88 lines
264 KiB
HTML
88 lines
264 KiB
HTML
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</script><link rel="alternate" type="application/rss+xml" title="Google Cloud" href="https://cloudblog.withgoogle.com/products/gcp/rss"><title>How we build good SLOs at Google | Google Cloud Blog</title><meta name="description" content="Dive deep into our best practices at Google on how we formulate good SLOs for our SLIs."><meta name="robots" content="max-image-preview:large"><meta property="og:title" content="How we build good SLOs at Google | Google Cloud Blog"><meta property="og:type" content="website"><meta property="og:url" content="https://cloud.google.com/blog/products/gcp/building-good-slos-cre-life-lessons"><meta property="og:image" content="https://storage.googleapis.com/gweb-cloudblog-publish/images/15_-_Google_Cloud_2fKuG6b.max-2600x2600.jpg"><meta property="og:description" content="Dive deep into our best practices at Google on how we formulate good SLOs for our SLIs."><meta property="og:site_name" content="Google Cloud Blog"><meta name="twitter:card" 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data-p="%.@."cloudblog","products/gcp/building-good-slos-cre-life-lessons","en"]" data-node-index="0;0" jsmodel="hc6Ubd" view c-wiz data-ogpc><div class="T4LgNb " jsname="a9kxte"><div jsname="qJTHM" class="kFwPee"><article class="nRhiJb-qJTHM" jsaction="rcuQ6b:npT2md" jscontroller="kxO7ab"><section class="nRhiJb-DARUcf"><div class="Wdmc0c nRhiJb-DbgRPb-wNfPc-cGMI2b"><div class="Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-qWD73c nRhiJb-BFbNVe-r8s4j-bMElCd dIsJJe" track-name="google cloud"track-type="tag">Google Cloud</div><div class="nRhiJb-ObfsIf"><div class="nRhiJb-kR0ZEf-OWXEXe-GV1x9e-R6PoUb"></div><div class="nRhiJb-kR0ZEf-OWXEXe-GV1x9e-EehZO nRhiJb-fmcmS-oXtfBe"><h1 class="Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-ibL1re"><div class="Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-ibL1re"><span class="FewWi"></span>Building good SLOs—CRE life lessons</div></h1></div></div><div class="nRhiJb-fmcmS-oXtfBe dEogG">October 23, 2017</div></div></section><div class="EKklye"><div class="nRhiJb-DARUcf ZWw7T"><div class="npzWPc"><div class="dzoHJ"><div class="nRhiJb-DX2B6 nRhiJb-DX2B6-OWXEXe-h30Snd"><div class="nRhiJb-j5y3u"><ul class="nRhiJb-Qijihe phRaUe" role="list"><li class="hpHPGf"><a class="nRhiJb-ARYxNe" href="https://x.com/intent/tweet?text=Building%20good%20SLOs—CRE%20life%20lessons%20@googlecloud&url=https://cloud.google.com/blog/products/gcp/building-good-slos-cre-life-lessons" track-name="x"track-type="social share"track-metadata-eventdetail="x.com/intent/tweet?text=Building good SLOs—CRE life lessons%20@googlecloud&url=cloud.google.com/blog/products/gcp/building-good-slos-cre-life-lessons"track-metadata-module="social icons" target="_blank" rel="noopener"><svg class="nRhiJb-Bz112c nRhiJb-Bz112c-OWXEXe-DX2B6 nRhiJb-Bz112c-OWXEXe-nSuQf" viewBox="0 0 24 24" role="presentation" aria-hidden="true" role="presentation" aria-hidden="true"><path d="M13.9,10.5L21.1,2h-1.7l-6.3,7.4L8,2H2.2l7.6,11.1L2.2,22h1.7l6.7-7.8L16,22h5.8L13.9,10.5L13.9,10.5z 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nRhiJb-kR0ZEf-OWXEXe-GV1x9e-OiUrBf" jsname="tx2NYc"><section class="Wy08Ac nRhiJb-qJTHM-OWXEXe-hJDwNd nRhiJb-DbgRPb-II5mzb-cGMI2b"><div jsaction="rcuQ6b:npT2md" jscontroller="M0Q3Qb" data-is-cws-richtext="true" class=" "><p>In a <a href="https://cloud.google.com/blog/products/devops-sre/availability-part-deux-cre-life-lessons" target="_blank">previous episode</a> of <a href="https://cloud.google.com/blog/topics/cre-life-lessons" target="_blank">CRE Life Lessons</a>, we discussed how choosing good service level indicators (SLIs) and service level objectives (SLOs) is critical for defining and measuring the reliability of your service. There’s also a whole <a href="https://sre.google/sre-book/service-level-objectives/" target="_blank">chapter in the SRE book</a> about this topic. In this episode, we’re going to get meta and go into more detail about some best practices we use at Google to formulate good SLOs for our SLIs.</p><p></p><h3>
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SLO musings </h3>
|
||
<br>SLOs are objectives that your business aspires to meet and intends to take action to defend; just remember, <a href="https://cloud.google.com/blog/products/devops-sre/availability-part-deux-cre-life-lessons" target="_blank">your SLOs are not your SLAs (service level agreements)</a>! You should pick SLOs that represent the most critical aspects of the user experience. If you meet an SLO, your users and your business should be happy. Conversely, if the system does not meet the SLO, that implies there are users who are being made unhappy!<p></p><p>Your business needs to be able to defend an endangered SLO by reducing the frequency of outages, or reducing the impact of outages when they occur. Some ways to do this might include: slowing down the rate at which you release new versions, or by implementing reliability improvements instead of features. All parts of your business need to acknowledge that these SLOs are valuable and should be defended through trade-offs. </p><p>Here are some important things to keep in mind when designing your SLOs:<br></p><ul>
|
||
<li>An SLO can be a useful tool for resolving meaningful uncertainty about what a team should be doing. The objective is a line in the sand between "we definitely need to work on this issue" and "we might not need to work on this issue." Therefore, don’t pick SLO targets that are higher than what you actually need, even if you happen to be meeting them now, as that reduces your flexibility to change things in the future, including trade offs against reliability, like development velocity.</li>
|
||
</ul>
|
||
<ul>
|
||
<li>Group queries into SLOs by user experience, rather than by specific product elements or internal implementation details. For example, direct responses to user action should be grouped into a different SLO than background or ancillary responses (e.g., thumbnails). Similarly, “read” operations (e.g., view product) should be grouped into a different SLO than lower volume but more important “write” ones (e.g., check out). Each SLO will likely have different availability and latency targets.</li>
|
||
</ul>
|
||
<ul>
|
||
<li>Be explicit about the scope of your SLOs and what they cover (which queries, which data objects) and under what conditions they are offered. Be sure to consider questions like whether or not to count invalid user requests as errors, or happens when a single client spams you with lots of requests.</li>
|
||
</ul>
|
||
<ul>
|
||
<li>Finally, though somewhat in tension with the above, keep your SLOs simple and specific. It’s better not to cover non-critical operations with an SLO than to dilute what you really care about. Gain experience with a small set of SLOs; launch and iterate!</li>
|
||
</ul>
|
||
<br><h3>
|
||
Example SLOs</h3>
|
||
<br><strong>Availability</strong><p></p><p>Here we're trying to answer the question "Was the service available to our user?" Our approach is to count the failures and known missed requests, and report the measurement as a percentage. Record errors from the first point that is in your control (e.g., data from your Load Balancer, not from the browser’s HTTP requests). For requests between microservices, record data from the client side, not the server side. </p><p>That leaves us with an SLO of the form:</p><p><strong>Availability</strong>: <em></em> will <em></em> for <em></em> for at least <<em>percentag</em>e> of requests in the<a><em> </em></a></p><p>For example . . .</p><p><strong>
|
||
Availability:</strong><a> </a><em>Node.js</em> will <em>respond with a non-503 within 30 seconds for browser pageviews</em> for at least 99.95% of requests in the <em>month</em>.</p><p>. . . and . . .</p><p><strong>Availability</strong><a>: </a><em>Node.js</em> will <em>respond with a non-503 within 60 seconds for mobile API calls</em> for at least 99.9% of requests in the <em>month</em>.</p><p>For requests that took longer than 30 seconds (60 second for mobile), the service might as well have been down, so they count against our availability SLO.</p><p><strong>Latency</strong></p><p>Latency is a measure of how well a service performed for our users. We count the number of queries that are slower than a threshold, and report them as a percentage of total queries. The best measurements are done as close to the client as possible, so measure latency at the Load Balancer for incoming web requests, and from the client not the server for requests between microservices.</p><p>For example . . .</p><p><strong>Latency</strong>: <em>Node.js</em> will respond within <em>250ms</em> for at least <em>50%</em> of requests in the month, and within <em>3000ms</em> for at least <em>99%</em> of requests in the <em>month</em>.</p><h3><b>Percentages are your friend . . .</b></h3>
|
||
Note that we expressed our latency SLI as a percentage: “percentage of requests with latency < 3000ms” with target of 99%, not “99th percentile latency in ms” with target “< 3000ms”. This keeps SLOs consistent and easy to understand, because they all have the same unit and the same range. Also, accurately computing percentiles across large data sets is hard, while counting the number of requests below a threshold is easy. You’ll likely want to monitor multiple thresholds (e.g., percentage of requests < 50ms, < 250ms, . . .), but having SLO targets of 99% for one threshold, and possibly 50% for another, is generally sufficient.<a><p></p></a><p>Avoid targeting average (mean) latency—it's almost never what you want. Averages can hide outliers, and sufficiently small values are indistinguishable from zero; users will not notice a difference between 50 ms and 250 ms for a full page response time, and thus they should be comparably good. There’s a big difference between an average of 250ms because all requests are taking 250ms, and an average of 250ms because 95% of requests are taking 1ms and 5% of requests are taking 5s.</p><p></p><h3>
|
||
<b>. . . except 100%</b></h3>
|
||
A target of 100% is impossible over any meaningful length of time. It’s also likely not necessary. SREs use SLOs to <a href="https://sre.google/sre-book/embracing-risk/" target="_blank">embrace risk</a>; the inverse of your SLO target is your error budget, and if your SLO target is 100% that means you have no error budget! In addition, SLOs are a tool for establishing team priorities—dividing top-priority work from work that's prioritized on a case-by-case basis. SLOs tend to lose their credibility if every individual failure is treated as a top priority.<p></p></div></section><section class="Wy08Ac nRhiJb-qJTHM-OWXEXe-hJDwNd nRhiJb-DbgRPb-II5mzb-cGMI2b"><div jsaction="rcuQ6b:npT2md" jscontroller="M0Q3Qb" data-is-cws-richtext="true" class=" "><p>Regardless of the SLO target that you eventually choose, the discussion is likely to be very interesting; be sure to capture the rationale for your chosen target for posterity.<br></p><p></p><h3>
|
||
Reporting</h3>
|
||
Report on your SLOs quarterly, and use quarterly aggregates to guide policies, particularly pager thresholds. Using shorter periods tends to shift focus to smaller, day-to-day issues, and away from the larger, infrequent issues that are more damaging. Any live reporting should use the same sliding window as the quarterly report, to avoid confusion; the published quarterly report is merely a snapshot of the live report.<p></p><p><strong>Example quarterly SLO summary</strong></p><p>This is how you might present the historical performance of your service against SLO, e.g., for a semi-annual service report, where the SLO period is one quarter:</p></div></section><section class="Wy08Ac nRhiJb-qJTHM-OWXEXe-hJDwNd nRhiJb-DbgRPb-II5mzb-cGMI2b"><div jsaction="rcuQ6b:npT2md" jscontroller="M0Q3Qb" data-is-cws-richtext="true" class=" "><p></p><table><tbody><tr><td>
|
||
SLO
|
||
</td><td>
|
||
Target
|
||
</td><td>
|
||
Q2
|
||
</td><td>
|
||
Q3
|
||
</td></tr><tr><td>
|
||
Web Availability
|
||
</td><td>
|
||
99.95%
|
||
</td><td>
|
||
99.92%
|
||
</td><td>
|
||
99.96%
|
||
</td></tr><tr><td>
|
||
Mobile Availability
|
||
</td><td>
|
||
99.9%
|
||
</td><td>
|
||
99.91%
|
||
</td><td>
|
||
99.97%
|
||
</td></tr><tr><td>
|
||
Latency ≤ 250ms
|
||
</td><td>
|
||
50%
|
||
</td><td>
|
||
74%
|
||
</td><td>
|
||
70%
|
||
</td></tr><tr><td>
|
||
Latency ≤ 3000ms
|
||
</td><td>
|
||
99%
|
||
</td><td>
|
||
99.4%
|
||
</td><td>
|
||
98.9%
|
||
</td></tr></tbody></table></div></section><section class="Wy08Ac nRhiJb-qJTHM-OWXEXe-hJDwNd nRhiJb-DbgRPb-II5mzb-cGMI2b"><div jsaction="rcuQ6b:npT2md" jscontroller="M0Q3Qb" data-is-cws-richtext="true" class=" "><p>For SLO-dependent policies such as paging alerts or freezing of releases when you’ve spent the error budget, use a sliding window shorter than a quarter. For example, you might trigger a page if you spent ≥1% of the quarterly error budget over the last four hours, or you might freeze releases if you spent ≥ ⅓ of the quarterly budget in the last 30 days.</p><p>Breakdowns of SLI performance (by region, by zone, by customer, by specific RPC, etc.) are useful for debugging and possibly for alerting, but aren’t usually necessary in the SLO definition or quarterly summary.
|
||
</p><p>Finally, be mindful about with whom you share your SLOs, especially early on. They can be a very useful tool for communicating expectations about your service, but the more broadly they are exposed the harder it is to change them.</p><p></p><h3>
|
||
Conclusion</h3>
|
||
<br>SLOs are a deep topic, but we’re often asked about handy rules of thumb people can use to start reasoning about them. The <a href="https://sre.google/sre-book/table-of-contents/" target="_blank">SRE book</a> has more on the topic, but if you start with these basic guidelines, you’ll be well on your way to avoiding the most common mistakes people make when starting with SLOs. Thanks for reading, we hope this post has been helpful. And as we say here at Google, may the queries flow, your SLOs be met and the pager stay silent!<p></p></div></section><section class="nRhiJb-kR0ZEf-OWXEXe-GV1x9e-uQSCkd nRhiJb-DbgRPb-II5mzb-cGMI2b"><div class="u2M0Kb"><a href="https://cloud.google.com/blog/products/devops-sre/sre-fundamentals-slis-slas-and-slos" class="w7DBpd" track-name="sre fundamentals: slis slas and slos"track-type="articlefeedblock"track-metadata-eventdetail="cloud.google.com/blog/products/devops-sre/sre-fundamentals-slis-slas-and-slos"><div class="odmDff "><div class="exDIId"><div class="Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-qWD73c nRhiJb-BFbNVe-r8s4j-bMElCd EQ9W8e nRhiJb-fmcmS-oXtfBe" track-name="google cloud"track-type="tag">Google Cloud</div><h5 class="Qwf2Db-MnozTc qPW6X nRhiJb-DbgRPb-R6PoUb-ma6Yeb Qwf2Db-MnozTc-OWXEXe-MnozTc-II5mzb">SRE fundamentals: SLIs, SLAs and SLOs</h5><p class="nRhiJb-qJTHM MQpQf">A big part of SRE is establishing and monitoring service-level metrics like SLOs, SLAs and SLIs. This post gives you an overview of what each of these acronyms are, what they mean, and how to use them.</p><p class="nRhiJb-cHYyed gh5m8">By Jay Judkowitz • 5-minute read</p></div><div class="OzOXWb"><section class="PBkdHd "><img class=" YwUks" src="https://storage.googleapis.com/gweb-cloudblog-publish/images/15_-_Google_Cloud_2fKuG6b.max-900x900.jpg" alt="https://storage.googleapis.com/gweb-cloudblog-publish/images/15_-_Google_Cloud_2fKuG6b.max-900x900.jpg" loading="lazy"/></section></div></div></a></div></section><section class="kcBhad"><section class="Fabbec"><span class="WrMNjb">Posted in</span><ul class="FzXI4e"><li class="I4B51b"><a href="https://cloud.google.com/blog/products/gcp" track-metadata-position="body"track-metadata-eventdetail="cloud.google.com/blog/products/gcp"track-metadata-module="tag list"track-metadata-module_headline="posted in">Google Cloud</a></li><li class="I4B51b"><a href="https://cloud.google.com/blog/products/devops-sre" track-metadata-position="body"track-metadata-eventdetail="cloud.google.com/blog/products/devops-sre"track-metadata-module="tag list"track-metadata-module_headline="posted in">DevOps & SRE</a></li></ul></section></section></div></div></div></div></div><section class="nRhiJb-DARUcf " track-metadata-module="related articles" track-metadata-module_headline="related articles"><div class="nRhiJb-DbgRPb-c5RTEf-ma6Yeb nRhiJb-DbgRPb-wNfPc-cGMI2b"><h5 class="Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-wNfPc nRhiJb-DbgRPb-II5mzb-cGMI2b">Related articles</h5><section class="m9cUGf HGev3 nJD2Qe nRhiJb-ObfsIf"><div class=" QaGyvd nRhiJb-kR0ZEf-OWXEXe-GV1x9e-c5RTEf nRhiJb-kR0ZEf-OWXEXe-GV1x9e-qWD73c-V2iZpe"><div class="mA0uBe"><a href="https://cloud.google.com/blog/topics/inside-google-cloud/whats-new-google-cloud" class="lD2oe" track-name="what’s new with google cloud"track-type="card"track-metadata-eventdetail="cloud.google.com/blog/topics/inside-google-cloud/whats-new-google-cloud"><div class="AhkbS "><div class="hqnDEf"><section class="PBkdHd "><img class=" D5RK8d" src="https://storage.googleapis.com/gweb-cloudblog-publish/images/whats_new_2026_CfhxFWX.max-700x700.jpg" alt="https://storage.googleapis.com/gweb-cloudblog-publish/images/whats_new_2026_CfhxFWX.max-700x700.jpg" loading="lazy"/></section></div><div class="JUOx5b"><div class="Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-qWD73c nRhiJb-DbgRPb-c5RTEf-ma6Yeb nRhiJb-BFbNVe-r8s4j-bMElCd FI6Gl nRhiJb-fmcmS-oXtfBe" track-name="inside google cloud"track-type="tag">Inside Google Cloud</div><h3 class="Qwf2Db-MnozTc HGFKtc Qwf2Db-MnozTc-OWXEXe-MnozTc-wNfPc">What’s new with Google Cloud</h3><p class="nRhiJb-cHYyed dTIXyb nRhiJb-DbgRPb-R6PoUb-ma6Yeb">By Google Cloud Content & Editorial • 39-minute read</p></div></div></a></div></div><div class=" QaGyvd nRhiJb-kR0ZEf-OWXEXe-GV1x9e-c5RTEf nRhiJb-kR0ZEf-OWXEXe-GV1x9e-qWD73c-V2iZpe"><div class="mA0uBe"><a href="https://cloud.google.com/blog/products/ai-machine-learning/what-google-cloud-announced-in-ai-this-month" class="lD2oe" track-name="what google cloud announced in ai this month"track-type="card"track-metadata-eventdetail="cloud.google.com/blog/products/ai-machine-learning/what-google-cloud-announced-in-ai-this-month"><div class="AhkbS "><div class="hqnDEf"><section class="PBkdHd "><img class=" D5RK8d" src="https://storage.googleapis.com/gweb-cloudblog-publish/images/google_ai_this_month.max-700x700.jpg" alt="https://storage.googleapis.com/gweb-cloudblog-publish/images/google_ai_this_month.max-700x700.jpg" loading="lazy"/></section></div><div class="JUOx5b"><div class="Qwf2Db-MnozTc Qwf2Db-MnozTc-OWXEXe-MnozTc-qWD73c nRhiJb-DbgRPb-c5RTEf-ma6Yeb nRhiJb-BFbNVe-r8s4j-bMElCd FI6Gl nRhiJb-fmcmS-oXtfBe" track-name="ai & machine learning"track-type="tag">AI & Machine Learning</div><h3 class="Qwf2Db-MnozTc HGFKtc Qwf2Db-MnozTc-OWXEXe-MnozTc-wNfPc">What Google Cloud announced in AI this month</h3><p class="nRhiJb-cHYyed dTIXyb nRhiJb-DbgRPb-R6PoUb-ma6Yeb">By Andrea Morange • 27-minute read</p></div></div></a></div></div><div class=" QaGyvd nRhiJb-kR0ZEf-OWXEXe-GV1x9e-c5RTEf nRhiJb-kR0ZEf-OWXEXe-GV1x9e-qWD73c-V2iZpe"><div class="mA0uBe"><a href="https://cloud.google.com/blog/products/ai-machine-learning/what-google-cloud-announced-in-ai-this-month-2025" class="lD2oe" track-name="what google cloud announced in ai this month - 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,[[1714257,106551328,97656895,98225186,105993283,97493634,97493656,105739268,106032101,105901316,106088277,98073360,97785984,97442195,1706538,48554501,106242883,106058902,106565539,105763536,97535270,48489819,97656881,105993269,97493620,97493642,105739254,98073330,97785970,97442181],null,null,null,null,true],];</script><script class="ds:0" nonce="97ymLMdV7nrGAUYva9deRg">AF_initDataCallback({key: 'ds:0', hash: '1', data:[["How we build good SLOs at Google","Dive deep into our best practices at Google on how we formulate good SLOs for our SLIs.",[1508802300],"https://storage.googleapis.com/gweb-cloudblog-publish/images/15_-_Google_Cloud_2fKuG6b.max-2600x2600.jpg","https://cloud.google.com/blog/products/gcp/building-good-slos-cre-life-lessons",[1536352806,510177000],"blog.articlepage",null,"/api/w_v2/pages/36778/","building-good-slos-cre-life-lessons",36778],[["Robert van Gent","Site Reliability Engineer"]],[null,"\u003cscript type\u003d\"application/ld+json\"\u003e{\"@context\":\"https://schema.org\",\"@type\":\"BlogPosting\",\"@id\":\"https://cloud.google.com/blog/products/gcp/building-good-slos-cre-life-lessons\",\"headline\":\"How we build good SLOs at Google\",\"description\":\"Dive deep into our best practices at Google on how we formulate good SLOs for our SLIs.\",\"image\":\"https://storage.googleapis.com/gweb-cloudblog-publish/images/15_-_Google_Cloud_2fKuG6b.max-2600x2600.jpg\",\"author\":[{\"@type\":\"Person\",\"name\":\"Robert van Gent\",\"url\":\"\"}],\"datePublished\":\"2017-10-23\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Google Cloud\",\"logo\":{\"@type\":\"ImageObject\",\"url\":\"https://www.gstatic.com/cgc/google-cloud-logo.svg\"}},\"url\":\"https://cloud.google.com/blog/products/gcp/building-good-slos-cre-life-lessons\",\"keywords\":[\"Google Cloud\",\"DevOps \\u0026 SRE\"],\"timeRequired\":\"PT6M\"}\u003c/script\u003e"],["Building good SLOs—CRE life lessons"],null,null,[[null,null,[null,[null,"\u003cp\u003eIn a \u003ca href\u003d\"https://cloud.google.com/blog/products/devops-sre/availability-part-deux-cre-life-lessons\" target\u003d\"_blank\"\u003eprevious episode\u003c/a\u003e of \u003ca href\u003d\"https://cloud.google.com/blog/topics/cre-life-lessons\" target\u003d\"_blank\"\u003eCRE Life Lessons\u003c/a\u003e, we discussed how choosing good service level indicators (SLIs) and service level objectives (SLOs) is critical for defining and measuring the reliability of your service. There’s also a whole \u003ca href\u003d\"https://sre.google/sre-book/service-level-objectives/\" target\u003d\"_blank\"\u003echapter in the SRE book\u003c/a\u003e about this topic. In this episode, we’re going to get meta and go into more detail about some best practices we use at Google to formulate good SLOs for our SLIs.\u003c/p\u003e\u003cp\u003e\u003c/p\u003e\u003ch3\u003e\nSLO musings \u003c/h3\u003e\n\u003cbr\u003eSLOs are objectives that your business aspires to meet and intends to take action to defend; just remember, \u003ca href\u003d\"https://cloud.google.com/blog/products/devops-sre/availability-part-deux-cre-life-lessons\" target\u003d\"_blank\"\u003eyour SLOs are not your SLAs (service level agreements)\u003c/a\u003e! You should pick SLOs that represent the most critical aspects of the user experience. If you meet an SLO, your users and your business should be happy. Conversely, if the system does not meet the SLO, that implies there are users who are being made unhappy!\u003cp\u003e\u003c/p\u003e\u003cp\u003eYour business needs to be able to defend an endangered SLO by reducing the frequency of outages, or reducing the impact of outages when they occur. Some ways to do this might include: slowing down the rate at which you release new versions, or by implementing reliability improvements instead of features. All parts of your business need to acknowledge that these SLOs are valuable and should be defended through trade-offs. \u003c/p\u003e\u003cp\u003eHere are some important things to keep in mind when designing your SLOs:\u003cbr\u003e\u003c/p\u003e\u003cul\u003e\n\u003cli\u003eAn SLO can be a useful tool for resolving meaningful uncertainty about what a team should be doing. The objective is a line in the sand between \"we definitely need to work on this issue\" and \"we might not need to work on this issue.\" Therefore, don’t pick SLO targets that are higher than what you actually need, even if you happen to be meeting them now, as that reduces your flexibility to change things in the future, including trade offs against reliability, like development velocity.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cul\u003e\n\u003cli\u003eGroup queries into SLOs by user experience, rather than by specific product elements or internal implementation details. For example, direct responses to user action should be grouped into a different SLO than background or ancillary responses (e.g., thumbnails). Similarly, “read” operations (e.g., view product) should be grouped into a different SLO than lower volume but more important “write” ones (e.g., check out). Each SLO will likely have different availability and latency targets.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cul\u003e\n\u003cli\u003eBe explicit about the scope of your SLOs and what they cover (which queries, which data objects) and under what conditions they are offered. Be sure to consider questions like whether or not to count invalid user requests as errors, or happens when a single client spams you with lots of requests.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cul\u003e\n\u003cli\u003eFinally, though somewhat in tension with the above, keep your SLOs simple and specific. It’s better not to cover non-critical operations with an SLO than to dilute what you really care about. Gain experience with a small set of SLOs; launch and iterate!\u003c/li\u003e\n\u003c/ul\u003e\n\u003cbr\u003e\u003ch3\u003e\nExample SLOs\u003c/h3\u003e\n\u003cbr\u003e\u003cstrong\u003eAvailability\u003c/strong\u003e\u003cp\u003e\u003c/p\u003e\u003cp\u003eHere we're trying to answer the question \"Was the service available to our user?\" Our approach is to count the failures and known missed requests, and report the measurement as a percentage. Record errors from the first point that is in your control (e.g., data from your Load Balancer, not from the browser’s HTTP requests). For requests between microservices, record data from the client side, not the server side. \u003c/p\u003e\u003cp\u003eThat leaves us with an SLO of the form:\u003c/p\u003e\u003cp\u003e\u003cstrong\u003eAvailability\u003c/strong\u003e: \u003cem\u003e\u003c/em\u003e will \u003cem\u003e\u003c/em\u003e for \u003cem\u003e\u003c/em\u003e for at least \u0026lt;\u003cem\u003epercentag\u003c/em\u003ee\u0026gt; of requests in the\u003ca\u003e\u003cem\u003e \u003c/em\u003e\u003c/a\u003e\u003c/p\u003e\u003cp\u003eFor example . . .\u003c/p\u003e\u003cp\u003e\u003cstrong\u003e\nAvailability:\u003c/strong\u003e\u003ca\u003e \u003c/a\u003e\u003cem\u003eNode.js\u003c/em\u003e will \u003cem\u003erespond with a non-503 within 30 seconds for browser pageviews\u003c/em\u003e for at least 99.95% of requests in the \u003cem\u003emonth\u003c/em\u003e.\u003c/p\u003e\u003cp\u003e. . . and . . .\u003c/p\u003e\u003cp\u003e\u003cstrong\u003eAvailability\u003c/strong\u003e\u003ca\u003e: \u003c/a\u003e\u003cem\u003eNode.js\u003c/em\u003e will \u003cem\u003erespond with a non-503 within 60 seconds for mobile API calls\u003c/em\u003e for at least 99.9% of requests in the \u003cem\u003emonth\u003c/em\u003e.\u003c/p\u003e\u003cp\u003eFor requests that took longer than 30 seconds (60 second for mobile), the service might as well have been down, so they count against our availability SLO.\u003c/p\u003e\u003cp\u003e\u003cstrong\u003eLatency\u003c/strong\u003e\u003c/p\u003e\u003cp\u003eLatency is a measure of how well a service performed for our users. We count the number of queries that are slower than a threshold, and report them as a percentage of total queries. The best measurements are done as close to the client as possible, so measure latency at the Load Balancer for incoming web requests, and from the client not the server for requests between microservices.\u003c/p\u003e\u003cp\u003eFor example . . .\u003c/p\u003e\u003cp\u003e\u003cstrong\u003eLatency\u003c/strong\u003e: \u003cem\u003eNode.js\u003c/em\u003e will respond within \u003cem\u003e250ms\u003c/em\u003e for at least \u003cem\u003e50%\u003c/em\u003e of requests in the month, and within \u003cem\u003e3000ms\u003c/em\u003e for at least \u003cem\u003e99%\u003c/em\u003e of requests in the \u003cem\u003emonth\u003c/em\u003e.\u003c/p\u003e\u003ch3\u003e\u003cb\u003ePercentages are your friend . . .\u003c/b\u003e\u003c/h3\u003e\nNote that we expressed our latency SLI as a percentage: “percentage of requests with latency \u0026lt; 3000ms” with target of 99%, not “99th percentile latency in ms” with target “\u0026lt; 3000ms”. This keeps SLOs consistent and easy to understand, because they all have the same unit and the same range. Also, accurately computing percentiles across large data sets is hard, while counting the number of requests below a threshold is easy. You’ll likely want to monitor multiple thresholds (e.g., percentage of requests \u0026lt; 50ms, \u0026lt; 250ms, . . .), but having SLO targets of 99% for one threshold, and possibly 50% for another, is generally sufficient.\u003ca\u003e\u003cp\u003e\u003c/p\u003e\u003c/a\u003e\u003cp\u003eAvoid targeting average (mean) latency—it's almost never what you want. Averages can hide outliers, and sufficiently small values are indistinguishable from zero; users will not notice a difference between 50 ms and 250 ms for a full page response time, and thus they should be comparably good. There’s a big difference between an average of 250ms because all requests are taking 250ms, and an average of 250ms because 95% of requests are taking 1ms and 5% of requests are taking 5s.\u003c/p\u003e\u003cp\u003e\u003c/p\u003e\u003ch3\u003e\n\u003cb\u003e. . . except 100%\u003c/b\u003e\u003c/h3\u003e\nA target of 100% is impossible over any meaningful length of time. It’s also likely not necessary. SREs use SLOs to \u003ca href\u003d\"https://sre.google/sre-book/embracing-risk/\" target\u003d\"_blank\"\u003eembrace risk\u003c/a\u003e; the inverse of your SLO target is your error budget, and if your SLO target is 100% that means you have no error budget! In addition, SLOs are a tool for establishing team priorities—dividing top-priority work from work that's prioritized on a case-by-case basis. SLOs tend to lose their credibility if every individual failure is treated as a top priority.\u003cp\u003e\u003c/p\u003e"]]],[null,null,[null,[null,"\u003cp\u003eRegardless of the SLO target that you eventually choose, the discussion is likely to be very interesting; be sure to capture the rationale for your chosen target for posterity.\u003cbr\u003e\u003c/p\u003e\u003cp\u003e\u003c/p\u003e\u003ch3\u003e\nReporting\u003c/h3\u003e\nReport on your SLOs quarterly, and use quarterly aggregates to guide policies, particularly pager thresholds. Using shorter periods tends to shift focus to smaller, day-to-day issues, and away from the larger, infrequent issues that are more damaging. Any live reporting should use the same sliding window as the quarterly report, to avoid confusion; the published quarterly report is merely a snapshot of the live report.\u003cp\u003e\u003c/p\u003e\u003cp\u003e\u003cstrong\u003eExample quarterly SLO summary\u003c/strong\u003e\u003c/p\u003e\u003cp\u003eThis is how you might present the historical performance of your service against SLO, e.g., for a semi-annual service report, where the SLO period is one quarter:\u003c/p\u003e"]]],[null,null,[null,[null,"\u003cp\u003e\u003c/p\u003e\u003ctable\u003e\u003ctbody\u003e\u003ctr\u003e\u003ctd\u003e\nSLO\n\u003c/td\u003e\u003ctd\u003e\nTarget\n\u003c/td\u003e\u003ctd\u003e\nQ2\n\u003c/td\u003e\u003ctd\u003e\nQ3\n\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\nWeb Availability\n\u003c/td\u003e\u003ctd\u003e\n99.95%\n\u003c/td\u003e\u003ctd\u003e\n99.92%\n\u003c/td\u003e\u003ctd\u003e\n99.96%\n\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\nMobile Availability\n\u003c/td\u003e\u003ctd\u003e\n99.9%\n\u003c/td\u003e\u003ctd\u003e\n99.91%\n\u003c/td\u003e\u003ctd\u003e\n99.97%\n\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\nLatency ≤ 250ms\n\u003c/td\u003e\u003ctd\u003e\n50%\n\u003c/td\u003e\u003ctd\u003e\n74%\n\u003c/td\u003e\u003ctd\u003e\n70%\n\u003c/td\u003e\u003c/tr\u003e\u003ctr\u003e\u003ctd\u003e\nLatency ≤ 3000ms\n\u003c/td\u003e\u003ctd\u003e\n99%\n\u003c/td\u003e\u003ctd\u003e\n99.4%\n\u003c/td\u003e\u003ctd\u003e\n98.9%\n\u003c/td\u003e\u003c/tr\u003e\u003c/tbody\u003e\u003c/table\u003e"]]],[null,null,[null,[null,"\u003cp\u003eFor SLO-dependent policies such as paging alerts or freezing of releases when you’ve spent the error budget, use a sliding window shorter than a quarter. For example, you might trigger a page if you spent ≥1% of the quarterly error budget over the last four hours, or you might freeze releases if you spent ≥ ⅓ of the quarterly budget in the last 30 days.\u003c/p\u003e\u003cp\u003eBreakdowns of SLI performance (by region, by zone, by customer, by specific RPC, etc.) are useful for debugging and possibly for alerting, but aren’t usually necessary in the SLO definition or quarterly summary.\n\u003c/p\u003e\u003cp\u003eFinally, be mindful about with whom you share your SLOs, especially early on. They can be a very useful tool for communicating expectations about your service, but the more broadly they are exposed the harder it is to change them.\u003c/p\u003e\u003cp\u003e\u003c/p\u003e\u003ch3\u003e\nConclusion\u003c/h3\u003e\n\u003cbr\u003eSLOs are a deep topic, but we’re often asked about handy rules of thumb people can use to start reasoning about them. The \u003ca href\u003d\"https://sre.google/sre-book/table-of-contents/\" target\u003d\"_blank\"\u003eSRE book\u003c/a\u003e has more on the topic, but if you start with these basic guidelines, you’ll be well on your way to avoiding the most common mistakes people make when starting with SLOs. Thanks for reading, we hope this post has been helpful. And as we say here at Google, may the queries flow, your SLOs be met and the pager stay silent!\u003cp\u003e\u003c/p\u003e"]]],[null,null,null,null,null,null,null,[["Google Cloud","SRE fundamentals: SLIs, SLAs and SLOs","A big part of SRE is establishing and monitoring service-level metrics like SLOs, SLAs and SLIs. This post gives you an overview of what each of these acronyms are, what they mean, and how to use them.",["https://storage.googleapis.com/gweb-cloudblog-publish/images/15_-_Google_Cloud_2fKuG6b.max-900x900.jpg","https://storage.googleapis.com/gweb-cloudblog-publish/images/15_-_Google_Cloud_2fKuG6b.max-500x500.jpg 410w, https://storage.googleapis.com/gweb-cloudblog-publish/images/15_-_Google_Cloud_2fKuG6b.max-900x900.jpg 820w"," 410px, 820px","https://storage.googleapis.com/gweb-cloudblog-publish/images/15_-_Google_Cloud_2fKuG6b.max-900x900.jpg"],null,5,null,"https://cloud.google.com/blog/products/devops-sre/sre-fundamentals-slis-slas-and-slos",null,1,[["Jay Judkowitz","Senior Product Manager"],["Mark Carter","Group Product Manager"]],null,"37509"]]]],[["Inside Google Cloud","What’s new with Google Cloud","Find our newest updates, announcements, resources, events, learning opportunities, and more in one handy 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https://storage.googleapis.com/gweb-cloudblog-publish/images/google_ai_this_month.max-700x700.jpg 648w"," 324px, 648px","https://storage.googleapis.com/gweb-cloudblog-publish/images/google_ai_this_month.max-700x700.jpg"],null,27,null,"https://cloud.google.com/blog/products/ai-machine-learning/what-google-cloud-announced-in-ai-this-month",null,1,[["Andrea Morange","Editor, Google Cloud"]],null,"56017"],["AI \u0026 Machine Learning","What Google Cloud announced in AI this month - 2025","Learn about the latest announcements, innovations, and guides when it comes to Google Cloud AI.",["https://storage.googleapis.com/gweb-cloudblog-publish/images/monthly_ai_news.max-700x700.png","https://storage.googleapis.com/gweb-cloudblog-publish/images/monthly_ai_news.max-400x400.png 324w, https://storage.googleapis.com/gweb-cloudblog-publish/images/monthly_ai_news.max-700x700.png 648w"," 324px, 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