CF SRE team need to rethink their published SLA of 100%. This is not reasonable. https://www.cloudflare.com/business-sla/
Also, SRE here but not for Cloudflare -- I've never seen SREs directly involved in externally published SLAs, they usually come from legal. We deal with SLOs on more fine grained SLIs than overall uptime
I made it to SLA (which I believe stands for service level agreement). What do the other abbreviations stand for?
SLO - Service Level Objective - the service level you strive for. If it's higher you have room for experimentation, etc.
SLI - Service Level Indicator - the actual metric(s) you use to measure a service level (latency, error rate, throughput, etc.)
SLO - service level objective, the stated availability (or latency or durability etc) of the service. Usually expressed as a value over a period of time (e.g 99.9% availability as measured over a moving 30 average). The SLO is measured by the SLI.
SLI - service level indicator. Simply, the direct measurement of the service (i.e metrics)
SRE - Site Reliability Engineer, usually a member of a team who is responsible for the continued availability of the service and the poor sap who gets paged when it breaches SLO or has an outage or other impactful event.
SLI: Service level indicator (Metric to measure the health of a service. For example successful requests per interval / total requests per interval.)
SLO: Service level objective (what performance you expect eg. the previously mentioned SLI is >= 99.5%)
SLA: Servicelevel agreement (legal agreement that defines what happens if a SLO is not met)
They are not being honest with themselves here
They aren't saying they guarantee 100% uptime. They're saying they'll pay you for any downtime. It's literally the 3rd paragraph:
> 1.2 Penalties. If the Service fails to meet the above service level, the Customer will receive a credit equal to the result of the Service Credit calculation in Section 6 of this SLA.
(Most people I know consider them meaningless marketing BS that's really just meant to trick people or satisfy some make-work checkbox)
> Cloudflare ("Company") commits to provide a level of service for Business Customers demonstrating: [...] 100% Uptime. The Service will serve Customer Content 100% of the time without qualification.
This is a legal commitment to provide 100% uptime. They are guaranteeing 100% uptime and defining penalties for failing to meet that guarantee. The fact that a penalty is defined does not stop it from being a guarantee.
"Service Credits are Customer’s sole and exclusive remedy for any violation of this SLA."
I don't think you know what a guarantee is.
For example when you buy a new car you get a guarantee that it won't break down. Are they claiming it won't break down? No, of course not. What a guarantee means is that they'll fix it or compensate you if it does.