l9 alerting

Question 1

SLA vs SLO

Answer 1

An SLA is a formal agreement between a service provider and a customer that defines the expected level of service. It is a contract that outlines the metrics by which service is measured and the penalties or remedies if the service levels are not met.

An SLO is a specific measurable goal or target set by the service provider to ensure a certain level of service performance. SLOs are often internal metrics that guide operational performance and reliability.

SLOs Inform SLAs: SLOs are often used to define the metrics and targets that are then included in SLAs. For instance, an SLA might promise 99.9% uptime based on internal SLOs that ensure the system is built and maintained to achieve this target.

Question 2

Oncall: Virtual Warroom

Answer 2

Common Entrypoint for all kinds of incidents
* Shortlinks
* to monitoring
* sourcecode
* tickets
* to contacts
* Documentation of common failure cases
* Integration with Chat / Communication
Channels
Can be a simple Wiki/Homepage

Question 3

Making oncall more developer friendly

Answer 3

Create Roles
Define clear responsibilities
Primary / Secondary OnCall
Reduce Operating Overload