المدخل الفعلي
- Complex source
- The service-level objective is 99.9% successful requests measured over a rolling 30-day window, excluding scheduled maintenance announced at least 72 hours in advance. Error-budget exhaustion triggers a release freeze, except for security fixes and changes approved by the incident commander. The objective is an internal reliability target, not a customer service-level agreement.
- Audience and prior knowledge
- New customer-support colleagues who know the product but not reliability engineering.
- Purpose and boundaries
- Help them explain incidents accurately. Do not imply contractual guarantees or tell customers what compensation they receive.







