We are a SasS solution provider. We offer a 99.5% up-time guarantee in our SLA with specified remedies if we fail to deliver. But who's responsibility is it to monitor this? Us or the client? One of our large clients is asking us for some reports to demonstrate our up-time availability. They initially installed a tool called pingdom.com on their end that tries to log into our system and perform certain tasks every few minutes. But I'm told that this is killing our server. What tool or service is best for this and should we make the customer pay for it if we select and manage it?
As a SaaS provider you will want greater insight than simple website uptime. Your SLA will presumably mean not just your landing page is available, but all the deep functionality of your platform.
I have found New Relic is a decent platform because as a SaaS developer you can integrate with your own systems to produce your own definition of 'up', managing alerts if, say, a regularly scheduled task hasn't run for a period of time, or check other health indicators deep within your systems.
I would ask your client very kindly to stop trying to monitor it themselves. Whatever they are using and/or how they are wielding it, for it to be killing your server either they are doing something very wrong and/or you need to review your infrastructure before offering uptime guarantees. If it's bare metal, consider moving to elastic cloud, for example.
I would also consider reviewing your SLAs to define those aspects of functionality you want to provide a guarantee for, and especially single out anything that depends on third parties, for example payment gateways, banking, KYC, e-sig and other APIs which might stop your service provisions in their tracks, if you don't have fallbacks. For example if you use a KYC provider for new registrations, you might exclude new registrations from the list of guaranteed services, or offer a business-hours guarantee, for example.
You will have to monitor the uptime , SLA's and make the reports available to clients with cost - Business Support