Forrest, when SLAs are reported as un-met, but it wasn't the service owner's fault, there needs to be a way to not penalize them. For example:
1) When the LogicMonitor platform has an outage (I've seen this happen and created tickets)
2) When a new EA collector crashes or has a bug with script execution (I've seen this happen and created tickets)
3) When the monitoring team accidentally breaks a datasource, which mistakenly marks a service down (this is not uncommon)
In all of these cases, SLAs would be inaccurate and if the monitoring team has no way of applying retroactive adjustments, we'll have to explain to the business that "this month's numbers aren't valid and can't be used for business purposes." That's not the story we want to tell about LogicMonitor since it hurts the credibility of the platform. I hope you see that this is different than just forgetting to schedule a maintenance window. If LogicMonitor wants to become more business-facing, this is a necessary feature.
Thanks,
Stuart
