Key questions to ask when setting SLOs

Service level objectives (SLOs) are essential for organizations to measure product reliability and ensure positive end-user experiences. They help businesses understand tradeoffs required to meet specific targets and set clear boundaries between teams. However, setting realistic SLOs is crucial as unrealistic standards can lead to burnout or disregard of the objectives. SLOs can determine issue severity, delineate component responsibilities, and guide business priorities. Collaboration between stakeholders like Customer Success Managers (CSMs) and engineers is vital for setting effective SLOs that align with business goals and technical capabilities. Defining "working" is crucial when creating SLOs, as it depends on the context and use case. Understanding user expectations and their level of performance acceptance helps determine what "working" means in a given scenario. By asking key questions and collaborating effectively, organizations can set effective SLOs to bolster service reliability.