Service Support Manager

In the Service Support Manager tab, you configure the SLA load level setting.

Note: This topic only applies to Service Support Manager 5.2.2 and earlier. The Service Support Manager tab does not appear if Service Support Manager 5.2.2 or earlier is not installed.

Configuring the SLA Load Level

In the SLA Settings section, use the vertical slider to throttle the load-bearing capabilities for SLA depending on the number of users and requests that are serviced in your environment. The SLA engine uses a set of user-defined clauses that are periodically compared against new items and change records, which then triggers specific actions if a clause becomes true. The SLA level that you set determines how often the SLA engine compares the clauses to these items. You can change these settings any time after installation by running the SBM Configurator in utility mode.

Note: For distributed installations, you configure these settings directly on the SBM Common Services server (which is where the SLA component is installed).

To configure load level settings for SLA, use the slider to change the load level:

High load – The high load level forces SLA to run every 5 seconds. Configure the SLA engine to run at this level for an environment that services a high number of users and requests.
Medium load – The medium load level forces SLA to run every 10 seconds. Configure the SLA engine to run at this level for an environment that services an average number of users and requests.
Low load – The low load level forces SLA to run every 15 seconds. Configure the SLA engine to run at this level for an environment that services a small number of users and requests.

Note: The SLA tab appears after the Service Support Manager installation is finished, even if SLAs are not used or not yet defined, regardless which solution licenses have been added.