SLA compliance determination with real user monitoring

A computer system for determining a service level for an internet-based Software as a Service comprising:

• an event monitor module associated with a Software as a Service system that
• receives a first event input for a HTTP/HTTPS request at a Content Delivery Network;
• and
• receives a second event input for an HTTP/HTTPS response from a Content Delivery Network;
• a message log that receives a message for a first event input and receives a message for a second event input;
• a logging module for parsing the message for the first event input and for parsing the message for the second event input;
• a performance monitoring module associated with the Software as a Service system which includes an analytics module, the performance monitoring module determining an actual service level performance value for the Software as a Service system from parsed information from the logging module associated with the first event input and the second event input,
• the computer system including computer hardware and software, the logging module, the performance monitoring module, and the analytics module including a combination of hardware and software.

A method of determining a service level for at least one website comprising:

• using a Software as a Service system to host the at least one website, the system including a Content Delivery Network;
• collecting request data from the Content Delivery Network;
• collecting response data associated with the request data from the Content Delivery Network;
• and
• determining a service level for the website hosted by the Software as a Service system using the collected request data and the collected response data.