QA

action #135647

Updated by okurz 7 months ago

## Motivation 
  We have https://progress.opensuse.org/projects/qa/wiki/tools#SLOs-service-level-objectives . To be able to ensure * What are Service Level Objectives? 
   * An objective is a goal that we meet expectations I suggest aim for 
   * This is our ideal, not necessarily what we set do in practice in all cases 
   * For us, as a team, internal objectives one order of magnitude smaller than SLAs which facing 
 * What are Service Level Agreements? 
   * An agreement is something we promise consider ourselves bound to stakeholders, e.g. We promise to react to an urgent ticket at least once every week but internally 
   * If we can't follow up we need a reality check or ensure we update it at least once a day and accordingly for other priority levels. That should be an agreement within can meet the team along with according documentation, helping ticket queries and supporting tooling. 

 ## Acceptance Criteria  
 agreements 
   * **AC1**: https://progress.opensuse.org/projects/qa/wiki/tools#SLOs-service-level-objectives references internal goals (SLOs) as well as For our stakeholders, external promises (SLAs)  

 facing 

 ## Suggestions 
 * *DONE* Initiate a call or Slack thread discussing aspects of this idea 
 * *DONE* Rebrand the existing SLOs as SLAs 
 * *DONE* 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 
 * *DONE* Propose that our internal SLO's would be one order of magnitude below the SLAs 
 * *DONE* Suggest a rule we can use to calculate between SLOs (internal) and SLAs (externals), e.g. ticket queries by priority 
 * *DONE* Confirm that it is worth having this specified in detail e.g. maybe the team is already making such assumptions? 
 * DONE* Consider alternatives 
 * 

 Make sure we have some dashboard available, e.g. either ticket queries or https://os-autoinst.github.io/qa-tools-backlog-assistant/ 

 ## Further details 
 * What are Service Level Objectives? 
   * An objective is a goal that we aim for 
   * This is our ideal, not necessarily what we do in practice in all cases 
   * For us, as a team, internal facing 
 * What are Service Level Agreements? 
   * An agreement is something we consider ourselves bound to 
   * If we can't follow up we need a reality check or ensure we can meet the agreements 
   * For our stakeholders, external facing 

Back