2.1. Service level agreement
To make the subject of performance more objective and related to specific business needs, the Service Level Agreement or SLA was introduced.
The SLA is a agreement between Information Systems organizations and user departments that should describe:
Average transaction response time (Tr) for accessing:
- Network
- Input/output (I/O)
- CPU
The distribution of the response times, a measurement about how erratic they are
The throughput, also called external throughput rate (ETR), measured in ended transactions per second of elapsed time (not CPU time)
System availability, which is the percentage of time that the system is available to the end user
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