What are SLOs, SLIs, and SLAs?
Blog post from New Relic
Service levels, including Service Level Agreements (SLAs), Service Level Objectives (SLOs), and Service Level Indicators (SLIs), are essential frameworks that help ensure service reliability and customer satisfaction. SLAs are legal contracts between service providers and customers, detailing the expected quality of service and the consequences if those expectations are not met. SLOs define the specific goals for system availability and performance, while SLIs are the metrics used to measure these goals. Site Reliability Engineering (SRE) practices emphasize the importance of these frameworks, and tools like New Relic assist in monitoring and adjusting these metrics to align with evolving user expectations and technological capabilities. Effective service level management, which involves setting and adjusting SLOs and SLIs, helps organizations maintain high service quality and comply with SLAs, thereby enhancing customer trust and operational efficiency.