SolutionsSLA reporting
SLA reports your customers can check.
Enterprise customers want their own numbers, under their own contract, in a form they can verify. Observer computes them from your metrics, per customer, and signs the result.
Per customer
One check, measured per customer.
Your contracts differ by customer, so the reporting has to. The same metrics feed every customer's view; what changes is who sees it and what it is measured against.
Customer pages
Their own view, behind your sign-in.
ProA customer-scoped page signs each customer in through your own app with a signed token, then shows their services, the incidents that concern them and their targets. Nobody sees another customer's view.
Targets
A different SLO target per customer.
ProOverride a check's SLO target for one customer. Their error budget is computed from the same metrics every five minutes, and their page shows their target, marked as theirs.
SLA terms
Their contract, in the terms it uses.
ProPer customer and SLO: the target, the window (rolling 30 days, calendar month or quarter), whether degraded counts as down, and whether scheduled maintenance is excluded. Past periods keep the terms that were in force.
Incidents
Scoped to the customers it hits.
ProAttach an incident to the customers it affects and only their pages and subscribers get it. The all clear goes to everyone who was told.
Signed statements
A statement that proves itself.
The SLA Ledger turns each customer's contract into a monthly statement: attainment per line, the credit owed and the working behind it. On the Business plan and above.
Paste
The statement JSON
- customer
- Globex
- period
- September 2026
- lines[0].attainment_pct
- 99.751797
- summary.credit_pct
- 10
- sha256
- b5ae902ab6…fea4d2
- signature
- /qyj17S3…ayDA==
- signing_key_id
- demo-2026-10
The check
- sha256 of the payload, recomputed
- b5ae902ab62ed46153367ffe55a64014a7effbba61197dcee2451d3a61fea4d2
- Matches the statement's sha256
- Yes
- Ed25519 signature
- Valid, published key
Verified
Calculate
Credits from the contract's tiers.
When a period closes, each contract line gets its attainment and the credit its tier gives, with the arithmetic printed. A line with too little data is flagged for review instead of credited.
Approve
A person signs off.
Statements can wait for approval, and the approver can be required to differ from whoever prepared it. A correction is a new revision; the old one is kept.
Sign
Hashed and signed, in three formats.
Every statement downloads as PDF, CSV or JSON. The JSON is hashed and signed with Ed25519, so the figures cannot change without the check failing.
Verify
Your customer checks it themselves.
Anyone holding a statement can paste it on the verify page. The hash is recomputed and the signature checked against Observer's published keys. Nothing is looked up in your account.
Method
Counted the way contracts read.
Degraded counts as up unless the contract says otherwise, scheduled maintenance and disclosed exclusions are left out, and figures are truncated, never rounded up. Each statement names the methodology version it used.
Read the SLA methodologyReports and portal
The record, for as long as they ask.
Procurement and quarterly reviews ask for more than this month. The same status history answers for the year, and each customer can open their own view at any time.
12-month reports
A year of uptime and incidents, per status page.
ProDownload a 12-month uptime report and an incident report as PDF or CSV. They read the same status history as the public page, follow the same rules, and print those rules on the report.
Reliability portal
One private place per customer.
BusinessBehind a private access link, each customer sees the live status of the checks in their contract, each line's month to date and the last 12 closed months as stated in their signed statements, every statement with its verify link, and the incidents that affected them, with postmortems.
Public record
A Reliability Center on your own domain.
Every planPublished commitments with their attainment, 90-day uptime, incidents with postmortems and the methodology behind every number, at /reliability on your status page.
Design partners
Running SLAs for enterprise customers?
We are looking for a small number of B2B SaaS teams to shape SLA reporting with us. Three months free, then 50% off the first year on an annual plan.