A reliability playbook for Heads of SRE turning availability targets into measured outcomes - honest SLOs from the customer's perspective, error budgets that actually change behavior, and the deploy hygiene that kills most of the incidents.
SLOs defined from the customer's perspective. Per critical user journey. Measured from outside the platform on the paths the customer actually uses, so the number on the dashboard is the number the customer feels.
Error budgets are calculated weekly. When the budget is on track, the team ships. When the budget is burning, the team stops shipping and works the burn. The budget is the rule, not the suggestion.
Most incidents are deployment-related. Deployment hygiene reduces them - progressive rollout, automated rollback, change windows for the riskiest services, and a kill switch on every new path to production.
SLOs defined from the customer's perspective. Per critical user journey.
Error budgets are calculated weekly. When the budget is on track, the team ships. When the budget burns, the team stops and works the burn.
Most incidents are deployment-related. Deployment hygiene reduces them. Progressive rollout, automated rollback, change windows on the riskiest services.
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