Keynote Service level report

Service level report
Service level report

Keynote Service Level Report (SLR)

The Keynote Service Level Report (SLR) provides performance and availability information for customers of Keynote services. (The SLR was previously called the Daily Performance Report.)

SLRs provide a highly-customizable way for you to receive your Keynote data and disseminate it within your organization.

SLRs can be customized to include the specific Keynote measurements you are interested in, and different versions of your SLRs can be created to match the needs of specific work groups or individuals. Service Level Reports can include both numerical data and graphs, with several graph types available.

SLRs can be set up to cover any time period you want, Normally, you will receive a SLR within a few hours of the end time you have selected.

There are five sections in the SLR. Four of the sections repeat for each URL being reported. The SLR keeps you up to date on general performance. When you want to analyze your performance and availability data, use the MyKeynote portal.

Keynote customers with administrator logins can add additional recipients for this email or stop emails and change a number of SLRs settings using the MyKeynote Reports section.

Data time range and subscriber information

This section specifies the user name and company responsible for this Service Level Report, and the date, time range, and time zone for the data. Only data within the specified time range in the specified time zone is used to calculate the summary information in the report.

Measurement summary

The Measurement Summary section gives an overview of performance and availability for each measurement included in the SLR. By default, it includes summary graphs to help visualize the summary data.

SLR measurement summary
SLR measurement summary

Each "tick" of the graph represents the measurements during one time unit. For example, in the graph above, the tick labeled 1 AM represents the measurements between 12 Am and 1AM.

The graph lines on the measurement summary graph extend from the first labeled data point within the selected range to the last labeled data point. They do not extend to the ends of the graph area.

Measurement detail

For each measurement included in a SLR there is by default a section that contains measurement details. This section is repeated for each measurement covered by the SLR.

SLR measurement detail
SLR measurement detail
*Measurement * Title of the measurement, as entered when the measurement was provisioned.
***Alias #2 * ** This alternative alias is available for Transaction Perspective and Application Perspective measurements; it reflects the name entered during script recording.
**Agent Group ** This identifies the set of Keynote agents that is being used for the measurement. The various Keynote measurement services have different Agent Groups. Each service level corresponds to the number of metropolitan areas from which your site is measured.
**Measurement Type ** This indicates the Keynote service that is being used for the measurement.
**Measurement Trim ** Measurements above certain values are not included in aggregated measurements in SLRs. Transaction Perspective and Application Perspective measurements values above 180 seconds are trimmed.
**Valid Measurements ** This is the total number of measurements that resulted in either a measurement time if the page downloaded or an error code if it did not.
***Measurements with Errors * ** The total number of measurements that reported errors.
Trimmed Measurements The total number of measurements that were trimmed from the averages.
**Total Measurements ** The sum of valid measurements and measurements with errors.

Performance

**Your Measurement ** - This is the average download time over the time period stated at the top of the email from the agent group listed above. Only successful page downloads are used to calculate this average. A Keynote Index average download time is shown below the URL average download time. The Keynote Index is for the same 12 hour time period, measurement type and agent group as the URL. If you have several URLs in this report you may notice that the Keynote Index value differs from one URL to the next. The reason is that different agent groups are being referenced to calculate the Keynote Index. For one URL, the Keynote Index may be getting calculated from U.S. agents only while for another URL from all agents worldwide. The Keynote Index agents being used always match the agents being used for your URL.

Download Time Distribution - This distribution shows what percentage of your measurements fall into each of the performance buckets listed. This can help you identify when a group of users may not be getting good performance even when the average looks good. Only successful downloads are used to create this table.

Transaction Download Time - For transactions, the time presented is the average download time for the entire transaction over the time period stated at the top of the email from the agent group listed above. Only successful page downloads are used to calculate this average.

Availability

Availability indicates the percentage of connection attempts that succeed for both your URL and the corresponding Keynote Index. For example, if the success percentage is 85% then 15% of the connection attempts failed for some reason, which resulted in an error code. The top 3 errors encountered when attempting to connect to your site are listed in the next section. If a Keynote Index is available, the index success rate is for the same time period, measurement type and agent group as the URL is shown. If you have several URLs in this report you may notice that the Keynote Index value differs from one URL to the next. The reason is that different agent groups are being used to calculate the Keynote Index. In one case the Keynote Index may be getting calculated for U.S. agents only while for another URL the Index may include measurements from all agents worldwide. The Keynote Index agent group being used always matches the agent group being used for your URL.

Transaction Perspective and Application Perspective Availability - Availability indicates the percentage of transaction attempts that succeed. As an example, if the success percentage is 85% then 15% of the transaction attempts failed on one of the pages of the transaction for some reason which resulted in an error code. The top 3 errors encountered when attempting to connect to your site are listed in the next section.

Top errors

The top 5 errors table shows which errors occurred with the greatest frequency when trying to connect to your page. If your availability is 100% then this section will indicate that there were no errors. To find out when the errors occur, you can logon to MyKeynote and analyze the data. The MyKeynote online help also has a complete list of the error codes and descriptions.

Star Rating

The stars above the performance section provides a quick visual indication of how your site performed compared with sites that are part of Keynote Indexes. The stars above the availability section are based on an absolute scale.

***Performance Star Ratings * **

  • For Transaction Perspective, you can set up comparisons with one of several optional Keynote vertical transaction indexes. This requires that you subscribe to one of the vertical transaction indexes. Stars for performance are only shown if you subscribe to a transaction index.
  • For Application Perspective, there is currently no index available, and stars are not shown for performance.

The following formula is used to determine the number of stars in the performance section:

Rating Lower Bound Download Time Upper Bound
5 Stars 0 Seconds < Download Time < 60% of index
4 Stars 60% of index <= Download Time < 75% of index
3 Stars 75% of index <= Download Time < 110% of index
2 Stars 110% of index <= Download Time < 130% of index
1 Stars 130% of index <= Download Time < 140% of index
0 Stars 140% of index <= Download Time <

***Availability Star Ratings * **

The number of stars in the availability section is determined by an absolute scale where 100% availability is the best you can achieve. The following formula is used to determine the number of stars in the availability section:

Availability Rating
>99% 5 Stars
>98% 4 Stars
>97% 3 Stars
>96% 2 Stars
>95% 1 Stars
<=95% 0 Stars

Graphs

SLRs can optionally contain embedded graphs to help you visualize your measurements. The graph types that are embedded are selected when you set up your SLR.