2 Comments

> The closer your SLO is to 100%, the more resources you’ll need to invest to achieve your SLO.

This reminded me of when we pushed to get live chat coverage from 95% to 100% (i.e. no missed customers). That doesn't sound like much, but it's actually a huge lift. And, because you're never going to hit EXACTLY 100% coverage on the dot, you're going to have to overstaff and be okay with Support team members being underutilized just to hit the coverage goal. Someone will be idling around with a single live chat.

Expand full comment