action #135647
Updated by livdywan about 1 year ago
## Motivation
We have https://progress.opensuse.org/projects/qa/wiki/tools#SLOs-service-level-objectives . To be able to ensure that we meet expectations I suggest we set internal objectives one order of magnitude smaller than SLAs which we promise to stakeholders, e.g. We promise to react to an urgent ticket at least once every week but internally we ensure we update it at least once a day and accordingly for other priority levels. That should be an agreement within the team along with according documentation, helping ticket queries and supporting tooling.
## Acceptance Criteria
* **AC1**: https://progress.opensuse.org/projects/qa/wiki/tools#SLOs-service-level-objectives references internal goals (SLOs) as well as external promises (SLAs)
## Suggestions
* Initiate a call or Slack thread discussing aspects of this idea
* Rebrand the existing SLOs as SLAs
* Propose that our internal SLO's would be one order of magnitude below the SLAs
* Suggest a rule we can use to calculate between SLOs (internal) and SLAs (externals), e.g. ticket queries by priority
* Confirm that it is worth having this specified in detail e.g. maybe the team is already making such assumptions?
* Consider alternatives
* Consider rephrasing the current wiki text on https://progress.opensuse.org/projects/qa/wiki/tools#SLOs-service-level-objectives which only mentions "picking up", not updating already picked up tickets
* Make sure we have some dashboard available, e.g. either ticket queries or https://os-autoinst.github.io/qa-tools-backlog-assistant/