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Service Level Terminology : SLA ,SLO & SLI

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Knoldus Inc.
Knoldus Inc.

1. SRE is the discipline of applying software engineering practices to solve operations problems to build reliable systems. 2. Service level terminology includes Service Level Indicators (SLIs) which are quantitative measures of service aspects like latency or error rates, Service Level Objectives (SLOs) which are goals for specific metrics, and Service Level Agreements (SLAs) which are agreements within an SLA. 3. Choosing the right SLIs, crafting meaningful SLOs, collecting indicator data, and meeting customer expectations through SLAs are important for building reliable services.

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SRE : Service Level Terminology Presented By: ● Mukesh Yadav ● Sakshi Gawande Software Consultant Knoldus Inc. LEARN NOW
About Knoldus Knoldus is a technology consulting firm with focus on modernizing the digital systems at the pace your business demands. DevOps Functional. Reactive. Cloud Native
Introduction SRE Service Outage Collecting Indicators Practice best Indicators Service Level Terminology Our Agenda
Site Reliability Engineer SRE is discipline that happens when a software engineer is put to solve operations problems LEARN NOW Load of server SRE Code System
Problem Statement: How do you know that your Service is “Reliable” ? LEARN NOW
Agreement SLA Goal SLO Indicators/metrics SLI Service Level Terminology
Service Level Indicator ● An SLI (service level indicator) a carefully defined quantitative measure of some aspect of the level of service that is provided. e.g (latency, error rate) User User ● Expressed As Good Events ----------------- Bad Events ● User
Service Level Objective ● SLO (Service Level Objective ) is a goal that service provider wants to reach. ● An SLO is an agreement within an SLA about a specific metric like uptime or response time. ● SLOs are the individual promises you’re making to that customer. ● SLOs are what goals developers need to hit and measure themselves against. ● Phases: Design Build Review
Service Level Agreements Clients Provider SLA Request Service Provide Service
Best Practices for SLI,SLO,SLA Craft SLAs around customer expectations Build in an error budget Not every trackable metric should be an SLI Use plain language in SLAs With SLOs, less is more Include factors outside the IT team’s control
Who Define Service Level Terminology SRE SRE SRE Product Owner Product Owner User Sales SLI SLO SLA
Service Outage A banking service with proper monitoring solution Problem : Time → service outages Inc. Frustration in Customer Solution : Setup (SLA,SLO) for service Effect : Service owner able to track service available
Indicators in Practice Which indicator to choose? Choosing too many indicators makes it hard to pay attention What Do You and Your Users Care About? Service is free or paid what are service specific indicators ? ● User-facing --->availability, latency, and throughput ● Storage ---> latency, availability and durability. ● Big data systems -----> throughput and end-to-end latency
Collecting Indicators Where indicator can be collected? ● Server side,Ex. Borgmon, Prometheus. ● Client-side collection How can we collect metrics? ● Raw measurements ● Aggregation ○ 200 requests/s in even-numbered instantaneous ○ constant 100 requests/s
Conclusion 1. Meet customers high standard expectations 2. Services are reliable or not. 3. SLIs, SLOs and SLAs Should be part of reliable system. 4. Good relationship with customers.
Thank You! @Knolspeak https://www.facebook.co m/KnoldusSoftware

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Service Level Terminology : SLA ,SLO & SLI

  • 1. SRE : Service Level Terminology Presented By: ● Mukesh Yadav ● Sakshi Gawande Software Consultant Knoldus Inc. LEARN NOW
  • 2. About Knoldus Knoldus is a technology consulting firm with focus on modernizing the digital systems at the pace your business demands. DevOps Functional. Reactive. Cloud Native
  • 3. Introduction SRE Service Outage Collecting Indicators Practice best Indicators Service Level Terminology Our Agenda
  • 4. Site Reliability Engineer SRE is discipline that happens when a software engineer is put to solve operations problems LEARN NOW Load of server SRE Code System
  • 5. Problem Statement: How do you know that your Service is “Reliable” ? LEARN NOW
  • 7. Service Level Indicator ● An SLI (service level indicator) a carefully defined quantitative measure of some aspect of the level of service that is provided. e.g (latency, error rate) User User ● Expressed As Good Events ----------------- Bad Events ● User
  • 8. Service Level Objective ● SLO (Service Level Objective ) is a goal that service provider wants to reach. ● An SLO is an agreement within an SLA about a specific metric like uptime or response time. ● SLOs are the individual promises you’re making to that customer. ● SLOs are what goals developers need to hit and measure themselves against. ● Phases: Design Build Review
  • 9. Service Level Agreements Clients Provider SLA Request Service Provide Service
  • 10. Best Practices for SLI,SLO,SLA Craft SLAs around customer expectations Build in an error budget Not every trackable metric should be an SLI Use plain language in SLAs With SLOs, less is more Include factors outside the IT team’s control
  • 11. Who Define Service Level Terminology SRE SRE SRE Product Owner Product Owner User Sales SLI SLO SLA
  • 12. Service Outage A banking service with proper monitoring solution Problem : Time → service outages Inc. Frustration in Customer Solution : Setup (SLA,SLO) for service Effect : Service owner able to track service available
  • 13. Indicators in Practice Which indicator to choose? Choosing too many indicators makes it hard to pay attention What Do You and Your Users Care About? Service is free or paid what are service specific indicators ? ● User-facing --->availability, latency, and throughput ● Storage ---> latency, availability and durability. ● Big data systems -----> throughput and end-to-end latency
  • 14. Collecting Indicators Where indicator can be collected? ● Server side,Ex. Borgmon, Prometheus. ● Client-side collection How can we collect metrics? ● Raw measurements ● Aggregation ○ 200 requests/s in even-numbered instantaneous ○ constant 100 requests/s
  • 15. Conclusion 1. Meet customers high standard expectations 2. Services are reliable or not. 3. SLIs, SLOs and SLAs Should be part of reliable system. 4. Good relationship with customers.
  翻译：