Sort service metrics by what they control
Classify service metrics as indicators, objectives, agreements, or operational diagnostics.
Sort each item by its metric role. SLI SLO SLA Operating metric Successful login rate measured from production telemetry Maintain monthly successful login rate at or above 99.5 percent Critical identity incidents receive first response within 15 minutes during business hours Average ticket reassignment count by resolver group P95 API latency measured at the gateway Keep P95 API latency below 400 ms for 99 percent of business hours Contracted restoration promise for payroll outage priority levels Number of knowledge articles not reviewed in the last 180 days
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