Table of Contents

Overview
Setting Up a New Folder
Setting Up a New SLC
Setting Up a New SLA

Defining SLA Type
Round-Trip Response
Selecting Devices---Round-Trip Response
Defining Thresholds
Network Services

HTTP---Advanced
Selecting Devices---HTTP
Selecting Devices---DNS

Defining Thresholds---Network Services
Voice over IP
Selecting Devices---VoIP
Defining Thresholds

Viewing Service Contracts
Viewing SLC Contract Summary
Viewing Collection Status

Setting Up Service Level Contracts and Service Level Agreements

The SLM administrative framework is designed to help you create and manage SLCs and SLAs using a wizard GUI design. This chapter contains:

• Overview

• Setting Up a New Folder

• Setting Up a New SLC

• Setting Up a New SLA

• Viewing Service Contracts

• Viewing SLC Contract Summary

• Viewing Collection Status

Note This chapter includes information on setting up new folders, SLCs and SLAs. To modify or delete existing folders, SLCs, and SLAs see the chapter "Modifying Service Level Contracts and Service Level Agreements".

Overview

Now that SLM is installed and at least one ME 1100 Series is configured, you are ready to configure the SLM application for use. You launch SLM from the CiscoWorks2000 Server desktop, as shown in Figure 3-1.

Note If you have not yet configured at least one ME 1100 Series, see the chapter "Setting Up the Management Engine 1100 Series".

From the desktop, you select the Service Level Management drawer. The activated drawer displays a green LED and the top-level folders are listed, as shown in Figure 3-2.

Top-level folders are:

The Cisco Service Level Manager window opens, as shown in Figure 3-3. This is the SLM administrative window from which all SLC administrative functions are initialized.

Note You are prompted to install the Client Application Manager (CAM) when you click a SLM file in the navigation tree. CAM can speed up the time needed to download applications after the first invocation. Restart your browser when CAM installation is complete.

• Left (also known as SLM navigation tree)---Displays all folders that have been created. If no folders are created, all SLCs reside in the Default folder. The Default folder cannot be removed.

• Top right (also known as SLC name frame)---Displays all SLCs that reside in a selected folder in the left frame.

• Bottom (also known as SLC summary frame)---Displays SLC summary information for a selected SLC in the top right frame.

Table 3-1 defines Cisco Service Level Manager window elements.

Table 3-1: Cisco Service Level Manager Window Fields and Descriptions

Element	Description
Folder frame	Displays defined folders. Each folder can contain one or more SLC. Creates new folder from File menu. Folders are a simple way to organize SLCs. Selected folder name is displayed in bottom message bar.
SLC name frame	Displays defined service level contracts by the user-defined names. Single-clicking SLC name displays SLC summary information for that SLC in bottom frame. Double-clicking an SLC name takes you to Define SLC window. SLC names must be unique across all folders.
Last modified	Displays last date and time SLC was modified.
Comments	Displays user comments that easily identify SLC. Maximum length is 256 characters.
Enabled	Shows if SLC is being monitored.
SLC summary frame	Displays general information for selected SLC. Facilitate SLC selection.

Table 3-2 defines the quick-access toolbar buttons.

Table 3-2: Quick-Access Toolbar Buttons and Descriptions

Menu Option	Toolbar Button	Description
File>New Folder		Opens New Folder window.
File>New SLC		Opens Define SLC Window. New SLC is created in selected folder.
File>Print Summary		Prints SLC contract summary for selected SLC.
File>Import SLC		Opens File/List Preview window. Prompts you for SLC XML format file on server and imports information into the currently selected folder. You have option to move SLC. Must verify SLC contents (for example, all devices are managed). You are prompted if any errors result and import is canceled. Importing an SLC with same name as existing SLC is disallowed.
File>Preview XML	None	Opens window containing export SLC information in XML format.
File>Export SLC		Opens Export SLC window. Exports selected SLC and all respective SLAs to file on server filesystem in XML format. You are prompted for target filename.
File>Close	None	Closes current window and all children windows.
Edit>Rename Folder	None	Opens dialog box prompting for new folder name.
Edit>Delete Folder		Opens dialog box to verify delete request. Deletes selected folder. Folder must be empty prior to completion.
Edit>Enable SLC	None	Sets SLC to enable monitoring.
Edit>Disable SLC	None	Sets SLC to disable monitoring.
Edit>Edit SLC		Opens Define SLC Window. You can also edit SLC by double-clicking on SLC name.
Edit>Delete SLC		Opens dialog box to verify delete request. Deletes selected SLC and all respective SLAs. You are prompted for confirmation prior to completion.
Edit>Move SLC		Opens Move SLC from folder <Folder> to <Folder> window. You are prompted for new folder name. Clicking OK in the dialog box moves SLC and SLAs to new folder. Clicking Cancel ignores move request.
View>Contract Summary	None	Opens window containing contract summary information with optional print capability.
View>SLC Status	None	Opens browser window to view SLC status summary information.
View>Reports	None	Opens browser window to SLC Summary Report JSP.
View>Refresh All		Refreshes selected folder display.
Help>Contents		Opens link to SMS Overview.
Help>Index		Displays help index.
Help>Define Service Contracts	None	Display help to define SLCs---Opens link to define SLC procedure.
Help>About	None	Displays Service Level Manager version information.

There are three basic steps when preparing to set up a new SLC, as shown in Table 3-3.

Note Before setting up SLCs and SLAs, you must have at least one ME 1100 Series installed and configured on your network, and fulfill the requirements using the SLM administrative GUI framework. See the chapter "Setting Up the Management Engine 1100 Series".

Table 3-3: Preparing to Set Up a New SLC

Step	Action	Reference
1.	Set up a new folder1 (optional).	"Setting Up a New Folder"
2.	Set up a new SLC.	"Setting Up a New SLC"
3.	Set up SLAs.	"Setting Up a New SLA"

1If no new folder is set up, SLM sets up your SLCs in the Default folder.

Setting Up a New Folder

This section contains information on setting up a new folder. If you need to modify a folder, see the chapter "Modifying Service Level Contracts and Service Level Agreements".

When setting up a new folder, consider the following naming conventions:

• If you have more than one service provider, use a naming convention based on each service provider.

• Use department names.

• Use third-party names.

• Use partner names.

Procedure

The New Folder dialog box opens, as shown in Figure 3-4.

Step 2 Enter the new folder name in the field, as shown in Figure 3-5, then click OK. Choose a unique name that easily identifies the folder. Maximum length is 20 characters.

Note Special characters such as "%," "&," "<," and ">," cannot be used in a folder name.

The new folder is displayed in the left window frame, as shown in Figure 3-6.

Setting Up a New SLC

This section contains information on setting up a new SLC. If you need to modify an SLC, see the chapter "Modifying Service Level Contracts and Service Level Agreements".

Before You Begin

• Set up a folder where you want the SLC to reside.

• Make sure you have at least one ME 1100 Series installed and configured on your network. Refer to Installing and Configuring the Management Engine 1100 Series.

• Make sure you have downloaded the latest software to the ME 1100 Series. Refer to the chapter "Setting Up the Management Engine 1100 Series".

• Make sure you have added network devices supporting the Service Assurance Agent (SA Agent) version 2.1.0 or later to inventory. From the CiscoWorks2000 Server desktop, select Resource Manager Essentials>Administration>Inventory>Add Device.

When setting up a new SLC, consider the following naming conventions:

• Use a source location and a target location.

• Use names based on SA Agent operations.

• Use department names.

Procedure

The Define SLC Window opens, as shown in Figure 3-7.

Table 3-4 defines Define SLC window elements.

Table 3-4: Define Service Level Contracts (SLC) Window Elements and Descriptions

Element	Description
Name	Editable text box containing user-defined SLC name. Name must be unique for easy identification. Maximum length is 40 characters.
Comments	Descriptive text to help identify SLC. Comments are used throughout the SLC reports. Maximum length is 256 characters.Special characters such as "%", "&", "<", and ">" cannot be used.
Enabled	Check box that controls SLC data polling after SLC is defined. When disabled, polling for all constituent SLAs stops. Default is enabled.
SLC Applies	Daily time range indicating time during which SLC thresholds apply. Default is all day 7 days per week.
From and To list boxes	Allows you to select time ranges during which thresholds apply or don't apply. Smallest granularity is 1 hour. Time range must begin on the hour. Default is 24 hours.
New	Displays drop-down list box of SLA types. You select SLA type here. Takes you to SLA creation windows for selected SLA type. If no devices in inventory to support chosen SLA type, error message is displayed.
Edit	Takes you to Define SLA window to begin editing process on selected SLA.
Delete	Deletes selected SLA. You are prompted for confirmation before completion.
SLA Name	User-defined name of previously defined SLA. Double-clicking on name brings up SLA editor. Maximum length is 40 characters.
Type	SLA type being monitored.
Comments	Comments added when defining SLA.
Apply button1	Applies changes to SLC and all respective SLAs by sending changes to server. Updates made to database, then propagated to ME 1100 Series and source device(s). Window remains open to allow you to continue with edits.
OK button	Indicates you have completed changes to SLC and all respective SLAs. Updates made to database and data collector. Window closes and you are returned to Cisco Service Level Manager window.
Cancel button	Discards all changes that have not been applied. If SLAs are modified, you are prompted that changes will be lost.
Help button	Displays online help for this window.

1Data is actually collected 24 hours a day, 7 days a week; however, apply time = threshold violations during monitored time specified.

Step 2 Enter a name for the SLC being defined. Choose a unique name that easily identifies the SLC across all folders.

Step 3 Complete the optional Comments field. Include comments that help describe the SLC. These comments are used throughout the SLC reports.

Step 4 Select each day of the week that you want monitored. Select the start time and end time using the drop-down list boxes for each day selected. Default is all day, 7 days a week.

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Tips You can click on the day to toggle between monitoring all day or none.

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Step 5 Click New.

The SLA type drop-down list box appears, as shown in Figure 3-8.

SLM is designed to monitor three SLA types, as shown in Table 3-5.

Table 3-5: SLA Types

SLA Type	SA Agent Operation	Reference
Round-trip response	ICMP echo, UDP echo	"Round-Trip Response" section.
Network services	HTTP, DNS	"Network Services" section.
Voice over IP	Jitter	"Voice over IP" section.

Setting Up a New SLA

This section contains information on setting up a new SLA. If you need to modify an SLA, see the chapter "Modifying Service Level Contracts and Service Level Agreements".

There are three basic steps when setting up an SLA, as shown in Table 3-6.

Table 3-6: Setting Up New SLA

Step	Action	Reference
1.	Define SLA type.	"Defining SLA Type" section.
2.	Select source device and target device.	"Selecting DevicesRound-Trip Response" section.
3.	Define thresholds.	"Defining Thresholds".

These three steps are identified by the SLA Wizard (Figure 3-9), which is built into each window. The wizard acts as a roadmap to help you define the SLA. As you progress, the wizard notes which step you are completing.

Table 3-7 defines SLA Wizard window elements.

Table 3-7: Define SLA - Round-Trip Response Window Elements and Descriptions

Element	Description
SLA Wizard	Displays SLA wizard steps used to create an SLA. Steps are: 1. Define SLA Name. 2. Select Device Pair(s). 3. Define Thresholds. As you progress through wizard steps, check box(es) update accordingly.
Legend	Defines symbols used for valid data, invalid data, and no data.

Defining SLA Type

SLM is designed to monitor three SLA types:

• Round-Trip Response

• Network Services

• Voice over IP

When setting up a new SLA, consider the following naming conventions:

• Use device names and including the SA Agent operation.

• Use full paths when defining SLAs. For example, if you have a finance department at the regional office in Florida, and a main office with a DNS server in California, define SLA source and target device pairs as:

  • Florida gateway router (source) and the finance department server (destination) in the regional office

  • Florida gateway router (source) and the California gateway router (destination)

  • California gateway router (source) and the California DNS server (destination)

Round-Trip Response

Round-trip response monitoring measures round-trip delay between two hosts, which is the total time required for a single packet or datagram to be sent from one machine, received by another machine, then returned to the original machine.

Round-trip response operation types are ICMP echo or UDP echo.

Note If you are monitoring UDP echo, you need to enable the SA Agent responder on all target devices. Telnet to the router and enter service udp-small-servers at the command prompt.

Procedure

The Define SLA - Round-Trip Response Window opens, as shown in Figure 3-11.

Table 3-8 defines Define SLA - Round-Trip Response window elements.

Table 3-8: Define SLA - Round-Trip Response Window Elements and Descriptions

Element	Description
Title bar	Displays Define SLA and operation type. Maximum length is 80 characters.
SLA Wizard	Displays SLA wizard steps used to create an SLA.
SLA Name	Descriptive text that uniquely identifies the SLA within the SLC. Maximum length is 50 characters. Special characters such as "%," "&," "<," and ">," cannot be used.
Comments	Descriptive text to help identify SLA. Maximum length is 256 characters.
Polling	Window area for defining data collection metrics.
Sampling Interval1	Predefined set of polling intervals for round-trip response. Options are 1, 5, 10, 15, and 30 minute intervals. Intervals defined to provide a minimum of 2 samples per hour. Default is 5 minutes.
Round-Trip Response	Type of SA Agent operation. Options are ICMP echo and UDP echo. Default is ICMP echo.
Payload Size	Size of data portion of packet to send. For ICMP echo2, default is 28 bytes; for UDP echo3, default is 16 bytes.
Type of Service (Differentiated services code point)	Numeric value from 0-63 that determines traffic priority. Default is 0. Disabled when you select DNS.
Port	Enabled when user selects UDP echo operation type. Default port is hardcoded as 7.
Legend	Defines symbols used for valid data, invalid data, and no data.
Back button	Disabled for this screen. First screen in definition process.
Next button	Validates information and takes you to next window.
Cancel button	Discards all changes and takes you back to Define SLC window.
Help button	Displays online help for this window.

1Intervals set from source device to target device. 2ICMP echo total packet size is calculated as IP header (20 bytes) + ICMP header (8 bytes) + 8 (internal timestamps) + payload size. 3UDP echo total packet size is calculated as IP header (20 bytes) + UDP header (8 bytes) + payload size.

Step 2 Enter the SLA Name in the field provided. Choose a name that easily identifies the SLA.

Step 3 Complete the optional Comments field to help describe the SLA. Comments are used throughout the SLC reports.

Step 4 Select the polling sampling interval.

Step 5 Select the operation type:

• ICMP Echo---Pings the target device
  
• UDP Echo---Exchanges datagrams
  

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Note If you are monitoring UDP echo, you need to enable the SA Agent responder on all target devices. Telnet to the router and enter service udp-small-servers at the command prompt.

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Step 6 Enter the information in the required fields. (See Table 3-8.)

Step 7 Click Next to continue.

The Select Devices window opens, as shown in Figure 3-12.

You are now ready to select device pairs.

Selecting Devices---Round-Trip Response

Table 3-9 defines Select Devices window elements.

Table 3-9: Select Devices Window Elements and Descriptions

Element	Description
Title bar	Displays Select Devices.
SLA Wizard	Displays wizard to show you have completed Step 1 and now defining Step 2.
Select Source Devices	Lists source devices from which you select one or more devices. Devices are listed according to the requirements of each operation type. List is sorted alphabetically.
View drop-down list box (for source device)	Displays Cisco device views found in inventory. Selecting a menu item displays list of devices that belong to that view in source device column.
Select Target Devices	Allows you to add a device not managed by inventory.
Device field	Enables you to enter a target device not in inventory.
View Drop-Down List Box (for target device)	Displays device views found in inventory. Selecting a menu item displays list of devices that belong to that view in target device column.
Target Device column selection	Lists devices derived from inventory. You can select one or more entries. For UDP echo, must enable udp services on target device.1 For VoIP, must enable rtr responder on target device.1
Add button	Matches source-to-target device pairs. Resulting pairs displayed in device pair table in bottom window frame. If target device is one you added in target device field, device name/IP address is validated when you click Add.
Device pair table	Displays all device pairs you selected.
Legend	Defines symbols used for valid data, invalid data, and no data.
Delete button	Allows you to select one or more device pairs from device pair table and delete them.
Back button	Takes you back to Define SLC window.
Next button	Validates the information and takes you to Step 3.
Cancel button	Displays warning that all changes to SLA will be lost. If you click OK, all SLA changes are discarded. Takes you back to Define SLC window.
Help button	Opens online help for this window.

1For SA Agent operation commands, see the appendix "Best Practices and Sample Configurations".

Procedure

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Step 1 Select the SLA source device(s) from the left column and target device(s) from the right column.

The devices listed in the source device(s) column have the required Cisco IOS software running that supports SA Agent version 2.1.0 or later.

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Note If the metrics being monitored does not require Cisco IOS on the target device, you can enter the device name in the Device field.

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If your target device is not listed in the inventory database, you can enter the device name in the Device field. You must make certain, however, that the device is registered with DNS if you use a hostname.

For example, if you are monitoring connectivity to a switch, you can enter the switch information in the Device field (for example, Cat6000.cisco.com).

Step 2 Click Add.

The SLA device pair is now listed in the device pair table.

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TimeSaver If you are defining an SLA with multiple device pairs and each device pair is measuring the same operation type, you can highlight several source devices and target devices at one time, then click Add. The newly defined device pairs are automatically associated so that the first highlighted source device is paired with each highlighted target device. The second highlighted source device is paired with each highlighted target device, and so on.

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Note The source device must always be different from the target device, or the device pair will not be accepted.

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Step 3 Click Next to continue.

The Define Thresholds - Round-Trip Response and Network Services window opens, as shown in Figure 3-13.

You are now ready to define thresholds.

Defining Thresholds

Table 3-10 defines Define Thresholds - Round-Trip Response & Network Services window elements.

Table 3-10: Define Thresholds - Round-Trip Response & Network Services Window Elements and Descriptions

Element	Description
Title bar	Displays Define Thresholds - Round-Trip Response and Network Services.
SLA Wizard	Displays wizard to show you have completed Step 1 and Step 2 and now defining Step 3.
Round-Trip Latency Daily Threshold	User-defined threshold that, when exceeded, is reported as exception in daily report. Hourly average latency shall not exceed this threshold.
Round-Trip Latency Monthly Threshold	User-defined threshold that, when exceeded, is reported as averaged monthly exception. Daily average latency shall not exceed this threshold.
Availability Daily Threshold	User-defined threshold reported as daily exception. For example, daily threshold can be set as 90%.
Availability Monthly Threshold	User-defined threshold reported as averaged monthly exception. For example, monthly threshold can be set as 99%.
Legend	Defines symbols used for valid data, invalid data, and no data.
Back button	Takes you back to Select Devices window.
Finish button	Validates information for this SLA and returns you to Define SLC window. Note Clicking Finish does not save changes. Click Apply or OK in the Define SLC window to save changes to database.
Cancel button	Warns that all changes to SLA will be lost. If you click OK, all SLA changes discarded. Takes you back to Define SLC window.
Help button	Opens online help for this window.

The Define Thresholds window closes and you are returned to the Define SLC window, with the new SLA information displayed, as shown in Figure 3-14.

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Note You must now commit your SLC information to the database, or your information will not be saved.

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Step 4 Do one of the following:

Click Apply to apply and save all SLC changes, then continue to add or modify SLA information

or

Click OK to apply and save all SLC setup information and close the window. You are returned to the Cisco Service Level Manager window, as shown in Figure 3-15. The window displays the completed SLC/SLA information.

Network Services

Network Services monitoring requires the source device to support SA Agent version 2.1.0 or later. The service types supported are Hypertext Transport Protocol (HTTP) and Domain Name System (DNS).

Before You Begin

• If you are monitoring HTTP, consider the following:

  • If your network is using proxy servers, specify a proxy server for external URLs (optional).

  • Use a browser to verify the URL (optional).

  • Specify a name server used by the source device to resolve web server hostnames.

• If you are monitoring DNS, consider the following:

  • Specify a hostname or an IP address to be resolved (optional). Default is SLM server IP address.

  • Verify DNS is operative using the nslookup <ip address> <DNS server> command.

The Define SLA - Network Services window opens, as shown in Figure 3-17.

Table 3-11 defines the Define SLA - Network Services window elements.

Table 3-11: Define SLA - Network Services Window Fields and Descriptions

Element	Description
Title bar	Displays Define SLA - Network Services.
SLA Wizard	Displays steps used to create an SLA.
SLA Name	Descriptive text that uniquely identifies SLA within SLC.
Comments	Description specific to SLA. Displayed in preview frame of Define SLC window. Maximum length is 256 characters.
Sampling Interval	Predefined set of polling intervals for Network Services. Options are 1, 5, 10, 15, and 30 minutes. Intervals are defined to allow a minimum of 2 samples per hour. Default is 5 minutes.
Network Service	Available SA Agent operations used to measure network services. Options are HTTP and DNS.
Advanced button	Opens the Network Services - Advanced HTTP Setup window. Not applicable for DNS.
Type of Service (Differentiated services code point)	Numeric value from 0-63 that determines traffic priority. Default is 0. Disabled when you select DNS.
Legend	Defines symbols used for valid data, invalid data, and no data.
Back button	Disabled for this screen.
Next button	Validates information and takes you to Select Devices window.
Cancel button	Discards all changes and takes you back to Define Service Level Contract window.
Help button	Displays online help for this window.

Step 6 Enter the information in the required fields. (See Table 3-11.)

Step 7 Do one of the following:

• If you selected HTTP as the operation type, you can click Advanced.
  

The Network Services - Advanced HTTP Setup dialog box displays, as shown in Figure 3-18.

• If you selected DNS as the operation type, click Next.
  

The Select Devices window opens, as shown in Figure 3-21.

You are now ready to select device pairs. Proceed to the section "Selecting DevicesDNS".

HTTP---Advanced

The Network Services - Advanced HTTP Setup dialog box provides advanced settings for monitoring HTTP. Completion of the dialog box is optional.

Table 3-12 defines Network Services - Advanced HTTP Setup dialog box elements.

Table 3-12: Select Devices Window Fields and Descriptions

Element	Description
Port Number	Port number for destination web server. Default is 80.
Cache Enabled	Check box enabling cache.
Proxy Server	IP address or hostname and port number of proxy server (for example, http proxy.cisco.com:4000).
Name Server	Alternate server for DNS resolution (optional field).
OK button	Allows you to select one or more device pairs from device table and delete them.
Cancel button	Warns that all changes to SLA will be lost. If you click OK, all SLA changes discarded. Takes you back to Define SLC Window.
Help button	Opens online help for this window.

The Select Devices window opens, as shown in Figure 3-19.

Selecting Devices---HTTP

Table 3-13 defines the Define SLA - Network Services window elements.

Table 3-13: Select Devices Window Fields and Descriptions

Element	Description
Title bar	Displays Select Services.
SLA Wizard	Displays steps used to create an SLA.
Select Source Devices	Lists source devices from which you select one or more devices. List is sorted alphabetically.
HTTP Server URL	IP address or hostname of HTTP server. (Omit http:// from URL.)
View drop-down list box	Displays device views (groups) found in inventory. Selecting a view displays list of devices belonging to that view in source device column.
Add button	Matches selected source devices to the URL. Resulting pairs are shown in device pair table in bottom frame. The target URL is validated when you click Add.
Device pair table	Displays all device pairs you selected.
Legend	Defines symbols used for valid data, invalid data, and no data.
Delete button	Allows you to select one or more device pairs from device table and delete them.
Back button	Takes you back to Define SLA window.
Next button	Validates information and takes you to Select Devices window.
Cancel button	Discards all changes and takes you back to Define SLC window.
Help button	Displays online help for this window.

The SLA device pair is listed in the device pair table located in the bottom frame of the Select Devices window, as shown in Figure 3-20.

You are now ready to define thresholds. Proceed to the section "Defining ThresholdsNetwork Services".

Selecting Devices---DNS

Table 3-14 defines Select Devices window elements.

Table 3-14: Select Devices Window Element and Descriptions

Element	Description
Title bar	Displays Select Devices.
SLA Wizard	Displays wizard to show you have completed Step 1 and are now defining Step 2.
Select Source Devices	Lists source devices from which you select one or more devices. List is sorted alphabetically.
View drop-down list box (for source device)	Displays Cisco device views found in inventory. Selecting a menu item displays list of devices that belong to that view in source device column.
DNS Server	IP address or hostname of DNS server.
Address or Hostname to Look Up	IP address or hostname to be resolved. (Omit http:// from URL.)
Add button	Matches selected source devices to the DNS server. Resulting pairs are shown in device pair table in bottom frame. The target URL is validated when you click Add.
Device pair table	Displays all device pairs you selected.
Legend	Defines symbols used for valid data, invalid data, and no data.
Delete button	Allows you to select one or more device pairs from device table and delete them.
Back button	Takes you back to Define SLA window.
Next button	Validates information and takes you to Step 3.
Cancel button	Warns that all changes to SLA will be lost. If you click OK, all SLA changes discarded. Takes you back to Define SLC Window.
Help button	Opens online help for this window.

The SLA device pair is listed in the device pair table located in the bottom frame of the Select Devices window, as shown in Figure 3-22.

Defining Thresholds---Network Services

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Note Availability is not available for HTTP.

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Procedure

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Step 1 Set Round-Trip Latency daily and monthly thresholds using the fields provided.

Step 2 Set Availability daily and monthly thresholds using the fields provided (DNS only).

Step 3 Click Finish.

The Define Thresholds window closes and you are returned to the Define SLC window, with the new SLC information displayed, as shown in Figure 3-24.

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Note You must now commit your SLC information to the database, or your information will not be saved.

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Step 4 Do one of the following:

Click Apply, to apply and save all SLC setup information, then continue to add or modify SLA information

or

Click OK to apply and save all SLC setup information and close the window.

Your SLA(s) and SLC are now saved to the database, and your setup is complete. You are returned to the Cisco Service Level Manager window, as shown in Figure 3-25.

Voice over IP

Before You Begin

When monitoring jitter, consider the following:

• The source device and target device must be a Cisco router running SA Agent version 2.1.0 or later.

• You must enable the rtr responder on the target device.

The Define SLA - Voice over IP window open, as shown in Figure 3-27.

Table 3-15 defines Define SLA - Voice over IP window elements.

Table 3-15: Define SLA - Voice Over IP Window Elements and Descriptions

Element	Description
Title bar	Displays Define SLA - Voice over IP.
SLA Wizard	Displays steps used to create an SLA.
SLA Name	Descriptive text that uniquely identifies SLA within SLC.
Comments	Description specific to SLA. Displayed in preview frame of Define SLC window. Maximum length is 256 characters.
Source Port1	Port number on source device (router) from which operation is sent. Port options are Auto Select and 8020-8050. Default is Auto Select.
Target Port	Port number on target device (router) to which operation is sent. Port options are 9020-9030. Default is 9020.
Sampling Interval	Predefined set of polling intervals for VoIP. Options are 1, 5, 10, 15, and 30 minute intervals. Intervals defined to provide a minimum of 1 sample per hour. Default is 1 minute.
Packets Per Sample	Number of packets to send each interval. Default is 10.
Probe Payload2 Size	Size of data portion of each packet in bytes. For jitter, default is 32 bytes. Values are 16-1499.
Inter-Packet Delay	Time interval (in milliseconds) between test packets. Values are 1-60,000. Default is 20. Note Packets Per Sample multiplied by Inter-Packet Delay must not exceed specified sampling interval.
Type of Service (Differentiated services code point)	Numeric value from 0-63 that determines traffic priority. Default is 0. Disabled when you select DNS.
Legend	Defines symbols used for valid data, invalid data, and no data.
Back button	Disabled for this screen. First screen in definition process.
Next button	Validates information and takes you to next window.
Cancel button	Cancels dialog without saving value.
Help button	Displays online help for this window.

1It is recommended that you use the default source port. 2Jitter total packet size is calculated as IP header (20 bytes) + UDP header (8 bytes) + payload size.

Step 2 Enter the SLA name in the field provided. Choose a name that easily identifies the SLA.

Step 3 Complete the optional Comments field. Include comments that help to describe the SLA. Comments are used throughout the SLC reports.

Step 4 Select source port and target port.

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Note It is recommended that you use the default source port when setting up VoIP operations.

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Step 5 Enter the information in the required fields. (See Table 3-15).

Step 6 Click Next.

The Select Devices window opens, as shown in Figure 3-28.

You are now ready to select device pairs.

Selecting Devices---VoIP

Table 3-16 defines Select Devices window elements.

Table 3-16: Select Devices Window Elements and Descriptions

Element	Description
Title bar	Displays Select Devices.
SLA Wizard	Displays wizard to show you have completed Step 1 and are now defining Step 2.
Select Source Devices	Lists source devices from which you select one or more devices. List is sorted alphabetically.
View drop-down list box (for source device)	Displays Cisco device views found in inventory. Selecting a menu item displays list of devices that belong to that view in source device column.
Select Target Devices	Lists devices derived from inventory. You can select one or more entries. For VoIP operations, target device must be router supporting SA Agent 2.1.0 or later.1
View Drop-Down List Box (for target device)	Displays Cisco device views found in inventory. Selecting a menu item displays list of devices that belong to that view in target device column.
Add button	Matches source-to-target device pairs. Resulting pairs are displayed in device pair table in bottom frame.
Device pair table	Displays all device pairs you selected.
Legend	Defines symbols used for valid data, invalid data, and no data.
Delete button	Allows you to select one or more device pairs from device pair table and delete them.
Back button	Takes you back to Define SLA window.
Next button	Validates information and takes you to Step 3.
Cancel button	Warns that all changes to SLA will be lost. If you click OK, all SLA changes discarded. Takes you back to Define SLC window.
Help button	Opens online help for this window.

1You do not need to know which Cisco IOS version is loaded on hardware devices; the SLM application automates the information for you.

Procedure

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Step 1 Select the SLA source device(s) from the left column and select target device(s) from the right column.

The devices listed in the source and target windows lists only the devices that have the required Cisco IOS software running that supports the metrics being monitored.

When you monitor jitter, both the source device and target device must be a Cisco device that supports the SA Agent version 2.1.0 or later. In other words, only Cisco devices running Cisco IOS version 12.0(5)T or later or 12.0(8)S or later can measure the jitter operation.

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Note The target device must have rtr responder enabled.

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Step 2 Click Add.

The SLA device pair is now listed in the bottom frame of the Select Devices window, as shown in Figure 3-29.

Table 3-14 defines Select Devices window elements.

Table 3-17: Select Devices Window Element and Descriptions

Element	Description
Title bar	Displays Select Devices.
SLA Wizard	Displays wizard to show you have completed Step 1 and now defining Step 2.
Select Source Devices	Lists source devices from which you select one or more devices. List is sorted alphabetically.
View drop-down list box (for source device)	Displays Cisco device views found in inventory. Selecting a menu item displays list of devices that belong to that view in target device column.
Select Target Devices	Lists source devices from which you select one or more devices. List is sorted alphabetically.
View drop-down list box (for target device)	Displays Cisco device views found in inventory. Selecting a menu item displays list of devices that belong to that view in target device column.
Add button	Matches selected source devices to the DNS server. Resulting pairs are shown in device pair table in bottom frame. The target URL is validated when you click Add.
Device pair table	Displays all device pairs you selected.
Legend	Defines symbols used for valid data, invalid data, and no data.
Delete button	Allows you to select one or more device pairs from device table and delete them.
Back button	Takes you back to Define SLA window.
Next button	Validates information and takes you to Step 3.
Cancel button	Warns that all changes to SLA will be lost. If you click OK, all SLA changes discarded. Takes you back to Define SLC Window.
Help button	Opens online help for this window.

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TimeSaver If you are defining an SLA with multiple device pairs and each device pair is measuring the same operation type, you can highlight several source devices and target devices at one time, then click Add. The newly defined device pairs are automatically associated so that the first highlighted source device is paired with each highlighted target device. The second highlighted source device is paired with each highlighted target device, and so on.

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Note The source device must always be different from the target device, or the device pair will not be accepted.

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Step 3 Click Next.

The Define Thresholds - Voice over IP window opens, as shown in Figure 3-30.

You are now ready to define thresholds.

Defining Thresholds

Table 3-18 defines Define Thresholds - Voice over IP window elements.

Table 3-18: Define Thresholds - Voice over IP Window Element and Descriptions

Element	Description
Title bar	Displays Define Thresholds - Voice over IP.
SLA Wizard	Displays wizard to show you have completed Step 2 and now defining Step 3.
Jitter	Default is 30 ms average per hour.
Round-Trip Latency	User-defined threshold that, when exceeded, is reported as averaged monthly exception. Daily average latency shall not exceed this threshold.
Packet Loss	Default is 2.0 percent.
Legend	Defines symbols used for valid data, invalid data, and no data.
Back button	Takes you back to Select Devices window.
Finish button	Validates information for this SLA and returns you to Define SLC window. Note Clicking Finish does not save changes. Click Apply or OK in the Define SLC window to save changes to database.
Cancel button	Warns that all changes to SLA will be lost. If you click OK, all SLA changes discarded. Takes you back to Define SLC window.
Help button	Opens online help for this window.

The Define Thresholds - Voice over IP window closes and you are returned to the Define Service Level Contract window, with the newly defined SLC information displayed, as shown in Figure 3-31.

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Note You must now commit your SLC information to the database, or your information will not be saved.

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Step 5 Do one of the following:

Click Apply, to apply and save all SLC changes, then continue to add or modify SLA information

or

Click OK to apply and save all SLC setup information and close the window.

Your SLA(s) and SLC are saved to the database, and your setup is complete. You are returned to the Cisco Service Level Manager window with the new SLC information displayed, as shown in Figure 3-32.

Viewing Service Contracts

SLM provides you with the ability to view service contracts within any folder.

Procedure

The Service Level Manager - View Service Contracts window opens, as shown in Figure 3-33.

Viewing SLC Contract Summary

The Service Level Contract Summary displays information supporting the SLC and any defined SLAs.

Procedure

The Cisco Service Level Manager window opens.

Step 2 Select the desired SLC.

Step 3 From the drop-down menu, select View>Contract Summary.

A browser window opens displaying the Service Level Contract Summary, as shown in Figure 3-34.

Viewing Collection Status

SLM is designed to provide you with SLC status within all folders and to verify the ME 1100 Series is running. The information window refreshes automatically every 30 minutes.

Procedure

The Service Level Manager SLC Status window opens, as shown in Figure 3-35.

Table 3-19 defines Service Level Manager SLC Status window elements.

Table 3-19: Service Level Manager SLC Status Window Elements and Descriptions

Element	Description
Back button	Disabled for this window.
Close button	Closes window.
Refresh button	Refreshes window.
Folder tab	Organized to display each folder in SLM navigation tree.
SLA Name	Name of each SLA contained in folder.
Device Source-Destination	IP address or hostname of device pairs.
Device Status	Displays status of device pairs.
Device Last Updated	Last date and time data collected.
Collection Name	Data collection name (job identification name) for SLC/SLA. Handle used between SLM server and ME 1100 Series for configuration and data retrieval.
Collection Status	Status of last SLM server request for this collection name.
Data Collector Name	User-defined.
Data Collector Status	Verifies if ME 1100 Series running.

The SLA Device Status Message window opens, as shown in Figure 3-36.

Table 3-20 defines the SLA Device Status Message window elements.

Table 3-20: SLA Device Status Message Window Elements and Descriptions

Element	Description
SLA Name	Defined by user
Source Device	Source device of defined device pair
Destination Device	Target device of defined device pair
Last Updated At	Time and date of last status retrieval from ME 1100 Series
Data Collector Last Activity	Most recent time the ME 1100 Series contacted the source device
Data Collector Collection Index	SA Agent entry number listed in source device
Status	Status displays running, failed, and timeout conditions
Detail Status Message	Optional message
Back button	Takes you to Service Level Manager SLC Status window
Close button	Closes window and returns you to Service Level Manager SLC Status window
Refresh button	Refreshes window

The Service Level Manager SLC Status window displays collection information for the job, as shown in Figure 3-37.

• Generating Reports

Posted: Mon Jun 5 14:43:03 PDT 2000
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