How we handle SLOs for SALTO KS
Part of our continuous effort to support growth while maintaining performance, reliability, and predictability is defining?SLOs (Service Level Objectives).?Those are meant to define the expected service between the provider and the customer. They are specific measurable characteristics such as uptime, operations, and speed. For the cloud-based access control solution?SALTO KS?we will explain which SLOs we measure and why.
Uptime
Up to now, our major focal point for measuring our overall Service Level Objective has been to look at the uptime of each individual service in our ecosystem and make sure those are at least adhering to our percentage of 99.9700%. The fact that we are meeting and exceeding that percentage for quite some time now is a great achievement of which we are very proud!
So?
Well, the high uptime percentage doesn't say that much about the customer experience. With a high percentage of platform availability, SALTO KS customers will be able to reach the platform and services, and the platform will do what it is supposed to do, but it does not say anything about the performance of individual functions a typical customer uses. We decided it was time we started looking at other things to measure.
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What is important to the customers?
The operations of access control are of utmost importance for our customers. Fluctuations in individual response times of endpoints?(i.e. the communication points that external software programs must send a request to in order to communicate with our API)?that are used to control access rules like assigning a tag (physical credential), adding or removing a user from an access group, blocking a user, and configuring offline access for a lock have a big impact on the day-to-day experience of a client may have while performing their daily tasks.?
Another important factor is the overall performance of operations that require a direct response from an?IQ?(Edge device), like activating an IQ in a mobile app, performing a remote opening, or generating a?Digital Key. If it takes too long, users might consider it not working or at least bothersome.?When changes have been made to access rules, we want to make sure that they are applied to the IQs involved as fast as possible, because only then they will have an actual effect.
To continue reading more about our SLOs and what we wish to measure and achieve by doing so, click here.