Penalty

Label

Action

Description / Example

Name*

Enter text input

Unique identifier for the penalty rule

Example: Asset SLA Penalty Report

Description*

Enter text input

Brief explanation of the penalty configuration

Example: Penalty applied when incident downtime exceeds defined SLA thresholds.

Field

Description

Use Case / Example

Penalty Applicability*

Defines how the penalty amount will be applied.

Options include: Fixed Amount, Percentage of Service Cost, or Points of Service Cost.

Fixed Amount

A flat penalty value applied for SLA breach.

If downtime exceeds SLA, apply a penalty of $200 per incident.

Percentage of Service Cost

Penalty is calculated as a percentage of the configured service cost.

For a service cost of $1000 and a penalty rate of 15%, the penalty = $150.

Points of Service Cost

Deducts cost points instead of currency. Useful where penalty tracking is non-monetary.

Example: Deduct 5 service points for every breach.

Statistics / Event Type*

Defines the measurement domain for penalties (Availability, Performance, etc.).

Example: For network SLA, select Availability. For server load SLA, select Performance.

Availability

Measures uptime against defined thresholds.

Example: Penalize the vendor if uptime drops below 99.5%.

Performance

Measures efficiency metrics such as latency, throughput, or error rates.

Example: If latency exceeds 200ms, a penalty is triggered.

Statistics (Dropdown)

Lists specific statistics for SLA calculation. Varies by module.

Note: This field only applies when the Statistics and Events module is selected.

Network Availability:

Tracks % of network uptime. Example: If network availability falls below 98%, apply SLA penalty.

Access Point Down:

Penalty condition triggered when the access point is unavailable. Example: Apply a penalty if the access point downtime > 2 hours.

Breach Count:

Penalty condition based on the number of SLA breaches. Example: If breach count > 3 in a week, apply a penalty.

Metric Type*

Select from the drop-down.

Note: This field only applies when the Tickets module is selected.

Defines the SLA metric used to calculate the penalty.

Example: Resolution Metric. Metrics are preconfigured in SLA → Metric, and represent measurable SLA targets (e.g., Resolution within 8 hours, Response within 30 minutes).

Configuration*

Defines how the penalty is calculated: Time Bound or Value.

Example:

Time Bound → calculate penalties per downtime hour; Value → penalties based on breach count.

Time Bound

Penalty calculated on elapsed downtime (minutes).

Example: $100 penalty per hour of downtime.

Value

Penalty calculated on occurrence count.

Example: 5% penalty if the response SLA is breached more than 5 times.

Type (Tickets Only)

Defines penalty logic for tickets: Default, Priority, or Vendor.

Example: Priority → higher penalties for high-priority incidents.

Default (Type)

Applies the penalty to all tickets equally.

Example: Flat penalty of $50 per breach.

Priority (Type)

Applies penalties based on ticket priority (e.g., Critical, High, Medium).

Example: $500 penalty for Critical, $200 for High.

Vendor (Type)

Penalties applied based on vendor accountability.

Example: If vendor SLA breached, apply agreed penalty. Select the appropriate vendor from the drop-down list.

Maximum Cost

Upper limit for penalty cost. Prevents unlimited charges.

Example: Cap penalties at $10,000 per month.

Accumulate Each Cost

If enabled, penalties accumulate across multiple breaches.

Example: If three breaches occur, apply a penalty for each breach instead of only once.

Override Cost from Asset Property

Pulls penalty cost directly from asset configuration instead of manually entering it.

Example: For a server asset with cost = $2000, penalty percentage will auto-calculate using this value.

Multiple Downtime

Allows penalties to be applied multiple times for repeated downtime events within the SLA window.

If downtime occurs 3 times in a day, penalties apply for each instance separately.

Field

Description

Example / Use Case

Operator

Defines the condition for evaluating SLA data.

Options include: Range (From – To), Less Than, Less Than or Equal, Greater Than, Greater Than or Equal, Equal To, Not Equal To.

Set “Greater Than 60 mins” downtime → penalty applies if downtime exceeds 1 hour.

Value

Specifies threshold values for the selected operator.

From: 98, To: 99 → penalty applies within this downtime range.

Field

Description

Example / Use Case

Credit

Defines a fixed penalty amount for the breach.

$500 penalty for downtime between 98-99.

Additional Credit

Adds an extra fixed penalty when specific conditions are met.

An extra $200 penalty if downtime exceeds.

Field

Description

Example / Use Case

For Each

Applies penalty repeatedly for each interval difference (except when operator = Range).

Penalty applies for every extra 30 minutes (Value/ Min) of downtime beyond SLA.

Credit (% Cost)

Percentage-based penalty is applied to the service or asset cost.

10% of $10,000 service cost = $1,000 penalty.

Additional Credit (% Cost)

Extra percentage penalty applied under defined conditions (not applicable with “For Each”).

An additional 5% penalty if the breach continues beyond 6 hrs.

Field

Description

Example / Use Case

For Each

Applies penalty points repeatedly for each interval difference.

Deduct 10 points for every 1 hr of downtime.

Credit (Point Cost)

Penalty expressed in points, applied to the service/asset cost.

Deduct 50 points for SLA breach in P1 incident.

Additional Credit (Point Cost)

Extra penalty points added under specific conditions (not applicable with “For Each”).

Extra 20 points deducted if breach > 4 hrs.