When it comes to today’s digital solutions, customers expect a lot—in terms of performance, availability, usability, and more. That’s why most service providers have put a lot of thought into the standards of quality and customer experience they’re going to offer, and develop SLAs, SLOs, and SLIs to help them maintain those standards. These very important initialisms stand for:
Service level agreements: The minimum levels of performance, availability, and other metrics that customers can expect when using the provider’s solution Service level objectives: Internal goals that the provider wants to reach to meet those SLAs Service level indicators: Actual metrics that the provider uses to measure how close it is to meeting both SLOs and SLAs
All three concepts are a critical part of site reliability engineering (SRE), which is the process service providers use to set and monitor goals for system performance, reliability, and other factors.
Let’s take a closer look at each of these concepts.
What Are Service Level Agreements (SLAs)?
SLAs are what you promise your customers. They’re based on the assumption that no service is 100% available or reliable, no matter how much customers and service providers wish it was. So the questions become: