SLOs are agreed upon as a means of measuring the performance of the service provider and are outlined as a way of avoiding disputes between the two parties based on misunderstanding.
The SLA is the entire agreement that specifies what service is to be provided, how it is supported, times, locations, costs, performance, and responsibilities of the parties involved.
For example, a simple web service might use the ratio of successful responses served vs the total number of valid requests received.
(total_success / total_valid) [3] Sturm and Morris argue [4] that SLOs must be: While Andrieux et al. define the SLO as "the quality of service aspect of the agreement.
85% of help desk calls will be answered within two minutes 100% of help desk calls will be answered within three minutes 98% of severity 2 tickets will be resolved within eight hours 98% of severity 3 tickets will be resolved within three business days 98% of severity 4 tickets will be resolved within five business days 99.5% of TCP replies within 4 seconds of receiving a request The SLO term is found in various scientific papers, for instance in the reference architecture of the SLA@SOI project,[7] and it is used in the Open Grid Forum document on WS-Agreement.