24-08 Service Level Agreements

Last updated Aug 17, 2023 Edit Source

An SLA is a formal commitment about the expected level of service between a customer and provider.

When a service level is not met and if the Customer meets its obligations under the SLA, Customer will be eligible to receive the compensation eg. Financial or Service Credits

A metric/measurement that indicates what measure of performance a customer is receiving at a given time

An SLI metric could be uptime, performance, availability, throughput, latency, error rate, durability, correctness

• The objective that the provider has agreed to meet
• SLOs are represented as a specific target percentage over a period of time.
  • Example: Availability SLA of 99.99% in a period of 3 months is promised

Other Target percentages:

• 99.95%
• 99.99%
• 99.999999999% (commonly called Nine nines)
• 99.99999999999% (commonly called Nine elevens Eleven nines)