One agreement, several measures
An SLA formalises service commitments. A response-time commitment covers the start of technical intervention. A recovery-time commitment covers service restoration, potentially through a workaround before permanent repair. An SLO is a measurable service-level objective, not necessarily a contractual guarantee.
Define the clock
A time commitment only makes sense with its trigger, coverage and endpoint. Automated detection, client reporting and ticket registration may happen at different times. Specify recognised channels, escalation conditions and any clock suspensions.
Connect priorities to impact
A critical service outage differs from a feature request. Describe priorities in terms of affected users, functions and business activities. Classification must support operational decisions even when symptoms are incomplete.
- Distinguish automatic acknowledgements from human intervention.
- Define availability measurement and any exclusions.
- Specify reporting, responsibilities and remedies for missed commitments.
Align commitments with architecture
Fast intervention does not make a large restore instantaneous. Recovery objectives must match backups, dependencies and failover capabilities. MTTR is an observed average whose meaning must be defined; it is not a synonym for a guaranteed recovery time.
Things to check.
- Clock trigger and endpoint defined
- Coverage and priorities explicit
- Responsibilities and reporting documented
- Objectives matched to capabilities
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