Onboarding SLOs for Salesforce services

Onboarding SLOs for Salesforce services

摘要

At Salesforce, we operate thousands of services of various sizes: monolith and micro-services, both customer-facing and internal, across multiple substrates, i.e. first party and public cloud infrastructure. In our earlier blog “READS: Service Health Metrics,” we talked about the Service Level Objective (SLO) framework called READS that we developed at Salesforce to standardize SLO tracking for Salesforce services using a minimal set of indicators. Note that, at Salesforce, we consider SLO tracking for features as critical to our customers and our success as SLO tracking for the services that serve the features. So, from here on, when we use the word “service,” we mean both a service and feature. A natural question to ask in this context might be, how do we manage the SLO onboarding process for services at scale? How do we simplify the Developer Experience (DX) for service owners? What are some key takeaways from our approaches?