SLO (Service Level Objective)
A service level objective (SLO) is a measurable goal for a
service's performance over a set period. SLOs are part of a service
level agreement (SLA), a formal customer-service provider contract. They set customer expectations and help align
the goals of both parties.
Here are some examples of SLOs:
Availability
A web application might have an SLO of 99.9% availability over
time.
Response time
A help desk might have an SLO of responding to 90% of
requests in less than three minutes.
SLOs are measured using service level indicators (SLIs), quantitative metrics of a service's performance. SLOs should be
realistic and achievable while reflecting the desired service quality level. They should also be regularly monitored and reviewed to identify areas
for improvement.