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<title data-rh="true">Service Level Agreement - Alex Ewerlöf Notes</title>
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<meta data-rh="true" name="theme-color" content="#001426"/><meta data-rh="true" property="og:type" content="article"/><meta data-rh="true" property="og:title" content="Service Level Agreement"/><meta data-rh="true" name="twitter:title" content="Service Level Agreement"/><meta data-rh="true" name="description" content="Learn the basics of service level agreement (SLA) in relation to the serivce level objective (SLO) and service level indicators (SLI). Focused on the accurate definitions of these terms in SRE, this article digs deep into why service providers offer an SLA with plenty of examples."/><meta data-rh="true" property="og:description" content="Introduction to the SLA in relation to SLI and SLO"/><meta data-rh="true" name="twitter:description" content="Introduction to the SLA in relation to SLI and SLO"/><meta data-rh="true" property="og:image" content="https://substackcdn.com/image/fetch/$s_!2fBY!,w_1200,h_675,c_fill,f_jpg,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png"/><meta data-rh="true" name="twitter:image" content="https://substackcdn.com/image/fetch/$s_!7EX5!,f_auto,q_auto:best,fl_progressive:steep/https%3A%2F%2Falexewerlof.substack.com%2Fapi%2Fv1%2Fpost_preview%2F142293706%2Ftwitter.jpg%3Fversion%3D4"/><meta data-rh="true" name="twitter:card" content="summary_large_image"/><meta data-rh="true" property="article:modified_time" content="2025-06-21T09:00:07.192Z"/>
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Engineering</a></div><h1 dir="auto" class="post-title published title-X77sOw">Service Level Agreement</h1><h3 dir="auto" class="subtitle subtitle-HEEcLo">Introduction to the SLA in relation to SLI and SLO</h3><div aria-label="Post UFI" role="region" class="pencraft pc-display-flex pc-flexDirection-column pc-paddingBottom-16 pc-reset"><div class="pencraft pc-display-flex pc-paddingTop-16 pc-paddingBottom-16 pc-justifyContent-space-between pc-alignItems-center pc-reset"><div class="pencraft pc-display-flex pc-gap-12 pc-alignItems-center pc-reset byline-wrapper"><div class="pencraft pc-display-flex pc-reset"><div class="pencraft pc-display-flex pc-flexDirection-row pc-gap-8 pc-alignItems-center pc-justifyContent-flex-start pc-reset"><div style="--scale:36px;--offset:9px;--border-width:4.5px;" class="pencraft pc-display-flex pc-flexDirection-row pc-alignItems-center pc-justifyContent-flex-start pc-reset ltr-qDBmby"><a href="https://substack.com/@alexewerlof" aria-label="View Alex Ewerlöf's 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class="label">Share</div></button></div></div></div></div><div class="visibility-check"></div><div><div class="dt-post-body"><div class="available-content"><div dir="auto" class="body markup"><p>SLA stands for Service Level Agreement. Its primary purpose is to communicate a reliability guarantee towards external service consumers.</p><p>This post uses illustrations and examples to:</p><ul><li><p>Define SLA in relation to SLI and SLO</p></li><li><p>The 3 conditions that must be met to have an SLA</p></li><li><p>Structure of an SLA document (how to read or write it)</p></li></ul><p>We then close with comparing how SLA is used in SRE vs ITIL.</p><div data-component-name="SubscribeWidget" class="subscribe-widget"><div class="pencraft pc-display-flex pc-justifyContent-center pc-reset"><div class="container-IpPqBD"><form action="/api/v1/free?nojs=true" method="post" novalidate class="form form-M5sC90"><input type="hidden" name="first_url" value/><input type="hidden" name="first_referrer" value/><input type="hidden" name="current_url"/><input type="hidden" name="current_referrer"/><input type="hidden" name="first_session_url" value/><input type="hidden" name="first_session_referrer" value/><input type="hidden" name="referral_code"/><input type="hidden" name="source" value="subscribe-widget"/><input type="hidden" name="referring_pub_id"/><input type="hidden" name="additional_referring_pub_ids"/><input type="hidden" name="source_post_id" value="142293706"/><div class="sideBySideWrap-vGXrwP"><div class="emailInputWrapper-QlA86j"><div class="pencraft pc-display-flex pc-minWidth-0 pc-position-relative pc-reset flex-auto-j3S2WA"><input name="email" placeholder="Type your email..." type="email" class="pencraft emailInput-OkIMeB input-y4v6N4 inputText-pV_yWb"/></div></div><button tabindex="0" type="submit" disabled class="pencraft pc-reset pencraft rightButton primary subscribe-btn button-VFSdkv buttonBase-GK1x3M"><span class="button-text ">Subscribe</span></button></div><div id="error-container"></div></form></div></div></div><h2 class="header-anchor-post">The basics<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§the-basics" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/142293706/the-basics" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!2fBY!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!2fBY!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 424w, https://substackcdn.com/image/fetch/$s_!2fBY!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 848w, https://substackcdn.com/image/fetch/$s_!2fBY!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 1272w, https://substackcdn.com/image/fetch/$s_!2fBY!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!2fBY!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png" width="1038" height="886" data-attrs="{"src":"https://substack-post-media.s3.amazonaws.com/public/images/366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":886,"width":1038,"resizeWidth":null,"bytes":130454,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":false,"topImage":true,"internalRedirect":"https://blog.alexewerlof.com/i/142293706?img=https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png","isProcessing":false,"align":null,"offset":false}" alt srcset="https://substackcdn.com/image/fetch/$s_!2fBY!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 424w, https://substackcdn.com/image/fetch/$s_!2fBY!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 848w, https://substackcdn.com/image/fetch/$s_!2fBY!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 1272w, https://substackcdn.com/image/fetch/$s_!2fBY!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 1456w" sizes="100vw" fetchpriority="high" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><p>SLA builds on top of what we have already covered:</p><ul><li><p><strong><a href="https://blog.alexewerlof.com/p/sli">SLI</a><span>:</span></strong><span> Service Level Indicator → these are just metrics that show how the service consumer perceives reliability of our </span><a href="https://blog.alexewerlof.com/p/service">service</a><span> (not to be confused with microservice or a backend, in Service Level model, a </span><em>service</em><span> refers to a capability or solution for a customer problem).</span></p></li><li><p><a href="https://blog.alexewerlof.com/p/sls">SLS</a><span>: Service Level Status → is the actual value of the indicator in a given time period. If SLI specifies the formula, SLS puts the actual values in it to quantify the reliability and performance of the service.</span></p></li><li><p><strong><a href="https://blog.alexewerlof.com/p/slo">SLO</a><span>:</span></strong><span> Service Level Objective → these set the targets for those metrics in a period of time (like 30 days). More specifically, what’s the acceptable percentage of good events or timeslots in a given period?</span></p></li><li><p><strong>SLA:</strong><span> Service Level Agreement → these are legal agreements typically with financial consequences. This is often the source of confusion and the main reason this article exists.</span></p></li></ul><p>In other words, SLA contains SLI and SLO.</p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!FfPG!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!FfPG!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png 424w, https://substackcdn.com/image/fetch/$s_!FfPG!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png 848w, https://substackcdn.com/image/fetch/$s_!FfPG!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png 1272w, https://substackcdn.com/image/fetch/$s_!FfPG!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!FfPG!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png" width="973" height="804" data-attrs="{"src":"https://substack-post-media.s3.amazonaws.com/public/images/23443f28-3f58-474f-89b1-218015cecdca_973x804.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":804,"width":973,"resizeWidth":null,"bytes":84407,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":"https://blog.alexewerlof.com/i/142293706?img=https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png","isProcessing":false,"align":null,"offset":false}" alt srcset="https://substackcdn.com/image/fetch/$s_!FfPG!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png 424w, https://substackcdn.com/image/fetch/$s_!FfPG!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png 848w, https://substackcdn.com/image/fetch/$s_!FfPG!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png 1272w, https://substackcdn.com/image/fetch/$s_!FfPG!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><h2 class="header-anchor-post">SLA in the context of SRE<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§sla-in-the-context-of-sre" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/142293706/sla-in-the-context-of-sre" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p><span>Here is </span><a href="https://sre.google/sre-book/service-level-objectives/">how Google SRE book defines it</a><span>:</span></p><blockquote><p><span>… SLAs are service level agreements: an explicit or implicit </span><strong>contract</strong><span> with your users that includes </span><strong>consequences</strong><span> of meeting (or missing) the SLOs they </span><strong>contain</strong><span>.</span></p></blockquote><p><span>The </span><em>agreement</em><span> aspect of SLA refers to a legally binding contract not just a handshake between teams (that’s where an internal </span><a href="https://blog.alexewerlof.com/p/slo">SLO</a><span> usually stops).</span></p><div data-component-name="DigestPostEmbed" class="digestPostEmbed-flwiST"><a href="https://blog.alexewerlof.com/p/sla-vs-slo" rel="noopener" target="_blank"><div class="pencraft pc-display-flex pc-gap-16 pc-reset"><div style="width:70px;height:70px;" class="pencraft pc-reset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!qkOK!,w_140,h_140,c_fill,f_webp,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Faf7976ea-5a03-409c-b1a1-7ba79686a90a_981x831.png"/><img src="https://substackcdn.com/image/fetch/$s_!qkOK!,w_140,h_140,c_fill,f_auto,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Faf7976ea-5a03-409c-b1a1-7ba79686a90a_981x831.png" sizes="100vw" alt="SLA vs SLO" width="140" height="140" class="img-OACg1c smSquare-NGbPBa pencraft pc-reset"/></picture></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset"><h4 class="pencraft pc-reset color-pub-primary-text-NyXPlw line-height-24-jnGwiv font-display-nhmvtD size-20-P_cSRT weight-bold-DmI9lw reset-IxiVJZ">SLA vs SLO</h4><div class="pencraft pc-display-flex pc-gap-4 pc-alignItems-center pc-reset"><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA"><a href="https://substack.com/profile/87732486-alex-ewerlof" class="inheritColor-WetTGJ">Alex Ewerlöf</a></div><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T reset-IxiVJZ">·</div><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA">June 21, 2025</div></div><div class="pencraft pc-display-flex pc-gap-16 pc-paddingTop-0 pc-paddingBottom-0 pc-alignItems-center pc-reset"><a href="https://blog.alexewerlof.com/p/sla-vs-slo" class="pencraft pc-reset align-center-y7ZD4w line-height-20-t4M0El font-text-qe4AeH size-13-hZTUKr weight-medium-fw81nC reset-IxiVJZ"><div class="pencraft pc-display-flex pc-gap-8 pc-alignItems-center pc-reset link-HREYZo"><span class="pencraft pc-reset color-accent-BVX_7M line-height-20-t4M0El font-text-qe4AeH size-14-MLPa7j weight-semibold-uqA4FV reset-IxiVJZ">Read full story</span><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-arrow-right"><path d="M5 12h14"></path><path d="m12 5 7 7-7 7"></path></svg></div></a></div></div></div></a></div><p>To reduce ambiguity, the book offers a simple litmus test:</p><blockquote><p><span>An easy way to tell the difference between an [internal] SLO and an SLA is to ask "</span><em>what happens if the SLOs aren’t met</em><span>?": if there is no explicit consequence, then you are almost certainly looking at an SLO.</span></p></blockquote><p>And here is an example to solidify the difference:</p><blockquote><p>Google Search is an example of an important service that doesn’t have an SLA for the public: we want everyone to use Search as fluidly and efficiently as possible, but we haven’t signed a contract with the whole world. Even so, there are still consequences if Search isn’t available—unavailability results in a hit to our reputation, as well as a drop in advertising revenue. Many other Google services, such as Google for Work, do have explicit SLAs with their users. Whether or not a particular service has an SLA, it’s valuable to define SLIs and SLOs and use them to manage the service”</p></blockquote><p>SLA is a legal layer on top of a high level SLI and a more serious SLO.</p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!SEjo!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!SEjo!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 424w, https://substackcdn.com/image/fetch/$s_!SEjo!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 848w, https://substackcdn.com/image/fetch/$s_!SEjo!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 1272w, https://substackcdn.com/image/fetch/$s_!SEjo!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!SEjo!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png" width="998" height="963" data-attrs="{"src":"https://substack-post-media.s3.amazonaws.com/public/images/39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":963,"width":998,"resizeWidth":null,"bytes":98818,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":"https://blog.alexewerlof.com/i/142293706?img=https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png","isProcessing":false,"align":null,"offset":false}" alt srcset="https://substackcdn.com/image/fetch/$s_!SEjo!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 424w, https://substackcdn.com/image/fetch/$s_!SEjo!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 848w, https://substackcdn.com/image/fetch/$s_!SEjo!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 1272w, https://substackcdn.com/image/fetch/$s_!SEjo!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><p><span>In </span><a href="https://cloud.google.com/blog/products/devops-sre/sre-fundamentals-slis-slas-and-slos">SRE fundamentals</a><span>, Google Cloud PMs </span><strong>Jay Judkowitz </strong><span>and </span><strong>Mark Carter</strong><span> mention:</span></p><blockquote><p>At Google, we distinguish between an SLO and a Service-Level Agreement (SLA). An SLA normally involves a promise to someone using your service that its availability SLO should meet a certain level over a certain period, and if it fails to do so then some kind of penalty will be paid.</p><p>This might be a partial refund of the service subscription fee paid by customers for that period, or additional subscription time added for free. The concept is that going out of SLO is going to hurt the service team, so they will push hard to stay within SLO.</p><p>If you’re charging your customers money, you will probably need an SLA.</p></blockquote><p>The purpose of the SLA is to build trust with key service consumers and stakeholders. It shows that the service provider is serious enough to compensate for a service disruption. 🤑 SLA provides consumers with leverage to hold the service provider accountable for service degradation. 🔨</p><p>Not every consumer has an SLA though.</p><blockquote><p><span>Google Search is an example of an important service that doesn’t have an SLA for the public: we want everyone to use Search as fluidly and efficiently as possible, but we haven’t signed a contract with the entire world. […] Many other Google services, such as Google for Work, do have explicit SLAs with their users. — </span><a href="https://sre.google/sre-book/service-level-objectives/">Google SRE Book, Chapter 4</a></p></blockquote><h2 class="header-anchor-post">Requirements of SLA<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§requirements-of-sla" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/142293706/requirements-of-sla" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>SLA only makes sense when all 3 conditions below are met:</p><ul><li><p><strong>Measurability:</strong><span> service level is quantifiable (SLI) to build a model about how the service is going to be consumed</span></p></li><li><p><strong>Leverage:</strong><span> the service consumer has leverage to hold the service provider legally accountable for breaching the contract. </span></p></li><li><p><strong>Incentives:</strong><span> the service provider has a motivation to guarantee the service level.</span></p></li></ul><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!otof!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!otof!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 424w, https://substackcdn.com/image/fetch/$s_!otof!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 848w, https://substackcdn.com/image/fetch/$s_!otof!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 1272w, https://substackcdn.com/image/fetch/$s_!otof!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!otof!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png" width="1029" height="782" data-attrs="{"src":"https://substack-post-media.s3.amazonaws.com/public/images/724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":782,"width":1029,"resizeWidth":null,"bytes":161347,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}" alt srcset="https://substackcdn.com/image/fetch/$s_!otof!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 424w, https://substackcdn.com/image/fetch/$s_!otof!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 848w, https://substackcdn.com/image/fetch/$s_!otof!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 1272w, https://substackcdn.com/image/fetch/$s_!otof!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><h2 class="header-anchor-post">Example<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§example" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/142293706/example" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>Let’s imagine you are a company that sells customer service chat bots. You’ve built your chat bots on top of an external cloud infrastructure provider.</p><p><span>Obviously, you want the infrastructure to work all the time because if the infra goes down, your chat bot is not available and it’s bad for your business. But as we </span><a href="https://blog.alexewerlof.com/p/why-bother-with-sli-and-slo">argued before</a><span> 100% service level is unrealistic. With SLA, you get some sort of guarantee because if the infrastructure goes down, the provider must compensate you.</span></p><p>SLA allows sharing risk between the service consumer and service provider.</p><p><span>However, beware that most service providers cannot act as an </span><em>insurance provider</em><span> — otherwise their fees would be too high to be competitive!</span></p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!3x0e!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!3x0e!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 424w, https://substackcdn.com/image/fetch/$s_!3x0e!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 848w, https://substackcdn.com/image/fetch/$s_!3x0e!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 1272w, https://substackcdn.com/image/fetch/$s_!3x0e!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!3x0e!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png" width="1003" height="792" data-attrs="{"src":"https://substack-post-media.s3.amazonaws.com/public/images/1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":792,"width":1003,"resizeWidth":null,"bytes":35038,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}" alt srcset="https://substackcdn.com/image/fetch/$s_!3x0e!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 424w, https://substackcdn.com/image/fetch/$s_!3x0e!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 848w, https://substackcdn.com/image/fetch/$s_!3x0e!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 1272w, https://substackcdn.com/image/fetch/$s_!3x0e!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><p>What the service providers are willing to put on the table in terms of penalties is often much less than the money you lose when your service goes down.</p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!deTK!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!deTK!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png 424w, https://substackcdn.com/image/fetch/$s_!deTK!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png 848w, https://substackcdn.com/image/fetch/$s_!deTK!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png 1272w, https://substackcdn.com/image/fetch/$s_!deTK!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!deTK!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png" width="950" height="926" data-attrs="{"src":"https://substack-post-media.s3.amazonaws.com/public/images/07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":926,"width":950,"resizeWidth":null,"bytes":87656,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}" alt srcset="https://substackcdn.com/image/fetch/$s_!deTK!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png 424w, https://substackcdn.com/image/fetch/$s_!deTK!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png 848w, https://substackcdn.com/image/fetch/$s_!deTK!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png 1272w, https://substackcdn.com/image/fetch/$s_!deTK!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><p>Your business must have a higher revenue to be able to afford the external cloud provider services (except when it’s a startup but even then, you must think about the risks). When they go down, they may give back part of what you pay them, but they definitely don’t compensate your entire loss.</p><p>If they had to compensate for every business loss for every type of business model that runs on their cloud, they’d go out of business very soon!</p><h1 class="header-anchor-post">Structure of the SLA document<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§structure-of-the-sla-document" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/142293706/structure-of-the-sla-document" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h1><p>The purpose of the SLA document is to set the expectations for external parties about:</p><ul><li><p><strong>DoS (definition of service):</strong><span> What is the service</span></p></li><li><p><strong>SLI:</strong><span> How does service provider measure their commitment?</span></p></li><li><p><strong>SLOs:</strong><span> What level of reliability does the service provider commit to?</span></p></li><li><p><strong>Penalties:</strong><span> What are the penalties and incentives? (usually formatted in a table that corelates credits to error budget)</span></p></li><li><p><strong>Exclusions:</strong><span> What is the intended consumption and what is excluded from the agreement?</span></p></li><li><p><strong>Enforcement mechanism:</strong><span> What are the support channels and requirements for the service consumer to apply those penalties and incentives?</span></p></li><li><p><strong>Glossary:</strong><span> A glossary of terms is usually added for clarity including the “fine print”.</span></p></li></ul><p>Most SLAs follow that exact structure. A few examples:</p><ul><li><p><a href="https://cloud.google.com/terms/sla">Google Cloud Platform SLAs</a><span> and </span><a href="https://workspace.google.com/terms/sla/">Google Workspace</a><span>.</span></p></li><li><p><a href="https://aws.amazon.com/legal/service-level-agreements/">AWS SLAs</a></p></li><li><p><a href="https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services">Microsoft Online Services SLAs</a></p></li><li><p><a href="https://www.pagerduty.com/standard-service-level-agreement/">PagerDuty SLA</a></p></li><li><p><a href="https://slack.com/terms/service-level-agreement">Slack SLA</a></p></li><li><p><a href="https://github.com/customer-terms/github-online-services-sla">Github SLA</a></p></li></ul><p><span>Sometimes a company can make a special deal with a customer on top of an MSA (master subscription agreement). Examples here: </span><a href="https://www.datadoghq.com/legal/msa/">Datadog</a><span>, </span><a href="https://www.zendesk.com/company/agreements-and-terms/main-services-agreement/">Zendesk</a><span>, </span><a href="https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/salesforce_MSA.pdf">Salesforce</a><span>.</span></p><p><span>Traditional service providers usually offer a Terms & Condition or Terms of Service instead of SLA. </span><a href="https://blog.alexewerlof.com/p/why-bother-with-sli-and-slo">As we discussed before</a><span> one of the key ideas behind service levels is to shift the conversation from “the systems should never fail”, to “what is failure and how much of it can you tolerate”. Besides, quantified service levels allow informed discussions about </span><a href="https://blog.alexewerlof.com/p/10x9">cost of reliability</a><span> among other things.</span></p><div data-component-name="SubscribeWidget" class="subscribe-widget"><div class="pencraft pc-display-flex pc-justifyContent-center pc-reset"><div class="container-IpPqBD"><form action="/api/v1/free?nojs=true" method="post" novalidate class="form form-M5sC90"><input type="hidden" name="first_url" value/><input type="hidden" name="first_referrer" value/><input type="hidden" name="current_url"/><input type="hidden" name="current_referrer"/><input type="hidden" name="first_session_url" value/><input type="hidden" name="first_session_referrer" value/><input type="hidden" name="referral_code"/><input type="hidden" name="source" value="subscribe-widget"/><input type="hidden" name="referring_pub_id"/><input type="hidden" name="additional_referring_pub_ids"/><input type="hidden" name="source_post_id" value="142293706"/><div class="sideBySideWrap-vGXrwP"><div class="emailInputWrapper-QlA86j"><div class="pencraft pc-display-flex pc-minWidth-0 pc-position-relative pc-reset flex-auto-j3S2WA"><input name="email" placeholder="Type your email..." type="email" class="pencraft emailInput-OkIMeB input-y4v6N4 inputText-pV_yWb"/></div></div><button tabindex="0" type="submit" disabled class="pencraft pc-reset pencraft rightButton primary subscribe-btn button-VFSdkv buttonBase-GK1x3M"><span class="button-text ">Subscribe</span></button></div><div id="error-container"></div></form></div></div></div><h1 class="header-anchor-post">SLA vs SLO<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§sla-vs-slo" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/142293706/sla-vs-slo" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h1><p><span>SLA </span><em>has</em><span> an SLO. We call that an </span><em>external SLO</em><span>.</span></p><p><span>The organization that owns the service, has </span><em>internal SLOs as well</em><span>. In a separate article, we’ve touched on the difference between the two in various aspects:</span></p><div data-component-name="DigestPostEmbed" class="digestPostEmbed-flwiST"><a href="https://blog.alexewerlof.com/p/sla-vs-slo" rel="noopener" target="_blank"><div class="pencraft pc-display-flex pc-gap-16 pc-reset"><div style="width:70px;height:70px;" class="pencraft pc-reset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!qkOK!,w_140,h_140,c_fill,f_webp,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Faf7976ea-5a03-409c-b1a1-7ba79686a90a_981x831.png"/><img src="https://substackcdn.com/image/fetch/$s_!qkOK!,w_140,h_140,c_fill,f_auto,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Faf7976ea-5a03-409c-b1a1-7ba79686a90a_981x831.png" sizes="100vw" alt="SLA vs SLO" width="140" height="140" class="img-OACg1c smSquare-NGbPBa pencraft pc-reset"/></picture></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset"><h4 class="pencraft pc-reset color-pub-primary-text-NyXPlw line-height-24-jnGwiv font-display-nhmvtD size-20-P_cSRT weight-bold-DmI9lw reset-IxiVJZ">SLA vs SLO</h4><div class="pencraft pc-display-flex pc-gap-4 pc-alignItems-center pc-reset"><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA"><a href="https://substack.com/profile/87732486-alex-ewerlof" class="inheritColor-WetTGJ">Alex Ewerlöf</a></div><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T reset-IxiVJZ">·</div><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA">June 21, 2025</div></div><div class="pencraft pc-display-flex pc-gap-16 pc-paddingTop-0 pc-paddingBottom-0 pc-alignItems-center pc-reset"><a href="https://blog.alexewerlof.com/p/sla-vs-slo" class="pencraft pc-reset align-center-y7ZD4w line-height-20-t4M0El font-text-qe4AeH size-13-hZTUKr weight-medium-fw81nC reset-IxiVJZ"><div class="pencraft pc-display-flex pc-gap-8 pc-alignItems-center pc-reset link-HREYZo"><span class="pencraft pc-reset color-accent-BVX_7M line-height-20-t4M0El font-text-qe4AeH size-14-MLPa7j weight-semibold-uqA4FV reset-IxiVJZ">Read full story</span><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-arrow-right"><path d="M5 12h14"></path><path d="m12 5 7 7-7 7"></path></svg></div></a></div></div></div></a></div><h2 class="header-anchor-post">SLA: ITIL vs SRE<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§sla-itil-vs-sre" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/142293706/sla-itil-vs-sre" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p><span>The Information Technology Infrastructure Library, or ITIL, is a set of processes for IT activities, such as IT service management (ITSM) detailed in a few core books with thousands of pages on </span><strong>how to build and run IT services</strong><span> complete with </span><strong>certificates</strong><span>.</span></p><p><span>ITIL follows a more traditional, </span><strong>process-driven</strong><span> approach to service management with formal documentation and hierarchical structures. SRE on the other hand promotes a </span><strong>culture of collaboration</strong><span> between development and operations teams.</span></p><p>Not every enterprise uses ITIL and the ones which do, may implement their own flavor.</p><p>If you do have some level of ITIL adoption in your organization, then be prepared for there to be substantial overlap between SRE and ITIL practice. One such difference is SLA.</p><p><strong>SLO</strong><span> takes the center stage in SRE while SLA is primarily used to communicate consequences of breaching the SLO to external service consumers with leverage (e.g. paying customers). SREs typically don’t decide the business consequences of SLA alone.</span></p><p>ITIL practitioners treat SLAs as comprehensive documents covering multiple aspects of service delivery, with detailed specifications for various service parameters.</p><p><span>ITIL integrates SLAs deeply into the </span><strong>service design</strong><span> process, while SRE views them as business agreements that engineering teams help fulfill (but don't typically “design”).</span></p><p><span>The concept of </span><strong>error budgets</strong><span> is not traditionally emphasized in ITIL's approach to SLAs whereas in SRE, it’s a core tool for risk control and balance reliability with innovation.</span></p><p>These different approaches reflect the broader philosophical differences between ITIL's process-oriented service management framework and SRE's engineering-focused approach to reliability.</p><div data-attrs="{"url":"https://blog.alexewerlof.com/p/sla?utm_source=substack&utm_medium=email&utm_content=share&action=share","text":"Share"}" data-component-name="CaptionedButtonToDOM" class="captioned-button-wrap"><div class="preamble"><p class="cta-caption">If you find this article insightful, please share it in your circles and social media to inspire others.</p></div><p data-attrs="{"url":"https://blog.alexewerlof.com/p/sla?utm_source=substack&utm_medium=email&utm_content=share&action=share","text":"Share"}" data-component-name="ButtonCreateButton" class="button-wrapper"><a href="https://blog.alexewerlof.com/p/sla?utm_source=substack&utm_medium=email&utm_content=share&action=share" class="button primary"><span>Share</span></a></p></div><div><hr/></div><p><em><a href="https://blog.alexewerlof.com/p/faq#%C2%A7payment">My monetization strategy</a><span> is to give away most content for free. 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11.9708 15.6044 10.731 16.41C10.6056 16.4906 10.4758 16.5622 10.3416 16.6249C10.2118 16.692 10.0976 16.7256 9.99915 16.7256Z"></path></g></svg></div>Liked by Alex Ewerlöf</button></div></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset flex-grow-rzmknG"></div><div class="pencraft pc-display-flex pc-reset comment-menu-trigger-container triggerContainer-eX588u"><button tabindex="0" type="button" aria-label="Ellipsis" id="radix-P0-83" aria-haspopup="menu" aria-expanded="false" data-state="closed" class="pencraft pc-reset pencraft trigger-j08Uop iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_quaternary-kpMibu"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-ellipsis"><circle cx="12" cy="12" r="1"></circle><circle cx="19" cy="12" r="1"></circle><circle cx="5" cy="12" r="1"></circle></svg></button></div></div><div class="comment-body expanded"><p><span>Hej!</span></p><p><span>Thinking about SLAs they can feel quite strict to me (disclaimer: I never defined SLAs in my work but SLOs). Personally, SLO hold teams accountable, they also allow for some flexibility in reaching those goals and even changing the threshold because they are internal agreements.</span></p><p><span>Speaking of SLAs, how much experience have you had with adjusting them? Recent changes within the company, like the layoffs, might make some existing SLAs unrealistic. What are your thoughts on how we can approach these situations?</span></p><p><span>One other thing that piqued my curiosity: Have you ever worked on building cascading SLOs/SLAs? For instance, how would we define our own service level if a third-party service we depend on only offers 90% availability?</span></p><p><span>Thanks as always for your insights!</span></p></div><div class="pencraft pc-display-flex pc-gap-16 pc-paddingTop-8 pc-justifyContent-flex-start pc-alignItems-center pc-reset comment-actions withShareButton-hQzuEn"><span class="pencraft pc-reset decoration-hover-underline-ClDVRM reset-IxiVJZ"><a class="pencraft pc-reset link-_X6et2 link-LIBpto"><div class="pencraft pc-display-flex pc-gap-6 pc-alignItems-center pc-reset"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="var(--color-fg-secondary-themed)" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-message-circle"><path d="M7.9 20A9 9 0 1 0 4 16.1L2 22Z"></path></svg><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC 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xmlns="http://www.w3.org/2000/svg"><g><path stroke="none" d="M9.99915 16.7256C9.90515 16.7256 9.79102 16.692 9.65674 16.6249C9.52246 16.5622 9.3949 16.4906 9.27405 16.41C8.02974 15.6044 6.94657 14.7584 6.02454 13.8722C5.10697 12.9815 4.3953 12.0662 3.88953 11.1262C3.38375 10.1818 3.13086 9.23067 3.13086 8.27283C3.13086 7.63725 3.23157 7.05762 3.43298 6.53394C3.63888 6.01025 3.92086 5.55819 4.27893 5.17773C4.64148 4.79728 5.05774 4.50635 5.52771 4.30493C6.00216 4.09904 6.51241 3.99609 7.05847 3.99609C7.73433 3.99609 8.31844 4.16618 8.81079 4.50635C9.30762 4.84652 9.70374 5.28963 9.99915 5.83569C10.299 5.28516 10.6951 4.84204 11.1875 4.50635C11.6843 4.16618 12.2707 3.99609 12.9465 3.99609C13.4836 3.99609 13.9894 4.09904 14.4639 4.30493C14.9428 4.50635 15.3613 4.79728 15.7194 5.17773C16.0774 5.55819 16.3572 6.01025 16.5586 6.53394C16.7645 7.05762 16.8674 7.63725 16.8674 8.27283C16.8674 9.23067 16.6145 10.1818 16.1088 11.1262C15.603 12.0662 14.8891 12.9815 13.967 13.8722C13.0495 14.7584 11.9708 15.6044 10.731 16.41C10.6056 16.4906 10.4758 16.5622 10.3416 16.6249C10.2118 16.692 10.0976 16.7256 9.99915 16.7256Z"></path></g></svg></div>Liked by Alex Ewerlöf</button></div></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset flex-grow-rzmknG"></div><div class="pencraft pc-display-flex pc-reset comment-menu-trigger-container triggerContainer-eX588u"><button tabindex="0" type="button" aria-label="Ellipsis" id="radix-P0-89" aria-haspopup="menu" aria-expanded="false" data-state="closed" class="pencraft pc-reset pencraft trigger-j08Uop iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_quaternary-kpMibu"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-ellipsis"><circle cx="12" cy="12" r="1"></circle><circle cx="19" cy="12" r="1"></circle><circle cx="5" cy="12" r="1"></circle></svg></button></div></div><div class="comment-body expanded"><p><span>Such a great article, thanks for sharing! I love how related concepts are collected in the same post, especially with real-life examples from BigTech (and others).</span></p></div><div class="pencraft pc-display-flex pc-gap-16 pc-paddingTop-8 pc-justifyContent-flex-start pc-alignItems-center pc-reset comment-actions withShareButton-hQzuEn"><span class="pencraft pc-reset decoration-hover-underline-ClDVRM reset-IxiVJZ"><a class="pencraft pc-reset link-_X6et2 link-LIBpto"><div class="pencraft pc-display-flex pc-gap-6 pc-alignItems-center pc-reset"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="var(--color-fg-secondary-themed)" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-message-circle"><path d="M7.9 20A9 9 0 1 0 4 16.1L2 22Z"></path></svg><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA 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Focused on the accurate definitions of these terms in SRE, this article digs deep into why service providers offer an SLA with plenty of examples.\",\"search_engine_title\":null,\"section_id\":67723,\"should_send_free_preview\":false,\"show_guest_bios\":true,\"slug\":\"sla\",\"social_title\":null,\"subtitle\":\"Introduction to the SLA in relation to SLI and SLO\",\"teaser_post_eligible\":true,\"title\":\"Service Level Agreement\",\"type\":\"newsletter\",\"video_upload_id\":null,\"write_comment_permissions\":\"everyone\",\"meter_type\":\"none\",\"live_stream_id\":null,\"is_published\":true,\"restacks\":1,\"reactions\":{\"\u2764\":18},\"top_exclusions\":[],\"pins\":[],\"section_pins\":[],\"has_shareable_clips\":false,\"previous_post_slug\":\"responsible-for-control\",\"next_post_slug\":\"composite-slo\",\"cover_image\":\"https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png\",\"cover_image_is_square\":false,\"cover_image_is_explicit\":false,\"videoUpload\":null,\"podcastFields\":{\"post_id\":142293706,\"podcast_episode_number\":null,\"podcast_season_number\":null,\"podcast_episode_type\":null,\"should_syndicate_to_other_feed\":null,\"syndicate_to_section_id\":null,\"hide_from_feed\":false,\"free_podcast_url\":null,\"free_podcast_duration\":null,\"preview_contains_ad\":false,\"was_imported_self_serve_sync\":false,\"draft_free_podcast_url\":null,\"draft_free_podcast_duration\":null},\"podcastUpload\":null,\"podcastPreviewUpload\":null,\"voiceover_upload_id\":null,\"voiceoverUpload\":null,\"has_voiceover\":false,\"description\":\"Introduction to the SLA in relation to SLI and SLO\",\"body_html\":\"<p>SLA stands for Service Level Agreement. Its primary purpose is to communicate a reliability guarantee towards external service consumers.</p><p>This post uses illustrations and examples to:</p><ul><li><p>Define SLA in relation to SLI and SLO</p></li><li><p>The 3 conditions that must be met to have an SLA</p></li><li><p>Structure of an SLA document (how to read or write it)</p></li></ul><p>We then close with comparing how SLA is used in SRE vs ITIL.</p><p class=\\\"button-wrapper\\\" data-attrs=\\\"{"url":"https://blog.alexewerlof.com/subscribe?","text":"Subscribe now","action":null,"class":null}\\\" data-component-name=\\\"ButtonCreateButton\\\"><a class=\\\"button primary\\\" href=\\\"https://blog.alexewerlof.com/subscribe?\\\"><span>Subscribe now</span></a></p><h2>The basics</h2><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!2fBY!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!2fBY!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 424w, https://substackcdn.com/image/fetch/$s_!2fBY!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 848w, https://substackcdn.com/image/fetch/$s_!2fBY!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 1272w, https://substackcdn.com/image/fetch/$s_!2fBY!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!2fBY!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png\\\" width=\\\"1038\\\" height=\\\"886\\\" data-attrs=\\\"{"src":"https://substack-post-media.s3.amazonaws.com/public/images/366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":886,"width":1038,"resizeWidth":null,"bytes":130454,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":false,"topImage":true,"internalRedirect":"https://blog.alexewerlof.com/i/142293706?img=https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png","isProcessing":false,"align":null,"offset":false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!2fBY!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 424w, https://substackcdn.com/image/fetch/$s_!2fBY!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 848w, https://substackcdn.com/image/fetch/$s_!2fBY!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 1272w, https://substackcdn.com/image/fetch/$s_!2fBY!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F366a1dcd-5c86-4207-83ac-603308a11778_1038x886.png 1456w\\\" sizes=\\\"100vw\\\" fetchpriority=\\\"high\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><p>SLA builds on top of what we have already covered:</p><ul><li><p><strong><a href=\\\"https://blog.alexewerlof.com/p/sli\\\">SLI</a>:</strong> Service Level Indicator \u2192 these are just metrics that show how the service consumer perceives reliability of our <a href=\\\"https://blog.alexewerlof.com/p/service\\\">service</a> (not to be confused with microservice or a backend, in Service Level model, a <em>service</em> refers to a capability or solution for a customer problem).</p></li><li><p><a href=\\\"https://blog.alexewerlof.com/p/sls\\\">SLS</a>: Service Level Status \u2192 is the actual value of the indicator in a given time period. If SLI specifies the formula, SLS puts the actual values in it to quantify the reliability and performance of the service.</p></li><li><p><strong><a href=\\\"https://blog.alexewerlof.com/p/slo\\\">SLO</a>:</strong> Service Level Objective \u2192 these set the targets for those metrics in a period of time (like 30 days). More specifically, what\u2019s the acceptable percentage of good events or timeslots in a given period?</p></li><li><p><strong>SLA:</strong> Service Level Agreement \u2192 these are legal agreements typically with financial consequences. This is often the source of confusion and the main reason this article exists.</p></li></ul><p>In other words, SLA contains SLI and SLO.</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!FfPG!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!FfPG!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png 424w, https://substackcdn.com/image/fetch/$s_!FfPG!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png 848w, https://substackcdn.com/image/fetch/$s_!FfPG!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png 1272w, https://substackcdn.com/image/fetch/$s_!FfPG!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!FfPG!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png\\\" width=\\\"973\\\" height=\\\"804\\\" data-attrs=\\\"{"src":"https://substack-post-media.s3.amazonaws.com/public/images/23443f28-3f58-474f-89b1-218015cecdca_973x804.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":804,"width":973,"resizeWidth":null,"bytes":84407,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":"https://blog.alexewerlof.com/i/142293706?img=https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png","isProcessing":false,"align":null,"offset":false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!FfPG!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F23443f28-3f58-474f-89b1-218015cecdca_973x804.png 424w, 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height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><h2>SLA in the context of SRE</h2><p>Here is <a href=\\\"https://sre.google/sre-book/service-level-objectives/\\\">how Google SRE book defines it</a>:</p><blockquote><p>\u2026 SLAs are service level agreements: an explicit or implicit <strong>contract</strong> with your users that includes <strong>consequences</strong> of meeting (or missing) the SLOs they <strong>contain</strong>.</p></blockquote><p>The <em>agreement</em> aspect of SLA refers to a legally binding contract not just a handshake between teams (that\u2019s where an internal <a href=\\\"https://blog.alexewerlof.com/p/slo\\\">SLO</a> usually stops).</p><div class=\\\"digest-post-embed\\\" data-attrs=\\\"{"nodeId":"9dabf941-db55-4d9e-823f-41c706e1fcf4","caption":"\u201CI want all teams to set SLAs between each other\u201D, said the leadership.","cta":"Read full story","showBylines":true,"showDescription":true,"showImage":true,"size":"sm","isEditorNode":true,"title":"SLA vs SLO","publishedBylines":[{"id":87732486,"name":"Alex Ewerl\u00F6f","bio":"Writes about technical leadership, growth mindset, and system reliability engineering.\\\\n\\\\nSenior Staff Engineer, MSc Systems Engineering from KTH, Stockholmer, dad, amateur artist.\\\\n\\\\nRead more here: https://www.alexewerlof.com/who","photo_url":"https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg","is_guest":false,"bestseller_tier":null}],"post_date":"2025-06-21T07:37:15.659Z","cover_image":"https://substackcdn.com/image/fetch/$s_!qkOK!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Faf7976ea-5a03-409c-b1a1-7ba79686a90a_981x831.png","cover_image_alt":null,"canonical_url":"https://blog.alexewerlof.com/p/sla-vs-slo","section_name":"Reliability Engineering","video_upload_id":null,"id":166314539,"type":"newsletter","reaction_count":3,"comment_count":0,"publication_id":null,"publication_name":"Alex Ewerl\u00F6f Notes","publication_logo_url":"https://substackcdn.com/image/fetch/$s_!_Ur2!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png","belowTheFold":true,"youtube_url":null,"show_links":null,"feed_url":null}\\\"></div><p>To reduce ambiguity, the book offers a simple litmus test:</p><blockquote><p>An easy way to tell the difference between an [internal] SLO and an SLA is to ask \\\"<em>what happens if the SLOs aren\u2019t met</em>?\\\": if there is no explicit consequence, then you are almost certainly looking at an SLO.</p></blockquote><p>And here is an example to solidify the difference:</p><blockquote><p>Google Search is an example of an important service that doesn\u2019t have an SLA for the public: we want everyone to use Search as fluidly and efficiently as possible, but we haven\u2019t signed a contract with the whole world. Even so, there are still consequences if Search isn\u2019t available\u2014unavailability results in a hit to our reputation, as well as a drop in advertising revenue. Many other Google services, such as Google for Work, do have explicit SLAs with their users. Whether or not a particular service has an SLA, it\u2019s valuable to define SLIs and SLOs and use them to manage the service\u201D</p></blockquote><p>SLA is a legal layer on top of a high level SLI and a more serious SLO.</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!SEjo!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!SEjo!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 424w, https://substackcdn.com/image/fetch/$s_!SEjo!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 848w, https://substackcdn.com/image/fetch/$s_!SEjo!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 1272w, https://substackcdn.com/image/fetch/$s_!SEjo!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!SEjo!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png\\\" width=\\\"998\\\" height=\\\"963\\\" data-attrs=\\\"{"src":"https://substack-post-media.s3.amazonaws.com/public/images/39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":963,"width":998,"resizeWidth":null,"bytes":98818,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":"https://blog.alexewerlof.com/i/142293706?img=https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png","isProcessing":false,"align":null,"offset":false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!SEjo!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 424w, https://substackcdn.com/image/fetch/$s_!SEjo!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 848w, https://substackcdn.com/image/fetch/$s_!SEjo!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 1272w, https://substackcdn.com/image/fetch/$s_!SEjo!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F39b4ec7c-a08c-4718-9f9a-b098b92e222c_998x963.png 1456w\\\" sizes=\\\"100vw\\\" loading=\\\"lazy\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><p>In <a href=\\\"https://cloud.google.com/blog/products/devops-sre/sre-fundamentals-slis-slas-and-slos\\\">SRE fundamentals</a>, Google Cloud PMs <strong>Jay Judkowitz </strong>and <strong>Mark Carter</strong> mention:</p><blockquote><p>At Google, we distinguish between an SLO and a Service-Level Agreement (SLA). An SLA normally involves a promise to someone using your service that its availability SLO should meet a certain level over a certain period, and if it fails to do so then some kind of penalty will be paid.</p><p>This might be a partial refund of the service subscription fee paid by customers for that period, or additional subscription time added for free. The concept is that going out of SLO is going to hurt the service team, so they will push hard to stay within SLO.</p><p>If you\u2019re charging your customers money, you will probably need an SLA.</p></blockquote><p>The purpose of the SLA is to build trust with key service consumers and stakeholders. It shows that the service provider is serious enough to compensate for a service disruption. \uD83E\uDD11 SLA provides consumers with leverage to hold the service provider accountable for service degradation. \uD83D\uDD28</p><p>Not every consumer has an SLA though.</p><blockquote><p>Google Search is an example of an important service that doesn\u2019t have an SLA for the public: we want everyone to use Search as fluidly and efficiently as possible, but we haven\u2019t signed a contract with the entire world. [\u2026] Many other Google services, such as Google for Work, do have explicit SLAs with their users. \u2014 <a href=\\\"https://sre.google/sre-book/service-level-objectives/\\\">Google SRE Book, Chapter 4</a></p></blockquote><h2>Requirements of SLA</h2><p>SLA only makes sense when all 3 conditions below are met:</p><ul><li><p><strong>Measurability:</strong> service level is quantifiable (SLI) to build a model about how the service is going to be consumed</p></li><li><p><strong>Leverage:</strong> the service consumer has leverage to hold the service provider legally accountable for breaching the contract. </p></li><li><p><strong>Incentives:</strong> the service provider has a motivation to guarantee the service level.</p></li></ul><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!otof!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!otof!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 424w, https://substackcdn.com/image/fetch/$s_!otof!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 848w, https://substackcdn.com/image/fetch/$s_!otof!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 1272w, https://substackcdn.com/image/fetch/$s_!otof!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!otof!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png\\\" width=\\\"1029\\\" height=\\\"782\\\" data-attrs=\\\"{"src":"https://substack-post-media.s3.amazonaws.com/public/images/724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":782,"width":1029,"resizeWidth":null,"bytes":161347,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!otof!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 424w, https://substackcdn.com/image/fetch/$s_!otof!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 848w, https://substackcdn.com/image/fetch/$s_!otof!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 1272w, https://substackcdn.com/image/fetch/$s_!otof!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F724261b3-bf97-4bba-ad45-1c0ab78fe6c4_1029x782.png 1456w\\\" sizes=\\\"100vw\\\" loading=\\\"lazy\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><h2>Example</h2><p>Let\u2019s imagine you are a company that sells customer service chat bots. You\u2019ve built your chat bots on top of an external cloud infrastructure provider.</p><p>Obviously, you want the infrastructure to work all the time because if the infra goes down, your chat bot is not available and it\u2019s bad for your business. But as we <a href=\\\"https://blog.alexewerlof.com/p/why-bother-with-sli-and-slo\\\">argued before</a> 100% service level is unrealistic. With SLA, you get some sort of guarantee because if the infrastructure goes down, the provider must compensate you.</p><p>SLA allows sharing risk between the service consumer and service provider.</p><p>However, beware that most service providers cannot act as an <em>insurance provider</em> \u2014 otherwise their fees would be too high to be competitive!</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!3x0e!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!3x0e!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 424w, https://substackcdn.com/image/fetch/$s_!3x0e!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 848w, https://substackcdn.com/image/fetch/$s_!3x0e!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 1272w, https://substackcdn.com/image/fetch/$s_!3x0e!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!3x0e!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png\\\" width=\\\"1003\\\" height=\\\"792\\\" data-attrs=\\\"{"src":"https://substack-post-media.s3.amazonaws.com/public/images/1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":792,"width":1003,"resizeWidth":null,"bytes":35038,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!3x0e!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 424w, https://substackcdn.com/image/fetch/$s_!3x0e!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 848w, https://substackcdn.com/image/fetch/$s_!3x0e!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 1272w, https://substackcdn.com/image/fetch/$s_!3x0e!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1b20fdfe-5b11-4971-9cb3-a3626134ec23_1003x792.png 1456w\\\" sizes=\\\"100vw\\\" loading=\\\"lazy\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><p>What the service providers are willing to put on the table in terms of penalties is often much less than the money you lose when your service goes down.</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!deTK!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!deTK!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png 424w, https://substackcdn.com/image/fetch/$s_!deTK!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png 848w, https://substackcdn.com/image/fetch/$s_!deTK!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png 1272w, https://substackcdn.com/image/fetch/$s_!deTK!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F07fdd832-2514-4e27-b454-94fb1d120da0_950x926.png 1456w\\\" sizes=\\\"100vw\\\"><img 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height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><p>Your business must have a higher revenue to be able to afford the external cloud provider services (except when it\u2019s a startup but even then, you must think about the risks). When they go down, they may give back part of what you pay them, but they definitely don\u2019t compensate your entire loss.</p><p>If they had to compensate for every business loss for every type of business model that runs on their cloud, they\u2019d go out of business very soon!</p><h1>Structure of the SLA document</h1><p>The purpose of the SLA document is to set the expectations for external parties about:</p><ul><li><p><strong>DoS (definition of service):</strong> What is the service</p></li><li><p><strong>SLI:</strong> How does service provider measure their commitment?</p></li><li><p><strong>SLOs:</strong> What level of reliability does the service provider commit to?</p></li><li><p><strong>Penalties:</strong> What are the penalties and incentives? (usually formatted in a table that corelates credits to error budget)</p></li><li><p><strong>Exclusions:</strong> What is the intended consumption and what is excluded from the agreement?</p></li><li><p><strong>Enforcement mechanism:</strong> What are the support channels and requirements for the service consumer to apply those penalties and incentives?</p></li><li><p><strong>Glossary:</strong> A glossary of terms is usually added for clarity including the \u201Cfine print\u201D.</p></li></ul><p>Most SLAs follow that exact structure. A few examples:</p><ul><li><p><a href=\\\"https://cloud.google.com/terms/sla\\\">Google Cloud Platform SLAs</a> and <a href=\\\"https://workspace.google.com/terms/sla/\\\">Google Workspace</a>.</p></li><li><p><a href=\\\"https://aws.amazon.com/legal/service-level-agreements/\\\">AWS SLAs</a></p></li><li><p><a href=\\\"https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services\\\">Microsoft Online Services SLAs</a></p></li><li><p><a href=\\\"https://www.pagerduty.com/standard-service-level-agreement/\\\">PagerDuty SLA</a></p></li><li><p><a href=\\\"https://slack.com/terms/service-level-agreement\\\">Slack SLA</a></p></li><li><p><a href=\\\"https://github.com/customer-terms/github-online-services-sla\\\">Github SLA</a></p></li></ul><p>Sometimes a company can make a special deal with a customer on top of an MSA (master subscription agreement). Examples here: <a href=\\\"https://www.datadoghq.com/legal/msa/\\\">Datadog</a>, <a href=\\\"https://www.zendesk.com/company/agreements-and-terms/main-services-agreement/\\\">Zendesk</a>, <a href=\\\"https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/salesforce_MSA.pdf\\\">Salesforce</a>.</p><p>Traditional service providers usually offer a Terms & Condition or Terms of Service instead of SLA. <a href=\\\"https://blog.alexewerlof.com/p/why-bother-with-sli-and-slo\\\">As we discussed before</a> one of the key ideas behind service levels is to shift the conversation from \u201Cthe systems should never fail\u201D, to \u201Cwhat is failure and how much of it can you tolerate\u201D. Besides, quantified service levels allow informed discussions about <a href=\\\"https://blog.alexewerlof.com/p/10x9\\\">cost of reliability</a> among other things.</p><p class=\\\"button-wrapper\\\" data-attrs=\\\"{"url":"https://blog.alexewerlof.com/subscribe?","text":"Subscribe now","action":null,"class":null}\\\" data-component-name=\\\"ButtonCreateButton\\\"><a class=\\\"button primary\\\" href=\\\"https://blog.alexewerlof.com/subscribe?\\\"><span>Subscribe now</span></a></p><h1>SLA vs SLO</h1><p>SLA <em>has</em> an SLO. We call that an <em>external SLO</em>.</p><p>The organization that owns the service, has <em>internal SLOs as well</em>. In a separate article, we\u2019ve touched on the difference between the two in various aspects:</p><div class=\\\"digest-post-embed\\\" data-attrs=\\\"{"nodeId":"77642d70-5c25-450a-92f2-680ccf581a82","caption":"\u201CI want all teams to set SLAs between each other\u201D, said the leadership.","cta":"Read full story","showBylines":true,"showDescription":true,"showImage":true,"size":"sm","isEditorNode":true,"title":"SLA vs SLO","publishedBylines":[{"id":87732486,"name":"Alex Ewerl\u00F6f","bio":"Writes about technical leadership, growth mindset, and system reliability engineering.\\\\n\\\\nSenior Staff Engineer, MSc Systems Engineering from KTH, Stockholmer, dad, amateur artist.\\\\n\\\\nRead more here: https://www.alexewerlof.com/who","photo_url":"https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg","is_guest":false,"bestseller_tier":null}],"post_date":"2025-06-21T07:37:15.659Z","cover_image":"https://substackcdn.com/image/fetch/$s_!qkOK!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Faf7976ea-5a03-409c-b1a1-7ba79686a90a_981x831.png","cover_image_alt":null,"canonical_url":"https://blog.alexewerlof.com/p/sla-vs-slo","section_name":"Reliability Engineering","video_upload_id":null,"id":166314539,"type":"newsletter","reaction_count":4,"comment_count":1,"publication_id":null,"publication_name":"Alex Ewerl\u00F6f Notes","publication_logo_url":"https://substackcdn.com/image/fetch/$s_!_Ur2!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png","belowTheFold":true,"youtube_url":null,"show_links":null,"feed_url":null}\\\"></div><h2>SLA: ITIL vs SRE</h2><p>The Information Technology Infrastructure Library, or ITIL, is a set of processes for IT activities, such as IT service management (ITSM) detailed in a few core books with thousands of pages on <strong>how to build and run IT services</strong> complete with <strong>certificates</strong>.</p><p>ITIL follows a more traditional, <strong>process-driven</strong> approach to service management with formal documentation and hierarchical structures. SRE on the other hand promotes a <strong>culture of collaboration</strong> between development and operations teams.</p><p>Not every enterprise uses ITIL and the ones which do, may implement their own flavor.</p><p>If you do have some level of ITIL adoption in your organization, then be prepared for there to be substantial overlap between SRE and ITIL practice. One such difference is SLA.</p><p><strong>SLO</strong> takes the center stage in SRE while SLA is primarily used to communicate consequences of breaching the SLO to external service consumers with leverage (e.g. paying customers). SREs typically don\u2019t decide the business consequences of SLA alone.</p><p>ITIL practitioners treat SLAs as comprehensive documents covering multiple aspects of service delivery, with detailed specifications for various service parameters.</p><p>ITIL integrates SLAs deeply into the <strong>service design</strong> process, while SRE views them as business agreements that engineering teams help fulfill (but don't typically \u201Cdesign\u201D).</p><p>The concept of <strong>error budgets</strong> is not traditionally emphasized in ITIL's approach to SLAs whereas in SRE, it\u2019s a core tool for risk control and balance reliability with innovation.</p><p>These different approaches reflect the broader philosophical differences between ITIL's process-oriented service management framework and SRE's engineering-focused approach to reliability.</p><div class=\\\"captioned-button-wrap\\\" data-attrs=\\\"{"url":"https://blog.alexewerlof.com/p/sla?utm_source=substack&utm_medium=email&utm_content=share&action=share","text":"Share"}\\\" data-component-name=\\\"CaptionedButtonToDOM\\\"><div class=\\\"preamble\\\"><p class=\\\"cta-caption\\\">If you find this article insightful, please share it in your circles and social media to inspire others.</p></div><p class=\\\"button-wrapper\\\" data-attrs=\\\"{"url":"https://blog.alexewerlof.com/p/sla?utm_source=substack&utm_medium=email&utm_content=share&action=share","text":"Share"}\\\" data-component-name=\\\"ButtonCreateButton\\\"><a class=\\\"button primary\\\" href=\\\"https://blog.alexewerlof.com/p/sla?utm_source=substack&utm_medium=email&utm_content=share&action=share\\\"><span>Share</span></a></p></div><div><hr></div><p><em><a href=\\\"https://blog.alexewerlof.com/p/faq#%C2%A7payment\\\">My monetization strategy</a> is to give away most content for free. These posts take anywhere from a few hours to a few days to draft, edit, research, illustrate, and publish. I pull these hours from my private time, vacation days and weekends. The simplest way to support this work is to <strong>like</strong>, <strong>subscribe</strong> and <strong>share</strong> it. If you really want to support me lifting our community, you can consider a paid subscription. If you want to save money, you can get 20% off via <a href=\\\"https://blog.alexewerlof.com/protipsdiscount\\\">this link</a>. As a token of appreciation, subscribers get full access to the Pro-Tips sections and my online book <a href=\\\"https://blog.alexewerlof.com/p/rem\\\">Reliability Engineering Mindset</a>. Your contribution also funds my open-source products like <a href=\\\"https://slc.alexewerlof.com/\\\">Service Level Calculator</a>. You can also <a href=\\\"https://blog.alexewerlof.com/leaderboard\\\">invite your friends</a> to gain free access.</em></p><p><em>And to those of you who support me already, <strong>thank you</strong> for sponsoring this content for the others. \uD83D\uDE4C If you have questions or feedback, or you want me to dig deeper into something, please let me know in the comments.</em></p>\",\"has_dynamic_content\":false,\"truncated_body_text\":\"SLA stands for Service Level Agreement. 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Personally, SLO hold teams accountable, they also allow for some flexibility in reaching those goals and even changing the threshold because they are internal agreements.\\n\\nSpeaking of SLAs, how much experience have you had with adjusting them? Recent changes within the company, like the layoffs, might make some existing SLAs unrealistic. What are your thoughts on how we can approach these situations?\\n\\nOne other thing that piqued my curiosity: Have you ever worked on building cascading SLOs/SLAs? For instance, how would we define our own service level if a third-party service we depend on only offers 90% availability?\\n\\nThanks as always for your insights!\\n\",\"body_json\":{\"type\":\"doc\",\"attrs\":{\"schemaVersion\":\"v1\"},\"content\":[{\"type\":\"paragraph\",\"content\":[{\"type\":\"text\",\"text\":\"Hej!\"}]},{\"type\":\"paragraph\",\"content\":[{\"type\":\"text\",\"text\":\"Thinking about SLAs they can feel quite strict to me (disclaimer: I never defined SLAs in my work but SLOs). Personally, SLO hold teams accountable, they also allow for some flexibility in reaching those goals and even changing the threshold because they are internal agreements.\"}]},{\"type\":\"paragraph\",\"content\":[{\"type\":\"text\",\"text\":\"Speaking of SLAs, how much experience have you had with adjusting them? Recent changes within the company, like the layoffs, might make some existing SLAs unrealistic. What are your thoughts on how we can approach these situations?\"}]},{\"type\":\"paragraph\",\"content\":[{\"type\":\"text\",\"text\":\"One other thing that piqued my curiosity: Have you ever worked on building cascading SLOs/SLAs? 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