02 — Capability · BC-1230.10
Service Level Management
Define what reliable means for each product surface in measurable terms, agree how much unreliability is acceptable, and let that budget decide when to ship and when to harden.
- SLOs
- Error Budgets
- Reliability Targets
In scope
- Service level indicators and objectives per service
- Error budget policy and its enforcement
- Customer-facing availability reporting
Out of scope
- Contractual service credits and their invoicing (see BC-250)
Realized by · 0
- No product in the catalog yet.
Used in · 1
Build it · 2
Decomposes into · 3
- BC-1230.10.10SLI & SLO DefinitionChoose the indicators that reflect what customers experience and set objectives for them that the business can afford to meet.
- BC-1230.10.20Error Budget PolicyAgree in advance what happens when the budget is spent — slowed releases, reliability work first — so the decision is not made under pressure.
- BC-1230.10.30Availability ReportingPublish uptime and performance against commitments to customers and leadership on the same numbers.