SLA for APIs: Monitoring Your API Service Level Agreement (SLA) 2018-05-09T16:02:05+00:00

Service Level Agreements and KPIs for APIs

Diagram of Service Level Agreement

The SLA Challenge

How do you mutually agree on SLAs? How do you decide if they are being met or not?

We’ll break this down for you:

  • Where do you measure from?
  • How do you measure up-time?
  • How do you understand consistency?

These are complex questions – but we do have an answer.

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Where do you measure from?

Calls made in Asia can easily take twice as long as the same call made in the USA. Even inside the USA, there can be as much as a 25% difference in speed from coast to coast.

Location affects performance a LOT more than people think. What a ping tool tells you about connection time might bear little or no relation to the experience of end users.

Salesforce API Latency Map by Location
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Uptime
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Latency (Total)
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Ping Time
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Outliers

How do you count up-time?

In our survey of performance across >1000 APIs, we found there was a persistent error rate of about 0.5%. But all services have downtime for maintenance, for example. So the more important metric was how consistent the service was over time.

How do you measure performance that falls outside normal performance expectations? We call them outliers. How do you factor them into your results?

Mutual Agreement

Before you set an SLA, it’s usually a good idea to know what SLA you actually achieve before you sign. So it’s important to confirm the following:

  • What is the basis of measuring the SLA?
  • Who is responsible for measurement?
  • How is adherence to the SLA to be reported?
  • What is the process for resolving SLA conflicts?
AI-driven API monitoring, real-time alerts and SLA analysis that takes the guesswork out of API performance

Mutual Agreement

Critical to measuring an API is being able to mutually agree where and what is being measured and to have an accurate basis on which to set an SLA. Before you agree an SLA with a client you need to be able to confirm the following:

  • What is the basis of measuring the SLA?
  • Who is responsible for measurement?
  • How is adherence to the SLA to be reported?
  • What is the process for resolving SLA conflicts?

Finally, before you set an SLA, it’s usually a good idea to know what SLA you actually achieve before you sight up for it.

AI-driven API monitoring, real-time alerts and SLA analysis that takes the guesswork out of API performance

Monitoring as a Service

With Cloud API Service Consistency scores (CASC) and a historical database of over a billion API calls run around the world. APImetrics goes beyond conventional passive monitoring to bring our clients, clear, easy to follow Service Level data and instantly understandable business intelligence.  With our managed set up process, we provide a way for non-technical teams to get monitoring.

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