Service Reliability, SLA & SLO
Define what reliable service means for your business. We map critical user journeys to service level indicators, propose measurable service level objectives and document the commercial commitments in a service level agreement. Coverage, severity, response and escalation arrangements are agreed for each engagement; proposed targets are not blanket guarantees.
Scope and deliverables
- SLIs, SLOs and error-budget policy
- Incident severity, response and escalation matrix
- Support coverage, maintenance and exclusions
- Availability reports and service review process
SLI: what is measured
Select a user-visible signal, such as successful requests divided by eligible requests, or the proportion served within an agreed latency threshold. Specify the measurement source, window, exclusions and reporting owner.
SLO: the operational objective
An SLO defines a target for that indicator over an agreed window. Error budgets guide release decisions and reliability work. Proposed objectives must be validated against the architecture, dependency agreements and operational coverage.
SLA: the contractual commitment
Document covered systems, support hours and time zone, incident severity definitions, acknowledgement targets and escalation contacts. Response time is distinct from resolution time. Availability calculation, maintenance notice, dependency exclusions, reporting cadence and any service-credit remedy must be agreed in the signed engagement. No numeric availability or response guarantee applies by default.
Incident and service review
Define P1 critical outage, P2 significant degradation, P3 limited functional impact and P4 planned requests against your environment. Assign owners and communication channels, record incident timestamps and review service performance with the customer.
Assessment and delivery
We begin with your current environment, access boundaries, application dependencies and business priorities. The scope identifies the systems involved, agreed acceptance checks and the people responsible for implementation and ongoing operation.
Changes are staged where practical. We document configuration decisions, validate representative workflows and plan recovery access before a cutover or restrictive change.
Operational handover
Delivery includes configuration records, essential operating instructions and a review of remaining dependencies. Support windows, response expectations and follow-up work are agreed for the engagement.