![]() This is the level for your Service Level Objective (SLO). When the SLI is above the target, your customers are generally happy, and when the SLI is below the target, your customers are generally unhappy. Once you have defined an SLI, you need to find the right target level for it. ![]() The ideal SLI to strive for (and perhaps never reach) is a near-real-time metric expressed as a percentage, which varies from 0%-all your customers are having a terrible time-to 100%, where all your customers feel your site is working perfectly. The cleaner your SLIs are, and the better they correlate with end-user problems, the more directly useful they will be to you. SLIs can help you understand and improve customer experience with your site or services. Quantifying customer happiness metrics is usually a team journey, pretty much no one gets it right the first time. Putting numbers and concrete goals out there focuses the conversation between different parts of your org, even if you don't use your fledgling SLIs to do things like page oncallers or freeze releases. If you’re just getting started with your own SRE practice, it’s important to remember that almost any SLI is better than no SLI. In this post, we’ll look at how you can tune your existing SLIs to be a better representation of what your customers are experiencing. In previous CRE Life Lessons, we’ve talked about the importance of Service Level Indicators (SLIs) to measure an approximation of your customers’ experience. ![]() We support customers during their daily processes, as well as during peak events where traffic and customer expectations are high.ĬRE comes with some practical metrics to quantify service levels and expectations, namely SLOs, SLIs and SLAs. The site reliability engineering (SRE) we practice here at Google comes to life in our customer reliability engineering (CRE) teams and practices. ![]()
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January 2023
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