Purpose
Configure Service Level Agreements (SLAs) that pull live data from external systems, evaluate Key Performance Indicators against defined targets, and produce Red/Amber/Green (RAG) health indicators on contracts. This flow connects the data pipeline — from Connector to KPI to SLA to contract — that drives proactive contract health monitoring.
Benefits
- Provides at-a-glance contract health via colour-coded RAG indicators — Red (breach), Amber (at risk), Green (on target).
- Automates performance monitoring — no manual data collection or spreadsheet tracking needed.
- Pulls live data from external databases and APIs via Data Connectors on a configurable schedule.
- Supports flexible KPI definitions — numeric thresholds, percentage targets, count-based metrics, and custom formulas.
- Aggregates SLA health into the Service Manager view for portfolio-level oversight across all contracts.
- Triggers automated notifications when SLA thresholds are breached or approaching breach.
What You Need
- A configured Data Connector (database or API) that provides the raw metric data.
- KPI definitions — which field from the connector to monitor, target values, and RAG thresholds.
- SLA configuration — name, schedule (how often to evaluate), linked KPIs, and assigned contract.
- At least one active contract to attach the SLA to.
- Optional: Notification templates for SLA breach alerts.
Outcome
Contracts display live RAG indicators (Red/Amber/Green) based on real-time data from external systems. Each SLA periodically pulls data via its connector, evaluates KPIs against targets, and updates the contract's health status. RAG colours appear on the contract listing, detail view, and Service Manager. Breaches trigger notifications. Over time, SLA history builds a performance track record for each contract.
RAG Monitoring Pipeline
Prerequisites
- Platform setup completed
- At least one Data Connector or Email Connector configured
- At least one active contract to assign the SLA to
Setup Steps
1
Set up a Data Connector (database query or API endpoint) or Email Connector (mailbox monitoring) that provides the raw data for your KPI. The connector defines where the system fetches performance data from — this is the data source for all downstream calculations.
Business Value:The Data Connector is the pipeline that delivers live data from external systems into the platform. Without it, KPIs have no data source and SLAs cannot evaluate performance. This is the foundation of the entire RAG monitoring chain.
Depends On:Platform Setup — Connectors module must be accessible. External system credentials (database host, API endpoint) are required.
Enables:KPI (Step 2) — the KPI will reference a specific field from this connector as its data source.
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2
Create a KPI (Key Performance Indicator) that references your connector. Define the KPI name, data source mapping, unit of measure, and any transformation logic. The KPI converts raw connector data into a meaningful metric (e.g., "Average Response Time", "Ticket Count").
Business Value:The KPI translates raw connector data into a meaningful, measurable metric with a name, unit, and target. It defines what is being measured (e.g., "Average Response Time in hours") and how the raw data maps to that measurement.
Depends On:Connector (Step 1) — the KPI maps to a specific field/column from the connector's data output.
Enables:SLA (Step 3) — the SLA references this KPI and applies RAG thresholds to its value.
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3
Create an SLA record. Select the KPI, define the compute method (Sum, Average, Count, Min, Max), and set RAG thresholds — the target value and the Red/Amber/Green boundaries. For example: Green if response time is under 4 hours, Amber if 4-8 hours, Red if over 8 hours.
Business Value:The SLA defines the performance rules — what computation method to apply (Sum, Average, Count), what the target is, and where the Red/Amber/Green boundaries fall. This is where business expectations are formalised into measurable thresholds.
Depends On:KPI (Step 2) — the SLA selects one or more KPIs to evaluate. The compute method and thresholds are applied to the KPI values.
Enables:Schedule (Step 4) — the SLA needs a schedule to know how often to evaluate. Contract assignment (Step 5) — the SLA must be linked to a contract.
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4
Set the SLA computation schedule — how often the system evaluates the KPI against targets. Options include daily, weekly, monthly, or custom CRON expressions. The schedule determines how frequently the RAG indicator updates.
Business Value:The schedule determines how frequently the platform pulls data, evaluates KPIs, and updates RAG indicators. A daily schedule catches issues quickly; a monthly schedule is suitable for summary-level metrics. Choosing the right frequency balances responsiveness against data volume.
Depends On:SLA (Step 3) — the schedule is configured on the SLA record.
Enables:Automated execution — the platform runs the SLA evaluation at each scheduled interval, pulling fresh connector data, computing KPI values, and updating RAG status.
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5
Open the target contract and navigate to the RAG block. Assign one or more SLAs. Each assigned SLA appears as a RAG indicator on the contract. Multiple SLAs can track different performance dimensions of the same contract.
Business Value:Linking the SLA to a contract activates RAG monitoring for that contract. Until this step, the SLA exists but is not associated with any contract. Assignment makes the RAG indicator appear on the contract listing and detail view.
Depends On:SLA (Step 3) — the configured SLA with KPIs and schedule. Contract — an active contract record to assign it to.
Enables:Contract listing RAG indicators (Step 6). Service Manager aggregation (Step 7). Dashboard and notifications.
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6
The Contract Listing now shows RAG indicators for each contract with assigned SLAs. Green means the SLA target is met, Amber indicates a warning threshold, and Red signals a breach. Click into any contract to see detailed SLA history and trends.
Business Value:The contract listing now displays live RAG indicators — providing at-a-glance visibility into which contracts are healthy (Green), at risk (Amber), or in breach (Red). This is the primary operational benefit of the entire SLA setup chain.
Depends On:SLA evaluation — the scheduled computation updates the RAG colour based on latest data from the connector → KPI → SLA chain.
Enables:Service Manager (Step 7) — RAG data aggregates upward. Notifications — breaches trigger email alerts. Dashboard — RAG distribution is summarised.
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7
If contracts are grouped into services via Service Manager, the individual RAG indicators aggregate into a service-level health view. This gives management a single dashboard showing the health of entire service portfolios, not just individual contracts.
Business Value:Service Manager aggregates RAG data from multiple contracts into a single service-level view. This gives management portfolio-level visibility without reviewing each contract individually — essential for organisations managing dozens or hundreds of contracts.
Depends On:Contract RAG status (Step 6) — each contract's SLA-driven RAG feeds into its parent service grouping.
Enables:Dashboard and Data Visualisation — service-level metrics appear in portfolio views. Reports — service performance is available for management reporting.
Result
Contracts display live RAG health indicators driven by SLA rules. Performance data flows automatically from external systems through connectors and KPIs into SLA evaluations. Breaches trigger notifications, and service-level aggregation provides portfolio health visibility.