Some practical advice when setting SLA

User connectivity

Legal and Finance aspect

Disclaimer: this is marketing material for Azure SQL Database

Cost

As a rule of thumb for every 9 that is added to the SLA, the operational and organizational cost increases 10x

There’s a law of diminishing return for SLA: too high SLA does’t necessarily guarantee a matching ROI.

Offloading the penalty to 3rd parties

Business match

Pragmatism

What is the maximum number of minutes that the users will comfortably tolerate bad service?

Calendar month vs lookback window

MTBF

Runtime

Measurement tool

Point of measurement

Status page

Build trust with every incident.

Sampling

Synthetic vs actual flows

Not just availability

Conclusion

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