Site Reliability Engineering: Service-Level Agreements and Objectives

Learn how to set expectations and measure system performance within your organization using error budgets and service-level indicators, objectives, and agreements.

Introduction

• Why measure service performance?
• What you should know

1. Service-Level Indicators

• Defining reliability
• Implementing measurements
• Common measurements
• Measurement and calculation

2. Service-Level Objectives

• Objectives vs. indicators
• Making measurements meaningful
• Stakeholder agreement
• Documenting SLOs
• Dashboards and reporting
• Continuous improvement

3. Error Budgets

• Consequences of poor service performance
• Creating an error budget
• Drafting an error budget policy

4. Service-Level Agreements

• Service-level agreements
• Components of agreements

Conclusion

• Next steps