SuperAgent allows you to implement Service Level Agreements (SLAs) to align IT resources with business goals by measuring and controlling the quality of a delivered business application. In the past, SLAs have been used as a way to prevent service providers from delivering diminished performance. Now you can use SuperAgent with SLAs as a way for IT to demonstrate return on investment, through continuous improvement, rather than total cost of ownership.

SuperAgent provides the ideal solution for SLM reporting by communicating results for non-technical users. In depth drill down analysis allows IT staff to find problems, understand their root-cause and verify they have been solved. SuperAgent provides detailed troubleshooting information, while summarizing data in meaningful business views.

An operational summary of SLA compliance identifies areas that need attention

Service level management can be implemented through three distinct, yet related metrics that measure the performance of your application infrastructure.

• Transaction Time ? Quantify and manage end user experience, enabling IT to determine which users have degraded or unacceptable performance
• Server Response Time ? Measure the effectiveness of data center operations, allowing the comparison of performance across servers within a server farm
• Network Round Trip Time ? Quantify the level of service provided by your network carrier for each provisioned link
• Server & Application Availability ? Measure server and application availability