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API Service Level Agreement News

These are the news items I've curated in my monitoring of the API space that have some relevance to the API definition conversation and I wanted to include in my research. I'm using all of these links to better understand how the space is using service level agreements to ensure quality API availability.

Connecting Service Level Agreement To API Monitoring

Monitoring your API availability should be standard practice for internal and external APIs. If you have the resources to custom build API monitoring, testing, and performance infrastructure, I am guessing you already have some pretty cool stuff in place. If you don’t, then you should not be reinventing the wheel out there, and you should be leveraging one of the existing API monitoring services out there on the market. When you are getting started with monitoring your APIs I recommend you begin with uptime and downtime, and once you deliver successfully on that front, I recommend you work on API performance, and the responsiveness of your APIs.

You should begin with making sure you are delivering the service level agreement you have in place with your API consumers. What, you don’t have a service level agreement? No better time to start than now. If you don’t already have an explicitly stated SLA in place, I recommend creating one internally, and see what you can do to live up to your API SLA, then once you ensure things are operating at acceptable levels, you share with your API consumers. I am guessing they will be pretty pleased to hear that you are taking the initiative to offer an SLA, and are committed enough to your API to work towards such a high bar for API operations.

To help you manage defining, and then ultimately monitoring and living up to your API SLA, I recommend taking a look at APIMetrics, who is obsessively focused on API quality, performance, and reliability. They spend a lot of time monitoring public APIs, and have developed a pretty sophisticated approach to ranking and scoring your API to ensure you meet your SLA. As you can see in the picture for this story, the APIMetrics administrative dashboard provides a pretty robust way for you to measure any API you want, and establish metrics and triggers that let you know if you’ve met or failed to meet your SLA requirements. As I said, you could start out by monitoring internally if you are nervous about the results, but once you are ready to go prime time you have the tools to help you regularly reporting internally, as well as externally to your API consumers.

I wish that every stop along the life cycle had a common definition for defining a specific aspect of service level agreements, and was something that multiple API providers could measure and report upon similar to what APIMetrics does for monitoring and performance. I’d like to see API design begin to have a baseline definition, that was verifiable through a common set of machine readable API assertions. I’d love for API plans, pricing, and even terms of service measurable, reportable, in a similar way. These are all things that should be observable through existing outputs, and reflected as part of service level agreements. I’d love to see the concept of the SLA evolve to cover all aspects of the quality of service beyond just availability. APIMetrics provides a good look at how the services we use to manage our APIs can be used to define the level of service we provide, something that we can be emulating more across our API operations.


Managing Platform Terms of Service In A Site Policy Repository

Github is releasing an update to their platform Terms of Service and Corporate Terms of Service. Guess what platform their are using to manage the evolution, and release of their terms of service? Github of course! They are soliciting feedback, along with clarifications and improvements to their terms of service, with an emphasis on helping making things more readable! #nice

Github has provided a deadline for everyone to submit comments by the end of the month, then they’ll spend about a week going through the comments before making any changes. It provides a pretty useful way for any platform to manage their terms of service in a way that gives the community a voice, and provides some observability into the process for everyone else who might not feel confident enough to chime in on the process. This can go a long way towards building trust with the community, even if they don’t directly participate in the process.

Managing terms of service using Github makes sense for all providers, not just Github. It provides an open, transparent, and participatory way to move forward one of the most important documents that is governing API consumption. It is logical that the drafting, publishing, and evolution of platform terms be done out in the open, where the community can watch and participate. Pushing forward the design of the legal document in sync with the design, deployment, management, SDKs and other aspects of API operations. Bringing the legal side of things out of the shadows, and making it part of the conversation within the community.

Eventually, I’d like to see the terms of service, privacy policies, service level agreements, and other legal documents that govern API operations managed and available on Github like this. It gives the wider API community the chance to play a more significant role in hammering out the legal side of API operations, ensuring this are easier to follow and understand, and maybe even standardized across APIs. Who knows, maybe some day terms of service, privacy policies, and service level agreements will all be available in plain language, as well as machine readable YAML, shifting how the API contract will scale.


The Support Elements Of Your API Service Level Agreement

Zendesk gave me some valuable building blocks to add to both my API support and API service level agreement research, with their support SLA. This is why I keep an eye on not just how API providers are handling their support, but also how leading support software as a service API providers are setting the bar for how we do support.

The Zendesk support SLA provides us with some valuable information about setting a service level objective, developing support SLA workflow, dealing with a breach, and even some key performance indicators (KPIs) to help you measure success. I will be taking the bullet points from each area and adding to the overlap of my API support and service level research, and I’ll even begin flushing out my API breach research with its first handful of building blocks regarding how to handle a really bad situation.

I’m seeing an uptick in the number of SLAs with leading API providers, so it makes sense to start considering how other aspects of API operations should be reflected in our API service level agreements. How you support and communicate with your customers can be just as important as the technical bullets of your SLA. Most of the SLAs I’ve read in the API space focus on the technical, business, and legal considerations of integration, but Zendesk reminds us of the actual human elements of setting and meeting a specific level of service when it comes to API integration.


If you think there is a link I should have listed here feel free to tweet it at me, or submit as a Github issue. Even though I do this full time, I'm still a one person show, and I miss quite a bit, and depend on my network to help me know what is going on.