Reliability is not a backstage concern. For institutional users, the status page, the latency envelope, and the recovery narrative are part of the product — as visible as any feature launch.
Make SLOs legible
We publish SLOs in language product and compliance teams can interpret. Error budgets drive prioritization: when budget burns, feature work pauses until recovery paths are proven.
- Instrument user journeys, not just infrastructure metrics.
- Run game days before peak seasons, not after incidents.
- Write postmortems for near-misses — culture learns from close calls.