Meet your customer experience SLAs
Reduce churn, eliminate latency and outages, and avoid penalties from SLA breaches with Honeycomb.
Situation
When managing a large customer base with strict SLAs, even minimal latency or downtime can incur significant financial penalties or revenue loss.
Reliability for your customers is non-negotiable—SLA penalties and reputational damage are very real issues.
Challenges
You can’t afford to miss an issue that could lead to an SLA breach or delay in support for affected customers—but that can be hard when obstacles stand in the way.
Business hurdles
- Difficulty in identifying which customers are impacted by SLA breaches, leading to slower support response times.
- Incomplete understanding of critical service areas needing attention, making it challenging to effectively direct your engineering and customer support resources.
Engineering issues
- Incumbent tools may not reliably detect emerging issues before they impact customer SLAs.
- Inefficient tools and processes impede investigations and delay identifying the root cause.
Solving with Honeycomb
Service level objectives (SLOs) enable your team to identify and address emerging issues before they impact customers—and your SLAs.
Here’s a step by step example of how you can leverage SLOs in Honeycomb.
Send data
Monitor critical journeys
Proactively address issues
Detect anomalies and impact
Speed up root cause analysis
Outcomes
At Honeycomb, we’re uncompromising on reliability.
It’s crucial to get immediate insights in the face of an incident. It’s even more crucial to mitigate SLA breaches altogether through SLOs.
Improve customer experience
Increase service uptime and consistency in meeting SLAs
Elevate Net Promoter Score (NPS)
Provide a consistent, steady customer experience through reliable services
Increase engineering efficiency
Decrease the number of tools needed for insights, speeding up debugging
Foster collaboration between engineering teams
Empower the entire team to efficiently respond to incidents
Mitigate risk
Ensure reliable services, leading to fewer breaches
Minimize operational risk by preventing issues from impacting SLAs and incurring penalties
Reduce customer churn
Guide
Get our guide on SLOs
SLOs are fundamental to proactively respond to emerging issues in order to solve them before they impact customers—and your SLAs. In our guide, you’ll learn what makes for impactful SLOs, such as:
Setting realistic targets
Mapping multiple user journeys to one SLO
Using predictive burn alerts
Configuring short-term and long-term burn alerts
Using events to calculate SLO targets
Customers love Honeycomb SLOs
“Introducing Honeycomb SLOs has been a gamechanger for us. They serve as a kind of contract between our product managers and engineers where we jointly define appropriate SLOs for each part of the product and agree that if an SLO isn’t met, it’s an indicator of customer impact. We then halt other work and prioritize resolving the issue.“
“Honeycomb has really opened our eyes to how our system behaves, how we can make it more efficient. Tracing is a game-changing thing for us. We loved Honeycomb before, but this has sped up our ability to observe how our entire system behaves.“
“Every single person without exception has recouped time that was previously lost investigating. I think it’s night and day. If you’ve been out there for long enough, you know the pain of investigating very complex systems. I see how much time Honeycomb can save us.“