From the course: Site Reliability Engineering: Service-Level Agreements and Objectives
Join today to access over 22,600 courses taught by industry experts or purchase this course individually.
Service-level agreements
From the course: Site Reliability Engineering: Service-Level Agreements and Objectives
Service-level agreements
- [Instructor] Service-level agreements answer the question, "What happens if a service-level objective is not met?" from a business perspective. A service-level agreement, then, is an explicit or implicit contract with users that includes the consequences of meeting or missing service-level objectives. These consequences typically take the form of some financial incentive. For example, giving a customer a partial refund of a monthly subscription fee, but may take on other forms, as well. Typically, business and legal teams work to pick reasonable consequences and penalties when service-level agreements are violated. Site reliability engineers are not generally involved in setting SLAs. This is because these decisions tie back to the business and product, not to service reliability. When determining these consequences, business and legal teams also need to make sure they have a tight definition of what falls into and…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.