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Difficulty: EasyAligning Technical Service Level Objectives (SLAs/SLOs/SLIs) with Business Objectives

A Site Reliability Engineering (SRE) team is defining service level metrics for a critical cloud payment gateway to ensure technical metrics align with business revenue goals. Which TWO of the following practices correctly align technical Service Level Indicators (SLIs) and Service Level Objectives (SLOs) with business impact? Select two.

  1. Defining the Service Level Indicator (SLI) as the ratio of successful payment transactions to total attempted payment transactions.Answer
  2. Setting the Service Level Objective (SLO) target below 100% based on the acceptable business cost of minor downtime versus engineering effort.Answer
  3. C
    Treating the target Service Level Objective (SLO) percentage as the real-time measured metric of current system health.
  4. D
    Triggering high-priority page alerts whenever CPU utilization briefly spikes, regardless of remaining error budget.

Answer

The correct practices are defining the SLI as the ratio of successful payment transactions to total attempted transactions, and setting the SLO target below 100% based on acceptable business impact.
Defining an SLI based on successful transactions directly measures customer success and revenue flow. Furthermore, establishing SLO targets below 100% aligns technical goals with financial reality by balancing reliability costs against acceptable business downtime.

Step-by-Step Solution

1
Identify the metric that directly reflects user transaction success.
The proportion of successful transactions over total attempts captures the actual business goal (successful payments).
An SLI should measure service performance from the perspective of user and business impact.
2
Determine how the SLO target should be established relative to business needs.
Setting SLOs lower than 100% creates an error budget that allows feature velocity while keeping downtime within acceptable business risk.
100% uptime is rarely economically viable or necessary for business success.

Key Concept

Aligning SLIs and SLOs with Business Impact
Estimated Time:1m 0s
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Aligning Technical Service Level Objectives (SLAs/SLOs/SLIs) with Business Objectives