SLA & SLO & SLI

𝗦𝗟𝗔: 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗟𝗲𝘃𝗲𝗹 𝗔𝗴𝗿𝗲𝗲𝗺𝗲𝗻𝘁𝘀

What is an SLA?

💢 An SLA (service level agreement) is an agreement between provider and client about measurable metrics like uptime, responsiveness, and responsibilities.

𝗦𝗟𝗢: 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗟𝗲𝘃𝗲𝗹 𝗢𝗯𝗷𝗲𝗰𝘁𝗶𝘃𝗲𝘀

What is an SLO?

💢 An SLO (service level objective) is an agreement within an SLA about a specific metric like uptime or response time.

💢 So, if the SLA is the formal agreement between you and your customer, SLOs are the individual promises you are making to that customer.

💢 SLOs are what set customer expectations and tell IT and DevOps teams what goals they need to hit and measure themselves against.

𝗦𝗟𝗜: 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗟𝗲𝘃𝗲𝗹 𝗜𝗻𝗱𝗶𝗰𝗮𝘁𝗼𝗿

What is an SLI?

💢 An SLI (service level indicator) measures compliance with an SLO (service level objective).

💢 So, for example, if your SLA specifies that your systems will be available 99.95% of the time, your SLO is likely 99.95% uptime and your SLI is the actual measurement of your uptime.

💢 Maybe it's 99.96%. Maybe 99.99%. To stay in compliance with your SLA, the SLI will need to meet or exceed the promises made in that document.