Staying on top of Service-level Agreements (SLA) is a matter of attention to detail. The provider needs to make sure that it meets the terms of the agreement, and users need to check that the service they paid for has been provided.
SLA management tools are critical for making sure that the terms of an agreement are fulfilled.
The list includes SLA monitoring tools, SLA management software, and help desk tools for Windows and Linux.
Here is our list of the seven best SLA management monitoring tools:
- Paessler PRTG Network Monitor EDITOR’S CHOICE Our top SLA management pick. Network monitoring software with Cisco IP SLA, VoIP, and QoS monitoring. Comes with a threshold-based alerts system and reporting features.
- SolarWinds VoIP & Network Quality Manager (FREE TRIAL) VoIP, QoS, and IP SLA monitoring tool with autodiscovery, custom alerts, and reports.
- Datadog SLA Monitoring (FREE TRIAL) Cloud monitoring and SLA monitoring tool with real-time monitoring, a customizable dashboard, forecasting, and alerts.
- ManageEngine ServiceDesk Plus IT help desk software with SLA management that lets you configure site-specific SLAs, create tickets for SLA incidents, and more.
- Idera Uptime Infrastructure Monitor Network monitoring software with an SLA manager, custom dashboards SLA testing, reports, and alerts.
- appyfox Help Desk Help desk software with SLA monitoring, ticketing, notifications, reports, and more.
- Freshworks Freshservice Web-based service desk tool with a dashboard, alerts system, escalations, mobile application, and more.
The best SLA management tools
Paessler PRTG Network Monitor is a network monitoring tool that supports SLA monitoring. You can use sensors to monitor a network’s quality of service (QoS).
The platform has sensors for monitoring VoIP connections and Cisco IP SLA monitoring. Sensors can monitor a range of parameters. For example, the Cisco IP SLA sensor can monitor Calculated Planning Impairment Factor (ICPIF), Mean Opinion Score (MOS), late packets, average VoIP jitter, network latency, and more.
Integration with CORP IT provides the user with plugins to manage SLAs. The platform provides a PRTG SLA plugin, which allows you to export monitoring data to SQL Server Reporting Engine and Crystal Reports.
A threshold-based alerts system gives you complete control over when alerts are triggered. Set alert trigger conditions and receive notifications by email, SMS, push notifications, Slack messages, syslog messages, SNMP traps, and more. You can even run PowerShell scripts remotely.
Paessler PRTG Network Monitor is a high-quality network monitoring tool that’s recommended to organizations that want a free SLA management solution for Windows. The free version supports up to 100 sensors. If you require more, you can purchase a paid version, which starts at $1,750 (£1,422.51). You can download the 30-day free trial.
- Cisco IP SLA monitoring
- VoIP monitoring
- Integration with CORP IT
- Threshold-based alerts
Paessler PRTG Network Monitor makes for a top-shelf SLA Monitoring solution with its real-time QoS sensors. Its packaged with a Cisco IP SLA sensor that is able to monitor a host of parameters including ICPIF for packet loss, MOS for jitter, round trip latency and more. By using PRTG as IP SLA monitoring software you can bypass extra add-ons and unnecessary additional costs.
Get 30 Day Free Trial: paessler.com/ip_sla_monitoring
SolarWinds VoIP and Network Quality Manager is a QoS monitoring tool that supports IP SLA for Cisco routers and switches. You can automatically discover Cisco IP SLA enabled devices and monitor their performance. The tool can also be used to monitor the performance of VoIP communications and monitor metrics such as jitter, latency, packet loss, and MOS.
The user interface provides you with a high level of visibility over SLA performance. For example, you can use the Top 10 IP SLA dashboard to monitor the performance of your WAN environment. You can also view a performance map to see how performance changes throughout the network.
An alerts system makes sure that you don’t overlook any important information. Alerts can be customized so that you control when you receive notifications. You can also schedule default IP SLA reports keeping you updated on service changes.
SolarWinds VoIP & Network Quality Manager is an SLA management tool that’s very easy to deploy and manage on Windows. Autodiscovery and a simple user interface make it ideal for fast deployment. Prices start at $1,746 (£1,420). You can download the 30-day free trial.
- Real-time WAN monitoring with Cisco IP SLA
- Custom alert system
- Out-of-the-box IP SLA reports
- VoIP call path trace
Datadog is a cloud and SLA monitoring tool. It provides real-time SLA monitoring for metrics including availability, response time, throughput, error rates, and more through a customizable dashboard. The dashboard can be edited with a drag-and-drop user interface and shared with other members of your team.
You can use the platform to monitor the uptime of your sites. Datadog can run API tests that will launch HTTP requests from different locations to measure performance. Information you can view includes latency and error rates with a range of graphs and charts for greater clarity.
The program also provides you with over 15 months of historical data so that you can create accurate service level agreements. Likewise, Datadog also has the capacity to forecast performance issues so that you can take preventative action before end-users are affected. When there is a problem, alerts let you know immediately.
The Datadog agent is available for CentOS, Debian, Fedora, Red Hat, SUSE, Ubuntu, and Amazon Linux. The software is available for free and supports up to five hosts with one-day metric retention. The API tests version of Datadog supports uptime monitoring for SLAs and SLOs for a price of $5 per ten thousand test runs, per month. You can get started with a 14-day free trial.
- Real-time SLA monitoring
- Custom dashboard
- Test sites with API tests
- Integrations with Slack, Pagerduty, and Jira
ManageEngine ServiceDesk Plus is an IT help desk tool that provides support for SLA management. With ManageEngine ServiceDesk Plus you can create site-specific SLAs for incidents and service requests.
As a help desk tool, the focus is on helping the user to respond to issues quickly. The user interface helps you respond faster by allowing you to configure response times to encourage a speedy response to performance issues.
Managing multiple SLAs is simple because they’re automatically assigned based on priority, enabling employees to respond to the most pressing issues first. Automated escalations ensure that tickets get dealt with promptly. You can also assign tickets to groups. Having all of this information in one location makes it much easier to avoid falling foul of any active SLAs.
ManageEngine ServiceDesk is worth examining if you’re looking for a tool with ticketing and SLA management capabilities. The software is available for Windows and Linux, on-premises or in the cloud. You must contact the company directly to request a quote. You can download the free trial version.
- Create SLAs
- Ticketing system
- Automatic escalations
- Available on-premises and in the cloud
Idera Uptime Infrastructure Monitor is a network monitoring software that comes with an SLA Manager. You can monitor SLAs in real-time through the dashboard. The dashboard can be customized by drag-and-drop, with unique views for you and your entire team.
One of its unique features is SLA testing. You can draw up an SLA target and then use your historical performance data to test whether you can meet the requirements of the proposed SLA. Running tests in advance reduce the chance of you failing to deliver on an SLA.
The SLA reporting feature allows you to set Service Level Objectives and monitor the delivery of those aims. Creating reports is invaluable for making sure that you stay on top of your SLA obligations. The tool also generates notifications about performance incidents.The root-cause analysis allows you to dive into the cause of the issue and resolve it to reduce the chance of any violations.
Idera Uptime Infrastructure Monitor is a reliable tool for midsize companies looking for a network monitor and SLA management solution. You must request pricing information from the company directly. The platform is available for Windows and Linux. You can start the 30-day free trial.
- Real-time SLA monitoring
- Customizable dashboard
- SLA reports
- SLA testing
Happyfox Help Desk is a web-based help desk software that provides SLA management features for enterprises. It allows you to create and monitor SLAs. The monitoring experience functions off of a four-part-system where you set an objective, a set of conditions, a goal percentage, and a work schedule.
For example, you can set an objective for the time taken to send the first response to users to be less than 30 minutes, and then set a condition to notify you if this parameter is breached.
The software also lets you configure time to first response, time to assign the ticket, time to contact response, time to staff response, and time to conclude. Monitoring all of these timeframes helps you to measure how efficient your service is across the board so you can make targeted improvements.
Create SLA reports to monitor SLA performance and assess the effectiveness of your response. Reports can show the number of tickets checked, tickets breached, alongside the target percentage and achieved percentage. These reports can be exported in CSV and Excel to share with other employees.
Happyfox Help Desk is recommended for users who want an SLA management solution with help desk capabilities designed to speed up resolution times. Pricing starts at $29 (£23.56) per agent per month. You can request a demo.
- SLA reports
- Rest API
- Email and live chat support
Freshworks Freshservice is a web-based IT service desk tool with SLA management. With Freshworks Freshservice you can set SLA targets through a dashboard. You can configure targets by priority, response time, and resolution time. Larger enterprises with multiple sites can set different service level targets according to location.
You can also set the operational hours so that employees only receive alerts if they’re in the office. The escalation email checkbox allows you to receive notifications when there is an issue. Alerts enable your team to respond to customer concerns efficiently and keep the time to resolution low.
If there is a violation, then Freshworks Freshservice can automatically issue notifications and escalate according to rules you have defined. For example, you can set tickets to automatically escalate if they haven’t been responded to or resolved in four hours.
Freshworks Freshservice is a reliable SLA management solution that’s ideal for global enterprises managing multiple teams. There is an app available for iOS and Android. Prices start at $19 (£15.44) per agent per month with support for unlimited end-users. You can start the free trial.
- Set SLA targets
- Ticket escalation
Choosing a SLA Management Monitoring Tool
SLAs are essential for making sure that providers deliver the exact service that customers have paid for. SLA management tools enable companies to make sure that they maintain the obligations listed in any agreements. Customers and providers alike can monitor services to make sure the conditions of the agreements are fulfilled.
Our editor’s choice for this article is Paessler PRTG Network Monitor for IP SLA and QoS monitoring and Happyfox Help Desk for general SLA management and help desk capabilities. Depending on your needs you can look at tools designed with network monitoring in mind or those that prioritize a ticketing system for managing performance concerns.