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SLOs Set Expectations

SLOs Set Expectations

Publishing SLOs sets expectations for system behavior. Users (and potential users) often want to know what they can expect from a service in order to understand whether it’s appropriate for their use case. For instance, a team wanting to build a photo-sharing website might want to avoid using a service that promises very strong durability and low cost in exchange for slightly lower availability, though the same service might be a perfect fit for an archival records management system.
In order to set realistic expectations for your users, you might consider using one or both of the following tactics:
Keep a safety margin
Using a tighter internal SLO than the SLO advertised to users gives you room to respond to chronic problems before they become visible externally. An SLO buffer also makes it possible to accommodate reimplementations that trade performance for other attributes, such as cost or ease of maintenance, without having to disappoint users.
Don’t overachieve
Users build on the reality of what you offer, rather than what you say you’ll supply, particularly for infrastructure services. If your service’s actual performance is much better than its stated SLO, users will come to rely on its current performance. You can avoid over-dependence by deliberately taking the system offline occasionally (Google’s Chubby service introduced planned outages in response to being overly available),3 throttling some requests, or designing the system so that it isn’t faster under light loads.
Understanding how well a system is meeting its expectations helps decide whether to invest in making the system faster, more available, and more resilient. Alternatively, if the service is doing fine, perhaps staff time should be spent on other priorities, such as paying off technical debt, adding new features, or introducing other products.
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