Patent ID: 7058704

Claim:
A method for evaluating compliance with a service-level agreement, said method comprising the steps of: providing at least one back-end server connected to a network; defining service level classes of service as a function of agreed-to service level metrics; grouping at least one of host system, user, URL, hosted site, transaction, content and file type into respective service level classes of service; defining said service level metrics to be measured for each of said classes; defining acceptance levels for each class for each of said service level metrics; collecting information related to measurement of said service level metrics; comparing said acceptance levels to said information; deploying an intelligent agent on each of said back end servers; monitoring service level metrics using said intelligent agent and logging them into respective log files; collecting log files from said intelligent agents on a list of said back-end servers; and consolidating said log files collected from said list of back end servers in a database.