Platform Personas

This document outlines the key personas who interact with the SLAOps platform, their priorities, and what matters most to them.

Persona Overview

Persona	Primary Goals	Key Metrics	Platform Priorities
User	Access platform dashboards and monitoring data	Dashboard visibility, Data accessibility	Login functionality, Intuitive dashboards, Real-time data visualization
Developer	Instrument applications with SDK, Track API performance	API usage, Latency, Throughput, Availability, Consistency, Reliability, Security, Compliance, Performance, Scalability	Multi-language SDK support (Node.js, Python, Ruby, Go, Java, C#), Easy integration, Proactive error notifications, Deprecation warnings, Validation error guidance
Software Manager	Conduct QBRs and oversee team performance	Usage trends, Error rates, Latency, Throughput, Availability, Consistency, Reliability, Security, Compliance, Performance, Scalability	Comprehensive reporting, Historical trend analysis, Executive dashboards, QBR-ready metrics
CFO	Calculate and forecast API costs, Control spending	Current usage costs, Forecasted costs, Usage trends, Cost patterns, Budget adherence	Cost calculation tools, Usage forecasting, Cost trend analysis, Anomaly detection, Budget alerts, Usage plan enforcement
Business Owner	Monitor service health and business continuity	Service availability, Usage patterns, Business impact metrics	Real-time service status, Usage notifications, Business impact analysis, Service health alerts, Usage trend monitoring
SRE Engineer	Ensure system reliability and performance	Vendor API performance, System availability, Error rates, Latency spikes, Incident detection	Vendor API monitoring, Performance testing tools (load/stress), Alerting configuration, AI-powered incident investigation, Real-time performance metrics

Detailed Persona Profiles

User

Role: General platform user Primary Need: Access to monitoring dashboards and data

What They Care About:

• Simple, secure login process
• Clear, intuitive dashboards
• Easy navigation
• Real-time data visibility

Platform Features:

• Authentication and authorization
• Dashboard views
• Data visualization
• User-friendly interface

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Developer

Role: Software engineer building and maintaining applications Primary Need: Easy instrumentation and proactive issue detection

What They Care About:

• SDK availability in their programming language (Node.js, Python, Ruby, Go, Java, C#)
• Simple SDK integration
• Comprehensive tracking capabilities (usage, latency, throughput, availability, consistency, reliability, security, compliance, performance, scalability)
• Proactive notifications about:
  • Incorrect API calls with fix guidance
  • Validation errors with solutions
  • Calls that should work but don't
  • API deprecations affecting their code

Platform Features:

• Multi-language SDK support
• Request/response tracking
• Error detection and guidance
• API validation
• Deprecation warnings
• Developer-friendly documentation
• Code examples and integration guides

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Software Manager

Role: Engineering team leader conducting QBRs and managing team performance Primary Need: Comprehensive metrics for quarterly business reviews

What They Care About:

• Usage statistics and trends
• Error rates across services
• Latency measurements
• Throughput analysis
• Availability metrics
• Consistency tracking
• Reliability scores
• Security compliance
• Performance benchmarks
• Scalability insights

Platform Features:

• Executive dashboards
• QBR reporting tools
• Historical trend analysis
• Cross-service comparisons
• Team performance metrics
• Custom report generation
• Export capabilities for presentations

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CFO

Role: Chief Financial Officer managing technology spending Primary Need: Cost visibility, forecasting, and control

What They Care About:

• Cost Calculation:

  • Current API usage costs
  • Historical cost data
  • Forecasted future costs
  • Usage trends and patterns
  • Cost outliers and anomalies
  • Usage spikes and drops
  • Normal vs. abnormal cost levels

• Cost Control:

  • Budget adherence alerts
  • Usage plan enforcement
  • Spending threshold notifications

Platform Features:

• Real-time cost tracking
• Cost forecasting models
• Usage pattern analysis
• Budget alert system
• Usage plan management
• Cost anomaly detection
• Financial reporting dashboards
• Cost optimization recommendations

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Business Owner

Role: Service owner responsible for business continuity Primary Need: Service health monitoring and business impact visibility

What They Care About:

• Service availability and uptime
• Usage patterns affecting business
• Immediate notification when:
  • Service usage exceeds plan limits
  • Service has stopped
  • Service has started
  • Service usage increases
  • Service usage decreases
  • Service usage fluctuates
  • Service usage spikes
  • Service usage drops
  • Service usage levels off
  • Service usage normalizes

Platform Features:

• Real-time service monitoring
• Usage-based alerting
• Service health dashboards
• Business impact metrics
• Configurable notification rules
• Service status history
• Usage trend visualization

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SRE Engineer

Role: Site Reliability Engineer ensuring system reliability and performance Primary Need: Proactive monitoring, alerting, and performance testing

What They Care About:

• Vendor API Monitoring:

  • API response times (slow performance)
  • API capacity (overload detection)
  • API responsiveness
  • API availability (downtime detection)

• Incident Detection & Investigation:

  • Configurable AI-powered investigation triggers for:
    • Error rate spikes
    • Latency spikes
    • Throughput spikes
    • Availability drops
    • Consistency issues
    • Reliability degradation
    • Security incidents
    • Compliance violations
    • Performance degradation
    • Scalability problems

• Performance Testing:

  • Load testing capabilities
  • Stress testing tools

Platform Features:

• Vendor API health monitoring
• Advanced alerting system
• AI-powered incident investigation
• Configurable alert thresholds
• Performance testing suite
• Load and stress testing tools
• Real-time metric dashboards
• Incident root cause analysis
• Integration with incident management tools

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Persona Interaction Matrix

Feature Area	User	Developer	Software Manager	CFO	Business Owner	SRE Engineer
Dashboards						
SDK Integration	-		-	-	-	
Alerting						
Cost Analysis	-	-				-
Performance Testing	-			-	-	
Reporting						
AI Investigation	-			-		

Legend:

•  = Critical priority
•  = High priority
•  = Medium priority
• - = Not applicable

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Design Implications

For Product Development

• Multi-persona dashboards: Different views for different roles
• Role-based access control: Appropriate permissions per persona
• Configurable alerting: Each persona needs different alert types
• Comprehensive SDK support: Essential for developer adoption
• Financial tools: Cost tracking and forecasting for CFO needs
• AI-powered insights: Automated investigation for SRE and developer efficiency

For Documentation

• Persona-specific guides and tutorials
• Role-based getting started flows
• Use case examples for each persona
• Integration guides for developers
• Financial reporting guides for CFOs
• Runbook examples for SRE engineers

For Feature Prioritization

1. Phase 1: User authentication, Developer SDKs, Basic dashboards
2. Phase 2: SRE alerting, Business Owner notifications, Cost tracking
3. Phase 3: AI investigation, Advanced reporting, Performance testing
4. Phase 4: Cost forecasting, Advanced analytics, Custom integrations

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Related Documents:

• User Stories
• Configuration Guide
• Client Controller