Service level management for Cloud Management

When activated, the Orchestration plugins for Amazon EC2, VMware, and Microsoft Azure create service level agreements (SLA) and operational level agreements (OLA) for Cloud Management.

Required Roles

  • System Administrator (admin role): Users with this role are permitted to add, edit, or delete SLAs and OLAs.
  • Virtual Provisioning Cloud Administrators group (cloud_admin role): Users in this group can view lists of breached SLAs and access requested items in a breached state.
  • Virtual Provisioning Cloud Operators group (cloud_operators role): Users in this group can view lists of breached OLAs in the Cloud Operations Portal and access provisioning tasks in a breached state.

Operators group response OLAs

The virtualization plugins create operational-level agreement (OLA) records with a default duration of one day.

About this task

  • EC2 Operators group response
  • VMware Operators group response

When a task is assigned to one of the operator groups, The system creates an OLA. If an error occurs during provisioning, the system assigns a task to one of the operator groups and triggers an OLA. Members of the Virtual Provisioning Cloud Operators group can view a list of breached OLAs in the Cloud Operations Portal.

To change the default duration of an OLA:

Procedure

  1. Navigate to Service Level Management > SLA > SLA Definitions.
  2. Open the OLA record appropriate for your virtualization product.
  3. Change the value in the Duration field or select a preconfigured Duration type, and then click Update.
    Figure 1. VM OLA Record
    VM OLA Record

Virtual server requests SLA

The Virtual Server Requests SLA record for Cloud Management has a default duration of one day.

About this task

When a user requests a virtual machine, this SLA is activated. If the virtual machine's start date is in the future, the Virtual Server Request SLA is paused from the time the configuration item (CI) is created (when the requested configuration is entered into the system) until the time provisioning actually begins. Members of the Virtual Provisioning Cloud Administrators group can view a list of breached SLAs in the Cloud Admin portal.

The virtual machine CI is created by one if these actions:
  • The EC2 or VMware Operators group closes the task and provides the information necessary to fulfill the request.
  • A fully automatic process applies all the rules successfully.

To change the default duration of the SLA:

Procedure

  1. Navigate to Service Level Management > SLA > SLA Definitions.
  2. Open the Virtual Server Request record.
  3. Change the value in the Duration field or select a preconfigured Duration type, and then click Update.
    Figure 2. VM SLA Record
    VM SLA Record