action #135647
Updated by livdywan 7 months ago
* What are Service Level Objectives? * An objective is a goal ## Motivation We have https://progress.opensuse.org/projects/qa/wiki/tools#SLOs-service-level-objectives . To be able to ensure that we aim for * This is our ideal, not necessarily what meet expectations I suggest we do in practice in all cases * For us, as a team, set internal facing * What are Service Level Agreements? * An agreement is something objectives one order of magnitude smaller than SLAs which we consider ourselves bound promise to * If stakeholders, e.g. We promise to react to an urgent ticket at least once every week but internally we can't follow up ensure we need update it at least once a reality check or ensure we can meet day and accordingly for other priority levels. That should be an agreement within the agreements team along with according documentation, helping ticket queries and supporting tooling. ## Acceptance Criteria * For our stakeholders, **AC1**: https://progress.opensuse.org/projects/qa/wiki/tools#SLOs-service-level-objectives references internal goals (SLOs) as well as external facing promises (SLAs) ## Suggestions *DONE* * Initiate a call or Slack thread discussing aspects of this idea *DONE* * Rebrand the existing SLOs as SLAs 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 * 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/