Service Level Agreement Vs Objective


The key to defining fair and mutually beneficial ALSs (and limiting your liability) is the calculation of a cost-effective balance between these two needs. SLAs are also generally defined by several fixed time frames to compensate for risks. These delays are called backup windows. In general, these windows correspond to your billing cycle, as these agreements define your refund policy. SLAs are an important part of any subcontracting and technology provider contract. Beyond expectations for type and quality of service, ALS offers remedies if requirements are not met. A Service Level Objective (SLO) is a key element of a Service Level Agreement (SLA) between a service provider and a customer. SLOs are agreed as a means of measuring the service provider`s performance and are described as a way to avoid disputes between the two parties on the basis of misunderstandings. Keep in mind that the more reliable the service, the more expensive it costs to serve. Set the lowest level of reliability you can achieve for each service and list it as SLO.

Each service should have an availability SLO – otherwise, your team and stakeholders cannot judge in general whether your service should be more reliable (more costs and slower development) or less reliable (allowing for a higher speed of development). Excessive availability can become a problem because it is now waiting. Don`t make your system too reliable if you don`t intend to commit to being so reliable. While most SLOs are set to what you provide to your customer, you should also have separate internal SLOs that are defined between the components of your architecture. For example, your storage system is used by other components of your architecture for availability and performance, and these dependencies are similar to the promise displayed by SLOs in your ALS. We will call these internal SLOS later in the discussion. IT service organizations that manage multiple service providers may wish to enter into Operational Level Agreements (OLA) that explain how some parties involved in the IT service delivery process interact with each other to maintain performance. If the service provider is taken over by another entity or merges with another entity, the client can expect his ALS to remain in effect, but that may not be the case. The agreement may need to be renegotiated.

Don`t make assumptions; Note, however, that the new owner does not want to alienate existing customers, so they can choose to honor existing SLAs. Once you have opted for an SLI, an SLO is built around it. In general, SLOs are used to set benchmarks for your goals. However, the definition of an SLO must be based on what is cost-effective for your service and for your customers and beneficial to both parties. There are no universal SLOs according to industry standards. It`s a case-by-case, data-based decision, what your service can offer and what your team can accomplish. Set a good base number.



2021年4月12日 5:17 PM   未分類


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