system triggers a breach alert.

Example notification title:

SLA Breach Alert – [SLA_NAME]

Example:

SLA Breach Alert – Product1-SLA

These alerts help teams take corrective action before SLA violations impact service commitments.

4. Where can I view SLA performance and compliance reports?

SLA performance can be viewed in the SLA report and Incident Report

These reports provide visibility into:

• SLA compliance percentage
• SLA breach incidents
• Incident timelines affecting SLA performance
• Historical SLA trends

5. Can multiple services have different SLA configurations?

Yes. Each service can have its own SLA definition, allowing organizations to define different SLA targets based on the criticality of the service.

For example:

• Critical production systems may require 99.9% uptime
• Internal services may operate with lower SLA targets

6. What happens when an SLA breach occurs?

When an SLA breach occurs:

• The system generates an SLA breach alert
• The configured SLA escalation policy is triggered
• Incident details and SLA context are included in the notification

This ensures responsible teams are immediately aware of SLA violations.

7. Can SLA Tracker monitor SLA compliance across multiple incidents?

Yes. SLA Tracker evaluates SLA performance across all incidents associated with the service during the configured SLA period. This enables accurate calculation of SLA compliance over time.

8. Does SLA Tracker automatically calculate SLA percentages?

Yes. The system automatically calculates SLA percentages based on:

• Incident timelines
• Service uptime and downtime
• Response and resolution performance
• Configured SLA measurement periods

This removes the need for manual calculations or spreadsheet tracking.

9. Can SLA Tracker be used without Incident Response Threshold?

Yes. SLA Tracker can operate independently for uptime and availability SLA monitoring.

However, if you want to track response and resolution time targets (MTTA and MTTR), those must be configured in Incident Response Threshold.

10. What is the difference between SLA Tracker and Incident Response Threshold?

SLA Tracker focuses on measuring SLA compliance and availability performance.

Incident Response Threshold focuses on monitoring response and resolution timing during incidents.

Both features can work together to provide complete visibility into service performance and incident handling efficiency.

11. Can SLA reminder percentages be customized?

Yes. Administrators can configure the Reminder Notification Percentage when defining an SLA.

For example, if an SLA target is 99% uptime, a reminder may be triggered when the system reaches 80% of the allowed SLA consumption threshold.

12. Who receives SLA reminder and breach notifications?

Notifications are sent to the teams defined in the SLA Escalation Policy.

This escalation policy determines:

• Who receives reminder notifications
• Who receives breach alerts
• How alerts are escalated across teams

13. Can SLA Tracker support different SLA measurement periods?

Yes. SLA Tracker supports multiple SLA calculation periods, including:

• Fixed time periods (Day, Monthly or Yearly)
• Rolling 30-day SLA measurement
• Custom SLA cycles

This flexibility allows organizations to align SLA measurement with contractual or operational requirements.

14. Can SLA configurations be modified after creation?

Yes. Administrators can update SLA settings such as:

• SLA target percentage
• Reminder notification threshold
• Escalation policy
• SLA measurement cycle

Changes will apply to future SLA calculations.

15. What types of incidents affect SLA calculations?

SLA calculations may include:

• Service outages
• Incidents affecting availability
• Operational incidents impacting uptime

The specific incidents included depend on the SLA configuration and associated service.