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©2008–18 New Relic, Inc. All rights reserved
©2008–18 New Relic, Inc. All rights reserved
Tori Wieldt, Sr. Solutions Manager
SRE-iously!
Defining the Principles, Habits, and Practices of
Site Reliability Engineering
©2008–18 New Relic, Inc. All rights reserved
This document and the information herein (including any information that may be incorporated by reference) is provided for informational purposes only and should
not be construed as an offer, commitment, promise or obligation on behalf of New Relic, Inc. (“New Relic”) to sell securities or deliver any product, material, code,
functionality, or other feature. Any information provided hereby is proprietary to New Relic and may not be replicated or disclosed without New Relic’s express written
permission.
Such information may contain forward-looking statements within the meaning of federal securities laws. Any statement that is not a historical fact or refers to
expectations, projections, future plans, objectives, estimates, goals, or other characterizations of future events is a forward-looking statement. These forward-looking
statements can often be identified as such because the context of the statement will include words such as “believes,” “anticipates,” “expects” or words of similar
import.
Actual results may differ materially from those expressed in these forward-looking statements, which speak only as of the date hereof, and are subject to change at
any time without notice. Existing and prospective investors, customers and other third parties transacting business with New Relic are cautioned not to place undue
reliance on this forward-looking information. The achievement or success of the matters covered by such forward-looking statements are based on New Relic’s
current assumptions, expectations, and beliefs and are subject to substantial risks, uncertainties, assumptions, and changes in circumstances that may cause the
actual results, performance, or achievements to differ materially from those expressed or implied in any forward-looking statement. Further information on factors that
could affect such forward-looking statements is included in the filings we make with the SEC from time to time. Copies of these documents may be obtained by
visiting New Relic’s Investor Relations website at ir.newrelic.com or the SEC’s website at www.sec.gov.
New Relic assumes no obligation and does not intend to update these forward-looking statements, except as required by law. New Relic makes no warranties,
expressed or implied, in this document or otherwise, with respect to the information provided.
©2008–18 New Relic, Inc. All rights reserved
THE SRE HANDBOOK
But what if you’re 

not Google?
©2008–18 New Relic, Inc. All rights reserved
A LITTLE BACKGROUND
Ruby Monolith
Siloed teams
Infrequent Releases
TO
300+ Microservices
50+ Engineering Teams with embedded SREs
20-70 Deploys a Day
Huuuge Kafka Cluster
*with embedded SREs
FROM
©2008–18 New Relic, Inc. All rights reserved
HOW IT WAS
*with embedded SREs
On-Premises
On Premises 

Relational Data
Customers
NoSQL 

Data Store
Public Cloud
Micro Services
API
Mobile
Apps
Browser
©2008–18 New Relic, Inc. All rights reserved
WE ASKED OUR STAKEHOLDERS
©2008–18 New Relic, Inc. All rights reserved
WE ASKED OUR STAKEHOLDERS
Why do we have SREs at New Relic?
What’s the vision for our SRE team?
How can SREs most effectively contribute 

to the future of our platform?
©2008–18 New Relic, Inc. All rights reserved 8©2008–18 New Relic, Inc. All rights reserved
©2008–18 New Relic, Inc. All rights reserved
Continuously improve 

the reliability of systems
in the 

New Relic platform
ONE GOAL
8©2008–18 New Relic, Inc. All rights reserved
©2008–18 New Relic, Inc. All rights reserved
TWO ROLES
9
“Pure” SRE
Build and support our
core internal platform:
Container Fabric
Networking Systems
Partner with Eng Teams
Domain Experts in:
Reliability
Tooling
Scaling
Embedded SRE
©2008–18 New Relic, Inc. All rights reserved
THREE SPHERES
10
RELIABILITYSTABILITY ENGINEERING
©2008–18 New Relic, Inc. All rights reserved 11
• Fix team problems manually.

• Track down hardware defects on servers.

• Provision _______________.
TOIL
©2008–18 New Relic, Inc. All rights reserved 11
• Fix team problems manually.

• Track down hardware defects on servers.

• Provision _______________.
TOIL
Repetitive work that scales linearly.
©2008–18 New Relic, Inc. All rights reserved 12
Encourage Best Practices
• Audit runbooks

• Hold “game days”
• Meet with product architects 

• Create team risk matrices
Stay Current
©2008–18 New Relic, Inc. All rights reserved 13
Reduce Sprawl
• Migrate teams to our 

code pipeline
• Build tools
• Clean up alerts
• Build an integration
Improve Monitoring
©2008–18 New Relic, Inc. All rights reserved
KEYS TO SRE SUCCESS
14
Reliability 

is a feature

Reliability depends 

on shared
understanding
SRE is a challenging, 

cross-disciplinary
practice
©2008–18 New Relic, Inc. All rights reserved
KEYS TO SRE SUCCESS
14
Reliability 

is a feature

Query your stakeholders
Reliability depends 

on shared
understanding
SRE is a challenging, 

cross-disciplinary
practice
©2008–18 New Relic, Inc. All rights reserved
KEYS TO SRE SUCCESS
14
Reliability 

is a feature

Query your stakeholders
Reliability depends 

on shared
understanding
Develop clear, 

specific guidelines
SRE is a challenging, 

cross-disciplinary
practice
©2008–18 New Relic, Inc. All rights reserved
KEYS TO SRE SUCCESS
14
Reliability 

is a feature

Query your stakeholders
Reliability depends 

on shared
understanding
Develop clear, 

specific guidelines
SRE is a challenging, 

cross-disciplinary
practice
Build a strong 

SRE community
©2008–18 New Relic, Inc. All rights reserved
A TEMPLATE FOR SUCCESS
15
Determine Your Goal
Example:
Continuously improve the
reliability of the systems of our
company’s platform
Establish Roles
Example:
Pure SRE

Embedded SRE
21 3
Focus Areas
Examples:
Stability

Reliability

Engineering
©2008–18 New Relic, Inc. All rights reserved
DETAILS IN OUR SRE EBOOK
16
bit.ly/NewRelicSRE @ToriWieldt
©2008–18 New Relic, Inc. All rights reserved
FIRESIDE CHAT
17
TIM O’BRIEN
Managing Director, 

Cloud Services and Information Security
©2008–18 New Relic, Inc. All rights reserved
FIRESIDE CHAT
17
TIM O’BRIEN
Managing Director, 

Cloud Services and Information Security
©2008–18 New Relic, Inc. All rights reserved
THANK YOU!
@ToriWieldt
linkedin.com/in/toriwieldt
©2008–18 New Relic, Inc. All rights reserved
WHAT SRES DO
19
Champion reliability best practices.

Guide designs and processes with an eye toward resilience and low toil.

Reduce technical complexity and sprawl.

Drive the usage of tooling and common components.

Implement software and tooling to improve resilience and automate operations.
©2008–18 New Relic, Inc. All rights reserved

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SRE-iously

  • 1. ©2008–18 New Relic, Inc. All rights reserved
  • 2. ©2008–18 New Relic, Inc. All rights reserved Tori Wieldt, Sr. Solutions Manager SRE-iously! Defining the Principles, Habits, and Practices of Site Reliability Engineering
  • 3. ©2008–18 New Relic, Inc. All rights reserved This document and the information herein (including any information that may be incorporated by reference) is provided for informational purposes only and should not be construed as an offer, commitment, promise or obligation on behalf of New Relic, Inc. (“New Relic”) to sell securities or deliver any product, material, code, functionality, or other feature. Any information provided hereby is proprietary to New Relic and may not be replicated or disclosed without New Relic’s express written permission. Such information may contain forward-looking statements within the meaning of federal securities laws. Any statement that is not a historical fact or refers to expectations, projections, future plans, objectives, estimates, goals, or other characterizations of future events is a forward-looking statement. These forward-looking statements can often be identified as such because the context of the statement will include words such as “believes,” “anticipates,” “expects” or words of similar import. Actual results may differ materially from those expressed in these forward-looking statements, which speak only as of the date hereof, and are subject to change at any time without notice. Existing and prospective investors, customers and other third parties transacting business with New Relic are cautioned not to place undue reliance on this forward-looking information. The achievement or success of the matters covered by such forward-looking statements are based on New Relic’s current assumptions, expectations, and beliefs and are subject to substantial risks, uncertainties, assumptions, and changes in circumstances that may cause the actual results, performance, or achievements to differ materially from those expressed or implied in any forward-looking statement. Further information on factors that could affect such forward-looking statements is included in the filings we make with the SEC from time to time. Copies of these documents may be obtained by visiting New Relic’s Investor Relations website at ir.newrelic.com or the SEC’s website at www.sec.gov. New Relic assumes no obligation and does not intend to update these forward-looking statements, except as required by law. New Relic makes no warranties, expressed or implied, in this document or otherwise, with respect to the information provided.
  • 4. ©2008–18 New Relic, Inc. All rights reserved THE SRE HANDBOOK But what if you’re 
 not Google?
  • 5. ©2008–18 New Relic, Inc. All rights reserved A LITTLE BACKGROUND Ruby Monolith Siloed teams Infrequent Releases TO 300+ Microservices 50+ Engineering Teams with embedded SREs 20-70 Deploys a Day Huuuge Kafka Cluster *with embedded SREs FROM
  • 6. ©2008–18 New Relic, Inc. All rights reserved HOW IT WAS *with embedded SREs On-Premises On Premises 
 Relational Data Customers NoSQL 
 Data Store Public Cloud Micro Services API Mobile Apps Browser
  • 7. ©2008–18 New Relic, Inc. All rights reserved WE ASKED OUR STAKEHOLDERS
  • 8. ©2008–18 New Relic, Inc. All rights reserved WE ASKED OUR STAKEHOLDERS Why do we have SREs at New Relic? What’s the vision for our SRE team? How can SREs most effectively contribute 
 to the future of our platform?
  • 9. ©2008–18 New Relic, Inc. All rights reserved 8©2008–18 New Relic, Inc. All rights reserved
  • 10. ©2008–18 New Relic, Inc. All rights reserved Continuously improve 
 the reliability of systems in the 
 New Relic platform ONE GOAL 8©2008–18 New Relic, Inc. All rights reserved
  • 11. ©2008–18 New Relic, Inc. All rights reserved TWO ROLES 9 “Pure” SRE Build and support our core internal platform: Container Fabric Networking Systems Partner with Eng Teams Domain Experts in: Reliability Tooling Scaling Embedded SRE
  • 12. ©2008–18 New Relic, Inc. All rights reserved THREE SPHERES 10 RELIABILITYSTABILITY ENGINEERING
  • 13. ©2008–18 New Relic, Inc. All rights reserved 11 • Fix team problems manually.
 • Track down hardware defects on servers.
 • Provision _______________. TOIL
  • 14. ©2008–18 New Relic, Inc. All rights reserved 11 • Fix team problems manually.
 • Track down hardware defects on servers.
 • Provision _______________. TOIL Repetitive work that scales linearly.
  • 15. ©2008–18 New Relic, Inc. All rights reserved 12 Encourage Best Practices • Audit runbooks
 • Hold “game days” • Meet with product architects 
 • Create team risk matrices Stay Current
  • 16. ©2008–18 New Relic, Inc. All rights reserved 13 Reduce Sprawl • Migrate teams to our 
 code pipeline • Build tools • Clean up alerts • Build an integration Improve Monitoring
  • 17. ©2008–18 New Relic, Inc. All rights reserved KEYS TO SRE SUCCESS 14 Reliability 
 is a feature
 Reliability depends 
 on shared understanding SRE is a challenging, 
 cross-disciplinary practice
  • 18. ©2008–18 New Relic, Inc. All rights reserved KEYS TO SRE SUCCESS 14 Reliability 
 is a feature
 Query your stakeholders Reliability depends 
 on shared understanding SRE is a challenging, 
 cross-disciplinary practice
  • 19. ©2008–18 New Relic, Inc. All rights reserved KEYS TO SRE SUCCESS 14 Reliability 
 is a feature
 Query your stakeholders Reliability depends 
 on shared understanding Develop clear, 
 specific guidelines SRE is a challenging, 
 cross-disciplinary practice
  • 20. ©2008–18 New Relic, Inc. All rights reserved KEYS TO SRE SUCCESS 14 Reliability 
 is a feature
 Query your stakeholders Reliability depends 
 on shared understanding Develop clear, 
 specific guidelines SRE is a challenging, 
 cross-disciplinary practice Build a strong 
 SRE community
  • 21. ©2008–18 New Relic, Inc. All rights reserved A TEMPLATE FOR SUCCESS 15 Determine Your Goal Example: Continuously improve the reliability of the systems of our company’s platform Establish Roles Example: Pure SRE
 Embedded SRE 21 3 Focus Areas Examples: Stability
 Reliability
 Engineering
  • 22. ©2008–18 New Relic, Inc. All rights reserved DETAILS IN OUR SRE EBOOK 16 bit.ly/NewRelicSRE @ToriWieldt
  • 23. ©2008–18 New Relic, Inc. All rights reserved FIRESIDE CHAT 17 TIM O’BRIEN Managing Director, 
 Cloud Services and Information Security
  • 24. ©2008–18 New Relic, Inc. All rights reserved FIRESIDE CHAT 17 TIM O’BRIEN Managing Director, 
 Cloud Services and Information Security
  • 25. ©2008–18 New Relic, Inc. All rights reserved THANK YOU! @ToriWieldt linkedin.com/in/toriwieldt
  • 26. ©2008–18 New Relic, Inc. All rights reserved WHAT SRES DO 19 Champion reliability best practices.
 Guide designs and processes with an eye toward resilience and low toil.
 Reduce technical complexity and sprawl.
 Drive the usage of tooling and common components.
 Implement software and tooling to improve resilience and automate operations.
  • 27. ©2008–18 New Relic, Inc. All rights reserved