4 ms·
I can second the sentiment in this article about SLA/SLE being very hard to define. For example, my company originally agreed to an SLA with a customer regardi
by jugg1es 7y ago
I can second the sentiment in this article about SLA/SLE being very hard to define. For example, my company originally agreed to an SLA with a customer regarding API response time. The problem was that the SLA was a flat 500ms and didn't take into account the nature of the possible queries. It's possible to request up to 18 months worth of data, which is never going to return to 500ms.
I had to spend 6 hours analyzing data to figure out what factors of a query actually impacted response time. It required me re-learning advanced spreadsheet skills to find correlations in log data. We're now in the process of rewriting the agreement because this analysis was not done at contract time.
This is a topic not really written about that much.
- lazyant 7y agoNot for your particular case of a long reply but response times SLOs are usually measured in percentiles ("90% of responses within 500ms")
- deleted 7y ago[deleted]
- greenleafjacob 7y agoYou should return the data in multiple pages for example, or exempt that query from latency SLA.
- breischl 7y agoThis is so true, and I think partially what the article was referring as Customer Behavior Expectations. ie, "the SLA is 500ms _if you don't always request 18 months of data_" or whatever. Another favorite of mine is when the SLIs are written in terms of average rate ignoring spikes. eg, "100ms latency at 100 requests/sec". So the customer slams you with 6000 requests as fast as possible, sleeps 60 seconds, and repeats. That averages out to 100 TPS, so how come you're not hitting your latency SLA?!