Once you have the SLO components together, you need to look at managing your SLO environment using your identified Best Practices. To minimize the scrolling, each segement (User Journey, SLI, and SLO) are broken out into their own management instructions. You will find a link at the bottom of each section of this document to the more detailed instructions as well as links to the SLO Manager components at the very bottom of this page.
Note: It is important to check your associations within the SLO components as you will not be able to delete or edit some of these components if they are inter-associated.
Managing User Journeys
The User Journey is where it all starts. The user journey is a sequence of tasks that is a base on which SLOs are constructed and executed.
Adding User Journeys
The user journey is composed of SLOs which allow the user to examine the state of their reliability conformance. When you launch the SLO Manager, for example, it opens the existing User Journeys list (if any) by default.
You click on the “+ New Journey” Button in the upper right corner of the User Journey step (the opening page when you click on the SLO Manager icon on the left nav bar). This launches the SLO Wizard. The SLO Wizard walks you through the process, showing your progress at the top of the window.
Editing User Journeys
The user journey is composed of Services, SLIs, and SLOs which allow the user to examine the state of their profile conformance. If you want to edit the contents of an existing User Journey, there are two ways to do this:
Click on the down arrow to the left of the User Journey name, which opens a "Quick View" of the associated SLOs.
Click on the User Journey name itself, which opens the User Journey window and displays a list of associated SLOs in a Card structure.
Note: You must create a service or services and at least one SLI prior to creating the SLO. Also, while you can have multiple SLOs per User Journey, there is only one SLI per SLO.
Deleting User Journeys
If you click on the three dots at the ellipse at the end of the User Journey line to be removed. As with the other windows, the ellipse (three dots) at the end of each line gives you the following action options regarding that item:
Warning: If you click on Delete, you will receive a warning that you are about to permanently remove the item.
For more information, click on the following link for detailed instructions regarding How to Manage Blameless User Journeys.
Best Practice states you follow a consistent format for your naming conventions, with the goal of being able to look at the name of the SLO component and understand their goal. The challenge will be a generic enough name while allowing you to associate the SLO across multiple queries.
Adding SLOs to a User Journey
Adding an SLO to an existing User Journey occurs via the SLO Wizard, regardless of whether you are a new user or a seasoned SLO user. The SLO Wizard walks you through the steps, showing your progress at the top of the window.
Note: The best practice for User Journey analysis is collaboration across teams and groups to collect the journey information (e.g. engineering, product, site reliability engineers, customer success, etc.). Best practices also suggest something that reflects the User Journey it is associated with.
For example:Login Latency for 95% percentile.
Note: You must have at least one SLI to create an SLO.
After clicking on the User Journey Option in the upper left corner of the window, select the desired User Journey. A new User Journey window opens, containing a details regarding the SLO 9i.e., a list of any existing SLOs associated with the User Journey).
When the SLO kicks off, it will (currently) connect to the selected Data source and start digesting data for the previous 28 day time window to measure against the SLO(s) that are activated.
Note: Be aware that this may take some time to "crunch the numbers" once it has started.
When it is done, Blameless will generate a chart of the data it has digested, based on the parameters set and the Error Budget policy values, and display it below the SLO list on the landing page.
Note: You can delete an SLO even if it is associated with an SLI or Error Budget Policy.
If you have an SLO to delete you do so by clicking on the three dots icon in the SLO Title header and select the Delete (trash can) icon. Blameless will confirm (and warn you) the planned deletion.
For more information, click on the following link for detailed instructions regarding How to Manage Blameless SLOs.
Once you have SLIs set up, you connect them to your SLOs, which are targets against your SLI. These indicators are points on a digital user journey that contribute to customer experience and satisfaction.
Services is the list of SLIs associated with SLOs.
Select the Service Level Indicators option. When the Services window opens, and a list of services, if created, will appear. If no Services exist, the SLO Manager will say so.
Note: If there is no SLI associated with a service under the Services Title, the SLI title in the field will be blank.
Note: You must create at least one service with at least one SLI prior to adding an SLO to a User Journey.
When you open the desired Services window, you will find the following elements:
SLI A list of SLIs (if any exist) under an SLI tab.
Notes A Notes tab containing a text field where you can add information regarding the service.
Service Summary A summary of the following information regarding the SLI.
Note: Both the Description and the Team (members) sections have a pencil icon, signifying these fields can be edited.
To update Services, select an existing Service from the Services List. Click on the ellipse (three dots) and select the Edit” option. The Edit Service Modal opens. Adjust the information as desired in either (or both) required (*) fields. Click the “Save” button to update the Service.
In the Services window, click on the ellipse (three dots) at the end of the row for the desired Service. Select the “Delete” option. Blameless will ask for confirmation to delete.
SLIs are a quantitative measure, typically provided through your APM platform. Traditionally, these refer to either latency or availability, which are defined as response times, including queue/wait time, in milliseconds. A collection of SLIs, or composite SLIs, are a group of SLIs attributed to a larger SLO.
Adding SLIs to a Service
Adding an SLI to a Service is done via the Service Level Indicators landing page. However, creating an SLI through the SLO wizard is an additional flexibility we offer, because you must select an SLI when you create and add an SLO to a User Journey.
Note: Best Practices suggest assigning an SLI Name (*=required) and enter a description (optional).
For example:"This SLI measures the latency of the login request for the 95th percentile of login requests hitting the API and Login service".
When selecting the SLI Type (*=required field), the following are the currently supported options:
Availabilitymeasures good metrics vs. valid metrics.
Latencymeasures how long it takes to complete the task.
Throughputmeasures the proportion of the time the data processing rate is faster than a threshold.
Saturationmeasures the proportion of the time your system load is less than a threshold.
Note: Pingdom is a special integration, we can't measure internal metrics of services (which we can measure with Prometheus/Datadog/etc), we can work only with high level entities: page load time (SLI type "Latency") and status code of the page (SLI type "Availability").
Note: Prometheus currently tracks a block of data based on the oldest available data received.
Note: The SLI status is currently reported in two different areas:
- SLI cards under Service Level Indicators > Service
- In the Detailed view of each SLI.
Note: You CANNOT edit an SLI if it is associated with an SLO. Blameless will throw an error message.
If there is no association, you can select the SLO to update by selecting an existing SLI form a list of Services. Complete your edits and click the “Save” button.
Note: You cannot delete an SLI if it is associated with an SLO(s).
Open the SLI in question within the Services List. Locate and click on the Trash can icon within the SLI Title header.
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