SLAsSLOs

SLAs and SLOs: In service management, SLAs, or service level agreements, establish the formal expectations between a service provider and a customer. SLOs, or service level objectives, define the measurable targets that support those expectations. An SLA may reference multiple SLOs and commonly uses SLIs, or service level indicators, to quantify performance. The relationship is that SLOs are the specific targets monitored to determine whether the service meets the SLA's commitments.

An SLA typically outlines the scope of services, roles and responsibilities, availability and performance requirements, support levels, terminology, and remedies if targets are not met. It specifies how metrics are collected, how data is reported, escalation paths, and how credits, penalties, or termination rights are triggered.

SLOs are the quantitative targets within an SLA. They rely on clearly defined SLI measurements, time windows for evaluation, and accepted thresholds. When data indicates a breach, the SLA may trigger credits or remedial actions. SLOs should be realistic, aligned with business goals, and subject to revision.

Common examples include uptime targets (for example, 99.9% monthly), performance thresholds (such as API latency under 200 ms 95% of requests), and support response times (initial response within 15 minutes for critical issues).

Lifecycle and governance involve negotiation, monitoring, reporting, and periodic review. Ongoing measurement requires reliable data sources, instrumentation, and dashboards. Renewal or amendment should reflect changes in service, scale, or business priorities.

Common pitfalls include ambiguous metrics, inconsistent data sources, misaligned targets, lack of remedies, scope creep, and failure to account for maintenance windows or compliance requirements. Clear definitions and governance reduce disputes and improve service delivery.