SLA - SLI - SLO
Why are they important?
SLAs, SLOs, and SLIs allow companies to define, track and monitor the promises made for a service to its users. Together, SLAs, SLOs, and SLIs should help teams generate more user trust in their services with an added emphasis on continuous improvement to incident management and response processes.
SLA
An SLA, or Service Level Agreement, is an agreement made between a company and its users of a given service. The SLA defines the different promises that the company makes to users regarding specific metrics, such as service availability.
SLAs are often written by a company’s business or legal team.
SLO
An SLO, or Service Level Objective, is the promise that a company makes to users regarding a specific metric such as incident response or uptime. SLOs exist within an SLA as individual promises contained within the full user agreement. The SLO is the specific goal that the service must meet in order to comply with the SLA. SLOs should always be simple, clearly defined, and easily measured to determine whether or not the objective is being fulfilled.
SLI
An SLI, or Service Level Indicator, is a key metric used to determine whether or not the SLO is being met. It is the measured value of the metric described within the SLO. In order to remain in compliance with the SLA, the SLI’s value must always meet or exceed the value determined by the SLO.