Summary
In this chapter, we explored the importance of an SLA and its creation, which, as we remember, is more about the relationship between business and technology. Even though we don’t always have a say in our SLAs (especially for TOS, base offerings, or existing MSAs), conversations with your vendors focusing on what is best for both companies to be profitable often lead to more trust and even provide paths that not all customers may have to resolve issues. We also explored how not all SLAs require immediate action or 100% uptime, and how potential impact should be the driving force in the response.
As we dove into the SLI, the measure of health, we reviewed not only how finding the right way to measure is important but also how outside influences can impact getting a correct measurement. We also took a look at SLOs, often used as a tipping point for working versus broken, and how their view with respect to time is so important.
And remember, an SLI is as simple as...