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• Metrics tracking: to track key performance indicators (KPIs) such as uptime, response time, availability, and performance, and display them in an easy-to-understand format, such as graphs and charts.

• Service level tracking: to monitor the service levels against the agreed-upon SLA, and display any deviations in an easy-to-understand format.

• Alerts and notifications: to notify users of potential issues or service disruptions, such as a server going down or a network outage.

• Real-time data views: the ability to show real-time data, so users can quickly see the status of the service at any given time.

• Historical data views: the ability to view historical data, such as past performance, to identify trends over time, and to use this data to predict future performance.

• Customizable reports: for root cause analysis and service level reporting for different departments or teams.

• Escalation management: to ensure relevant teams and team members are aware of escalated issues that are impacting customers’ experience.

• Unique requirements: that are not met by off-the-shelf solutions. For example, you may need to integrate your dashboard with existing systems or track unique metrics the capabilities for which are not provided by commercial solutions.

• Branding: a custom SLA dashboard can be designed to align with the company's branding, making it consistent with the company's overall image and easy to recognize for your customers.

• Control: not only over the features and functionalities you want but on the overall solution including the ability to make changes and updates as necessary as well as the integrations with your existing systems and tools.

• Data security: have robust data security features built with your specific security requirements in mind. This is particularly important for companies in regulated industries.

• Data integration: Integrating the dashboard with other IT systems, such as monitoring tools and service management platforms, to collect data and metrics for display on the dashboard can be challenging.

• Data visualization: Presenting the data in a clear and easy-to-understand format can be difficult, especially if the data is complex or voluminous. Doing this well often needs frontend engineering and design resources.

• Security: Ensuring the dashboard is secure and complies with any relevant regulations and industry standards can be time-consuming.

• Maintenance: Maintaining and updating the dashboard can be an ongoing and time-consuming task for engineers, especially as the company's needs change over time.

• Testing and QA: Thoroughly testing the dashboard to ensure it is functioning as intended and to identify and fix any bugs or issues can be challenging.

Different teams use SLA dashboards to monitor the performance of their team’s key metrics and to ensure that they are meeting meeting their commitments to customers, partners, and other stakeholders. Teams that use such dashboards the most are:

• IT support teams

• Operations teams

• Customer service teams

• Management teams

• Compliance teams