Files
nexus/sreweekly/articles/425/07-service.html
2026-09-12 17:23:01 +08:00

490 lines
280 KiB
HTML
Raw Permalink Blame History

This file contains invisible Unicode characters
This file contains invisible Unicode characters that are indistinguishable to humans but may be processed differently by a computer. If you think that this is intentional, you can safely ignore this warning. Use the Escape button to reveal them.
This file contains Unicode characters that might be confused with other characters. If you think that this is intentional, you can safely ignore this warning. Use the Escape button to reveal them.
<!DOCTYPE html>
<html lang="en" dir="ltr">
<head>
<meta charset="utf-8" />
<meta name="norton-safeweb-site-verification" content="24usqpep0ejc5w6hod3dulxwciwp0djs6c6ufp96av3t4whuxovj72wfkdjxu82yacb7430qjm8adbd5ezlt4592dq4zrvadcn9j9n-0btgdzpiojfzno16-fnsnu7xd" />
<link rel="preconnect" href="https://substackcdn.com" />
<title data-rh="true">Service - Alex Ewerlöf Notes</title>
<meta data-rh="true" name="theme-color" content="#001426"/><meta data-rh="true" property="og:type" content="article"/><meta data-rh="true" property="og:title" content="Service"/><meta data-rh="true" name="twitter:title" content="Service"/><meta data-rh="true" name="description" content="What is a “service” in the context of service levels (SLI/SLO)? This article answers that question with metaphors, examples, and illustrations. The goal is to set the service levels on the right systems which are consumer facing, instead of ending up with vanity metrics"/><meta data-rh="true" property="og:description" content="What is a “service” in the context of service levels (SLI/SLO)?"/><meta data-rh="true" name="twitter:description" content="What is a “service” in the context of service levels (SLI/SLO)?"/><meta data-rh="true" property="og:image" content="https://substackcdn.com/image/fetch/$s_!8dNR!,w_1200,h_675,c_fill,f_jpg,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp"/><meta data-rh="true" name="twitter:image" content="https://substackcdn.com/image/fetch/$s_!pMEQ!,f_auto,q_auto:best,fl_progressive:steep/https%3A%2F%2Falexewerlof.substack.com%2Fapi%2Fv1%2Fpost_preview%2F144580058%2Ftwitter.jpg%3Fversion%3D4"/><meta data-rh="true" name="twitter:card" content="summary_large_image"/><meta data-rh="true" property="article:modified_time" content="2025-02-24T18:31:37.466Z"/>
<style>
@layer legacy, pencraftReset, pencraft;
</style>
<link rel="preload" as="style" href="https://substackcdn.com/bundle/theme/main.06a4c4c291d4583811c7.css" />
<link rel="preload" as="font" href="https://fonts.gstatic.com/s/merriweather/v33/u-4D0qyriQwlOrhSvowK_l5UcA6zuSYEqOzpPe3HOZJ5eX1WtLaQwmYiScCmDxhtNOKl8yDr3icaFF31CPDaYKfF.woff2" crossorigin />
<link rel="stylesheet" type="text/css" href="https://substackcdn.com/bundle/static/css/11100.cee9fbee.css" />
<link rel="stylesheet" type="text/css" href="https://substackcdn.com/bundle/static/css/86118.c25b9f67.css" />
<link rel="stylesheet" type="text/css" href="https://substackcdn.com/bundle/static/css/93519.6640a5b2.css" />
<link rel="stylesheet" type="text/css" href="https://substackcdn.com/bundle/static/css/42118.cba90b72.css" />
<link rel="stylesheet" type="text/css" href="https://substackcdn.com/bundle/static/css/39522.25128f14.css" />
<link rel="stylesheet" type="text/css" href="https://substackcdn.com/bundle/static/css/47358.668d8a3c.css" />
<link rel="stylesheet" type="text/css" href="https://substackcdn.com/bundle/static/css/94881.cb76fe04.css" />
<link rel="stylesheet" type="text/css" href="https://substackcdn.com/bundle/static/css/27386.72f00430.css" />
<link rel="stylesheet" type="text/css" href="https://substackcdn.com/bundle/static/css/76768.f15fc605.css" />
<link rel="stylesheet" type="text/css" href="https://substackcdn.com/bundle/static/css/41932.97d2663c.css" />
<link rel="stylesheet" type="text/css" href="https://substackcdn.com/bundle/static/css/48409.0588981c.css" />
<link rel="stylesheet" type="text/css" href="https://substackcdn.com/bundle/static/css/32552.313415d5.css" />
<link rel="stylesheet" type="text/css" href="https://substackcdn.com/bundle/static/css/27313.92c631cb.css" />
<meta name="viewport" content="width=device-width, initial-scale=1, maximum-scale=1, user-scalable=0, viewport-fit=cover" />
<meta name="author" content="Alex Ewerlöf" />
<meta property="og:url" content="https://blog.alexewerlof.com/p/service" />
<link rel="canonical" href="https://blog.alexewerlof.com/p/service" />
<meta name="google-site-verification" content="HIy4u2xUDZkIs6P0KJw9TSYeq7KqXSPAQvZIs9911qU" />
<link rel="shortcut icon" href="https://substackcdn.com/image/fetch/$s_!j4nj!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa0c1d559-cfc9-48dc-9e78-57b4c52d5b70%2Ffavicon.ico">
<link rel="icon" type="image/png" sizes="16x16" href="https://substackcdn.com/image/fetch/$s_!VSMg!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa0c1d559-cfc9-48dc-9e78-57b4c52d5b70%2Ffavicon-16x16.png">
<link rel="icon" type="image/png" sizes="32x32" href="https://substackcdn.com/image/fetch/$s_!CJdc!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa0c1d559-cfc9-48dc-9e78-57b4c52d5b70%2Ffavicon-32x32.png">
<link rel="icon" type="image/png" sizes="48x48" href="https://substackcdn.com/image/fetch/$s_!5Qve!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa0c1d559-cfc9-48dc-9e78-57b4c52d5b70%2Ffavicon-48x48.png">
<link rel="apple-touch-icon" sizes="57x57" href="https://substackcdn.com/image/fetch/$s_!gV2k!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa0c1d559-cfc9-48dc-9e78-57b4c52d5b70%2Fapple-touch-icon-57x57.png">
<link rel="apple-touch-icon" sizes="60x60" href="https://substackcdn.com/image/fetch/$s_!L4Uu!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa0c1d559-cfc9-48dc-9e78-57b4c52d5b70%2Fapple-touch-icon-60x60.png">
<link rel="apple-touch-icon" sizes="72x72" href="https://substackcdn.com/image/fetch/$s_!X3nD!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa0c1d559-cfc9-48dc-9e78-57b4c52d5b70%2Fapple-touch-icon-72x72.png">
<link rel="apple-touch-icon" sizes="76x76" href="https://substackcdn.com/image/fetch/$s_!Xe9B!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa0c1d559-cfc9-48dc-9e78-57b4c52d5b70%2Fapple-touch-icon-76x76.png">
<link rel="apple-touch-icon" sizes="114x114" href="https://substackcdn.com/image/fetch/$s_!ef9e!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa0c1d559-cfc9-48dc-9e78-57b4c52d5b70%2Fapple-touch-icon-114x114.png">
<link rel="apple-touch-icon" sizes="120x120" href="https://substackcdn.com/image/fetch/$s_!B-Gw!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa0c1d559-cfc9-48dc-9e78-57b4c52d5b70%2Fapple-touch-icon-120x120.png">
<link rel="apple-touch-icon" sizes="144x144" href="https://substackcdn.com/image/fetch/$s_!PA8p!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa0c1d559-cfc9-48dc-9e78-57b4c52d5b70%2Fapple-touch-icon-144x144.png">
<link rel="apple-touch-icon" sizes="152x152" href="https://substackcdn.com/image/fetch/$s_!x3Pg!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa0c1d559-cfc9-48dc-9e78-57b4c52d5b70%2Fapple-touch-icon-152x152.png">
<link rel="apple-touch-icon" sizes="167x167" href="https://substackcdn.com/image/fetch/$s_!7ISu!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa0c1d559-cfc9-48dc-9e78-57b4c52d5b70%2Fapple-touch-icon-167x167.png">
<link rel="apple-touch-icon" sizes="180x180" href="https://substackcdn.com/image/fetch/$s_!k1Y3!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa0c1d559-cfc9-48dc-9e78-57b4c52d5b70%2Fapple-touch-icon-180x180.png">
<link rel="apple-touch-icon" sizes="1024x1024" href="https://substackcdn.com/image/fetch/$s_!hatU!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa0c1d559-cfc9-48dc-9e78-57b4c52d5b70%2Fapple-touch-icon-1024x1024.png">
<link rel="alternate" type="application/rss+xml" href="/feed?sectionId=67723" title="Alex Ewerlöf Notes"/>
<style>
@font-face{font-family:'Merriweather';font-style:italic;font-weight:400;font-display:fallback;src:url(https://fonts.gstatic.com/s/merriweather/v33/u-4B0qyriQwlOrhSvowK_l5-eTxCVx0ZbwLvKH2Gk9hLmp0v5yA-xXPqCzLvPee1XYk_XSf-FmTCUG36AvH4ZL_Ean2DTA.woff2) format('woff2');unicode-range:U+0460-052F,U+1C80-1C8A,U+20B4,U+2DE0-2DFF,U+A640-A69F,U+FE2E-FE2F}@font-face{font-family:'Merriweather';font-style:italic;font-weight:400;font-display:fallback;src:url(https://fonts.gstatic.com/s/merriweather/v33/u-4B0qyriQwlOrhSvowK_l5-eTxCVx0ZbwLvKH2Gk9hLmp0v5yA-xXPqCzLvPee1XYk_XSf-FmTCUG3zAvH4ZL_Ean2DTA.woff2) format('woff2');unicode-range:U+0301,U+0400-045F,U+0490-0491,U+04B0-04B1,U+2116}@font-face{font-family:'Merriweather';font-style:italic;font-weight:400;font-display:fallback;src:url(https://fonts.gstatic.com/s/merriweather/v33/u-4B0qyriQwlOrhSvowK_l5-eTxCVx0ZbwLvKH2Gk9hLmp0v5yA-xXPqCzLvPee1XYk_XSf-FmTCUG34AvH4ZL_Ean2DTA.woff2) format('woff2');unicode-range:U+0102-0103,U+0110-0111,U+0128-0129,U+0168-0169,U+01A0-01A1,U+01AF-01B0,U+0300-0301,U+0303-0304,U+0308-0309,U+0323,U+0329,U+1EA0-1EF9,U+20AB}@font-face{font-family:'Merriweather';font-style:italic;font-weight:400;font-display:fallback;src:url(https://fonts.gstatic.com/s/merriweather/v33/u-4B0qyriQwlOrhSvowK_l5-eTxCVx0ZbwLvKH2Gk9hLmp0v5yA-xXPqCzLvPee1XYk_XSf-FmTCUG35AvH4ZL_Ean2DTA.woff2) format('woff2');unicode-range:U+0100-02BA,U+02BD-02C5,U+02C7-02CC,U+02CE-02D7,U+02DD-02FF,U+0304,U+0308,U+0329,U+1D00-1DBF,U+1E00-1E9F,U+1EF2-1EFF,U+2020,U+20A0-20AB,U+20AD-20C0,U+2113,U+2C60-2C7F,U+A720-A7FF}@font-face{font-family:'Merriweather';font-style:italic;font-weight:400;font-display:fallback;src:url(https://fonts.gstatic.com/s/merriweather/v33/u-4B0qyriQwlOrhSvowK_l5-eTxCVx0ZbwLvKH2Gk9hLmp0v5yA-xXPqCzLvPee1XYk_XSf-FmTCUG33AvH4ZL_Ean0.woff2) format('woff2');unicode-range:U+0000-00FF,U+0131,U+0152-0153,U+02BB-02BC,U+02C6,U+02DA,U+02DC,U+0304,U+0308,U+0329,U+2000-206F,U+20AC,U+2122,U+2191,U+2193,U+2212,U+2215,U+FEFF,U+FFFD}@font-face{font-family:'Merriweather';font-style:normal;font-weight:400;font-display:fallback;src:url(https://fonts.gstatic.com/s/merriweather/v33/u-4D0qyriQwlOrhSvowK_l5UcA6zuSYEqOzpPe3HOZJ5eX1WtLaQwmYiScCmDxhtNOKl8yDr3icaGV31CPDaYKfFQn0.woff2) format('woff2');unicode-range:U+0460-052F,U+1C80-1C8A,U+20B4,U+2DE0-2DFF,U+A640-A69F,U+FE2E-FE2F}@font-face{font-family:'Merriweather';font-style:normal;font-weight:400;font-display:fallback;src:url(https://fonts.gstatic.com/s/merriweather/v33/u-4D0qyriQwlOrhSvowK_l5UcA6zuSYEqOzpPe3HOZJ5eX1WtLaQwmYiScCmDxhtNOKl8yDr3icaEF31CPDaYKfFQn0.woff2) format('woff2');unicode-range:U+0301,U+0400-045F,U+0490-0491,U+04B0-04B1,U+2116}@font-face{font-family:'Merriweather';font-style:normal;font-weight:400;font-display:fallback;src:url(https://fonts.gstatic.com/s/merriweather/v33/u-4D0qyriQwlOrhSvowK_l5UcA6zuSYEqOzpPe3HOZJ5eX1WtLaQwmYiScCmDxhtNOKl8yDr3icaG131CPDaYKfFQn0.woff2) format('woff2');unicode-range:U+0102-0103,U+0110-0111,U+0128-0129,U+0168-0169,U+01A0-01A1,U+01AF-01B0,U+0300-0301,U+0303-0304,U+0308-0309,U+0323,U+0329,U+1EA0-1EF9,U+20AB}@font-face{font-family:'Merriweather';font-style:normal;font-weight:400;font-display:fallback;src:url(https://fonts.gstatic.com/s/merriweather/v33/u-4D0qyriQwlOrhSvowK_l5UcA6zuSYEqOzpPe3HOZJ5eX1WtLaQwmYiScCmDxhtNOKl8yDr3icaGl31CPDaYKfFQn0.woff2) format('woff2');unicode-range:U+0100-02BA,U+02BD-02C5,U+02C7-02CC,U+02CE-02D7,U+02DD-02FF,U+0304,U+0308,U+0329,U+1D00-1DBF,U+1E00-1E9F,U+1EF2-1EFF,U+2020,U+20A0-20AB,U+20AD-20C0,U+2113,U+2C60-2C7F,U+A720-A7FF}@font-face{font-family:'Merriweather';font-style:normal;font-weight:400;font-display:fallback;src:url(https://fonts.gstatic.com/s/merriweather/v33/u-4D0qyriQwlOrhSvowK_l5UcA6zuSYEqOzpPe3HOZJ5eX1WtLaQwmYiScCmDxhtNOKl8yDr3icaFF31CPDaYKfF.woff2) format('woff2');unicode-range:U+0000-00FF,U+0131,U+0152-0153,U+02BB-02BC,U+02C6,U+02DA,U+02DC,U+0304,U+0308,U+0329,U+2000-206F,U+20AC,U+2122,U+2191,U+2193,U+2212,U+2215,U+FEFF,U+FFFD}
</style>
<style data-pub-theme-prefix>:root{--color_theme_bg_pop:#FFBC52;--background_pop:#FFBC52;--color_theme_bg_web:#001426;--cover_bg_color:#001426;--cover_bg_color_secondary:#0f2233;--background_pop_darken:#ffb238;--print_on_pop:#ffffff;--color_theme_bg_pop_darken:#ffb238;--color_theme_print_on_pop:#ffffff;--color_theme_bg_pop_20:rgba(255, 188, 82, 0.2);--color_theme_bg_pop_30:rgba(255, 188, 82, 0.3);--print_pop:#ffbc52;--color_theme_accent:#ffbc52;--cover_print_primary:#ffffff;--cover_print_secondary:#d9d9d9;--cover_print_tertiary:#d9d9d9;--cover_border_color:#ffffff;--font_family_headings_preset:'SF Pro Display', -apple-system, system-ui, BlinkMacSystemFont, 'Inter', 'Segoe UI', Roboto, Helvetica, Arial, sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji', 'Segoe UI Symbol';--font_weight_headings_preset:900;--font_family_body_preset:Merriweather,sans-serif;--font_weight_body_preset:400;--font_preset_heading:sans;--font_preset_body:fancy_serif;--home_hero:feature-media;--home_posts:custom;--home_show_top_posts:true;--web_bg_color:#001426;--background_contrast_1:#0f2233;--background_contrast_2:#223443;--background_contrast_3:#485663;--background_contrast_4:#6d7882;--background_contrast_5:#aeb5ba;--color_theme_bg_contrast_1:#0f2233;--color_theme_bg_contrast_2:#223443;--color_theme_bg_contrast_3:#485663;--color_theme_bg_contrast_4:#6d7882;--color_theme_bg_contrast_5:#aeb5ba;--color_theme_bg_elevated:#0f2233;--color_theme_bg_elevated_secondary:#223443;--color_theme_bg_elevated_tertiary:#485663;--color_theme_detail:#192b3c;--background_contrast_pop:rgba(255, 188, 82, 0.4);--color_theme_bg_contrast_pop:rgba(255, 188, 82, 0.4);--theme_bg_is_dark:1;--print_on_web_bg_color:hsl(208.4210526315789, 25.00000000000006%, 90.74509803921569%);--print_secondary_on_web_bg_color:#99a1a8;--footer_bg_color:#000C17;--footer_bg_color_h:208.69565217391306;--footer_bg_color_s:100%;--footer_bg_color_l:4.509803921568627%;--print_on_footer_bg_color:hsl(208.69565217391306, 25.000000000000057%, 90.45098039215686%);--print_secondary_on_footer_bg_color:#999ea2;--footer_bg_contrast_1:#0f1b25;--footer_bg_contrast_2:#222d36;--footer_bg_contrast_3:#485158;--footer_bg_contrast_4:#6d737a;--footer_bg_elevated:#0f1b25;--footer_bg_elevated_secondary:#222d36;--footer_bg_elevated_tertiary:#485158;--footer_detail_color:#19242e;--background_pop_rgb:255, 188, 82;--color_theme_bg_pop_rgb:255, 188, 82;--color_theme_accent_rgb:255, 188, 82;}</style>
<link rel="stylesheet" href="https://substackcdn.com/bundle/theme/main.06a4c4c291d4583811c7.css" />
<style data-pub-theme-postfix></style>
<script async="true" src="https://www.googletagmanager.com/gtag/js?id=G-G8RXW18CW7&l=GA4DataLayer" >
</script>
</head>
<body class="">
<div id="entry">
<div id="main" style="--post-preview-border-radius:var(--border-radius-xs);" class="main typography use-theme-bg"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div data-testid="navbar" class="main-menu"><div class="mainMenuContent-DME8DR"><div style="position:relative;height:93px;" class="pencraft pc-display-flex pc-gap-12 pc-paddingLeft-20 pc-paddingRight-20 pc-paddingTop-0 pc-paddingBottom-0 pc-justifyContent-space-between pc-alignItems-center pc-reset border-bottom-detail-k1F6C4 topBar-pIF0J1"><div style="visibility:visible;flex:1 0 0;" class="logoContainer-p12gJb"><a href="/" native class="pencraft pc-display-contents pc-reset"><div draggable="false" class="pencraft pc-display-flex pc-position-relative pc-reset"><div style="width:40px;height:40px;" class="pencraft pc-display-flex pc-reset bg-white-ZBV5av pc-borderRadius-sm overflow-hidden-WdpwT6 sizing-border-box-DggLA4"><picture class="pencraft pc-display-contents pc-reset"><source type="image/webp" sizes="40px" srcset="https://substackcdn.com/image/fetch/$s_!_Ur2!,w_40,h_40,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png 40w, https://substackcdn.com/image/fetch/$s_!_Ur2!,w_80,h_80,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png 80w, https://substackcdn.com/image/fetch/$s_!_Ur2!,w_120,h_120,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png 120w" style="display:none;"/><img style="object-fit:cover;width:40px;height:40px;" src="https://substackcdn.com/image/fetch/$s_!_Ur2!,w_40,h_40,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png" srcset="https://substackcdn.com/image/fetch/$s_!_Ur2!,w_40,h_40,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png 40w, https://substackcdn.com/image/fetch/$s_!_Ur2!,w_80,h_80,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png 80w, https://substackcdn.com/image/fetch/$s_!_Ur2!,w_120,h_120,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png 120w" sizes="40px" alt="Alex Ewerlöf Notes" draggable="false" class="pencraft pc-reset"/></picture></div></div></a></div><div style="flex-basis:0px;flex-grow:2;min-width:0px;display:flex;justify-content:center;" class="logoTopCenterSlot-hss6WZ"><div style="flex-grow:0;" class="titleContainer-DJYq5v overflowVisible-joA5t0"><h1 id="wordlogo" class="pencraft pc-reset font-pub-headings-FE5byy reset-IxiVJZ title-oOnUGd titleWithWordmark-GfqxEZ"><a href="/" class="pencraft pc-display-contents pc-reset"><img alt="Alex Ewerlöf Notes" src="https://substackcdn.com/image/fetch/$s_!3m6V!,e_trim:10:white/e_trim:10:transparent/h_84,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fbd56dc7c-4b9f-43f2-99a1-ecc995284940_1200x256.png" style="max-height:42px;" class="wordmark-WcDTTu"/></a></h1></div></div><div style="flex-basis:0px;flex-grow:1;min-width:fit-content;" class="pencraft pc-display-flex pc-justifyContent-flex-end pc-alignItems-center pc-reset buttonsContainerContainer-ThaN_w"><div class="buttonsContainer-SJBuep"><div class="pencraft pc-display-flex pc-gap-8 pc-justifyContent-flex-end pc-alignItems-center pc-reset navbar-buttons"><div class="pencraft pc-display-flex pc-gap-4 pc-reset"><span data-state="closed"><button tabindex="0" type="button" aria-label="Search" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_md-gCDS3o priority_tertiary-rlke8z"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-search"><circle cx="11" cy="11" r="8"></circle><path d="m21 21-4.3-4.3"></path></svg></button></span><button tabindex="0" type="button" aria-label="Share Publication" id="radix-P0-4" aria-haspopup="menu" aria-expanded="false" data-state="closed" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_md-gCDS3o priority_tertiary-rlke8z"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-share"><path d="M4 12v8a2 2 0 0 0 2 2h12a2 2 0 0 0 2-2v-8"></path><polyline points="16 6 12 2 8 6"></polyline><line x1="12" x2="12" y1="2" y2="15"></line></svg></button></div><button tabindex="0" type="button" data-testid="noncontributor-cta-button" class="pencraft pc-reset pencraft buttonBase-GK1x3M buttonText-X0uSmG buttonStyle-r7yGCK priority_primary-RfbeYt size_md-gCDS3o">Subscribe</button><button tabindex="0" data-native="true" type="button" data-href="https://substack.com/sign-in?redirect=%2Fp%2Fservice&amp;for_pub=alexewerlof" class="pencraft pc-reset pencraft buttonBase-GK1x3M buttonText-X0uSmG buttonStyle-r7yGCK priority_tertiary-rlke8z size_md-gCDS3o">Sign in</button></div></div></div></div></div><div style="background-color:#001426;height:94px;"></div></div></div><div><script nonce="gR8KO2ftQu-tLJiX_5S2GA" type="application/ld+json">{"@context":"https://schema.org","@type":"NewsArticle","url":"https://blog.alexewerlof.com/p/service","mainEntityOfPage":"https://blog.alexewerlof.com/p/service","headline":"Service","description":"What is a \u201Cservice\u201D in the context of service levels (SLI/SLO)? This article answers that question with metaphors, examples, and illustrations. The goal is to set the service levels on the right systems which are consumer facing, instead of ending up with vanity metrics","image":[{"@type":"ImageObject","url":"https://substackcdn.com/image/fetch/$s_!8dNR!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp"}],"datePublished":"2024-05-14T11:23:10+00:00","dateModified":"2024-05-14T11:23:10+00:00","isAccessibleForFree":false,"author":[{"@type":"Person","name":"Alex Ewerl\u00F6f","url":"https://substack.com/@alexewerlof","description":"Writes about technical leadership, growth mindset, and system reliability engineering. Senior Staff Engineer, MSc Systems Engineering from KTH, Stockholmer, dad, amateur artist. Read more here: https://www.alexewerlof.com/who","identifier":"user:87732486","sameAs":["https://twitter.com/alexewerlof"],"image":{"@type":"ImageObject","contentUrl":"https://substackcdn.com/image/fetch/$s_!IRtW!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg","thumbnailUrl":"https://substackcdn.com/image/fetch/$s_!IRtW!,w_128,h_128,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg"}}],"publisher":{"@type":"Organization","name":"Alex Ewerl\u00F6f Notes","url":"https://blog.alexewerlof.com","description":"Technical Leadership, Reliability Engineering, Growth","interactionStatistic":{"@type":"InteractionCounter","name":"Subscribers","interactionType":"https://schema.org/SubscribeAction","userInteractionCount":10000},"identifier":"pub:1002265","logo":{"@type":"ImageObject","url":"https://substackcdn.com/image/fetch/$s_!_Ur2!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png","contentUrl":"https://substackcdn.com/image/fetch/$s_!_Ur2!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png","thumbnailUrl":"https://substackcdn.com/image/fetch/$s_!_Ur2!,w_128,h_128,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png"},"image":{"@type":"ImageObject","url":"https://substackcdn.com/image/fetch/$s_!_Ur2!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png","contentUrl":"https://substackcdn.com/image/fetch/$s_!_Ur2!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png","thumbnailUrl":"https://substackcdn.com/image/fetch/$s_!_Ur2!,w_128,h_128,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png"},"sameAs":["https://twitter.com/alexewerlof"]},"interactionStatistic":[{"@type":"InteractionCounter","interactionType":"https://schema.org/LikeAction","userInteractionCount":24},{"@type":"InteractionCounter","interactionType":"https://schema.org/ShareAction","userInteractionCount":4},{"@type":"InteractionCounter","interactionType":"https://schema.org/CommentAction","userInteractionCount":8}]}</script><script nonce="gR8KO2ftQu-tLJiX_5S2GA" type="application/ld+json">{"@context":"https://schema.org","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Alex Ewerl\u00F6f Notes","item":"https://blog.alexewerlof.com"},{"@type":"ListItem","position":2,"name":"Service","item":"https://blog.alexewerlof.com/p/service"}]}</script><div aria-label="Post" role="main" class="single-post-container"><div class="container"><div class="single-post"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><article class="typography newsletter-post post"><div role="region" aria-label="Post header" class="post-header"><div class="pencraft pc-display-flex pc-reset post-label"><a href="https://blog.alexewerlof.com/s/sre/?utm_source=substack&amp;utm_medium=menu" class="pencraft pc-reset color-secondary-ls1g8s line-height-20-t4M0El font-meta-MWBumP size-14-MLPa7j weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA">Reliability Engineering</a></div><h1 dir="auto" class="post-title published title-X77sOw">Service</h1><h3 dir="auto" class="subtitle subtitle-HEEcLo">What is a “service” in the context of service levels (SLI/SLO)?</h3><div aria-label="Post UFI" role="region" class="pencraft pc-display-flex pc-flexDirection-column pc-paddingBottom-16 pc-reset"><div class="pencraft pc-display-flex pc-paddingTop-16 pc-paddingBottom-16 pc-justifyContent-space-between pc-alignItems-center pc-reset"><div class="pencraft pc-display-flex pc-gap-12 pc-alignItems-center pc-reset byline-wrapper"><div class="pencraft pc-display-flex pc-reset"><div class="pencraft pc-display-flex pc-flexDirection-row pc-gap-8 pc-alignItems-center pc-justifyContent-flex-start pc-reset"><div style="--scale:36px;--offset:9px;--border-width:4.5px;" class="pencraft pc-display-flex pc-flexDirection-row pc-alignItems-center pc-justifyContent-flex-start pc-reset ltr-qDBmby"><a href="https://substack.com/@alexewerlof" aria-label="View Alex Ewerlöf's profile" class="pencraft pc-display-contents pc-reset"><div style="--scale:36px;" tabindex="0" class="pencraft pc-display-flex pc-width-36 pc-height-36 pc-justifyContent-center pc-alignItems-center pc-position-relative pc-reset bg-secondary-UUD3_J flex-auto-j3S2WA animate-XFJxE4 outline-detail-vcQLyr pc-borderRadius-full overflow-hidden-WdpwT6 sizing-border-box-DggLA4 pressable-sm-YIJFKJ showFocus-sk_vEm container-TAtrWj interactive-UkK0V6 avatar-u8q6xB last-JfNEJ_"><div style="--scale:36px;" title="Alex Ewerlöf" class="pencraft pc-display-flex pc-width-36 pc-height-36 pc-justifyContent-center pc-alignItems-center pc-position-relative pc-reset bg-secondary-UUD3_J flex-auto-j3S2WA outline-detail-vcQLyr pc-borderRadius-full overflow-hidden-WdpwT6 sizing-border-box-DggLA4 container-TAtrWj"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!IRtW!,w_36,h_36,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg 1x, https://substackcdn.com/image/fetch/$s_!IRtW!,w_72,h_72,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg 2x, https://substackcdn.com/image/fetch/$s_!IRtW!,w_108,h_108,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg 3x"/><img src="https://substackcdn.com/image/fetch/$s_!IRtW!,w_36,h_36,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg" alt="Alex Ewerlöf's avatar" srcset="https://substackcdn.com/image/fetch/$s_!IRtW!,w_36,h_36,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg 1x, https://substackcdn.com/image/fetch/$s_!IRtW!,w_72,h_72,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg 2x, https://substackcdn.com/image/fetch/$s_!IRtW!,w_108,h_108,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg 3x" width="36" height="36" draggable="false" class="img-OACg1c object-fit-cover-u4ReeV pencraft pc-reset"/></picture></div></div></a></div></div></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset"><div class="pencraft pc-reset color-primary-zABazT line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA"><span style="min-width:0;" data-state="closed"><a href="https://substack.com/@alexewerlof" class="pencraft pc-reset decoration-hover-underline-ClDVRM reset-IxiVJZ">Alex Ewerlöf</a></span></div><div class="pencraft pc-display-flex pc-gap-4 pc-reset"><div class="pencraft pc-reset color-secondary-ls1g8s line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA"><time datetime="2024-05-14T11:23:10.062Z" title="2024-05-14T11:23:10.062Z">May 14, 2024</time></div><div class="pencraft pc-reset color-secondary-ls1g8s line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA">∙ Paid</div></div></div></div></div><div class="pencraft pc-display-flex pc-gap-16 pc-justifyContent-space-between pc-alignItems-center pc-reset flex-grow-rzmknG post-ufi"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><div class="like-button-container post-ufi-button style-button"><button tabindex="0" type="button" aria-label="Like (24)" aria-pressed="false" class="pencraft pc-reset pencraft post-ufi-button style-button has-label with-border"><svg aria-hidden="true" style="height:20px;width:20px;" width="20" height="20" viewBox="0 0 24 24" fill="#000000" stroke-width="2" stroke="#000" xmlns="http://www.w3.org/2000/svg" class="icon"><g><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-heart"><path d="M19 14c1.49-1.46 3-3.21 3-5.5A5.5 5.5 0 0 0 16.5 3c-1.76 0-3 .5-4.5 2-1.5-1.5-2.74-2-4.5-2A5.5 5.5 0 0 0 2 8.5c0 2.3 1.5 4.05 3 5.5l7 7Z"></path></svg></g></svg><div class="label">24</div></button></div><button tabindex="0" type="button" aria-label="View comments (8)" data-href="https://blog.alexewerlof.com/p/service/comments" class="pencraft pc-reset pencraft post-ufi-button style-button post-ufi-comment-button has-label with-border"><svg aria-hidden="true" style="height:20px;width:20px;" width="20" height="20" viewBox="0 0 24 24" fill="#000000" stroke-width="2" stroke="#000" xmlns="http://www.w3.org/2000/svg" class="icon"><g><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-message-circle"><path d="M7.9 20A9 9 0 1 0 4 16.1L2 22Z"></path></svg></g></svg><div class="label">8</div></button><button tabindex="0" type="button" id="radix-P0-27" aria-haspopup="menu" aria-expanded="false" data-state="closed" class="pencraft pc-reset pencraft post-ufi-button style-button has-label with-border"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="2" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg" class="icon"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg><div class="label">4</div></button></div><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft post-ufi-button style-button has-label with-border"><div class="label">Share</div></button></div></div></div></div><div><div class="dt-post-body"><div class="available-content"><div dir="auto" class="body markup"><p><span>In the context of reliability engineering, </span><em>service level indicator</em><span> (</span><a href="https://blog.alexewerlof.com/p/sli">SLI</a><span>) defines how reliability is measured, and </span><em>service level objective</em><span> (</span><a href="https://blog.alexewerlof.com/p/slo">SLO</a><span>) sets the expectations.</span></p><p><span>But what exactly is a </span><strong>service</strong><span>?</span></p><p>Is it the same as system? Is it a microservice? A database? An app? An API? A ticketing system? None of them?</p><p>Do you even have a service to set a level on?</p><p>Here’s a clue: if you solve any problem for anyone outside your team or organization, you have a service level whether you acknowledge, measure, and communicate it or not.</p><p><span>This post offers a concrete definition for </span><em>service</em><span> with metaphors, examples, and illustrations. The goal is to enable you to set meaningful SLIs and reasonable expectations for your </span><em>services</em><span>.</span></p><h1 class="header-anchor-post">Dictionary<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§dictionary" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/144580058/dictionary" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h1><blockquote><p><span>Service (</span><em>noun)</em></p><ol><li><p><span>The action of helping or doing work for someone: </span><em>“millions are involved in voluntary service”</em></p></li><li><p><span>Assistance or advice given to customers during and after the sale of goods. </span><em>“They aim to provide better quality of service”</em></p></li></ol><p><span>—</span><a href="https://www.google.com/search?q=service">Oxford Languages</a></p></blockquote><p>In simple terms:</p><ul><li><p>A service is provided by one party and consumed by another</p></li><li><p>A service helps solve a problem or achieving a goal</p></li></ul><h1 class="header-anchor-post">Restaurant<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§restaurant" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/144580058/restaurant" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h1><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!8dNR!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!8dNR!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 424w, https://substackcdn.com/image/fetch/$s_!8dNR!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 848w, https://substackcdn.com/image/fetch/$s_!8dNR!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 1272w, https://substackcdn.com/image/fetch/$s_!8dNR!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!8dNR!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp" width="1024" height="1024" data-attrs="{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/c8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:1024,&quot;width&quot;:1024,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:null,&quot;alt&quot;:&quot;Abstract artistic style drawing of a restaurant. The image should emphasize bold shapes, vibrant colors, and a dynamic composition that suggests the interior of a restaurant without focusing on realistic details. The scene should be lively, using geometric patterns and a colorful palette to create a sense of energy and movement, typical of abstract art.&quot;,&quot;title&quot;:null,&quot;type&quot;:null,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}" alt="Abstract artistic style drawing of a restaurant. The image should emphasize bold shapes, vibrant colors, and a dynamic composition that suggests the interior of a restaurant without focusing on realistic details. The scene should be lively, using geometric patterns and a colorful palette to create a sense of energy and movement, typical of abstract art." title="Abstract artistic style drawing of a restaurant. The image should emphasize bold shapes, vibrant colors, and a dynamic composition that suggests the interior of a restaurant without focusing on realistic details. The scene should be lively, using geometric patterns and a colorful palette to create a sense of energy and movement, typical of abstract art." srcset="https://substackcdn.com/image/fetch/$s_!8dNR!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 424w, https://substackcdn.com/image/fetch/$s_!8dNR!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 848w, https://substackcdn.com/image/fetch/$s_!8dNR!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 1272w, https://substackcdn.com/image/fetch/$s_!8dNR!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a><figcaption class="image-caption">Image generated by DALL-E to put you in the mood</figcaption></figure></div><p>Think of a typical restaurant:</p><ul><li><p><span>The customers go to a restaurant to eat food. On the surface, </span><em>food</em><span> is the </span><strong>product</strong><span>. But good restaurants optimize for an experience: anything from presenting and serving that food to the utensils, chair, menu, music, location and even the bathroom!</span></p><ul><li><p><em>Sidetrack: “if you want to know how clean a restaurant’s kitchen is, visit their bathroom! The part of the facility you can see is always cleaner than the parts that you can’t (e.g. kitchen).”</em></p></li></ul></li><li><p>There are many roles that operate a restaurant: The cooks, servers, cleaning staff, cashier, the person who buys the ingredients, … Sometimes one person plays multiple roles, but as long as the job is done, most customers don’t really care. They’re primarily there for the food.</p></li><li><p>There is a lot of equipment that is used behind the scenes: cookware, fridge, knives, payment device, mop, etc. All of them contribute to how the consumers experience the restaurant.</p></li></ul><p>To sum up:</p><ul><li><p><span>Food is the </span><strong>product</strong></p></li><li><p><span>Customer is the </span><strong>service consumer</strong></p></li><li><p><span>The restaurant staff are collectively the </span><strong>service owner</strong><span> who own the service</span></p></li><li><p><span>The kitchen, furniture, etc. can be thought of as the </span><strong>components </strong><span>that are used to provide the service</span></p></li></ul><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!dKge!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!dKge!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 424w, https://substackcdn.com/image/fetch/$s_!dKge!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 848w, https://substackcdn.com/image/fetch/$s_!dKge!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 1272w, https://substackcdn.com/image/fetch/$s_!dKge!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!dKge!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png" width="921" height="473" data-attrs="{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/e50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:473,&quot;width&quot;:921,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:70393,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}" alt srcset="https://substackcdn.com/image/fetch/$s_!dKge!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 424w, https://substackcdn.com/image/fetch/$s_!dKge!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 848w, https://substackcdn.com/image/fetch/$s_!dKge!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 1272w, https://substackcdn.com/image/fetch/$s_!dKge!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><p><span>But what is the service? Is it the act of serving the food? Is it the </span><em>service fee</em><span> in the bill? 🤑</span></p><p><span>In a nutshell: </span><em>Service is any solution to a consumer problem. It can be features, functionalities, capabilities, or other types of interaction like support and governance. Service is what creates value for the consumer.</em></p><p><span>The meal is part of it, but the real service that the restaurant offers is the </span><em>experience</em><span> of eating a meal. Many restaurants don’t understand that (😄</span><em>the ones with dirty toilets!</em><span> 🚽) but the ones who do, care about improving their service. They meticulously optimize any customer facing surface and interaction down to details because they realize that CX (customer experience) is king.</span></p><p>Using more formal terms, we get this:</p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!-bPG!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!-bPG!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 424w, https://substackcdn.com/image/fetch/$s_!-bPG!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 848w, https://substackcdn.com/image/fetch/$s_!-bPG!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 1272w, https://substackcdn.com/image/fetch/$s_!-bPG!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!-bPG!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png" width="912" height="473" data-attrs="{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:473,&quot;width&quot;:912,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:74372,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}" alt srcset="https://substackcdn.com/image/fetch/$s_!-bPG!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 424w, https://substackcdn.com/image/fetch/$s_!-bPG!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 848w, https://substackcdn.com/image/fetch/$s_!-bPG!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 1272w, https://substackcdn.com/image/fetch/$s_!-bPG!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><h2 class="header-anchor-post">Restaurant service level<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§restaurant-service-level" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/144580058/restaurant-service-level" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>Before we shift gears and use this metaphor in systems engineering, there’s a couple of important detail to cover:</p><p><span>Service level is how each service is </span><em>perceived</em><span> from the consumer’s perspective.</span></p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!LKIK!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!LKIK!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 424w, https://substackcdn.com/image/fetch/$s_!LKIK!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 848w, https://substackcdn.com/image/fetch/$s_!LKIK!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 1272w, https://substackcdn.com/image/fetch/$s_!LKIK!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!LKIK!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png" width="932" height="639" data-attrs="{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/e2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:639,&quot;width&quot;:932,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:87425,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}" alt srcset="https://substackcdn.com/image/fetch/$s_!LKIK!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 424w, https://substackcdn.com/image/fetch/$s_!LKIK!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 848w, https://substackcdn.com/image/fetch/$s_!LKIK!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 1272w, https://substackcdn.com/image/fetch/$s_!LKIK!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><p><span>The emphasis here is on </span><em>perception from the consumers’ point of view</em><span>. For example:</span></p><ul><li><p>The cooked meal should match what was promised on the menu and any customizations requested by the customer</p></li><li><p>The seats should be comfortable enough, the utensils should be clean, the washroom should be tidy, the music should be pleasant, the payment method should work, location should be accessible, etc.</p></li><li><p>The interactions with the customer should be pleasant so that they are positive about coming back again, etc.</p></li></ul><p><span>Notice I didn’t say anything about the price! Service level is about creating value that is worth the price. That’s why there are cheap restaurants and expensive ones. Cheap restaurants generally don’t go above and beyond (e.g. with a </span><a href="https://en.wikipedia.org/wiki/Valet_parking">valet service</a><span>).</span></p><p><span>Your service level objective (SLO) </span><a href="https://blog.alexewerlof.com/p/lagom-slo">should match</a><span> the budget dedicated to the service. Ignoring that fact can easily lead to </span><a href="https://blog.alexewerlof.com/p/premature-optimization">premature optimization</a><span> (because of </span><a href="https://blog.alexewerlof.com/p/10x9">the 10x/9 rule</a><span>).</span></p><div data-component-name="DigestPostEmbed" class="digestPostEmbed-flwiST"><a href="https://blog.alexewerlof.com/p/premature-optimization" rel="noopener" target="_blank"><div class="pencraft pc-display-flex pc-gap-16 pc-reset"><div style="width:70px;height:70px;" class="pencraft pc-reset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!I4Z_!,w_140,h_140,c_fill,f_webp,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F7d2d1408-43e6-475d-b228-79ebfbbc8dac_716x641.png"/><img src="https://substackcdn.com/image/fetch/$s_!I4Z_!,w_140,h_140,c_fill,f_auto,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F7d2d1408-43e6-475d-b228-79ebfbbc8dac_716x641.png" sizes="100vw" alt="Premature optimization" width="140" height="140" class="img-OACg1c smSquare-NGbPBa pencraft pc-reset"/></picture></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset"><h4 class="pencraft pc-reset color-pub-primary-text-NyXPlw line-height-24-jnGwiv font-display-nhmvtD size-20-P_cSRT weight-bold-DmI9lw reset-IxiVJZ">Premature optimization</h4><div class="pencraft pc-display-flex pc-gap-4 pc-alignItems-center pc-reset"><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA"><a href="https://substack.com/profile/87732486-alex-ewerlof" class="inheritColor-WetTGJ">Alex Ewerlöf</a></div><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T reset-IxiVJZ">·</div><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA">February 24, 2025</div></div><div class="pencraft pc-display-flex pc-gap-16 pc-paddingTop-0 pc-paddingBottom-0 pc-alignItems-center pc-reset"><a href="https://blog.alexewerlof.com/p/premature-optimization" class="pencraft pc-reset align-center-y7ZD4w line-height-20-t4M0El font-text-qe4AeH size-13-hZTUKr weight-medium-fw81nC reset-IxiVJZ"><div class="pencraft pc-display-flex pc-gap-8 pc-alignItems-center pc-reset link-HREYZo"><span class="pencraft pc-reset color-accent-BVX_7M line-height-20-t4M0El font-text-qe4AeH size-14-MLPa7j weight-semibold-uqA4FV reset-IxiVJZ">Read full story</span><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-arrow-right"><path d="M5 12h14"></path><path d="m12 5 7 7-7 7"></path></svg></div></a></div></div></div></a></div><div data-component-name="DigestPostEmbed" class="digestPostEmbed-flwiST"><a href="https://blog.alexewerlof.com/p/10x9" rel="noopener" target="_blank"><div class="pencraft pc-display-flex pc-gap-16 pc-reset"><div style="width:70px;height:70px;" class="pencraft pc-reset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!qHfL!,w_140,h_140,c_fill,f_webp,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa1d1a58d-cfed-4818-9a2d-125174277f54_1051x577.png"/><img src="https://substackcdn.com/image/fetch/$s_!qHfL!,w_140,h_140,c_fill,f_auto,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa1d1a58d-cfed-4818-9a2d-125174277f54_1051x577.png" sizes="100vw" alt="10x/9 Rule" width="140" height="140" class="img-OACg1c smSquare-NGbPBa pencraft pc-reset"/></picture></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset"><h4 class="pencraft pc-reset color-pub-primary-text-NyXPlw line-height-24-jnGwiv font-display-nhmvtD size-20-P_cSRT weight-bold-DmI9lw reset-IxiVJZ">10x/9 Rule</h4><div class="pencraft pc-display-flex pc-gap-4 pc-alignItems-center pc-reset"><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA"><a href="https://substack.com/profile/87732486-alex-ewerlof" class="inheritColor-WetTGJ">Alex Ewerlöf</a></div><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T reset-IxiVJZ">·</div><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA">December 1, 2023</div></div><div class="pencraft pc-display-flex pc-gap-16 pc-paddingTop-0 pc-paddingBottom-0 pc-alignItems-center pc-reset"><a href="https://blog.alexewerlof.com/p/10x9" class="pencraft pc-reset align-center-y7ZD4w line-height-20-t4M0El font-text-qe4AeH size-13-hZTUKr weight-medium-fw81nC reset-IxiVJZ"><div class="pencraft pc-display-flex pc-gap-8 pc-alignItems-center pc-reset link-HREYZo"><span class="pencraft pc-reset color-accent-BVX_7M line-height-20-t4M0El font-text-qe4AeH size-14-MLPa7j weight-semibold-uqA4FV reset-IxiVJZ">Read full story</span><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-arrow-right"><path d="M5 12h14"></path><path d="m12 5 7 7-7 7"></path></svg></div></a></div></div></div></a></div><p>Ignoring the perception from the consumer’s point of view is by far the most common pitfall when implementing service levels.</p><p><span>It’s like measuring food temperature upon serving (or even worse: when in storage) and call it a service level! Sure, it’s important, but once we identify the service, we should find metrics that aggregate those variables as part of something bigger: </span><strong>customer’s perception of the service level</strong><span>.</span></p><p>There are many aspects of running a restaurant that’s abstracted away from the customers. For example: the cookware, brand of the Wi-Fi access point, price of the energy used to cook the meal, name of the internet service provider (ISP), etc.</p><p><span>The point is: anything that doesn’t strongly impact a customer’s experience in a meaningful way is not a service worth setting a level on. Any of these aspects </span><em>can</em><span> affect the customer facing services, but as far as the customers are concerned, they are implementation details.</span></p><p>The point is to set the service levels on a black box, not a white box.</p><ul><li><p><strong>Black Box</strong><span>: refers to a system or component being tested solely based on its inputs and outputs, without any knowledge of its internal workings.</span></p></li><li><p><strong>White Box</strong><span>: is the opposite. You’re aware of the internal components of the system you are testing.</span></p></li></ul><p>Service levels are set at the boundaries of what the service owner offers to the consumers. There’s a good reason for that as we discuss in a moment!</p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!3bCM!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!3bCM!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 424w, https://substackcdn.com/image/fetch/$s_!3bCM!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 848w, https://substackcdn.com/image/fetch/$s_!3bCM!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 1272w, https://substackcdn.com/image/fetch/$s_!3bCM!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!3bCM!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png" width="1022" height="957" data-attrs="{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:957,&quot;width&quot;:1022,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:96213,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}" alt srcset="https://substackcdn.com/image/fetch/$s_!3bCM!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 424w, https://substackcdn.com/image/fetch/$s_!3bCM!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 848w, https://substackcdn.com/image/fetch/$s_!3bCM!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 1272w, https://substackcdn.com/image/fetch/$s_!3bCM!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><h1 class="header-anchor-post">Aligned autonomy<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§aligned-autonomy" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/144580058/aligned-autonomy" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h1><p>Most people want autonomy! They don’t want someone micromanaging them and telling them WHAT to do or HOW to do it. Bosses, on the other hand, want efficiency and alignment.</p><p>Most engineers don’t want their consumer to dictate WHAT they should build. They want to know WHY the consumer wants what they want. With service levels we measure HOW good the solution is performing.</p><p>WHAT goes on inside the system architecture is no one’s business! Externally at least.</p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!e3Qs!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!e3Qs!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 424w, https://substackcdn.com/image/fetch/$s_!e3Qs!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 848w, https://substackcdn.com/image/fetch/$s_!e3Qs!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 1272w, https://substackcdn.com/image/fetch/$s_!e3Qs!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!e3Qs!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png" width="1013" height="891" data-attrs="{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:891,&quot;width&quot;:1013,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:80211,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}" alt srcset="https://substackcdn.com/image/fetch/$s_!e3Qs!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 424w, https://substackcdn.com/image/fetch/$s_!e3Qs!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 848w, https://substackcdn.com/image/fetch/$s_!e3Qs!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 1272w, https://substackcdn.com/image/fetch/$s_!e3Qs!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><p>Service levels are great tools for aligned autonomy. They set quantified key metrics that the team will be accountable for while given freedom to solve the problem as they see fit.</p><p>I know the “no one’s business” part is a trigger word for the control freaks and those who are genuinely wondering if you can trust people to do the right thing without any control, process, or standard.</p><p>May I suggest a different perspective?</p><ul><li><p><span>Process is always put in place for a good reason and it’s never about empowering engineers. It’s about protecting against human imperfections: errors, forgetfulness, inaccuracies, malice, compliance, etc. Process is friction: you can use that friction to your advantage when it is needed (e.g., to make it hard to “accidentally steal” user data). With service levels, we replace most processes by setting expectations by measuring what the consumers care about (</span><a href="https://blog.alexewerlof.com/p/sli">SLI</a><span>) and let the team decide how to meet the expectations (</span><a href="https://blog.alexewerlof.com/p/slo">SLO</a><span>).</span></p></li><li><p>Best practices are often someone’s interpretation of what worked in a given environment for a specific goal and point in time. What big tech is willing to communicate publicly in conferences, white papers, and blog posts isn’t how their entire company works all the time. With service levels, you treat the teams as adults to build their own best practices based on the expectations and the experience of running their specific services.</p></li><li><p>Standards are a great way to reduce cost and duplication of effort while accelerating decision making. Unfortunately, the entity emitting the standard is often not the same entity who should do the work (migration, refactoring, purchasing, etc.). As a result, premature standards get in the way and cause unnecessary friction. With service levels you give the freedom to the team to pick the right tool for the job instead of using a hammer because all the other tools are blacklisted in the “standard”.</p></li></ul><div class="subscription-widget-wrap"><div class="subscription-widget show-subscribe"><div class="preamble"><p>I have an upcoming post dedicated to premature standardization.</p></div><div data-component-name="SubscribeWidget" class="subscribe-widget"><div class="pencraft pc-display-flex pc-justifyContent-center pc-reset"><div class="container-IpPqBD"><form action="/api/v1/free?nojs=true" method="post" novalidate class="form form-M5sC90"><input type="hidden" name="first_url" value/><input type="hidden" name="first_referrer" value/><input type="hidden" name="current_url"/><input type="hidden" name="current_referrer"/><input type="hidden" name="first_session_url" value/><input type="hidden" name="first_session_referrer" value/><input type="hidden" name="referral_code"/><input type="hidden" name="source" value="subscribe-widget-preamble"/><input type="hidden" name="referring_pub_id"/><input type="hidden" name="additional_referring_pub_ids"/><input type="hidden" name="source_post_id" value="144580058"/><div class="sideBySideWrap-vGXrwP"><div class="emailInputWrapper-QlA86j"><div class="pencraft pc-display-flex pc-minWidth-0 pc-position-relative pc-reset flex-auto-j3S2WA"><input name="email" placeholder="Type your email..." type="email" class="pencraft emailInput-OkIMeB input-y4v6N4 inputText-pV_yWb"/></div></div><button tabindex="0" type="submit" disabled class="pencraft pc-reset pencraft rightButton primary subscribe-btn button-VFSdkv buttonBase-GK1x3M"><span class="button-text ">Subscribe</span></button></div><div id="error-container"></div></form></div></div></div></div></div><h1 class="header-anchor-post">Services in reliability engineering<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§services-in-reliability-engineering" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/144580058/services-in-reliability-engineering" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h1><p>A good way to identify services is to think about service levels because that requires seeing your systems from the consumer’s perspective.</p><p>There are many metrics to measure various aspects of a product, system, or team. Not all of them are service level indicators. SLIs are metrics, but not all metrics are SLIs. See a previous article for some good and bad examples.</p><div data-component-name="DigestPostEmbed" class="digestPostEmbed-flwiST"><a href="https://blog.alexewerlof.com/p/sli" rel="noopener" target="_blank"><div class="pencraft pc-display-flex pc-gap-16 pc-reset"><div style="width:70px;height:70px;" class="pencraft pc-reset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!ZsT6!,w_140,h_140,c_fill,f_webp,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1afabd90-5b4d-42b2-acf7-d149c162b55a_888x443.png"/><img src="https://substackcdn.com/image/fetch/$s_!ZsT6!,w_140,h_140,c_fill,f_auto,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1afabd90-5b4d-42b2-acf7-d149c162b55a_888x443.png" sizes="100vw" alt="Service Level Indicators" width="140" height="140" class="img-OACg1c smSquare-NGbPBa pencraft pc-reset"/></picture></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset"><h4 class="pencraft pc-reset color-pub-primary-text-NyXPlw line-height-24-jnGwiv font-display-nhmvtD size-20-P_cSRT weight-bold-DmI9lw reset-IxiVJZ">Service Level Indicators</h4><div class="pencraft pc-display-flex pc-gap-4 pc-alignItems-center pc-reset"><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA"><a href="https://substack.com/profile/87732486-alex-ewerlof" class="inheritColor-WetTGJ">Alex Ewerlöf</a></div><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T reset-IxiVJZ">·</div><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA">November 26, 2023</div></div><div class="pencraft pc-display-flex pc-gap-16 pc-paddingTop-0 pc-paddingBottom-0 pc-alignItems-center pc-reset"><a href="https://blog.alexewerlof.com/p/sli" class="pencraft pc-reset align-center-y7ZD4w line-height-20-t4M0El font-text-qe4AeH size-13-hZTUKr weight-medium-fw81nC reset-IxiVJZ"><div class="pencraft pc-display-flex pc-gap-8 pc-alignItems-center pc-reset link-HREYZo"><span class="pencraft pc-reset color-accent-BVX_7M line-height-20-t4M0El font-text-qe4AeH size-14-MLPa7j weight-semibold-uqA4FV reset-IxiVJZ">Read full story</span><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-arrow-right"><path d="M5 12h14"></path><path d="m12 5 7 7-7 7"></path></svg></div></a></div></div></div></a></div><p>In reliability engineering, we’re primarily interested in reliability metrics. More specifically, the metrics that tell how the consumer perceives reliability.</p><p>Performance metrics are only relevant when there’s a risk attached to them. The reason (as we discuss in upcoming articles) is because SLIs tie to SLOs to set expectation. That expectation should be tied to accountability. A good way to formalize that accountability is alerting.</p><p>In a future article we distinguish between critical and diagnostic metrics but in a nutshell:</p><ul><li><p>Critical metrics are the ones that are worth to tie to an alert and wake up the on-call person to fix it (SLIs)</p></li><li><p>Diagnostic metrics are the one that go to a dashboard so you can use them to find the problem after the alert wakes you up (everything else)</p></li></ul><div data-component-name="SubscribeWidget" class="subscribe-widget"><div class="pencraft pc-display-flex pc-justifyContent-center pc-reset"><div class="container-IpPqBD"><form action="/api/v1/free?nojs=true" method="post" novalidate class="form form-M5sC90"><input type="hidden" name="first_url" value/><input type="hidden" name="first_referrer" value/><input type="hidden" name="current_url"/><input type="hidden" name="current_referrer"/><input type="hidden" name="first_session_url" value/><input type="hidden" name="first_session_referrer" value/><input type="hidden" name="referral_code"/><input type="hidden" name="source" value="subscribe-widget"/><input type="hidden" name="referring_pub_id"/><input type="hidden" name="additional_referring_pub_ids"/><input type="hidden" name="source_post_id" value="144580058"/><div class="sideBySideWrap-vGXrwP"><div class="emailInputWrapper-QlA86j"><div class="pencraft pc-display-flex pc-minWidth-0 pc-position-relative pc-reset flex-auto-j3S2WA"><input name="email" placeholder="Type your email..." type="email" class="pencraft emailInput-OkIMeB input-y4v6N4 inputText-pV_yWb"/></div></div><button tabindex="0" type="submit" disabled class="pencraft pc-reset pencraft rightButton primary subscribe-btn button-VFSdkv buttonBase-GK1x3M"><span class="button-text ">Subscribe</span></button></div><div id="error-container"></div></form></div></div></div><p>If a metric isn’t worthy of declaring an incident, it is not a good service level indicator.</p><p>A provider that isn’t worthy of having a SLI either doesn’t have a consumer facing service or isn’t that important.</p><p>The service is often offered by consumer-facing pieces of the architecture:</p><ul><li><p>An API for generating text or fetching images</p></li><li><p>A UI to generate reports from data</p></li><li><p>An application that finds the cheapest restaurant</p></li><li><p>A platform that allows running Kubernetes pods</p></li><li><p>An observability solution for gathering data in runtime</p></li><li><p>A build pipeline tooling that can be used to build applications</p></li><li><p>An online support solution that enables the customers to troubleshoot problems with their product</p></li><li><p>…Any piece of technology that solves a problem for some consumer</p></li></ul><p>The service only gets its meaning from its usage (consumption) to solve a problem (for service consumers).</p><p>Now here’s something to think about: a team may solve problems manually with limited or no technology!</p><h2 class="header-anchor-post">Manual services<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§manual-services" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/144580058/manual-services" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>With our definition, service levels are not limited to systems but cover any entity that provides the service. The team may provide some services too.</p><p>For example:</p><ul><li><p>Infrastructure provisioning and governance (e.g. DNS governance, issuing certificates, etc.) They may or may not have a process or automation, but often there’s some human involvement that distinguishes the service from a say, API call.</p></li><li><p>A central team that handles incident triage to protect the other teams from alert fatigue</p></li><li><p>A team that provides security, compliance, audit, and education services to the other teams or companies</p></li></ul><p><span>When I am doing the </span><a href="https://blog.alexewerlof.com/p/service-level-workshops">service level workshops</a><span>, I always encourage the teams to think about their services holistically, not just systems.</span></p><blockquote><ul><li><p>Why does your team exist?</p></li><li><p>What problems are you solving and for whom?</p></li><li><p>Why is the company paying you?</p></li></ul></blockquote><p>Many teams provide services that are manual but are critical enough to measure with a SLI and set an expectation with a SLO.</p><p>The reason is that once you start measuring those manual services, you may realize that they consistently fail the expectations, and something has to be done:</p><ul><li><p>Lower the expectations and be more realistic</p></li><li><p>Automate what can be automated</p></li><li><p>Step back and question the manual work: if it is getting in the way, maybe there’s an opportunity to rethink the flow</p></li></ul><p>The point is: manual services are also services. Services are not exclusive to systems and code.</p><h2 class="header-anchor-post">Immediate consumer<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§immediate-consumer" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/144580058/immediate-consumer" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>So far, we’ve covered simple cases where the service consumer is the end user (e.g. the restaurant customer is at the top of the food chain —no pun intended!).</p><p>When it comes to systems engineering, that’s often not the case. Your consumer is using your service to offer another service, which in turn will be used by their consumers.</p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!cq9b!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!cq9b!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 424w, https://substackcdn.com/image/fetch/$s_!cq9b!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 848w, https://substackcdn.com/image/fetch/$s_!cq9b!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 1272w, https://substackcdn.com/image/fetch/$s_!cq9b!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!cq9b!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png" width="1012" height="387" data-attrs="{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/22bca40c-23af-421e-8413-379057592c89_1012x387.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:387,&quot;width&quot;:1012,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:73999,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}" alt srcset="https://substackcdn.com/image/fetch/$s_!cq9b!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 424w, https://substackcdn.com/image/fetch/$s_!cq9b!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 848w, https://substackcdn.com/image/fetch/$s_!cq9b!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 1272w, https://substackcdn.com/image/fetch/$s_!cq9b!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><p>In the context of service levels, we’re only concerned with the immediate consumer: the ones who use your service.</p><p>So, the question is: who cares about the consumer’s consumer —or any indirect consumer for that matter?</p><p>The answer is: it is up to your immediate consumer to identify the metrics that you should be responsible for.</p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!5ROd!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!5ROd!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 424w, https://substackcdn.com/image/fetch/$s_!5ROd!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 848w, https://substackcdn.com/image/fetch/$s_!5ROd!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 1272w, https://substackcdn.com/image/fetch/$s_!5ROd!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!5ROd!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png" width="1031" height="630" data-attrs="{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:630,&quot;width&quot;:1031,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:142658,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}" alt srcset="https://substackcdn.com/image/fetch/$s_!5ROd!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 424w, https://substackcdn.com/image/fetch/$s_!5ROd!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 848w, https://substackcdn.com/image/fetch/$s_!5ROd!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 1272w, https://substackcdn.com/image/fetch/$s_!5ROd!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><p>We showed an example of this trickle-down model in a previous article:</p><div data-component-name="DigestPostEmbed" class="digestPostEmbed-flwiST"><a href="https://blog.alexewerlof.com/p/responsible-for-control" rel="noopener" target="_blank"><div class="pencraft pc-display-flex pc-gap-16 pc-reset"><div style="width:70px;height:70px;" class="pencraft pc-reset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!18Wx!,w_140,h_140,c_fill,f_webp,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F7855ff73-782f-4250-b6f4-f6bb636d37af_1067x738.png"/><img src="https://substackcdn.com/image/fetch/$s_!18Wx!,w_140,h_140,c_fill,f_auto,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F7855ff73-782f-4250-b6f4-f6bb636d37af_1067x738.png" sizes="100vw" alt="You should never be responsible for what you don't control" width="140" height="140" class="img-OACg1c smSquare-NGbPBa pencraft pc-reset"/></picture></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset"><h4 class="pencraft pc-reset color-pub-primary-text-NyXPlw line-height-24-jnGwiv font-display-nhmvtD size-20-P_cSRT weight-bold-DmI9lw reset-IxiVJZ">You should never be responsible for what you don't control</h4><div class="pencraft pc-display-flex pc-gap-4 pc-alignItems-center pc-reset"><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA"><a href="https://substack.com/profile/87732486-alex-ewerlof" class="inheritColor-WetTGJ">Alex Ewerlöf</a></div><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T reset-IxiVJZ">·</div><div class="pencraft pc-reset color-pub-secondary-text-hGQ02T line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA">February 20, 2024</div></div><div class="pencraft pc-display-flex pc-gap-16 pc-paddingTop-0 pc-paddingBottom-0 pc-alignItems-center pc-reset"><a href="https://blog.alexewerlof.com/p/responsible-for-control" class="pencraft pc-reset align-center-y7ZD4w line-height-20-t4M0El font-text-qe4AeH size-13-hZTUKr weight-medium-fw81nC reset-IxiVJZ"><div class="pencraft pc-display-flex pc-gap-8 pc-alignItems-center pc-reset link-HREYZo"><span class="pencraft pc-reset color-accent-BVX_7M line-height-20-t4M0El font-text-qe4AeH size-14-MLPa7j weight-semibold-uqA4FV reset-IxiVJZ">Read full story</span><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-arrow-right"><path d="M5 12h14"></path><path d="m12 5 7 7-7 7"></path></svg></div></a></div></div></div></a></div><h2 class="header-anchor-post">Organizational services<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§organizational-services" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/144580058/organizational-services" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>This is where things get interesting and very meaningful.</p><p>There’s nothing in the service level description that dictates it to be an engineering concept at the team level.</p><p><span>One of the most common pitfalls of implementing service levels at large organizations is failing to </span><em>map accountability to reliability</em><span>. More specifically:</span></p><ul><li><p>The accountability exists in the chain of command of an org chart (tree)</p></li><li><p>The reliability exists in the interactions between the components of a service (graph)</p></li></ul><p>So how do we map a graph to a tree (and vice versa)?</p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!NhiK!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!NhiK!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 424w, https://substackcdn.com/image/fetch/$s_!NhiK!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 848w, https://substackcdn.com/image/fetch/$s_!NhiK!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 1272w, https://substackcdn.com/image/fetch/$s_!NhiK!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!NhiK!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png" width="1029" height="594" data-attrs="{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:594,&quot;width&quot;:1029,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:119041,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}" alt srcset="https://substackcdn.com/image/fetch/$s_!NhiK!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 424w, https://substackcdn.com/image/fetch/$s_!NhiK!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 848w, https://substackcdn.com/image/fetch/$s_!NhiK!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 1272w, https://substackcdn.com/image/fetch/$s_!NhiK!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a></figure></div><p>In a future article we’ll talk about how to map the graph to the tree (there are multiple ways) but for now I just want to highlight that service levels are not just a team concept but can (and should) be used at different organizational units to make service reliability a first-class concern across leadership.</p><p><span>It is only then that the </span><a href="https://blog.alexewerlof.com/p/10x9">rule of 10x/9</a><span> can be meaningfully applied with discussions about budgeting, reasonable expectations, and true </span><a href="https://blog.alexewerlof.com/p/you-build-it-you-own-it">ownership</a><span>.</span></p><div><hr/></div><p><em><a href="https://blog.alexewerlof.com/p/faq#%C2%A7payment">My monetization strategy</a><span> is to give away most content for free. However, these posts take anywhere from a few hours to days to draft, edit, research, illustrate, and publish. I pull these hours from my private time, vacation days and weekends. Recently I went down in working hours and salary by 10% to be able to spend more time. You can support me by sparing a few bucks for a paid subscription. As a token of appreciation, you get access to the Pro-Tips section as well as my online book </span><a href="https://blog.alexewerlof.com/p/book-intro-reliability-engineering">Reliability Engineering Mindset</a><span>. Right now, you can get 20% off via </span><a href="https://blog.alexewerlof.com/protipsdiscount">this link</a><span>.</span></em></p><div data-attrs="{&quot;url&quot;:&quot;https://blog.alexewerlof.com/p/service?utm_source=substack&amp;utm_medium=email&amp;utm_content=share&amp;action=share&quot;,&quot;text&quot;:&quot;Share&quot;}" data-component-name="CaptionedButtonToDOM" class="captioned-button-wrap"><div class="preamble"><p class="cta-caption">If you find this post insightful, please like and share it in your circles to inspire others.</p></div><p data-attrs="{&quot;url&quot;:&quot;https://blog.alexewerlof.com/p/service?utm_source=substack&amp;utm_medium=email&amp;utm_content=share&amp;action=share&quot;,&quot;text&quot;:&quot;Share&quot;}" data-component-name="ButtonCreateButton" class="button-wrapper"><a href="https://blog.alexewerlof.com/p/service?utm_source=substack&amp;utm_medium=email&amp;utm_content=share&amp;action=share" class="button primary"><span>Share</span></a></p></div><p>If you have feedback or questions you can comment.</p><h1 class="header-anchor-post">Pro Tips<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§pro-tips" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/144580058/pro-tips" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h1></div></div></div><div data-testid="paywall" data-component-name="Paywall" role="region" aria-label="Paywall" class="paywall"><div style="--scale:64px;" class="pencraft pc-display-flex pc-width-64 pc-height-64 pc-justifyContent-center pc-alignItems-center pc-position-relative pc-reset bg-secondary-UUD3_J flex-auto-j3S2WA outline-detail-vcQLyr pc-borderRadius-full overflow-hidden-WdpwT6 sizing-border-box-DggLA4 container-TAtrWj paywall-unlock-avatar"><div style="--scale:64px;" title="User" class="pencraft pc-display-flex pc-width-64 pc-height-64 pc-justifyContent-center pc-alignItems-center pc-position-relative pc-reset bg-secondary-UUD3_J flex-auto-j3S2WA outline-detail-vcQLyr pc-borderRadius-full overflow-hidden-WdpwT6 sizing-border-box-DggLA4 container-TAtrWj"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!IRtW!,w_64,h_64,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg 1x, https://substackcdn.com/image/fetch/$s_!IRtW!,w_128,h_128,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg 2x, https://substackcdn.com/image/fetch/$s_!IRtW!,w_192,h_192,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg 3x"/><img src="https://substackcdn.com/image/fetch/$s_!IRtW!,w_64,h_64,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg" alt="User's avatar" srcset="https://substackcdn.com/image/fetch/$s_!IRtW!,w_64,h_64,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg 1x, https://substackcdn.com/image/fetch/$s_!IRtW!,w_128,h_128,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg 2x, https://substackcdn.com/image/fetch/$s_!IRtW!,w_192,h_192,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg 3x" width="64" height="64" draggable="false" class="img-OACg1c object-fit-cover-u4ReeV pencraft pc-reset"/></picture></div></div><h2 class="paywall-title unlock-treatment-new">Continue reading this post for free, courtesy of Alex Ewerlöf.</h2><div class="paywall-cta"><a data-native="true"><button tabindex="0" type="button" class="pencraft pc-reset pencraft subscribe-btn subscribeButton-LcKYi7 paywall-cta-icon buttonBase-GK1x3M">Claim my free post</button></a></div><div class="paywall-secondary-cta"><a href="https://blog.alexewerlof.com/subscribe?simple=true&amp;next=https%3A%2F%2Fblog.alexewerlof.com%2Fp%2Fservice&amp;utm_source=paywall&amp;utm_medium=web&amp;utm_content=144580058&amp;just_signed_up=falsesimple=true&amp;utm_source=paywall&amp;utm_medium=email&amp;utm_content=144580058&amp;next=https://blog.alexewerlof.com/p/service" data-native="true">Or purchase a paid subscription.</a></div></div></div></article></div></div></div><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"></div></div></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset container-K5XPov"></div><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div class="footer-wrap compact-footer"><div class="visibility-check"></div><div class="footer custom-themed-background"><div class="pencraft pc-display-flex pc-gap-12 pc-alignItems-center pc-reset flex-grow-rzmknG"><div class="pencraft pc-display-flex pc-minWidth-0 pc-reset flex-grow-rzmknG nowrap-QngyoB"><span><span>© 2026 Alex Ewerlöf</span><span> · </span><a href="https://substack.com/privacy" target="_blank" rel="noopener" class="pencraft pc-reset decoration-underline-ClTkYc">Privacy</a><span> ∙ </span><a href="https://substack.com/tos" target="_blank" rel="noopener" class="pencraft pc-reset decoration-underline-ClTkYc">Terms</a><span> ∙ </span><a href="https://substack.com/ccpa#personal-data-collected" target="_blank" rel="noopener" class="pencraft pc-reset decoration-underline-ClTkYc">Collection notice</a></span></div><div class="pencraft pc-display-flex pc-reset"><div class="pencraft pc-display-flex pc-gap-8 pc-justifyContent-center pc-alignItems-center pc-reset footerButtons-ap9Sk7"><a data-native="true" href="https://substack.com/signup?utm_source=substack&amp;utm_medium=web&amp;utm_content=footer" class="footerSubstackCta-v5HWfj sizeSm-F_aC8H"><svg aria-hidden="true" width="1000" height="1000" viewBox="0 0 1000 1000" fill="#ff6719" stroke-width="1.8" stroke="none" xmlns="http://www.w3.org/2000/svg"><g><path d="M764.166 348.371H236.319V419.402H764.166V348.371Z"></path><path d="M236.319 483.752V813.999L500.231 666.512L764.19 813.999V483.752H236.319Z"></path><path d="M764.166 213H236.319V284.019H764.166V213Z"></path></g></svg> Start your Substack</a><a data-native="true" href="https://substack.com/app/app-store-redirect?utm_campaign=app-marketing&amp;utm_content=web-footer-button" class="footerSubstackCta-v5HWfj getTheApp-Yk3w1O noIcon-z7v9D8 sizeSm-F_aC8H sizeSmNoIcon-KRHkpZ">Get the app</a></div></div><div class="pencraft pc-display-flex pc-minWidth-0 pc-justifyContent-flex-end pc-reset flex-grow-rzmknG"><div translated class="pencraft pc-reset reset-IxiVJZ footer-slogan-blurb"><a href="https://substack.com" data-native="true">Substack</a> is the home for great culture</div></div></div></div></div></div></div><div role="region" aria-label="Notifications (F8)" tabindex="-1" style="pointer-events:none;"><ol tabindex="-1" style="--offset:0px;z-index:1000;" class="viewport-_BM4Bg"></ol></div><div></div><script suppressHydrationWarning nonce="gR8KO2ftQu-tLJiX_5S2GA">window.__staticRouterHydrationData = JSON.parse("{\"loaderData\":{},\"actionData\":null,\"errors\":null}");</script>
</div>
<script src="https://js.sentry-cdn.com/6c2ff3e3828e4017b7faf7b63e24cdf8.min.js" crossorigin="anonymous"></script>
<script nonce="gR8KO2ftQu-tLJiX_5S2GA">
window.Sentry && window.Sentry.onLoad(function() {
window.Sentry.init({
environment: window._preloads.sentry_environment,
dsn: window._preloads.sentry_dsn,
})
})
</script>
<script nonce="gR8KO2ftQu-tLJiX_5S2GA">window._preloads = JSON.parse("{\"cspNonce\":\"gR8KO2ftQu-tLJiX_5S2GA\",\"isEU\":false,\"language\":\"en\",\"country\":\"US\",\"leaderboardCountries\":[\"ES\",\"FR\",\"GB\",\"IT\",\"NL\"],\"enabledLeaderboardCountries\":[\"ES\",\"FR\",\"GB\",\"IT\",\"NL\"],\"userLocale\":{\"language\":\"en\",\"region\":\"US\",\"source\":\"accept-language\"},\"base_url\":\"https://blog.alexewerlof.com\",\"stripe_publishable_key\":\"pk_live_51QfnARLDSWi1i85FBpvw6YxfQHljOpWXw8IKi5qFWEzvW8HvoD8cqTulR9UWguYbYweLvA16P7LN6WZsGdZKrNkE00uGbFaOE3\",\"captcha_site_key\":\"6LeI15YsAAAAAPXyDcvuVqipba_jEFQCjz1PFQoz\",\"pub\":{\"apple_pay_disabled\":false,\"apex_domain\":null,\"author_id\":87732486,\"byline_images_enabled\":true,\"bylines_enabled\":true,\"chartable_token\":null,\"community_enabled\":true,\"copyright\":\"Alex Ewerl\u00F6f\",\"cover_photo_url\":\"https://substack-post-media.s3.amazonaws.com/public/images/ffddf167-cd34-41aa-9334-ad26acca3ed2_600x600.png\",\"created_at\":\"2022-07-14T22:27:58.683Z\",\"custom_domain_optional\":false,\"custom_domain\":\"blog.alexewerlof.com\",\"default_comment_sort\":\"oldest_first\",\"default_coupon\":null,\"default_group_coupon\":\"d8f4bfde\",\"default_show_guest_bios\":true,\"email_banner_url\":\"https://substack-post-media.s3.amazonaws.com/public/images/74f8e318-c490-4be2-b868-df0285fc2f3e_1100x220.png\",\"email_from_name\":\"Alex Ewerl\u00F6f Notes\",\"email_from\":null,\"embed_tracking_disabled\":false,\"explicit\":false,\"expose_paywall_content_to_search_engines\":true,\"fb_pixel_id\":null,\"fb_site_verification_token\":null,\"flagged_as_spam\":false,\"founding_subscription_benefits\":[\"1:1 chat, 60m video call\"],\"free_subscription_benefits\":[\"All the public posts\"],\"ga_pixel_id\":null,\"google_site_verification_token\":\"HIy4u2xUDZkIs6P0KJw9TSYeq7KqXSPAQvZIs9911qU\",\"google_tag_manager_token\":\"\",\"hero_image\":null,\"hero_text\":\"Technical Leadership, Reliability Engineering, Growth\",\"hide_intro_subtitle\":null,\"hide_intro_title\":null,\"hide_podcast_feed_link\":false,\"homepage_type\":\"newspaper\",\"id\":1002265,\"image_thumbnails_always_enabled\":false,\"invite_only\":false,\"hide_podcast_from_pub_listings\":false,\"hide_podcast_from_pub_listings_prior_to\":null,\"language\":\"en\",\"logo_url_wide\":\"https://substackcdn.com/image/fetch/$s_!3m6V!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fbd56dc7c-4b9f-43f2-99a1-ecc995284940_1200x256.png\",\"logo_url\":\"https://substackcdn.com/image/fetch/$s_!_Ur2!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png\",\"minimum_group_size\":2,\"moderation_enabled\":true,\"name\":\"Alex Ewerl\u00F6f Notes\",\"paid_subscription_benefits\":[\"The pro-tips on all articles\",\"Support spending my private time to write\",\"Access to full archive\"],\"parsely_pixel_id\":null,\"chartbeat_domain\":null,\"payments_state\":\"enabled\",\"paywall_free_trial_enabled\":true,\"podcast_art_url\":null,\"paid_podcast_episode_art_url\":null,\"podcast_byline\":null,\"podcast_description\":null,\"podcast_enabled\":false,\"podcast_feed_url\":null,\"podcast_title\":null,\"post_preview_limit\":null,\"primary_user_id\":87732486,\"require_clickthrough\":false,\"show_pub_podcast_tab\":false,\"show_recs_on_homepage\":true,\"subdomain\":\"alexewerlof\",\"subscriber_invites\":0,\"support_email\":null,\"theme_var_background_pop\":\"#786CFF\",\"theme_var_color_links\":false,\"theme_var_cover_bg_color\":null,\"trial_end_override\":null,\"twitter_pixel_id\":null,\"type\":\"newsletter\",\"post_reaction_faces_enabled\":true,\"is_personal_mode\":false,\"plans\":[{\"id\":\"monthly7_5eur\",\"object\":\"plan\",\"active\":true,\"aggregate_usage\":null,\"amount\":750,\"amount_decimal\":\"750\",\"billing_scheme\":\"per_unit\",\"created\":1728579524,\"currency\":\"eur\",\"interval\":\"month\",\"interval_count\":1,\"livemode\":true,\"metadata\":{\"substack\":\"yes\"},\"meter\":null,\"nickname\":\"\u20AC7.50 a month\",\"product\":\"prod_R0QYoetykRH93k\",\"tiers_mode\":null,\"transform_usage\":null,\"trial_period_days\":null,\"usage_type\":\"licensed\",\"currency_options\":{\"aud\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":1300,\"unit_amount_decimal\":\"1300\"},\"brl\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":4400,\"unit_amount_decimal\":\"4400\"},\"cad\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":1300,\"unit_amount_decimal\":\"1300\"},\"chf\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":800,\"unit_amount_decimal\":\"800\"},\"dkk\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":6000,\"unit_amount_decimal\":\"6000\"},\"eur\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":750,\"unit_amount_decimal\":\"750\"},\"gbp\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":700,\"unit_amount_decimal\":\"700\"},\"inr\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":82500,\"unit_amount_decimal\":\"82500\"},\"jpy\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":1500,\"unit_amount_decimal\":\"1500\"},\"mxn\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":15000,\"unit_amount_decimal\":\"15000\"},\"nok\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":8500,\"unit_amount_decimal\":\"8500\"},\"nzd\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":1500,\"unit_amount_decimal\":\"1500\"},\"pln\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":3300,\"unit_amount_decimal\":\"3300\"},\"sek\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":8500,\"unit_amount_decimal\":\"8500\"},\"usd\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":900,\"unit_amount_decimal\":\"900\"}}},{\"id\":\"yearly74eur\",\"object\":\"plan\",\"active\":true,\"aggregate_usage\":null,\"amount\":7400,\"amount_decimal\":\"7400\",\"billing_scheme\":\"per_unit\",\"created\":1728579524,\"currency\":\"eur\",\"interval\":\"year\",\"interval_count\":1,\"livemode\":true,\"metadata\":{\"substack\":\"yes\"},\"meter\":null,\"nickname\":\"\u20AC74 a year\",\"product\":\"prod_R0QYUJf9xqVpaq\",\"tiers_mode\":null,\"transform_usage\":null,\"trial_period_days\":null,\"usage_type\":\"licensed\",\"currency_options\":{\"aud\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":12500,\"unit_amount_decimal\":\"12500\"},\"brl\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":43500,\"unit_amount_decimal\":\"43500\"},\"cad\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":12000,\"unit_amount_decimal\":\"12000\"},\"chf\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":7000,\"unit_amount_decimal\":\"7000\"},\"dkk\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":55500,\"unit_amount_decimal\":\"55500\"},\"eur\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":7400,\"unit_amount_decimal\":\"7400\"},\"gbp\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":6500,\"unit_amount_decimal\":\"6500\"},\"inr\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":811000,\"unit_amount_decimal\":\"811000\"},\"jpy\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":14000,\"unit_amount_decimal\":\"14000\"},\"mxn\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":148000,\"unit_amount_decimal\":\"148000\"},\"nok\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":81500,\"unit_amount_decimal\":\"81500\"},\"nzd\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":15000,\"unit_amount_decimal\":\"15000\"},\"pln\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":32500,\"unit_amount_decimal\":\"32500\"},\"sek\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":82000,\"unit_amount_decimal\":\"82000\"},\"usd\":{\"custom_unit_amount\":null,\"tax_behavior\":\"unspecified\",\"unit_amount\":8500,\"unit_amount_decimal\":\"8500\"}}},{\"id\":\"founding20000eur\",\"name\":\"founding20000eur\",\"nickname\":\"founding20000eur\",\"active\":true,\"amount\":20000,\"currency\":\"eur\",\"interval\":\"year\",\"interval_count\":1,\"metadata\":{\"substack\":\"yes\",\"founding\":\"yes\",\"no_coupons\":\"yes\",\"short_description\":\"VIP supporter\",\"short_description_english\":\"VIP supporter\",\"minimum\":\"20000\",\"minimum_local\":{\"usd\":23500,\"gbp\":17500,\"eur\":20000,\"cad\":32500,\"mxn\":394000,\"aud\":32500,\"brl\":119000,\"sek\":225500,\"chf\":19000,\"dkk\":149500,\"nok\":215500,\"inr\":2217000,\"jpy\":36000,\"nzd\":40000,\"pln\":86500}},\"currency_options\":{\"usd\":{\"unit_amount\":23500,\"tax_behavior\":\"unspecified\"},\"gbp\":{\"unit_amount\":17500,\"tax_behavior\":\"unspecified\"},\"eur\":{\"unit_amount\":20000,\"tax_behavior\":\"unspecified\"},\"cad\":{\"unit_amount\":32500,\"tax_behavior\":\"unspecified\"},\"mxn\":{\"unit_amount\":394000,\"tax_behavior\":\"unspecified\"},\"aud\":{\"unit_amount\":32500,\"tax_behavior\":\"unspecified\"},\"brl\":{\"unit_amount\":119000,\"tax_behavior\":\"unspecified\"},\"sek\":{\"unit_amount\":225500,\"tax_behavior\":\"unspecified\"},\"chf\":{\"unit_amount\":19000,\"tax_behavior\":\"unspecified\"},\"dkk\":{\"unit_amount\":149500,\"tax_behavior\":\"unspecified\"},\"nok\":{\"unit_amount\":215500,\"tax_behavior\":\"unspecified\"},\"inr\":{\"unit_amount\":2217000,\"tax_behavior\":\"unspecified\"},\"jpy\":{\"unit_amount\":36000,\"tax_behavior\":\"unspecified\"},\"nzd\":{\"unit_amount\":40000,\"tax_behavior\":\"unspecified\"},\"pln\":{\"unit_amount\":86500,\"tax_behavior\":\"unspecified\"}}}],\"stripe_user_id\":\"acct_1MAFmbEv9TeVut3s\",\"stripe_country\":\"SE\",\"stripe_publishable_key\":\"pk_live_51MAFmbEv9TeVut3sg6LOLDoGpzdvqtqZvasczL18isiPGcezpoD3DRMPDmivD2Qu12m0h0mpKUgIqx5cJZisTK1500fjcalFnx\",\"stripe_platform_account\":\"US\",\"automatic_tax_enabled\":false,\"author_name\":\"Alex Ewerl\u00F6f\",\"author_handle\":\"alexewerlof\",\"author_photo_url\":\"https://substackcdn.com/image/fetch/$s_!IRtW!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg\",\"author_bio\":\"Writes about technical leadership, growth mindset, and system reliability engineering. Senior Staff Engineer, MSc Systems Engineering from KTH, Stockholmer, dad, amateur artist. Read more here: https://www.alexewerlof.com/who\",\"twitter_screen_name\":\"alexewerlof\",\"has_custom_tos\":false,\"has_custom_privacy\":false,\"theme\":{\"background_pop_color\":\"#FFBC52\",\"web_bg_color\":\"#001426\",\"cover_bg_color\":\"#001426\",\"publication_id\":1002265,\"color_links\":null,\"font_preset_heading\":\"sans\",\"font_preset_body\":\"fancy_serif\",\"font_family_headings\":null,\"font_family_body\":null,\"font_family_ui\":null,\"font_size_body_desktop\":null,\"print_secondary\":null,\"custom_css_web\":null,\"custom_css_email\":null,\"home_hero\":\"feature-media\",\"home_posts\":\"custom\",\"home_show_top_posts\":true,\"hide_images_from_list\":false,\"home_hero_alignment\":\"left\",\"home_hero_show_podcast_links\":true,\"default_post_header_variant\":null,\"custom_header\":{\"layout\":\"stacked\",\"navStyle\":\"text\",\"navPosition\":\"bottom\",\"wordmarkLogoSize\":42},\"custom_footer\":{\"layout\":\"two-column\",\"backgroundColor\":\"#000C17\",\"publicationNameSize\":50,\"showPublicationName\":false,\"publicationNameStyle\":\"text\",\"publicationNamePosition\":\"bottom\",\"publicationNameBackgroundColor\":null},\"social_media_links\":{\"bluesky\":\"https://bsky.app/profile/alexewerlof.com\",\"youtube\":\"https://www.youtube.com/@alexewerlof\",\"linkedin\":\"https://www.linkedin.com/in/alexewerlof/\"},\"font_options\":{\"body\":\"merriweather_400\",\"heading\":\"heavy_sans\"},\"section_template\":null,\"custom_subscribe\":null,\"design_template\":null,\"design_template_options\":null},\"threads_v2_settings\":{\"first_thread_email_sent_at\":\"2023-02-12T20:30:37.079+00:00\",\"activated_at\":\"2023-02-12T20:30:06.164+00:00\",\"reader_thread_notifications_enabled\":true,\"create_thread_minimum_role\":\"paid\",\"photo_replies_enabled\":true,\"boost_free_subscriber_chat_preview_enabled\":false,\"push_suppression_enabled\":false},\"default_group_coupon_percent_off\":\"50.00\",\"default_group_coupon_include_founding\":false,\"pause_return_date\":null,\"has_posts\":true,\"has_recommendations\":true,\"first_post_date\":\"2020-09-24T11:28:00.000Z\",\"has_podcast\":false,\"has_free_podcast\":false,\"has_subscriber_only_podcast\":false,\"has_community_content\":true,\"rankingDetail\":\"Launched 4 years ago\",\"rankingDetailFreeIncluded\":\"Tens of thousands of subscribers\",\"rankingDetailOrderOfMagnitude\":10,\"rankingDetailFreeIncludedOrderOfMagnitude\":10000,\"rankingDetailFreeSubscriberCount\":\"Over 19,000 subscribers\",\"rankingDetailByLanguage\":{\"ar\":{\"rankingDetail\":\"\u062A\u0645 \u0627\u0644\u0625\u0637\u0644\u0627\u0642 4 years ago\"},\"ca\":{\"rankingDetail\":\"S\u2019ha llan\u00E7at fa 4 anys\"},\"da\":{\"rankingDetail\":\"Lancering 4 \u00E5r\"},\"de\":{\"rankingDetail\":\"vor 4 Jahren gelauncht\"},\"es\":{\"rankingDetail\":\"Lanzado hace 4 a\u00F1os\"},\"fr\":{\"rankingDetail\":\"Lanc\u00E9 il y a 4 ann\u00E9es\"},\"id\":{\"rankingDetail\":\"Diluncurkan 4 tahun yang lalu\"},\"ja\":{\"rankingDetail\":\"\u958B\u59CB\u65E5 4\u5E74\u524D\"},\"ko\":{\"rankingDetail\":\"4\uB144 \uC804\uC5D0 \uCD9C\uC2DC\"},\"nb\":{\"rankingDetail\":\"Lansert 4 \u00E5r\"},\"nl\":{\"rankingDetail\":\"Gelanceerd 4 jaar geleden\"},\"pl\":{\"rankingDetail\":\"Uruchomiono 4 lat temu\"},\"pt\":{\"rankingDetail\":\"Lan\u00E7ado 4 anos\"},\"pt-br\":{\"rankingDetail\":\"Lan\u00E7ado 4 anos\"},\"en-gb\":{\"rankingDetail\":\"Launched 4 years ago\"},\"it\":{\"rankingDetail\":\"Lanciato 4 anni\"},\"tr\":{\"rankingDetail\":\"4 y\u0131l ba\u015Flat\u0131ld\u0131\"},\"sv\":{\"rankingDetail\":\"Lanserad 4 \u00E5r sedan\"},\"fi\":{\"rankingDetail\":\"Launched 4 vuotta\"},\"is\":{\"rankingDetail\":\"Launched 4 \u00E1r\"},\"zh-hans\":{\"rankingDetail\":\"\u4E8E4 \u5E74\u524D\u4E0A\u7EBF\"},\"zh-hant\":{\"rankingDetail\":\"\u65BC 4 \u5E74\u524D \u63A8\u51FA\"},\"en\":{\"rankingDetail\":\"Launched 4 years ago\"}},\"freeSubscriberCount\":\"19,000\",\"freeSubscriberCountOrderOfMagnitude\":\"19K+\",\"author_bestseller_tier\":0,\"author_badge\":null,\"disable_monthly_subscriptions\":false,\"disable_annual_subscriptions\":false,\"hide_post_restacks\":false,\"notes_feed_enabled\":true,\"showIntroModule\":false,\"isPortraitLayout\":false,\"last_chat_post_at\":\"2025-10-31T11:34:19.438Z\",\"primary_profile_name\":\"Alex Ewerl\u00F6f\",\"primary_profile_photo_url\":\"https://substackcdn.com/image/fetch/$s_!IRtW!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg\",\"no_follow\":false,\"sponsorshipCampaigns\":{},\"paywall_chat\":\"free\",\"sections\":[{\"id\":67726,\"created_at\":\"2023-05-31T20:13:23.606Z\",\"updated_at\":\"2024-11-12T15:54:54.980Z\",\"publication_id\":1002265,\"name\":\"Technical Leadership\",\"description\":\"Technical Leadership, Staff Engineering, and impact without mandate\",\"slug\":\"tech-lead\",\"is_podcast\":false,\"is_live\":true,\"is_default_on\":true,\"sibling_rank\":0,\"port_status\":\"success\",\"logo_url\":null,\"hide_from_navbar\":false,\"email_from_name\":\"\",\"hide_posts_from_pub_listings\":false,\"email_banner_url\":null,\"cover_photo_url\":null,\"hide_intro_title\":false,\"hide_intro_subtitle\":false,\"ignore_publication_email_settings\":false,\"custom_config\":{},\"unifiedPodcastSettings\":null,\"showLinks\":[],\"podcastSettings\":null,\"pageTheme\":{\"id\":51608,\"publication_id\":1002265,\"section_id\":67726,\"page\":null,\"page_hero\":\"default\",\"page_posts\":\"grid\",\"show_podcast_links\":true,\"hero_alignment\":\"center\"},\"podcastPalette\":{\"DarkMuted\":{\"population\":72,\"rgb\":[73,153,137]},\"DarkVibrant\":{\"population\":6013,\"rgb\":[4,100,84]},\"LightMuted\":{\"population\":7,\"rgb\":[142,198,186]},\"LightVibrant\":{\"population\":3,\"rgb\":[166,214,206]},\"Muted\":{\"population\":6,\"rgb\":[92,164,156]},\"Vibrant\":{\"population\":5,\"rgb\":[76,164,146]}},\"spotify_podcast_settings\":null,\"unified_podcast_settings\":null},{\"id\":67723,\"created_at\":\"2023-05-31T19:57:24.859Z\",\"updated_at\":\"2024-03-22T13:16:12.203Z\",\"publication_id\":1002265,\"name\":\"Reliability Engineering\",\"description\":\"Concepts that help you with building reliable systems and architecture\",\"slug\":\"sre\",\"is_podcast\":false,\"is_live\":true,\"is_default_on\":true,\"sibling_rank\":1,\"port_status\":\"success\",\"logo_url\":null,\"hide_from_navbar\":false,\"email_from_name\":\"\",\"hide_posts_from_pub_listings\":false,\"email_banner_url\":null,\"cover_photo_url\":null,\"hide_intro_title\":false,\"hide_intro_subtitle\":false,\"ignore_publication_email_settings\":false,\"custom_config\":{},\"unifiedPodcastSettings\":null,\"showLinks\":[],\"podcastSettings\":null,\"pageTheme\":{\"id\":51609,\"publication_id\":1002265,\"section_id\":67723,\"page\":null,\"page_hero\":\"default\",\"page_posts\":\"grid\",\"show_podcast_links\":true,\"hero_alignment\":\"center\"},\"podcastPalette\":{\"DarkMuted\":{\"population\":72,\"rgb\":[73,153,137]},\"DarkVibrant\":{\"population\":6013,\"rgb\":[4,100,84]},\"LightMuted\":{\"population\":7,\"rgb\":[142,198,186]},\"LightVibrant\":{\"population\":3,\"rgb\":[166,214,206]},\"Muted\":{\"population\":6,\"rgb\":[92,164,156]},\"Vibrant\":{\"population\":5,\"rgb\":[76,164,146]}},\"spotify_podcast_settings\":null,\"unified_podcast_settings\":null},{\"id\":69986,\"created_at\":\"2023-06-17T13:00:28.926Z\",\"updated_at\":\"2023-06-17T13:00:28.926Z\",\"publication_id\":1002265,\"name\":\"Growth\",\"description\":\"Growth mindset, productivity, organizational growth, culture\",\"slug\":\"growth\",\"is_podcast\":false,\"is_live\":true,\"is_default_on\":true,\"sibling_rank\":2,\"port_status\":\"success\",\"logo_url\":null,\"hide_from_navbar\":false,\"email_from_name\":\"\",\"hide_posts_from_pub_listings\":false,\"email_banner_url\":null,\"cover_photo_url\":null,\"hide_intro_title\":false,\"hide_intro_subtitle\":false,\"ignore_publication_email_settings\":false,\"custom_config\":{},\"unifiedPodcastSettings\":null,\"showLinks\":[],\"podcastSettings\":null,\"pageTheme\":{\"id\":51610,\"publication_id\":1002265,\"section_id\":69986,\"page\":null,\"page_hero\":\"default\",\"page_posts\":\"grid\",\"show_podcast_links\":true,\"hero_alignment\":\"center\"},\"podcastPalette\":{\"DarkMuted\":{\"population\":72,\"rgb\":[73,153,137]},\"DarkVibrant\":{\"population\":6013,\"rgb\":[4,100,84]},\"LightMuted\":{\"population\":7,\"rgb\":[142,198,186]},\"LightVibrant\":{\"population\":3,\"rgb\":[166,214,206]},\"Muted\":{\"population\":6,\"rgb\":[92,164,156]},\"Vibrant\":{\"population\":5,\"rgb\":[76,164,146]}},\"spotify_podcast_settings\":null,\"unified_podcast_settings\":null},{\"id\":65305,\"created_at\":\"2023-05-14T08:17:44.620Z\",\"updated_at\":\"2023-05-14T08:17:44.620Z\",\"publication_id\":1002265,\"name\":\"Cartoons\",\"description\":\"The cartoons and doodles I draw from time to time\",\"slug\":\"cartoons\",\"is_podcast\":false,\"is_live\":true,\"is_default_on\":true,\"sibling_rank\":3,\"port_status\":\"success\",\"logo_url\":null,\"hide_from_navbar\":false,\"email_from_name\":\"\",\"hide_posts_from_pub_listings\":false,\"email_banner_url\":null,\"cover_photo_url\":null,\"hide_intro_title\":false,\"hide_intro_subtitle\":false,\"ignore_publication_email_settings\":false,\"custom_config\":{},\"unifiedPodcastSettings\":null,\"showLinks\":[],\"podcastSettings\":null,\"pageTheme\":{\"id\":51611,\"publication_id\":1002265,\"section_id\":65305,\"page\":null,\"page_hero\":\"default\",\"page_posts\":\"grid\",\"show_podcast_links\":true,\"hero_alignment\":\"center\"},\"podcastPalette\":{\"DarkMuted\":{\"population\":72,\"rgb\":[73,153,137]},\"DarkVibrant\":{\"population\":6013,\"rgb\":[4,100,84]},\"LightMuted\":{\"population\":7,\"rgb\":[142,198,186]},\"LightVibrant\":{\"population\":3,\"rgb\":[166,214,206]},\"Muted\":{\"population\":6,\"rgb\":[92,164,156]},\"Vibrant\":{\"population\":5,\"rgb\":[76,164,146]}},\"spotify_podcast_settings\":null,\"unified_podcast_settings\":null},{\"id\":192721,\"created_at\":\"2025-02-23T16:44:05.979Z\",\"updated_at\":\"2025-02-23T16:44:09.931Z\",\"publication_id\":1002265,\"name\":\"Code\",\"description\":\"Code and software development\",\"slug\":\"code\",\"is_podcast\":false,\"is_live\":true,\"is_default_on\":true,\"sibling_rank\":4,\"port_status\":\"success\",\"logo_url\":null,\"hide_from_navbar\":false,\"email_from_name\":\"\",\"hide_posts_from_pub_listings\":false,\"email_banner_url\":null,\"cover_photo_url\":null,\"hide_intro_title\":false,\"hide_intro_subtitle\":false,\"ignore_publication_email_settings\":false,\"custom_config\":{},\"unifiedPodcastSettings\":null,\"showLinks\":[],\"podcastSettings\":null,\"pageTheme\":{\"id\":51612,\"publication_id\":1002265,\"section_id\":192721,\"page\":null,\"page_hero\":\"default\",\"page_posts\":\"grid\",\"show_podcast_links\":true,\"hero_alignment\":\"center\"},\"podcastPalette\":{\"DarkMuted\":{\"population\":72,\"rgb\":[73,153,137]},\"DarkVibrant\":{\"population\":6013,\"rgb\":[4,100,84]},\"LightMuted\":{\"population\":7,\"rgb\":[142,198,186]},\"LightVibrant\":{\"population\":3,\"rgb\":[166,214,206]},\"Muted\":{\"population\":6,\"rgb\":[92,164,156]},\"Vibrant\":{\"population\":5,\"rgb\":[76,164,146]}},\"spotify_podcast_settings\":null,\"unified_podcast_settings\":null}],\"podcastTabInfo\":null,\"multipub_migration\":null,\"navigationBarItems\":[{\"id\":\"693b47dd-b5e5-4dbb-b7b3-891c9b2c1835\",\"publication_id\":1002265,\"sibling_rank\":0,\"link_title\":null,\"link_url\":null,\"section_id\":null,\"post_id\":null,\"is_hidden\":false,\"standard_key\":\"about\",\"post_tag_id\":null,\"parent_id\":null,\"is_group\":false,\"postTag\":null,\"children\":[],\"post\":null,\"section\":null},{\"id\":\"52ced5af-109a-4b1e-8910-89961a72b0a3\",\"publication_id\":1002265,\"sibling_rank\":0,\"link_title\":null,\"link_url\":null,\"section_id\":null,\"post_id\":null,\"is_hidden\":true,\"standard_key\":\"leaderboard\",\"post_tag_id\":null,\"parent_id\":null,\"is_group\":false,\"postTag\":null,\"children\":[],\"post\":null,\"section\":null},{\"id\":\"5657cede-0e4c-4869-8f2d-c73ebe2b3338\",\"publication_id\":1002265,\"sibling_rank\":0,\"link_title\":null,\"link_url\":null,\"section_id\":null,\"post_id\":null,\"is_hidden\":true,\"standard_key\":\"notes\",\"post_tag_id\":null,\"parent_id\":null,\"is_group\":false,\"postTag\":null,\"children\":[],\"post\":null,\"section\":null},{\"id\":\"d020acfa-0f0b-4afb-a793-8626297a59aa\",\"publication_id\":1002265,\"sibling_rank\":1,\"link_title\":null,\"link_url\":null,\"section_id\":null,\"post_id\":null,\"is_hidden\":true,\"standard_key\":\"chat\",\"post_tag_id\":null,\"parent_id\":null,\"is_group\":false,\"postTag\":null,\"children\":[],\"post\":null,\"section\":null},{\"id\":\"fc613bc6-10ab-41ef-9d39-a6a818fbb5ba\",\"publication_id\":1002265,\"sibling_rank\":2,\"link_title\":null,\"link_url\":null,\"section_id\":67726,\"post_id\":null,\"is_hidden\":null,\"standard_key\":null,\"post_tag_id\":null,\"parent_id\":null,\"is_group\":false,\"postTag\":null,\"children\":[],\"post\":null,\"section\":{\"id\":67726,\"slug\":\"tech-lead\",\"name\":\"Technical Leadership\",\"hide_from_navbar\":false,\"is_podcast\":false,\"logo_url\":null,\"newsletter_enabled\":null}},{\"id\":\"68d82a75-97a1-498b-b089-b9d606ee0f27\",\"publication_id\":1002265,\"sibling_rank\":3,\"link_title\":null,\"link_url\":null,\"section_id\":67723,\"post_id\":null,\"is_hidden\":null,\"standard_key\":null,\"post_tag_id\":null,\"parent_id\":null,\"is_group\":false,\"postTag\":null,\"children\":[],\"post\":null,\"section\":{\"id\":67723,\"slug\":\"sre\",\"name\":\"Reliability Engineering\",\"hide_from_navbar\":false,\"is_podcast\":false,\"logo_url\":null,\"newsletter_enabled\":null}},{\"id\":\"8a522501-651b-45bc-b881-3e2a2497ec29\",\"publication_id\":1002265,\"sibling_rank\":4,\"link_title\":null,\"link_url\":null,\"section_id\":69986,\"post_id\":null,\"is_hidden\":null,\"standard_key\":null,\"post_tag_id\":null,\"parent_id\":null,\"is_group\":false,\"postTag\":null,\"children\":[],\"post\":null,\"section\":{\"id\":69986,\"slug\":\"growth\",\"name\":\"Growth\",\"hide_from_navbar\":false,\"is_podcast\":false,\"logo_url\":null,\"newsletter_enabled\":null}},{\"id\":\"702039d0-d1f1-4070-adb7-6a88110ac904\",\"publication_id\":1002265,\"sibling_rank\":5,\"link_title\":null,\"link_url\":null,\"section_id\":65305,\"post_id\":null,\"is_hidden\":null,\"standard_key\":null,\"post_tag_id\":null,\"parent_id\":null,\"is_group\":false,\"postTag\":null,\"children\":[],\"post\":null,\"section\":{\"id\":65305,\"slug\":\"cartoons\",\"name\":\"Cartoons\",\"hide_from_navbar\":false,\"is_podcast\":false,\"logo_url\":null,\"newsletter_enabled\":null}},{\"id\":\"71e27c1f-1d9d-486d-bcce-3b707aedb0f6\",\"publication_id\":1002265,\"sibling_rank\":8,\"link_title\":\"FAQ\",\"link_url\":\"\",\"section_id\":null,\"post_id\":141786627,\"is_hidden\":null,\"standard_key\":null,\"post_tag_id\":null,\"parent_id\":null,\"is_group\":false,\"postTag\":null,\"children\":[],\"post\":{\"id\":141786627,\"slug\":\"faq\",\"title\":\"FAQ\",\"type\":\"page\"},\"section\":null},{\"id\":\"c3e7d81f-5147-498f-8317-72f318b996c3\",\"publication_id\":1002265,\"sibling_rank\":9999,\"link_title\":null,\"link_url\":null,\"section_id\":192721,\"post_id\":null,\"is_hidden\":null,\"standard_key\":null,\"post_tag_id\":null,\"parent_id\":null,\"is_group\":false,\"postTag\":null,\"children\":[],\"post\":null,\"section\":{\"id\":192721,\"slug\":\"code\",\"name\":\"Code\",\"hide_from_navbar\":false,\"is_podcast\":false,\"logo_url\":null,\"newsletter_enabled\":null}}],\"has_active_perks\":false,\"contributors\":[{\"name\":\"Alex Ewerl\u00F6f\",\"handle\":\"alexewerlof\",\"role\":\"admin\",\"owner\":true,\"user_id\":87732486,\"photo_url\":\"https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg\",\"bio\":\"Writes about technical leadership, growth mindset, and system reliability engineering. Senior Staff Engineer, MSc Systems Engineering from KTH, Stockholmer, dad, amateur artist. Read more here: https://www.alexewerlof.com/who\",\"status\":{\"bestsellerTier\":null,\"subscriberTier\":null,\"leaderboard\":null,\"vip\":false,\"badge\":null,\"subscriber\":null}}],\"threads_v2_enabled\":true,\"viralGiftsConfig\":{\"id\":\"549946e0-1129-4592-ba5f-6bcab8c6cb5d\",\"publication_id\":1002265,\"enabled\":true,\"gifts_per_user\":5,\"gift_length_months\":1,\"send_extra_gifts\":true,\"message\":\"Technical Leadership, personal growth, software\",\"created_at\":\"2022-12-01T16:46:31.467333+00:00\",\"updated_at\":\"2022-12-01T16:46:31.467333+00:00\",\"days_til_invite\":14,\"send_emails\":true,\"show_link\":null},\"no_index\":false,\"tier\":2,\"can_set_google_site_verification\":true,\"can_have_sitemap\":true,\"iap_advanced_plans\":[{\"sku\":\"c1LuwhX14kmFN5UK5J\",\"publication_id\":\"1002265\",\"is_active\":true,\"price_base_units\":1200,\"currency_alpha3\":\"usd\",\"period\":\"month\",\"created_at\":\"2026-07-07T19:37:06.872Z\",\"updated_at\":\"2026-07-07T19:37:06.872Z\",\"id\":\"1272592\",\"payout_amount_base_units\":86,\"alternate_currencies\":{\"aud\":1800,\"brl\":6500,\"cad\":1800,\"chf\":1000,\"dkk\":8000,\"eur\":1100,\"gbp\":900,\"mxn\":21000,\"nok\":12000,\"nzd\":2200,\"pln\":4500,\"sek\":12000},\"is_founding\":false,\"display_name\":\"Alex Ewerl\u00F6f Notes (Monthly)\",\"display_price\":\"$12\"},{\"sku\":\"MC73cNbFZtu7O35fUc\",\"publication_id\":\"1002265\",\"is_active\":true,\"price_base_units\":11500,\"currency_alpha3\":\"usd\",\"period\":\"year\",\"created_at\":\"2026-07-07T19:37:06.880Z\",\"updated_at\":\"2026-07-07T19:37:06.880Z\",\"id\":\"1272593\",\"payout_amount_base_units\":847,\"alternate_currencies\":{\"aud\":17000,\"brl\":59500,\"cad\":16500,\"chf\":9500,\"dkk\":75500,\"eur\":10500,\"gbp\":9000,\"mxn\":200000,\"nok\":112500,\"nzd\":20500,\"pln\":43500,\"sek\":111000},\"is_founding\":false,\"display_name\":\"Alex Ewerl\u00F6f Notes (Yearly)\",\"display_price\":\"$115\"}],\"iap_founding_plan\":{\"base_plan_id\":\"founding20000eur\",\"name\":\"VIP supporter\",\"minimum_amount\":27500,\"suggested_amount\":27500,\"currency_alpha3\":\"usd\",\"alternate_currencies\":{\"gbp\":{\"minimum_amount\":20500,\"suggested_amount\":20500},\"eur\":{\"minimum_amount\":24000,\"suggested_amount\":24000},\"cad\":{\"minimum_amount\":38500,\"suggested_amount\":38500},\"mxn\":{\"minimum_amount\":467000,\"suggested_amount\":467000},\"aud\":{\"minimum_amount\":38500,\"suggested_amount\":38500},\"brl\":{\"minimum_amount\":141000,\"suggested_amount\":141000},\"sek\":{\"minimum_amount\":267000,\"suggested_amount\":267000},\"chf\":{\"minimum_amount\":22500,\"suggested_amount\":22500},\"dkk\":{\"minimum_amount\":177500,\"suggested_amount\":177500},\"nok\":{\"minimum_amount\":255500,\"suggested_amount\":255500},\"inr\":{\"minimum_amount\":2628500,\"suggested_amount\":2628500},\"jpy\":{\"minimum_amount\":42500,\"suggested_amount\":42500},\"nzd\":{\"minimum_amount\":47500,\"suggested_amount\":47500},\"pln\":{\"minimum_amount\":103000,\"suggested_amount\":103000}}},\"founding_plan_name_english\":\"VIP supporter\",\"base_url\":\"https://blog.alexewerlof.com\",\"hostname\":\"blog.alexewerlof.com\",\"is_on_substack\":false,\"spotify_podcast_settings\":null,\"unified_podcast_settings\":null,\"podcastPalette\":{\"DarkMuted\":{\"population\":72,\"rgb\":[73,153,137]},\"DarkVibrant\":{\"population\":6013,\"rgb\":[4,100,84]},\"LightMuted\":{\"population\":7,\"rgb\":[142,198,186]},\"LightVibrant\":{\"population\":3,\"rgb\":[166,214,206]},\"Muted\":{\"population\":6,\"rgb\":[92,164,156]},\"Vibrant\":{\"population\":5,\"rgb\":[76,164,146]}},\"pageThemes\":{\"podcast\":null},\"supports_ip_content_unlock\":false,\"appTheme\":{\"colors\":{\"accent\":{\"name\":\"#ffbc52\",\"primary\":{\"r\":222,\"g\":158,\"b\":52,\"a\":1},\"primary_hover\":{\"r\":201,\"g\":140,\"b\":31,\"a\":1},\"primary_elevated\":{\"r\":201,\"g\":140,\"b\":31,\"a\":1},\"secondary\":{\"r\":222,\"g\":158,\"b\":52,\"a\":0.2},\"contrast\":{\"r\":255,\"g\":255,\"b\":255,\"a\":1},\"bg\":{\"r\":222,\"g\":158,\"b\":52,\"a\":0.2},\"bg_hover\":{\"r\":222,\"g\":158,\"b\":52,\"a\":0.3},\"dark\":{\"primary\":{\"r\":255,\"g\":188,\"b\":82,\"a\":1},\"primary_hover\":{\"r\":255,\"g\":210,\"b\":125,\"a\":1},\"primary_elevated\":{\"r\":255,\"g\":210,\"b\":125,\"a\":1},\"secondary\":{\"r\":255,\"g\":188,\"b\":82,\"a\":0.2},\"contrast\":{\"r\":0,\"g\":0,\"b\":0,\"a\":0.8},\"bg\":{\"r\":255,\"g\":188,\"b\":82,\"a\":0.2},\"bg_hover\":{\"r\":255,\"g\":188,\"b\":82,\"a\":0.3}}},\"fg\":{\"primary\":{\"r\":0,\"g\":0,\"b\":0,\"a\":0.8},\"secondary\":{\"r\":0,\"g\":0,\"b\":0,\"a\":0.6},\"tertiary\":{\"r\":0,\"g\":0,\"b\":0,\"a\":0.4},\"accent\":{\"r\":151,\"g\":97,\"b\":0,\"a\":1},\"dark\":{\"primary\":{\"r\":255,\"g\":255,\"b\":255,\"a\":0.9},\"secondary\":{\"r\":255,\"g\":255,\"b\":255,\"a\":0.6},\"tertiary\":{\"r\":255,\"g\":255,\"b\":255,\"a\":0.4},\"accent\":{\"r\":255,\"g\":188,\"b\":82,\"a\":1}}},\"bg\":{\"name\":\"#0085e5\",\"hue\":{\"r\":0,\"g\":133,\"b\":229,\"a\":1},\"tint\":{\"r\":0,\"g\":133,\"b\":229,\"a\":0.1},\"primary\":{\"r\":229.5,\"g\":242.8,\"b\":252.39999999999998,\"a\":1},\"primary_hover\":{\"r\":225,\"g\":238.29999999999998,\"b\":247.9,\"a\":1},\"primary_elevated\":{\"r\":225,\"g\":238.29999999999998,\"b\":247.9,\"a\":1},\"secondary\":{\"r\":214.2,\"g\":227.5,\"b\":237.1,\"a\":1},\"secondary_elevated\":{\"r\":184.9454280083347,\"g\":197.91521411644928,\"b\":207.26517218866366,\"a\":1},\"tertiary\":{\"r\":197.1,\"g\":210.4,\"b\":219.99999999999997,\"a\":1},\"quaternary\":{\"r\":163.79999999999998,\"g\":177.10000000000002,\"b\":186.70000000000002,\"a\":1},\"dark\":{\"primary\":{\"r\":19.8,\"g\":34,\"b\":44.5,\"a\":1},\"primary_hover\":{\"r\":24.3,\"g\":38.50000000000001,\"b\":48.99999999999999,\"a\":1},\"primary_elevated\":{\"r\":24.3,\"g\":38.50000000000001,\"b\":48.99999999999999,\"a\":1},\"secondary\":{\"r\":31.5,\"g\":46.60000000000001,\"b\":56.2,\"a\":1},\"secondary_elevated\":{\"r\":38.73972711589789,\"g\":54.076229834048654,\"b\":63.89709451363946,\"a\":1},\"tertiary\":{\"r\":48.6,\"g\":62.8,\"b\":72.4,\"a\":1},\"quaternary\":{\"r\":81.00000000000001,\"g\":95.2,\"b\":104.80000000000001,\"a\":1}}}}},\"portalAppTheme\":{\"colors\":{\"accent\":{\"name\":\"#FFBC52\",\"primary\":{\"r\":255,\"g\":188,\"b\":82,\"a\":1},\"primary_hover\":{\"r\":255,\"g\":178,\"b\":56,\"a\":1},\"primary_elevated\":{\"r\":255,\"g\":188,\"b\":82,\"a\":1},\"secondary\":{\"r\":255,\"g\":188,\"b\":82,\"a\":1},\"contrast\":{\"r\":255,\"g\":255,\"b\":255,\"a\":1},\"bg\":{\"r\":255,\"g\":103,\"b\":25,\"a\":0.2},\"bg_hover\":{\"r\":255,\"g\":103,\"b\":25,\"a\":0.3},\"dark\":{\"name\":\"#FFBC52\",\"primary\":{\"r\":255,\"g\":188,\"b\":82,\"a\":1},\"primary_hover\":{\"r\":255,\"g\":178,\"b\":56,\"a\":1},\"primary_elevated\":{\"r\":255,\"g\":188,\"b\":82,\"a\":1},\"secondary\":{\"r\":255,\"g\":188,\"b\":82,\"a\":1},\"contrast\":{\"r\":255,\"g\":255,\"b\":255,\"a\":1},\"bg\":{\"r\":255,\"g\":103,\"b\":25,\"a\":0.2},\"bg_hover\":{\"r\":255,\"g\":103,\"b\":25,\"a\":0.3}}},\"fg\":{\"primary\":{\"r\":226,\"g\":232,\"b\":237,\"a\":1},\"secondary\":{\"r\":153,\"g\":161,\"b\":168,\"a\":1},\"tertiary\":{\"r\":109,\"g\":120,\"b\":130,\"a\":1},\"accent\":{\"r\":255,\"g\":188,\"b\":82,\"a\":1},\"dark\":{\"primary\":{\"r\":226,\"g\":232,\"b\":237,\"a\":1},\"secondary\":{\"r\":153,\"g\":161,\"b\":168,\"a\":1},\"tertiary\":{\"r\":109,\"g\":120,\"b\":130,\"a\":1},\"accent\":{\"r\":255,\"g\":188,\"b\":82,\"a\":1}}},\"bg\":{\"name\":\"#001426\",\"hue\":{\"r\":0,\"g\":20,\"b\":38,\"a\":1},\"tint\":{\"r\":0,\"g\":20,\"b\":38,\"a\":1},\"primary\":{\"r\":0,\"g\":20,\"b\":38,\"a\":1},\"primary_hover\":{\"r\":15,\"g\":34,\"b\":51,\"a\":1},\"primary_elevated\":{\"r\":15,\"g\":34,\"b\":51,\"a\":1},\"secondary\":{\"r\":15,\"g\":34,\"b\":51,\"a\":1},\"secondary_elevated\":{\"r\":34,\"g\":52,\"b\":67,\"a\":1},\"tertiary\":{\"r\":34,\"g\":52,\"b\":67,\"a\":1},\"quaternary\":{\"r\":72,\"g\":86,\"b\":99,\"a\":1},\"dark\":{\"name\":\"#001426\",\"hue\":{\"r\":0,\"g\":20,\"b\":38,\"a\":1},\"tint\":{\"r\":0,\"g\":20,\"b\":38,\"a\":1},\"primary\":{\"r\":0,\"g\":20,\"b\":38,\"a\":1},\"primary_hover\":{\"r\":15,\"g\":34,\"b\":51,\"a\":1},\"primary_elevated\":{\"r\":15,\"g\":34,\"b\":51,\"a\":1},\"secondary\":{\"r\":15,\"g\":34,\"b\":51,\"a\":1},\"secondary_elevated\":{\"r\":34,\"g\":52,\"b\":67,\"a\":1},\"tertiary\":{\"r\":34,\"g\":52,\"b\":67,\"a\":1},\"quaternary\":{\"r\":72,\"g\":86,\"b\":99,\"a\":1}}},\"wordmark_bg\":{\"r\":0,\"g\":20,\"b\":38,\"a\":1},\"is_dark\":true},\"fonts\":{\"heading\":\"heavy_sans\",\"body\":\"merriweather_400\"}},\"logoPalette\":{\"Vibrant\":{\"rgb\":[252,188,84],\"population\":5509},\"DarkVibrant\":{\"rgb\":[4,20,36],\"population\":556},\"LightVibrant\":{\"rgb\":[244,181,84],\"population\":7},\"Muted\":{\"rgb\":[124,100,60],\"population\":1},\"DarkMuted\":{\"rgb\":[80,71,52],\"population\":65},\"LightMuted\":{\"rgb\":[143.75274725274724,90.7912087912088,9.247252747252743],\"population\":0}},\"section\":{\"id\":67723,\"created_at\":\"2023-05-31T19:57:24.859Z\",\"updated_at\":\"2024-03-22T13:16:12.203Z\",\"publication_id\":1002265,\"name\":\"Reliability Engineering\",\"description\":\"Concepts that help you with building reliable systems and architecture\",\"slug\":\"sre\",\"is_podcast\":false,\"is_live\":true,\"is_default_on\":true,\"sibling_rank\":1,\"port_status\":\"success\",\"logo_url\":null,\"hide_from_navbar\":false,\"email_from_name\":\"\",\"hide_posts_from_pub_listings\":false,\"email_banner_url\":null,\"cover_photo_url\":null,\"hide_intro_title\":false,\"hide_intro_subtitle\":false,\"ignore_publication_email_settings\":false,\"custom_config\":{},\"unifiedPodcastSettings\":null,\"showLinks\":[],\"podcastSettings\":null,\"pageTheme\":{\"id\":51609,\"publication_id\":1002265,\"section_id\":67723,\"page\":null,\"page_hero\":\"default\",\"page_posts\":\"grid\",\"show_podcast_links\":true,\"hero_alignment\":\"center\"},\"podcastPalette\":{\"DarkMuted\":{\"population\":72,\"rgb\":[73,153,137]},\"DarkVibrant\":{\"population\":6013,\"rgb\":[4,100,84]},\"LightMuted\":{\"population\":7,\"rgb\":[142,198,186]},\"LightVibrant\":{\"population\":3,\"rgb\":[166,214,206]},\"Muted\":{\"population\":6,\"rgb\":[92,164,156]},\"Vibrant\":{\"population\":5,\"rgb\":[76,164,146]}},\"spotify_podcast_settings\":null,\"unified_podcast_settings\":null}},\"confirmedLogin\":false,\"hide_intro_popup\":false,\"block_auto_login\":false,\"domainInfo\":{\"isSubstack\":false,\"customDomain\":\"blog.alexewerlof.com\"},\"experimentFeatures\":{},\"experimentExposures\":{},\"siteConfigs\":{\"score_upsell_email\":\"control\",\"first_chat_email_enabled\":true,\"new_commenter_approval\":false,\"pub_update_opennode_api_key\":false,\"notes_video_max_duration_minutes\":15,\"show_content_label_age_gating_in_feed\":false,\"zendesk_automation_cancellations\":false,\"mfa_action_box_enabled\":false,\"publication_max_bylines\":35,\"no_contest_charge_disputes\":false,\"scheduled_post_share_assets_enabled\":false,\"publication_tabs_reorder\":false,\"comp_expiry_email_new_copy\":\"NONE\",\"free_unlock_required\":false,\"enable_section_group_pages\":false,\"enable_post_summarization\":false,\"live_stream_host_warning_message\":\"\",\"bitcoin_enabled\":false,\"minimum_ios_os_version\":\"17.0.0\",\"show_entire_square_image\":false,\"hide_subscriber_count\":false,\"fit_in_live_stream_player\":false,\"publication_author_display_override\":\"\",\"enable_saved_segments\":true,\"generate_pdf_tax_report\":false,\"hide_post_sidebar\":false,\"show_generic_post_importer\":false,\"enable_pledges_modal\":true,\"community_automod_non_english_enabled\":true,\"audio_clips_enabled\":false,\"enable_videos_page\":false,\"exempt_from_gtm_filter\":false,\"group_sections_and_podcasts_in_menu\":false,\"boost_optin_modal_enabled\":true,\"standards_and_enforcement_features_enabled\":false,\"pub_creation_captcha_behavior\":\"risky_pubs_or_rate_limit\",\"post_blogspot_importer\":false,\"enable_high_res_background_uploading\":false,\"pub_tts_override\":\"default\",\"disable_monthly_subscriptions\":false,\"skip_welcome_email\":false,\"chat_reader_thread_notification_default\":false,\"scheduled_pinned_posts\":false,\"disable_redirect_outbound_utm_params\":false,\"reader_gift_referrals_enabled\":true,\"dont_show_guest_byline\":false,\"like_comments_enabled\":true,\"enable_theme_editor_deferred_saves\":false,\"enable_sponsorship_campaigns_advanced\":false,\"temporal_livestream_ended_draft\":true,\"enable_pangram_ai_detection\":true,\"fallback_to_archive_search_on_section_pages\":false,\"livekit_track_egress_custom_base_url\":\"http://livekit-egress-custom-recorder-participant-test.s3-website-us-east-1.amazonaws.com\",\"welcome_screen_blurb_override\":\"\",\"like_posts_enabled\":true,\"twitter_player_card_enabled\":true,\"feed_promoted_user\":false,\"show_note_stats_for_all_notes\":false,\"section_specific_csv_imports_enabled\":false,\"disable_podcast_feed_description_cta\":false,\"bypass_profile_substack_logo_detection\":false,\"use_preloaded_player_sources\":false,\"list_pruning_enabled\":false,\"facebook_connect\":false,\"opt_in_to_sections_during_subscribe\":false,\"underlined_colored_links\":false,\"enable_efficient_digest_embed\":false,\"enable_aligned_images\":false,\"max_image_upload_mb\":64,\"threads_suggested_ios_version\":null,\"pledges_disabled\":false,\"threads_minimum_ios_version\":812,\"hide_podcast_email_setup_link\":false,\"subscribe_captcha_behavior\":\"default\",\"publication_ban_sample_rate\":0,\"custom_themes_substack_subscribe_modal\":false,\"ios_post_share_assets_screenshot_trigger\":\"control\",\"opt_in_to_sections_during_subscribe_include_main_pub_newsletter\":false,\"continue_support_cta_in_newsletter_emails\":false,\"bloomberg_syndication_enabled\":false,\"allow_document_freeze\":false,\"test_age_gate_user\":false,\"podcast_main_feed_is_firehose\":false,\"pub_app_incentive_gift\":\"\",\"no_embed_redirect\":false,\"customized_email_from_name_for_new_follow_emails\":\"treatment\",\"spotify_open_access_sandbox_mode\":false,\"disable_custom_nav_menu\":false,\"enable_livestream_name_cards\":false,\"fullstory_enabled\":false,\"chat_reply_poll_interval\":3,\"thefp_enable_email_upsell_banner\":false,\"force_pub_links_to_use_subdomain\":false,\"always_show_cookie_banner\":false,\"hide_media_download_option\":false,\"hide_post_restacks\":false,\"feed_item_source_debug_mode\":false,\"twitter_embed_video_playback_enabled\":false,\"publication_homepage_title_display_override\":\"\",\"enable_email_automation_stats\":false,\"post_preview_highlight_byline\":false,\"4k_video\":false,\"enable_islands_section_intent_screen\":false,\"post_metering_enabled\":false,\"notifications_disabled\":\"\",\"cross_post_notification_threshold\":1000,\"facebook_connect_prod_app\":true,\"force_into_pymk_ranking\":false,\"minimum_android_version\":756,\"group_size_change_notification_email_enabled\":false,\"enable_transcription_translations\":false,\"use_og_image_as_twitter_image_for_post_previews\":false,\"always_use_podcast_channel_art_as_episode_art_in_rss\":false,\"seo_tier_override\":\"NONE\",\"editor_role_enabled\":false,\"no_follow_links\":false,\"publisher_api_enabled\":false,\"zendesk_support_priority\":\"default\",\"enable_post_clips_stats\":false,\"enable_subscriber_referrals_awards\":true,\"ios_profile_themes_feed_permalink_enabled\":false,\"reader_survey_during_subscribe_enabled\":true,\"use_publication_language_for_transcription\":false,\"show_substack_funded_gifts_tooltip\":true,\"disable_ai_transcription\":false,\"per_pub_notification_settings\":false,\"live_stream_creation_enabled\":true,\"disable_card_element_in_europe\":false,\"web_growth_item_promotion_threshold\":0,\"bundle_subscribe_enabled\":false,\"web_vitals_sample_rate\":0,\"allow_live_stream_auto_takedown\":\"true\",\"mobile_publication_attachments_enabled\":false,\"enable_design_templates_events_page\":false,\"enable_survey_response_crm_filters\":false,\"disable_personal_substack_initialization\":false,\"section_specific_welcome_pages\":false,\"local_payment_methods\":\"control\",\"publisher_api_cancel_comp\":false,\"posts_in_rss_feed\":20,\"publisher_dashboard_section_selector\":false,\"reader_surveys_platform_question_order\":\"36,1,4,2,3,5,6,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23,24,25,26,27,28,29,30,31,32,33,34,35\",\"login_guard_app_link_in_email\":true,\"community_moderators_enabled\":false,\"enable_custom_theme\":false,\"monthly_sub_is_one_off\":false,\"unread_notes_activity_digest\":\"control\",\"display_cookie_settings\":false,\"welcome_page_query_params\":false,\"enable_free_podcast_urls\":false,\"comp_expiry_emails_disabled\":false,\"enable_description_on_polls\":false,\"use_microlink_for_instagram_embeds\":false,\"free_signup_confirmation_behavior\":\"with_email_validation\",\"ios_post_stats_for_admins\":false,\"enable_design_templates\":false,\"use_livestream_post_media_composition\":true,\"section_specific_preambles\":false,\"pub_export_temp_disable\":false,\"show_menu_on_posts\":false,\"ios_post_subscribe_web_routing\":true,\"enable_pangram_detection_settings\":false,\"freewalls_enabled_web\":false,\"app_onboarding_survey_email\":false,\"republishing_enabled\":false,\"app_mode\":false,\"show_phone_banner\":false,\"minimum_ios_version\":2200,\"enable_author_pages\":false,\"enable_decagon_chat\":true,\"first_month_upsell\":\"control\",\"new_user_checklist_enabled\":\"use_follower_count\",\"disable_high_res_recording\":false,\"latex_upgraded_inline\":false,\"anonymous_post_metering_enabled\":false,\"rss_verification_code\":\"\",\"notification_post_emails\":\"experiment\",\"chat_suppress_contributor_push_option_enabled\":false,\"enable_subscriber_tags\":true,\"media_feed_app_prepend_inbox_limit\":0,\"export_hooks_enabled\":false,\"audio_encoding_bitrate\":null,\"extra_seats_coupon_type\":false,\"post_subdomain_universal_links\":false,\"post_import_max_file_size\":26214400,\"feed_promoted_video_publication\":false,\"livekit_reconnect_slate_url\":\"https://mux-livestream-assets.s3.us-east-1.amazonaws.com/custom-disconnect-slate-tall.png\",\"exclude_from_pymk_suggestions\":false,\"publication_ranking_variant\":\"experiment\",\"disable_annual_subscriptions\":false,\"hack_jane_manchun_wong\":true,\"android_enable_auto_gain_control\":true,\"allow_coupons_on_upgrade\":false,\"test_au_age_gate_user\":false,\"pub_auto_moderation_enabled\":false,\"disable_live_stream_ai_trimming_by_default\":false,\"disable_deletion\":false,\"livekit_egress_custom_base_url\":\"http://livekit-egress-custom-recorder.s3-website-us-east-1.amazonaws.com\",\"clip_focused_video_upload_flow\":false,\"live_stream_max_guest_users\":2,\"android_upgrade_alert_dialog_reincarnated\":true,\"enable_video_seo_data\":false,\"can_reimport_unsubscribed_users_with_2x_optin\":false,\"founding_upgrade_during_gift_disabled\":false,\"thefp_enable_section_groups\":false,\"review_incoming_email\":\"default\",\"enable_founding_gifts\":false,\"enable_sponsorship_campaigns\":false,\"thefp_forum_polls_enabled\":false,\"thefp_enable_embed_media_links\":false,\"sort_modal_search_results\":false,\"default_thumbnail_time\":10,\"load_test_unichat\":false,\"live_stream_head_alignment_guide\":false,\"free_press_combo_subscribe_flow_enabled\":false,\"enable_code_embed_toc\":false,\"enable_publication_tax_settings\":false,\"gifts_from_substack_feature_available\":true,\"disable_ai_clips\":false,\"enable_elevenlabs_voiceovers\":false,\"thefp_enable_transcripts\":false,\"show_simple_post_editor\":false,\"instacart_integration_enabled\":false,\"enable_publication_podcasts_page\":false,\"enable_direct_message_request_bypass\":false,\"enable_apple_news_sync\":false,\"live_stream_in_trending_topic_overrides\":\"\",\"free_press_newsletter_promo_enabled\":false,\"account_based_post_metering_enabled\":false,\"disable_live_stream_reactions\":false,\"instacart_partner_id\":\"\",\"enable_adhoc_email_scheduling\":true,\"media_feed_prepend_inbox_limit\":35,\"welcome_page_no_opt_out\":false,\"enable_caption_translation_tools\":false,\"section_specific_postscripts\":false,\"edit_profile_theme_colors\":false,\"disable_clipping_for_readers\":false,\"enable_apple_podcast_delivery_self_serve_pem_files\":false,\"enable_press_kit_preview_modal\":false,\"enable_rnc_page\":true,\"live_stream_video_degradation_preference\":\"maintainFramerate\",\"enable_high_follower_dm\":true,\"pause_app_badges\":false,\"profile_feed_expanded_inventory\":false,\"livekit_mux_latency_mode\":\"low\",\"feed_juiced_user\":0,\"global_iap_plan_setup_countries\":\"AE,AG,AL,AM,AT,AU,BA,BG,BH,BJ,BN,BS,BT,BW,CH,CI,CR,CY,CZ,DK,DZ,EC,EE,ET,FI,GM,GT,GY,HK,HR,HU,ID,IL,IN,IS,JM,JO,KE,KW,LC,LI,LK,LT,LU,LV,MA,MD,MG,MK,MN,MT,MU,MX,MY,MZ,NA,NO,NZ,OM,PA,PE,PH,PK,QA,RO,RS,RW,SE,SG,SI,SK,SN,SV,TH,TN,TR,TT,TW,TZ,UZ,VN,ZA\",\"enable_collapsed_content\":false,\"enable_polymarket_expandable_embeds\":true,\"publisher_dashboard_group_subs_sidebar\":false,\"use_advanced_commerce_api_for_iap\":false,\"skip_free_preview_language_in_podcast_notes\":false,\"larger_wordmark_on_publication_homepage\":false,\"enable_mobile_stats_for_admins\":false,\"enable_livestream_youtube_simulcast\":false,\"enable_persona_sandbox_environment\":false,\"allowed_email_domains\":\"mozmail.com\",\"create_nav_item_from_tag\":false,\"bypass_single_unlock_token_limit\":false,\"enable_code_embeds\":false,\"add_section_and_tag_metadata\":false,\"daily_promoted_notes_enabled\":true,\"enable_segments_ui_revamp\":true,\"enable_islands_cms\":false,\"enable_livestream_combined_stats\":false,\"redirect_to_pub_after_welcome_signup\":false,\"chartbeat_video_enabled\":false,\"enable_drip_campaigns\":false,\"enable_filtered_posts_on_homepage\":false,\"post_management_search_engine\":\"elasticsearch\",\"new_bestseller_leaderboard_feed_item_enabled\":false,\"feed_main_disabled\":false,\"enable_account_settings_revamp\":false,\"thefp_enable_fp_recirc_block\":false,\"top_search_variant\":\"control\",\"enable_debug_logs_ios\":false,\"show_pub_content_on_profile_for_pub_id\":0,\"show_pub_content_on_profile\":false,\"livekit_track_egress\":true,\"onboarding_suggestions_search\":\"experiment\",\"feed_tuner_enabled\":false,\"livekit_mux_latency_mode_rtmp\":\"low\",\"google_login_enabled\":false,\"livekit_high_quality_egress\":false,\"iap_announcement_blog_url\":\"\",\"disable_code_embed_chrome\":false,\"ios_livestream_feedback\":false,\"founding_plan_upgrade_warning\":false,\"ios_mediaplayer_reply_bar_v2\":false,\"enable_notification_email_batching\":true,\"note_author_poll_results_visible_by_default\":true,\"ios_hide_portal_tab_bar\":false,\"follow_upsell_rollout_percentage\":30,\"gift_article_enabled\":false,\"live_stream_invite_ttl_seconds\":900000,\"include_founding_plans_coupon_option\":false,\"thefp_enable_cancellation_discount_offer\":false,\"android_enable_edit_profile_theme\":false,\"disable_audio_enhancement\":false,\"pub_search_variant\":\"control\",\"ignore_video_in_notes_length_limit\":false,\"substack_gtm_enabled\":false,\"allow_long_videos\":true,\"enable_automation_filters\":false,\"use_enhanced_video_embed_player\":true,\"founding_upgrade_preview\":false,\"enable_viewing_all_livestream_viewers\":false,\"send_subscription_canceled_email\":false,\"enable_clip_prompt_variant_filtering\":true,\"chartbeat_enabled\":false,\"dpn_ranking_enabled\":true,\"enable_custom_email_css\":false,\"thefp_enable_shows_page\":false,\"enable_apple_podcast_auto_publish\":false,\"linkedin_profile_search_enabled\":false,\"publication_has_own_app\":false,\"suggested_minimum_ios_version\":0,\"thebulwark_enable_footer_actions\":false,\"enable_posts_to_segments\":true,\"trending_topics_module_long_term_experiment\":\"control\",\"phone_verification_fallback_to_twilio\":false,\"enable_suggested_searches\":true,\"enable_subscription_notification_email_batching\":true,\"feed_controls\":\"control\",\"thefp_enable_plans_modal_v2\":false,\"a24_redemption_link\":\"\",\"design_templates_launch_phase\":\"off\",\"post_custom_email_from_name_enabled\":false,\"ios_live_stream_auto_gain_enabled\":true,\"enable_publication_tts_player\":false,\"enable_group_direct_messages\":true,\"enable_notes_admins\":false,\"thefp_show_pub_app_callout_on_post\":false,\"search_ranker_variant\":\"experiment\",\"forced_featured_topic_id\":\"\",\"ios_audio_captions_disabled\":false,\"web_podcasts_tab\":false,\"related_posts_enabled\":false,\"thefp_enable_homepage_secondary_nav\":false,\"ios_live_stream_pip_dismiss_v4\":\"control\",\"reply_rate_limit_max_distinct_users_daily\":110,\"web_post_metering_enabled\":true,\"search_retrieval_variant\":\"experiment\",\"mobile_user_attachments_enabled\":false,\"web_profile_publication_recommendations_carousel\":true,\"publisher_banner\":\"\",\"enable_sponsorship_profile\":false,\"gift_article_button_enabled\":false,\"reply_rate_limit_max_distinct_users_monthly\":600,\"desktop_live_stream_screen_share_audio_enabled\":false,\"creator_match\":true,\"ai_image_generation_enabled\":true,\"ios_default_coupon_enabled\":true,\"automod_admin_hidden_comments_tab\":true,\"video_clip_suggestions_enabled\":false,\"publisher_dashboard_home_layout_experiment\":\"control\",\"android_polymarket_embed_search\":false,\"audience_section_editor_help_link\":\"https://support.substack.com/hc/en-us/articles/50558240901268-How-do-I-add-audience-specific-content-to-a-post-on-Substack\",\"portal_ranking_variant\":\"experiment\",\"permalink_reply_ranking_variant\":\"experiment\",\"allow_feed_category_filtering\":false,\"enable_dynamic_content\":true,\"enable_thumbnail_editor_media_settings_integration\":false,\"subscriber_profile_survey_responses_enabled\":true,\"private_live_streaming_enabled\":true,\"desktop_live_stream_safe_framing\":0.8,\"translate_posts_on_standalone_sites\":true,\"bundle_subscribe_default_to_regular_plan\":false,\"enable_standardized_sponsorship_formats\":false,\"enable_pencraft_signin_form\":true,\"thefp_enable_secondary_section_redesign\":false,\"bignight_page_enabled\":true,\"thefp_paywall_annual_plans_experiment\":\"control\",\"enable_launch_assistant\":false,\"enable_youtube_exploration\":true,\"publisher_dashboard_nav_refresh\":false,\"thefp_enable_bundle_post_follow\":false,\"web_notes_tiptap_v3_experiment\":\"treatment_tiptap_v3\",\"recipe_rich_text_enabled\":true,\"publisher_dashboard_nav_refresh_experiment\":\"treatment\",\"chat_channel_creation_enabled\":false,\"web_onboarding_content_type_preferences\":\"experiment\",\"web_mobile_asset_handoff\":false},\"trackingTokens\":{\"fbPixelId\":null,\"gaPixelId\":null,\"twitterPixelId\":null,\"parselyPixelId\":null,\"googleTagManagerToken\":\"\",\"googleAnalytics4Token\":\"G-G8RXW18CW7\",\"twitterPixelSignupEventId\":null,\"twitterPixelSubscribeEventId\":null},\"publicationSettings\":{\"block_ai_crawlers\":false,\"credit_token_enabled\":true,\"custom_tos_and_privacy\":false,\"did_identity\":null,\"disable_optimistic_bank_payments\":false,\"display_welcome_page_details\":true,\"payment_pledges_enabled\":false,\"enable_drop_caps\":false,\"enable_post_page_conversion\":true,\"enable_prev_next_nav\":false,\"enable_restacking\":false,\"founding_group_subscriptions_enabled\":false,\"gifts_from_substack_disabled\":false,\"google_analytics_4_token\":\"G-G8RXW18CW7\",\"group_sections_and_podcasts_in_menu_enabled\":false,\"live_stream_homepage_visibility\":\"contributorsAndAdmins\",\"live_stream_homepage_style\":\"autoPlay\",\"live_stream_replay_enabled\":true,\"medium_length_description\":\"Senior Staff Engineer distilling 2+ decades of experience in System Reliability Engineering, Technical Leadership, and growth\",\"notes_feed_enabled\":true,\"paywall_unlock_tokens\":true,\"post_preview_crop_gravity\":\"center\",\"post_preview_radius\":\"xs\",\"reader_referrals_enabled\":true,\"reader_referrals_leaderboard_enabled\":true,\"seen_coming_soon_explainer\":false,\"seen_google_analytics_migration_modal\":false,\"local_currency_modal_seen\":true,\"local_payment_methods_modal_seen\":true,\"twitter_pixel_signup_event_id\":null,\"twitter_pixel_subscribe_event_id\":null,\"use_inclusive_sales_tax\":false,\"use_local_currency\":true,\"welcome_page_opt_out_text\":\"Maybe Later\",\"cookie_settings\":\"\",\"show_restacks_below_posts\":true,\"holiday_gifting_post_header\":true,\"homepage_message_text\":\"\",\"homepage_message_link\":\"\",\"about_us_author_ids\":\"\",\"archived_section_ids\":\"\",\"column_section_ids\":\"\",\"fp_primary_column_section_ids\":\"\",\"event_section_ids\":\"\",\"podcasts_metadata\":\"\",\"video_section_ids\":\"\",\"post_metering_enabled\":false,\"account_based_post_metering_enabled\":false,\"use_custom_theme\":false,\"reply_rules\":null,\"automatic_moderation_enabled\":true,\"auto_translate_enabled\":true,\"additional_post_languages_enabled\":false,\"high_res_recording_beta\":false},\"publicationUserSettings\":null,\"userSettings\":{\"user_id\":null,\"activity_likes_enabled\":true,\"dashboard_nav_refresh_enabled\":false,\"is_guest_post_enabled\":true,\"invite_friends_nux_dismissed_at\":null,\"suggestions_feed_item_last_shown_at\":null,\"last_notification_alert_shown_at\":null,\"disable_reply_hiding\":false,\"newest_seen_chat_item_published_at\":null,\"explicitContentEnabled\":false,\"contactMatchingEnabled\":false,\"messageRequestLevel\":\"everyone\",\"liveStreamAcceptableInviteLevel\":\"everyone\",\"liveStreamAcceptableChatLevel\":\"everyone\",\"creditTokensTreatmentExposed\":false,\"appBadgeIncludesChat\":false,\"autoPlayVideo\":true,\"autoAdvanceVideo\":true,\"smart_delivery_enabled\":false,\"chatbotTermsLastAcceptedAt\":null,\"has_seen_notes_post_app_upsell\":false,\"first_note_id\":null,\"show_concurrent_live_stream_viewers\":false,\"edit_profile_feed_item_dismissed_at\":null,\"mobile_permalink_app_upsell_seen_at\":null,\"new_user_checklist_enabled\":false,\"has_seen_youtube_shorts_auto_publish_announcement\":false,\"has_seen_publish_youtube_connect_upsell\":false,\"notificationQualityFilterEnabled\":true,\"hasSeenOnboardingNewslettersScreen\":false,\"bestsellerBadgeEnabled\":true,\"hasSelfIdentifiedAsCreator\":false,\"autoTranslateEnabled\":true,\"autoTranslateBlocklist\":[],\"fineTuneFeedItemSeenAt\":null,\"fineTuneFeedItemDismissedAt\":null,\"aiGeneratedTextMode\":\"show\",\"feedVideoPreference\":5,\"feedAudioPreference\":5,\"feedLongerPostsPreference\":5,\"feedChatPreference\":5},\"mux_env_key\":\"u42pci814i6011qg3segrcpp9\",\"persona_environment_id\":\"env_o1Lbk4JhpY4PmvNkwaBdYwe5Fzkt\",\"sentry_environment\":\"production\",\"launchWelcomePage\":false,\"pendingInviteForActiveLiveStream\":null,\"isEligibleForLiveStreamCreation\":true,\"webviewPlatform\":null,\"noIndex\":false,\"post\":{\"audience\":\"only_paid\",\"audience_before_archived\":null,\"canonical_url\":\"https://blog.alexewerlof.com/p/service\",\"default_comment_sort\":null,\"editor_v2\":false,\"exempt_from_archive_paywall\":false,\"free_unlock_required\":false,\"id\":144580058,\"podcast_art_url\":null,\"podcast_duration\":null,\"podcast_preview_upload_id\":null,\"podcast_upload_id\":null,\"podcast_url\":null,\"post_date\":\"2024-05-14T11:23:10.062Z\",\"updated_at\":\"2025-02-24T18:31:37.466Z\",\"publication_id\":1002265,\"search_engine_description\":\"What is a \u201Cservice\u201D in the context of service levels (SLI/SLO)? This article answers that question with metaphors, examples, and illustrations. The goal is to set the service levels on the right systems which are consumer facing, instead of ending up with vanity metrics\",\"search_engine_title\":null,\"section_id\":67723,\"should_send_free_preview\":true,\"show_guest_bios\":true,\"slug\":\"service\",\"social_title\":null,\"subtitle\":\"What is a \u201Cservice\u201D in the context of service levels (SLI/SLO)?\",\"teaser_post_eligible\":true,\"title\":\"Service\",\"type\":\"newsletter\",\"video_upload_id\":null,\"write_comment_permissions\":\"only_paid\",\"meter_type\":\"none\",\"live_stream_id\":null,\"is_published\":true,\"restacks\":4,\"reactions\":{\"\u2764\":24},\"top_exclusions\":[],\"pins\":[],\"section_pins\":[],\"has_shareable_clips\":false,\"previous_post_slug\":\"slo\",\"next_post_slug\":\"service-level-adoption-obstacles\",\"cover_image\":\"https://substackcdn.com/image/fetch/$s_!8dNR!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp\",\"cover_image_is_square\":true,\"cover_image_is_explicit\":false,\"videoUpload\":null,\"podcastFields\":{\"post_id\":144580058,\"podcast_episode_number\":null,\"podcast_season_number\":null,\"podcast_episode_type\":null,\"should_syndicate_to_other_feed\":null,\"syndicate_to_section_id\":null,\"hide_from_feed\":false,\"free_podcast_url\":null,\"free_podcast_duration\":null,\"preview_contains_ad\":false,\"was_imported_self_serve_sync\":false,\"draft_free_podcast_url\":null,\"draft_free_podcast_duration\":null},\"podcastUpload\":null,\"podcastPreviewUpload\":null,\"voiceover_upload_id\":null,\"voiceoverUpload\":null,\"has_voiceover\":false,\"description\":\"What is a \u201Cservice\u201D in the context of service levels (SLI/SLO)?\",\"body_html\":\"<p>In the context of reliability engineering, <em>service level indicator</em> (<a href=\\\"https://blog.alexewerlof.com/p/sli\\\">SLI</a>) defines how reliability is measured, and <em>service level objective</em> (<a href=\\\"https://blog.alexewerlof.com/p/slo\\\">SLO</a>) sets the expectations.</p><p>But what exactly is a <strong>service</strong>?</p><p>Is it the same as system? Is it a microservice? A database? An app? An API? A ticketing system? None of them?</p><p>Do you even have a service to set a level on?</p><p>Here\u2019s a clue: if you solve any problem for anyone outside your team or organization, you have a service level whether you acknowledge, measure, and communicate it or not.</p><p>This post offers a concrete definition for <em>service</em> with metaphors, examples, and illustrations. The goal is to enable you to set meaningful SLIs and reasonable expectations for your <em>services</em>.</p><h1>Dictionary</h1><blockquote><p>Service (<em>noun)</em></p><ol><li><p>The action of helping or doing work for someone: <em>\u201Cmillions are involved in voluntary service\u201D</em></p></li><li><p>Assistance or advice given to customers during and after the sale of goods. <em>\u201CThey aim to provide better quality of service\u201D</em></p></li></ol><p>\u2014<a href=\\\"https://www.google.com/search?q=service\\\">Oxford Languages</a></p></blockquote><p>In simple terms:</p><ul><li><p>A service is provided by one party and consumed by another</p></li><li><p>A service helps solve a problem or achieving a goal</p></li></ul><h1>Restaurant</h1><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!8dNR!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!8dNR!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 424w, https://substackcdn.com/image/fetch/$s_!8dNR!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 848w, https://substackcdn.com/image/fetch/$s_!8dNR!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 1272w, https://substackcdn.com/image/fetch/$s_!8dNR!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!8dNR!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp\\\" width=\\\"1024\\\" height=\\\"1024\\\" data-attrs=\\\"{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/c8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:1024,&quot;width&quot;:1024,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:null,&quot;alt&quot;:&quot;Abstract artistic style drawing of a restaurant. The image should emphasize bold shapes, vibrant colors, and a dynamic composition that suggests the interior of a restaurant without focusing on realistic details. The scene should be lively, using geometric patterns and a colorful palette to create a sense of energy and movement, typical of abstract art.&quot;,&quot;title&quot;:null,&quot;type&quot;:null,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}\\\" class=\\\"sizing-normal\\\" alt=\\\"Abstract artistic style drawing of a restaurant. The image should emphasize bold shapes, vibrant colors, and a dynamic composition that suggests the interior of a restaurant without focusing on realistic details. The scene should be lively, using geometric patterns and a colorful palette to create a sense of energy and movement, typical of abstract art.\\\" title=\\\"Abstract artistic style drawing of a restaurant. The image should emphasize bold shapes, vibrant colors, and a dynamic composition that suggests the interior of a restaurant without focusing on realistic details. The scene should be lively, using geometric patterns and a colorful palette to create a sense of energy and movement, typical of abstract art.\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!8dNR!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 424w, https://substackcdn.com/image/fetch/$s_!8dNR!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 848w, https://substackcdn.com/image/fetch/$s_!8dNR!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 1272w, https://substackcdn.com/image/fetch/$s_!8dNR!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc8a1c52d-63a7-433c-b04d-001c43d53968_1024x1024.webp 1456w\\\" sizes=\\\"100vw\\\" loading=\\\"lazy\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a><figcaption class=\\\"image-caption\\\">Image generated by DALL-E to put you in the mood</figcaption></figure></div><p>Think of a typical restaurant:</p><ul><li><p>The customers go to a restaurant to eat food. On the surface, <em>food</em> is the <strong>product</strong>. But good restaurants optimize for an experience: anything from presenting and serving that food to the utensils, chair, menu, music, location and even the bathroom!</p><ul><li><p><em>Sidetrack: \u201Cif you want to know how clean a restaurant\u2019s kitchen is, visit their bathroom! The part of the facility you can see is always cleaner than the parts that you can\u2019t (e.g. kitchen).\u201D</em></p></li></ul></li><li><p>There are many roles that operate a restaurant: The cooks, servers, cleaning staff, cashier, the person who buys the ingredients, \u2026 Sometimes one person plays multiple roles, but as long as the job is done, most customers don\u2019t really care. They\u2019re primarily there for the food.</p></li><li><p>There is a lot of equipment that is used behind the scenes: cookware, fridge, knives, payment device, mop, etc. All of them contribute to how the consumers experience the restaurant.</p></li></ul><p>To sum up:</p><ul><li><p>Food is the <strong>product</strong></p></li><li><p>Customer is the <strong>service consumer</strong></p></li><li><p>The restaurant staff are collectively the <strong>service owner</strong> who own the service</p></li><li><p>The kitchen, furniture, etc. can be thought of as the <strong>components </strong>that are used to provide the service</p></li></ul><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!dKge!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!dKge!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 424w, https://substackcdn.com/image/fetch/$s_!dKge!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 848w, https://substackcdn.com/image/fetch/$s_!dKge!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 1272w, https://substackcdn.com/image/fetch/$s_!dKge!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!dKge!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png\\\" width=\\\"921\\\" height=\\\"473\\\" data-attrs=\\\"{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/e50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:473,&quot;width&quot;:921,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:70393,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!dKge!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 424w, https://substackcdn.com/image/fetch/$s_!dKge!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 848w, https://substackcdn.com/image/fetch/$s_!dKge!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 1272w, https://substackcdn.com/image/fetch/$s_!dKge!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe50eb05d-ebe1-4f6d-bd2b-4317d41c2bc9_921x473.png 1456w\\\" sizes=\\\"100vw\\\" loading=\\\"lazy\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><p>But what is the service? Is it the act of serving the food? Is it the <em>service fee</em> in the bill? \uD83E\uDD11</p><p>In a nutshell: <em>Service is any solution to a consumer problem. It can be features, functionalities, capabilities, or other types of interaction like support and governance. Service is what creates value for the consumer.</em></p><p>The meal is part of it, but the real service that the restaurant offers is the <em>experience</em> of eating a meal. Many restaurants don\u2019t understand that (\uD83D\uDE04<em>the ones with dirty toilets!</em> \uD83D\uDEBD) but the ones who do, care about improving their service. They meticulously optimize any customer facing surface and interaction down to details because they realize that CX (customer experience) is king.</p><p>Using more formal terms, we get this:</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!-bPG!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!-bPG!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 424w, https://substackcdn.com/image/fetch/$s_!-bPG!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 848w, https://substackcdn.com/image/fetch/$s_!-bPG!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 1272w, https://substackcdn.com/image/fetch/$s_!-bPG!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!-bPG!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png\\\" width=\\\"912\\\" height=\\\"473\\\" data-attrs=\\\"{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:473,&quot;width&quot;:912,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:74372,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!-bPG!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 424w, https://substackcdn.com/image/fetch/$s_!-bPG!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 848w, https://substackcdn.com/image/fetch/$s_!-bPG!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 1272w, https://substackcdn.com/image/fetch/$s_!-bPG!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4f7b0189-cd7f-4411-9670-249dd32fc1e2_912x473.png 1456w\\\" sizes=\\\"100vw\\\" loading=\\\"lazy\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><h2>Restaurant service level</h2><p>Before we shift gears and use this metaphor in systems engineering, there\u2019s a couple of important detail to cover:</p><p>Service level is how each service is <em>perceived</em> from the consumer\u2019s perspective.</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!LKIK!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!LKIK!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 424w, https://substackcdn.com/image/fetch/$s_!LKIK!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 848w, https://substackcdn.com/image/fetch/$s_!LKIK!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 1272w, https://substackcdn.com/image/fetch/$s_!LKIK!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!LKIK!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png\\\" width=\\\"932\\\" height=\\\"639\\\" data-attrs=\\\"{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/e2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:639,&quot;width&quot;:932,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:87425,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!LKIK!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 424w, https://substackcdn.com/image/fetch/$s_!LKIK!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 848w, https://substackcdn.com/image/fetch/$s_!LKIK!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 1272w, https://substackcdn.com/image/fetch/$s_!LKIK!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2e302e5-93e6-411d-9b78-84f4a6f9e40c_932x639.png 1456w\\\" sizes=\\\"100vw\\\" loading=\\\"lazy\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><p>The emphasis here is on <em>perception from the consumers\u2019 point of view</em>. For example:</p><ul><li><p>The cooked meal should match what was promised on the menu and any customizations requested by the customer</p></li><li><p>The seats should be comfortable enough, the utensils should be clean, the washroom should be tidy, the music should be pleasant, the payment method should work, location should be accessible, etc.</p></li><li><p>The interactions with the customer should be pleasant so that they are positive about coming back again, etc.</p></li></ul><p>Notice I didn\u2019t say anything about the price! Service level is about creating value that is worth the price. That\u2019s why there are cheap restaurants and expensive ones. Cheap restaurants generally don\u2019t go above and beyond (e.g. with a <a href=\\\"https://en.wikipedia.org/wiki/Valet_parking\\\">valet service</a>).</p><p>Your service level objective (SLO) <a href=\\\"https://blog.alexewerlof.com/p/lagom-slo\\\">should match</a> the budget dedicated to the service. Ignoring that fact can easily lead to <a href=\\\"https://blog.alexewerlof.com/p/premature-optimization\\\">premature optimization</a> (because of <a href=\\\"https://blog.alexewerlof.com/p/10x9\\\">the 10x/9 rule</a>).</p><div class=\\\"digest-post-embed\\\" data-attrs=\\\"{&quot;nodeId&quot;:&quot;db1a4fb6-9abc-41f2-be63-3c6680773347&quot;,&quot;caption&quot;:&quot;This article builds a mental model to distinguish between mature and premature optimization. We then proceed to talk about 7 important aspects to reduce risk. As usual, there are amble examples and illustrations.&quot;,&quot;cta&quot;:null,&quot;showBylines&quot;:true,&quot;showDescription&quot;:true,&quot;showImage&quot;:true,&quot;size&quot;:&quot;sm&quot;,&quot;isEditorNode&quot;:true,&quot;title&quot;:&quot;Premature optimization&quot;,&quot;publishedBylines&quot;:[{&quot;id&quot;:87732486,&quot;name&quot;:&quot;Alex Ewerl\u00F6f&quot;,&quot;bio&quot;:&quot;Writes about technical leadership, growth mindset, and system reliability engineering.\\\\n\\\\nSenior Staff Engineer, MSc Systems Engineering from KTH, Stockholmer, dad, amateur artist.\\\\n\\\\nRead more here: https://www.alexewerlof.com/who&quot;,&quot;photo_url&quot;:&quot;https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg&quot;,&quot;is_guest&quot;:false,&quot;bestseller_tier&quot;:null}],&quot;post_date&quot;:&quot;2025-02-24T18:17:37.142Z&quot;,&quot;cover_image&quot;:&quot;https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F7d2d1408-43e6-475d-b228-79ebfbbc8dac_716x641.png&quot;,&quot;cover_image_alt&quot;:null,&quot;canonical_url&quot;:&quot;https://blog.alexewerlof.com/p/premature-optimization&quot;,&quot;section_name&quot;:&quot;Reliability Engineering&quot;,&quot;video_upload_id&quot;:null,&quot;id&quot;:152375176,&quot;type&quot;:&quot;newsletter&quot;,&quot;reaction_count&quot;:0,&quot;comment_count&quot;:0,&quot;publication_id&quot;:null,&quot;publication_name&quot;:&quot;Alex Ewerl\u00F6f Notes&quot;,&quot;publication_logo_url&quot;:&quot;https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png&quot;,&quot;belowTheFold&quot;:true,&quot;youtube_url&quot;:null,&quot;show_links&quot;:null,&quot;feed_url&quot;:null}\\\"></div><div class=\\\"digest-post-embed\\\" data-attrs=\\\"{&quot;nodeId&quot;:&quot;44f109ec-0ab7-4ba8-9cb7-f7ebce181377&quot;,&quot;caption&quot;:&quot;When setting SLOs (service level objectives) there\u2019s a rule of thumb that goes like this:&quot;,&quot;cta&quot;:null,&quot;showBylines&quot;:true,&quot;showDescription&quot;:true,&quot;showImage&quot;:true,&quot;size&quot;:&quot;sm&quot;,&quot;isEditorNode&quot;:true,&quot;title&quot;:&quot;10x/9 Rule&quot;,&quot;publishedBylines&quot;:[{&quot;id&quot;:87732486,&quot;name&quot;:&quot;Alex Ewerl\u00F6f&quot;,&quot;bio&quot;:&quot;Writes about technical leadership, growth mindset, and system reliability engineering.\\\\n\\\\nSenior Staff Engineer, MSc Systems Engineering from KTH, Stockholmer, dad, amateur artist.\\\\n\\\\nRead more here: https://www.alexewerlof.com/who&quot;,&quot;photo_url&quot;:&quot;https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg&quot;,&quot;is_guest&quot;:false,&quot;bestseller_tier&quot;:null}],&quot;post_date&quot;:&quot;2023-12-01T05:30:17.586Z&quot;,&quot;cover_image&quot;:&quot;https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fa1d1a58d-cfed-4818-9a2d-125174277f54_1051x577.png&quot;,&quot;cover_image_alt&quot;:null,&quot;canonical_url&quot;:&quot;https://blog.alexewerlof.com/p/10x9&quot;,&quot;section_name&quot;:&quot;Reliability Engineering&quot;,&quot;video_upload_id&quot;:null,&quot;id&quot;:139126336,&quot;type&quot;:&quot;newsletter&quot;,&quot;reaction_count&quot;:6,&quot;comment_count&quot;:0,&quot;publication_id&quot;:null,&quot;publication_name&quot;:&quot;Alex Ewerl\u00F6f Notes&quot;,&quot;publication_logo_url&quot;:&quot;https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png&quot;,&quot;belowTheFold&quot;:true,&quot;youtube_url&quot;:null,&quot;show_links&quot;:null,&quot;feed_url&quot;:null}\\\"></div><p>Ignoring the perception from the consumer\u2019s point of view is by far the most common pitfall when implementing service levels.</p><p>It\u2019s like measuring food temperature upon serving (or even worse: when in storage) and call it a service level! Sure, it\u2019s important, but once we identify the service, we should find metrics that aggregate those variables as part of something bigger: <strong>customer\u2019s perception of the service level</strong>.</p><p>There are many aspects of running a restaurant that\u2019s abstracted away from the customers. For example: the cookware, brand of the Wi-Fi access point, price of the energy used to cook the meal, name of the internet service provider (ISP), etc.</p><p>The point is: anything that doesn\u2019t strongly impact a customer\u2019s experience in a meaningful way is not a service worth setting a level on. Any of these aspects <em>can</em> affect the customer facing services, but as far as the customers are concerned, they are implementation details.</p><p>The point is to set the service levels on a black box, not a white box.</p><ul><li><p><strong>Black Box</strong>: refers to a system or component being tested solely based on its inputs and outputs, without any knowledge of its internal workings.</p></li><li><p><strong>White Box</strong>: is the opposite. You\u2019re aware of the internal components of the system you are testing.</p></li></ul><p>Service levels are set at the boundaries of what the service owner offers to the consumers. There\u2019s a good reason for that as we discuss in a moment!</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!3bCM!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!3bCM!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 424w, https://substackcdn.com/image/fetch/$s_!3bCM!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 848w, https://substackcdn.com/image/fetch/$s_!3bCM!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 1272w, https://substackcdn.com/image/fetch/$s_!3bCM!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!3bCM!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png\\\" width=\\\"1022\\\" height=\\\"957\\\" data-attrs=\\\"{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:957,&quot;width&quot;:1022,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:96213,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!3bCM!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 424w, https://substackcdn.com/image/fetch/$s_!3bCM!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 848w, https://substackcdn.com/image/fetch/$s_!3bCM!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 1272w, https://substackcdn.com/image/fetch/$s_!3bCM!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F3341c121-b06e-4747-bd18-d24e259acc8e_1022x957.png 1456w\\\" sizes=\\\"100vw\\\" loading=\\\"lazy\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><h1>Aligned autonomy</h1><p>Most people want autonomy! They don\u2019t want someone micromanaging them and telling them WHAT to do or HOW to do it. Bosses, on the other hand, want efficiency and alignment.</p><p>Most engineers don\u2019t want their consumer to dictate WHAT they should build. They want to know WHY the consumer wants what they want. With service levels we measure HOW good the solution is performing.</p><p>WHAT goes on inside the system architecture is no one\u2019s business! Externally at least.</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!e3Qs!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!e3Qs!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 424w, https://substackcdn.com/image/fetch/$s_!e3Qs!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 848w, https://substackcdn.com/image/fetch/$s_!e3Qs!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 1272w, https://substackcdn.com/image/fetch/$s_!e3Qs!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!e3Qs!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png\\\" width=\\\"1013\\\" height=\\\"891\\\" data-attrs=\\\"{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:891,&quot;width&quot;:1013,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:80211,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!e3Qs!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 424w, https://substackcdn.com/image/fetch/$s_!e3Qs!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 848w, https://substackcdn.com/image/fetch/$s_!e3Qs!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 1272w, https://substackcdn.com/image/fetch/$s_!e3Qs!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F59cc65fc-527b-4e3b-bf55-1aced38babb9_1013x891.png 1456w\\\" sizes=\\\"100vw\\\" loading=\\\"lazy\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><p>Service levels are great tools for aligned autonomy. They set quantified key metrics that the team will be accountable for while given freedom to solve the problem as they see fit.</p><p>I know the \u201Cno one\u2019s business\u201D part is a trigger word for the control freaks and those who are genuinely wondering if you can trust people to do the right thing without any control, process, or standard.</p><p>May I suggest a different perspective?</p><ul><li><p>Process is always put in place for a good reason and it\u2019s never about empowering engineers. It\u2019s about protecting against human imperfections: errors, forgetfulness, inaccuracies, malice, compliance, etc. Process is friction: you can use that friction to your advantage when it is needed (e.g., to make it hard to \u201Caccidentally steal\u201D user data). With service levels, we replace most processes by setting expectations by measuring what the consumers care about (<a href=\\\"https://blog.alexewerlof.com/p/sli\\\">SLI</a>) and let the team decide how to meet the expectations (<a href=\\\"https://blog.alexewerlof.com/p/slo\\\">SLO</a>).</p></li><li><p>Best practices are often someone\u2019s interpretation of what worked in a given environment for a specific goal and point in time. What big tech is willing to communicate publicly in conferences, white papers, and blog posts isn\u2019t how their entire company works all the time. With service levels, you treat the teams as adults to build their own best practices based on the expectations and the experience of running their specific services.</p></li><li><p>Standards are a great way to reduce cost and duplication of effort while accelerating decision making. Unfortunately, the entity emitting the standard is often not the same entity who should do the work (migration, refactoring, purchasing, etc.). As a result, premature standards get in the way and cause unnecessary friction. With service levels you give the freedom to the team to pick the right tool for the job instead of using a hammer because all the other tools are blacklisted in the \u201Cstandard\u201D.</p></li></ul><div class=\\\"subscription-widget-wrap-editor\\\" data-attrs=\\\"{&quot;url&quot;:&quot;https://blog.alexewerlof.com/subscribe?&quot;,&quot;text&quot;:&quot;Subscribe&quot;,&quot;language&quot;:&quot;en&quot;}\\\" data-component-name=\\\"SubscribeWidgetToDOM\\\"><div class=\\\"subscription-widget show-subscribe\\\"><div class=\\\"preamble\\\"><p class=\\\"cta-caption\\\">I have an upcoming post dedicated to premature standardization.</p></div><form class=\\\"subscription-widget-subscribe\\\"><input type=\\\"email\\\" class=\\\"email-input\\\" name=\\\"email\\\" placeholder=\\\"Type your email\u2026\\\" tabindex=\\\"-1\\\"><input type=\\\"submit\\\" class=\\\"button primary\\\" value=\\\"Subscribe\\\"><div class=\\\"fake-input-wrapper\\\"><div class=\\\"fake-input\\\"></div><div class=\\\"fake-button\\\"></div></div></form></div></div><h1>Services in reliability engineering</h1><p>A good way to identify services is to think about service levels because that requires seeing your systems from the consumer\u2019s perspective.</p><p>There are many metrics to measure various aspects of a product, system, or team. Not all of them are service level indicators. SLIs are metrics, but not all metrics are SLIs. See a previous article for some good and bad examples.</p><div class=\\\"digest-post-embed\\\" data-attrs=\\\"{&quot;nodeId&quot;:&quot;d134a8a7-42ba-4c68-b614-f50758274344&quot;,&quot;caption&quot;:&quot;In why bother with SLI and SLO we discussed why service levels are important. This article focuses on SLI and a follow up will discuss SLO. A Service Level Indicator (SLI) is a reliability metric that shows the percentage of perceived good in a period of time and defines the service owners\u2019 commitment towards service consumers.&quot;,&quot;cta&quot;:null,&quot;showBylines&quot;:true,&quot;showDescription&quot;:true,&quot;showImage&quot;:true,&quot;size&quot;:&quot;sm&quot;,&quot;isEditorNode&quot;:true,&quot;title&quot;:&quot;Service Level Indicators&quot;,&quot;publishedBylines&quot;:[{&quot;id&quot;:87732486,&quot;name&quot;:&quot;Alex Ewerl\u00F6f&quot;,&quot;bio&quot;:&quot;Writes about technical leadership, growth mindset, and system reliability engineering.\\\\n\\\\nSenior Staff Engineer, MSc Systems Engineering from KTH, Stockholmer, dad, amateur artist.\\\\n\\\\nRead more here: https://www.alexewerlof.com/who&quot;,&quot;photo_url&quot;:&quot;https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg&quot;,&quot;is_guest&quot;:false,&quot;bestseller_tier&quot;:null}],&quot;post_date&quot;:&quot;2023-11-26T05:11:20.311Z&quot;,&quot;cover_image&quot;:&quot;https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F1afabd90-5b4d-42b2-acf7-d149c162b55a_888x443.png&quot;,&quot;cover_image_alt&quot;:null,&quot;canonical_url&quot;:&quot;https://blog.alexewerlof.com/p/sli&quot;,&quot;section_name&quot;:&quot;Reliability Engineering&quot;,&quot;video_upload_id&quot;:null,&quot;id&quot;:135805725,&quot;type&quot;:&quot;newsletter&quot;,&quot;reaction_count&quot;:10,&quot;comment_count&quot;:0,&quot;publication_id&quot;:null,&quot;publication_name&quot;:&quot;Alex Ewerl\u00F6f Notes&quot;,&quot;publication_logo_url&quot;:&quot;https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png&quot;,&quot;belowTheFold&quot;:true,&quot;youtube_url&quot;:null,&quot;show_links&quot;:null,&quot;feed_url&quot;:null}\\\"></div><p>In reliability engineering, we\u2019re primarily interested in reliability metrics. More specifically, the metrics that tell how the consumer perceives reliability.</p><p>Performance metrics are only relevant when there\u2019s a risk attached to them. The reason (as we discuss in upcoming articles) is because SLIs tie to SLOs to set expectation. That expectation should be tied to accountability. A good way to formalize that accountability is alerting.</p><p>In a future article we distinguish between critical and diagnostic metrics but in a nutshell:</p><ul><li><p>Critical metrics are the ones that are worth to tie to an alert and wake up the on-call person to fix it (SLIs)</p></li><li><p>Diagnostic metrics are the one that go to a dashboard so you can use them to find the problem after the alert wakes you up (everything else)</p></li></ul><p class=\\\"button-wrapper\\\" data-attrs=\\\"{&quot;url&quot;:&quot;https://blog.alexewerlof.com/subscribe?&quot;,&quot;text&quot;:&quot;Subscribe now&quot;,&quot;action&quot;:null,&quot;class&quot;:null}\\\" data-component-name=\\\"ButtonCreateButton\\\"><a class=\\\"button primary\\\" href=\\\"https://blog.alexewerlof.com/subscribe?\\\"><span>Subscribe now</span></a></p><p>If a metric isn\u2019t worthy of declaring an incident, it is not a good service level indicator.</p><p>A provider that isn\u2019t worthy of having a SLI either doesn\u2019t have a consumer facing service or isn\u2019t that important.</p><p>The service is often offered by consumer-facing pieces of the architecture:</p><ul><li><p>An API for generating text or fetching images</p></li><li><p>A UI to generate reports from data</p></li><li><p>An application that finds the cheapest restaurant</p></li><li><p>A platform that allows running Kubernetes pods</p></li><li><p>An observability solution for gathering data in runtime</p></li><li><p>A build pipeline tooling that can be used to build applications</p></li><li><p>An online support solution that enables the customers to troubleshoot problems with their product</p></li><li><p>\u2026Any piece of technology that solves a problem for some consumer</p></li></ul><p>The service only gets its meaning from its usage (consumption) to solve a problem (for service consumers).</p><p>Now here\u2019s something to think about: a team may solve problems manually with limited or no technology!</p><h2>Manual services</h2><p>With our definition, service levels are not limited to systems but cover any entity that provides the service. The team may provide some services too.</p><p>For example:</p><ul><li><p>Infrastructure provisioning and governance (e.g. DNS governance, issuing certificates, etc.) They may or may not have a process or automation, but often there\u2019s some human involvement that distinguishes the service from a say, API call.</p></li><li><p>A central team that handles incident triage to protect the other teams from alert fatigue</p></li><li><p>A team that provides security, compliance, audit, and education services to the other teams or companies</p></li></ul><p>When I am doing the <a href=\\\"https://blog.alexewerlof.com/p/service-level-workshops\\\">service level workshops</a>, I always encourage the teams to think about their services holistically, not just systems.</p><blockquote><ul><li><p>Why does your team exist?</p></li><li><p>What problems are you solving and for whom?</p></li><li><p>Why is the company paying you?</p></li></ul></blockquote><p>Many teams provide services that are manual but are critical enough to measure with a SLI and set an expectation with a SLO.</p><p>The reason is that once you start measuring those manual services, you may realize that they consistently fail the expectations, and something has to be done:</p><ul><li><p>Lower the expectations and be more realistic</p></li><li><p>Automate what can be automated</p></li><li><p>Step back and question the manual work: if it is getting in the way, maybe there\u2019s an opportunity to rethink the flow</p></li></ul><p>The point is: manual services are also services. Services are not exclusive to systems and code.</p><h2>Immediate consumer</h2><p>So far, we\u2019ve covered simple cases where the service consumer is the end user (e.g. the restaurant customer is at the top of the food chain \u2014no pun intended!).</p><p>When it comes to systems engineering, that\u2019s often not the case. Your consumer is using your service to offer another service, which in turn will be used by their consumers.</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!cq9b!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!cq9b!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 424w, https://substackcdn.com/image/fetch/$s_!cq9b!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 848w, https://substackcdn.com/image/fetch/$s_!cq9b!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 1272w, https://substackcdn.com/image/fetch/$s_!cq9b!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!cq9b!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png\\\" width=\\\"1012\\\" height=\\\"387\\\" data-attrs=\\\"{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/22bca40c-23af-421e-8413-379057592c89_1012x387.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:387,&quot;width&quot;:1012,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:73999,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!cq9b!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 424w, https://substackcdn.com/image/fetch/$s_!cq9b!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 848w, https://substackcdn.com/image/fetch/$s_!cq9b!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 1272w, https://substackcdn.com/image/fetch/$s_!cq9b!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F22bca40c-23af-421e-8413-379057592c89_1012x387.png 1456w\\\" sizes=\\\"100vw\\\" loading=\\\"lazy\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><p>In the context of service levels, we\u2019re only concerned with the immediate consumer: the ones who use your service.</p><p>So, the question is: who cares about the consumer\u2019s consumer \u2014or any indirect consumer for that matter?</p><p>The answer is: it is up to your immediate consumer to identify the metrics that you should be responsible for.</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!5ROd!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!5ROd!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 424w, https://substackcdn.com/image/fetch/$s_!5ROd!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 848w, https://substackcdn.com/image/fetch/$s_!5ROd!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 1272w, https://substackcdn.com/image/fetch/$s_!5ROd!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!5ROd!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png\\\" width=\\\"1031\\\" height=\\\"630\\\" data-attrs=\\\"{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:630,&quot;width&quot;:1031,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:142658,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!5ROd!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 424w, https://substackcdn.com/image/fetch/$s_!5ROd!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 848w, https://substackcdn.com/image/fetch/$s_!5ROd!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 1272w, https://substackcdn.com/image/fetch/$s_!5ROd!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F6e13f352-fb1e-47fc-8972-cdf31f26a167_1031x630.png 1456w\\\" sizes=\\\"100vw\\\" loading=\\\"lazy\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><p>We showed an example of this trickle-down model in a previous article:</p><div class=\\\"digest-post-embed\\\" data-attrs=\\\"{&quot;nodeId&quot;:&quot;3f148c0b-2150-4d05-b323-6bbcf54029bd&quot;,&quot;caption&quot;:&quot;One of my favorite sentences to say during Service Level Workshops is: You should never be responsible for what you don't control That is because most metrics usually aggregate a bunch of variables, not all of which are in your control. It is unfair and unrealistic to hold someone responsible for what they can\u2019t control.&quot;,&quot;cta&quot;:null,&quot;showBylines&quot;:true,&quot;showDescription&quot;:true,&quot;showImage&quot;:true,&quot;size&quot;:&quot;sm&quot;,&quot;isEditorNode&quot;:true,&quot;title&quot;:&quot;You should never be responsible for what you don't control&quot;,&quot;publishedBylines&quot;:[{&quot;id&quot;:87732486,&quot;name&quot;:&quot;Alex Ewerl\u00F6f&quot;,&quot;bio&quot;:&quot;Writes about technical leadership, growth mindset, and system reliability engineering.\\\\n\\\\nSenior Staff Engineer, MSc Systems Engineering from KTH, Stockholmer, dad, amateur artist.\\\\n\\\\nRead more here: https://www.alexewerlof.com/who&quot;,&quot;photo_url&quot;:&quot;https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg&quot;,&quot;is_guest&quot;:false,&quot;bestseller_tier&quot;:null}],&quot;post_date&quot;:&quot;2024-02-20T18:54:47.854Z&quot;,&quot;cover_image&quot;:&quot;https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F7855ff73-782f-4250-b6f4-f6bb636d37af_1067x738.png&quot;,&quot;cover_image_alt&quot;:null,&quot;canonical_url&quot;:&quot;https://blog.alexewerlof.com/p/responsible-for-control&quot;,&quot;section_name&quot;:&quot;Reliability Engineering&quot;,&quot;video_upload_id&quot;:null,&quot;id&quot;:141855236,&quot;type&quot;:&quot;newsletter&quot;,&quot;reaction_count&quot;:18,&quot;comment_count&quot;:0,&quot;publication_id&quot;:null,&quot;publication_name&quot;:&quot;Alex Ewerl\u00F6f Notes&quot;,&quot;publication_logo_url&quot;:&quot;https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png&quot;,&quot;belowTheFold&quot;:true,&quot;youtube_url&quot;:null,&quot;show_links&quot;:null,&quot;feed_url&quot;:null}\\\"></div><h2>Organizational services</h2><p>This is where things get interesting and very meaningful.</p><p>There\u2019s nothing in the service level description that dictates it to be an engineering concept at the team level.</p><p>One of the most common pitfalls of implementing service levels at large organizations is failing to <em>map accountability to reliability</em>. More specifically:</p><ul><li><p>The accountability exists in the chain of command of an org chart (tree)</p></li><li><p>The reliability exists in the interactions between the components of a service (graph)</p></li></ul><p>So how do we map a graph to a tree (and vice versa)?</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!NhiK!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!NhiK!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 424w, https://substackcdn.com/image/fetch/$s_!NhiK!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 848w, https://substackcdn.com/image/fetch/$s_!NhiK!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 1272w, https://substackcdn.com/image/fetch/$s_!NhiK!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!NhiK!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png\\\" width=\\\"1029\\\" height=\\\"594\\\" data-attrs=\\\"{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:594,&quot;width&quot;:1029,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:119041,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!NhiK!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 424w, https://substackcdn.com/image/fetch/$s_!NhiK!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 848w, https://substackcdn.com/image/fetch/$s_!NhiK!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 1272w, https://substackcdn.com/image/fetch/$s_!NhiK!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0729ef01-3e85-44a1-93ed-ebb76b2d76a0_1029x594.png 1456w\\\" sizes=\\\"100vw\\\" loading=\\\"lazy\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a></figure></div><p>In a future article we\u2019ll talk about how to map the graph to the tree (there are multiple ways) but for now I just want to highlight that service levels are not just a team concept but can (and should) be used at different organizational units to make service reliability a first-class concern across leadership.</p><p>It is only then that the <a href=\\\"https://blog.alexewerlof.com/p/10x9\\\">rule of 10x/9</a> can be meaningfully applied with discussions about budgeting, reasonable expectations, and true <a href=\\\"https://blog.alexewerlof.com/p/you-build-it-you-own-it\\\">ownership</a>.</p><div><hr></div><p><em><a href=\\\"https://blog.alexewerlof.com/p/faq#%C2%A7payment\\\">My monetization strategy</a>&nbsp;is to give away most content for free. However, these posts take anywhere from a few hours to days to draft, edit, research, illustrate, and publish. I pull these hours from my private time, vacation days and weekends. Recently I went down in working hours and salary by 10% to be able to spend more time. You can support me by sparing a few bucks for a paid subscription. As a token of appreciation, you get access to the Pro-Tips section as well as my online book&nbsp;<a href=\\\"https://blog.alexewerlof.com/p/book-intro-reliability-engineering\\\">Reliability Engineering Mindset</a>. Right now, you can get 20% off via&nbsp;<a href=\\\"https://blog.alexewerlof.com/protipsdiscount\\\">this link</a>.</em></p><div class=\\\"captioned-button-wrap\\\" data-attrs=\\\"{&quot;url&quot;:&quot;https://blog.alexewerlof.com/p/service?utm_source=substack&utm_medium=email&utm_content=share&action=share&quot;,&quot;text&quot;:&quot;Share&quot;}\\\" data-component-name=\\\"CaptionedButtonToDOM\\\"><div class=\\\"preamble\\\"><p class=\\\"cta-caption\\\">If you find this post insightful, please like and share it in your circles to inspire others.</p></div><p class=\\\"button-wrapper\\\" data-attrs=\\\"{&quot;url&quot;:&quot;https://blog.alexewerlof.com/p/service?utm_source=substack&utm_medium=email&utm_content=share&action=share&quot;,&quot;text&quot;:&quot;Share&quot;}\\\" data-component-name=\\\"ButtonCreateButton\\\"><a class=\\\"button primary\\\" href=\\\"https://blog.alexewerlof.com/p/service?utm_source=substack&utm_medium=email&utm_content=share&action=share\\\"><span>Share</span></a></p></div><p>If you have feedback or questions you can comment.</p><h1>Pro Tips</h1>\",\"has_dynamic_content\":false,\"truncated_body_text\":\"In the context of reliability engineering, service level indicator (SLI) defines how reliability is measured, and service level objective (SLO) sets the expectations.\",\"wordcount\":2615,\"post_preview_limit\":null,\"language\":\"en\",\"postTags\":[{\"id\":\"3dccd6eb-3abd-434d-b731-f1540b94cb41\",\"publication_id\":1002265,\"name\":\"reliability engineering\",\"slug\":\"reliability-engineering\",\"hidden\":false},{\"id\":\"4010aeb1-ad54-4c2f-85dc-901526c78867\",\"publication_id\":1002265,\"name\":\"sli\",\"slug\":\"sli\",\"hidden\":false},{\"id\":\"534a54d4-65f3-4e24-88c0-c603442c7530\",\"publication_id\":1002265,\"name\":\"slo\",\"slug\":\"slo\",\"hidden\":false},{\"id\":\"5e9cbdcc-0b40-4ae7-8c80-cc8b60db862b\",\"publication_id\":1002265,\"name\":\"systems engineering\",\"slug\":\"systems-engineering\",\"hidden\":false},{\"id\":\"87c5b84b-5744-4550-b6ae-3b0a3b224e70\",\"publication_id\":1002265,\"name\":\"service design\",\"slug\":\"service-design\",\"hidden\":false}],\"postCountryBlocks\":[],\"headlineTest\":null,\"coverImagePalette\":{\"Vibrant\":{\"rgb\":[246,112,15],\"population\":91},\"DarkVibrant\":{\"rgb\":[99,21,11],\"population\":312},\"LightVibrant\":{\"rgb\":[244,193,64],\"population\":35},\"Muted\":{\"rgb\":[101,150,149],\"population\":383},\"DarkMuted\":{\"rgb\":[104,60,67],\"population\":28},\"LightMuted\":{\"rgb\":[210,195,163],\"population\":156}},\"publishedBylines\":[{\"id\":87732486,\"name\":\"Alex Ewerl\u00F6f\",\"handle\":\"alexewerlof\",\"photo_url\":\"https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg\",\"bio\":\"Writes about technical leadership, growth mindset, and system reliability engineering. Senior Staff Engineer, MSc Systems Engineering from KTH, Stockholmer, dad, amateur artist. Read more here: https://www.alexewerlof.com/who\",\"profile_set_up_at\":\"2022-07-14T22:27:32.130Z\",\"reader_installed_at\":\"2022-10-11T17:24:45.190Z\",\"publicationUsers\":[{\"id\":947579,\"user_id\":87732486,\"publication_id\":1002265,\"role\":\"admin\",\"public\":true,\"is_primary\":true,\"publication\":{\"id\":1002265,\"name\":\"Alex Ewerl\u00F6f Notes\",\"subdomain\":\"alexewerlof\",\"custom_domain\":\"blog.alexewerlof.com\",\"custom_domain_optional\":false,\"hero_text\":\"Technical Leadership, Reliability Engineering, Growth\",\"logo_url\":\"https://substack-post-media.s3.amazonaws.com/public/images/8c58cb07-9341-402b-bcdb-9fa767c2cdac_500x500.png\",\"author_id\":87732486,\"primary_user_id\":87732486,\"theme_var_background_pop\":\"#786CFF\",\"created_at\":\"2022-07-14T22:27:58.683Z\",\"email_from_name\":\"Alex Ewerl\u00F6f Notes\",\"copyright\":\"Alex Ewerl\u00F6f\",\"founding_plan_name\":\"VIP supporter\",\"community_enabled\":true,\"invite_only\":false,\"payments_state\":\"enabled\",\"language\":null,\"explicit\":false,\"homepage_type\":\"newspaper\",\"is_personal_mode\":false,\"logo_url_wide\":\"https://substack-post-media.s3.amazonaws.com/public/images/bd56dc7c-4b9f-43f2-99a1-ecc995284940_1200x256.png\"}},{\"id\":8561877,\"user_id\":87732486,\"publication_id\":8361889,\"role\":\"admin\",\"public\":true,\"is_primary\":false,\"publication\":{\"id\":8361889,\"name\":\"AI Reliability Engineering\",\"subdomain\":\"aireliabilityengineering\",\"custom_domain\":null,\"custom_domain_optional\":false,\"hero_text\":\"From the Author of Reliability Engineering Mindset but focused on AI systems and components.\",\"logo_url\":\"https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fe2713990-da82-481b-b579-01a7aaa5b85b_560x560.jpeg\",\"author_id\":87732486,\"primary_user_id\":null,\"theme_var_background_pop\":\"#FF6719\",\"created_at\":\"2026-03-18T10:58:12.396Z\",\"email_from_name\":null,\"copyright\":\"Alex Ewerl\u00F6f\",\"founding_plan_name\":null,\"community_enabled\":true,\"invite_only\":false,\"payments_state\":\"disabled\",\"language\":null,\"explicit\":false,\"homepage_type\":\"newspaper\",\"is_personal_mode\":false,\"logo_url_wide\":null}}],\"twitter_screen_name\":\"alexewerlof\",\"is_guest\":false,\"bestseller_tier\":null,\"status\":{\"bestsellerTier\":null,\"subscriberTier\":null,\"leaderboard\":null,\"vip\":false,\"badge\":null,\"subscriber\":null}}],\"reaction\":null,\"reaction_count\":24,\"comment_count\":8,\"child_comment_count\":2,\"audio_items\":[{\"post_id\":144580058,\"voice_id\":\"en-US-OnyxTurboMultilingualNeural\",\"audio_url\":null,\"type\":\"tts\",\"status\":\"paywalled\"}],\"is_geoblocked\":false,\"hidden\":true,\"hasCashtag\":false,\"section\":{\"id\":67723,\"created_at\":\"2023-05-31T19:57:24.859Z\",\"updated_at\":\"2024-03-22T13:16:12.203Z\",\"publication_id\":1002265,\"name\":\"Reliability Engineering\",\"description\":\"Concepts that help you with building reliable systems and architecture\",\"slug\":\"sre\",\"is_podcast\":false,\"is_live\":true,\"is_default_on\":true,\"sibling_rank\":1,\"port_status\":\"success\",\"logo_url\":null,\"hide_from_navbar\":false,\"email_from_name\":\"\",\"hide_posts_from_pub_listings\":false,\"email_banner_url\":null,\"cover_photo_url\":null,\"hide_intro_title\":false,\"hide_intro_subtitle\":false,\"ignore_publication_email_settings\":false,\"custom_config\":{},\"unifiedPodcastSettings\":null,\"showLinks\":[],\"podcastSettings\":null,\"pageTheme\":{\"id\":51609,\"publication_id\":1002265,\"section_id\":67723,\"page\":null,\"page_hero\":\"default\",\"page_posts\":\"grid\",\"show_podcast_links\":true,\"hero_alignment\":\"center\"},\"podcastPalette\":{\"DarkMuted\":{\"population\":72,\"rgb\":[73,153,137]},\"DarkVibrant\":{\"population\":6013,\"rgb\":[4,100,84]},\"LightMuted\":{\"population\":7,\"rgb\":[142,198,186]},\"LightVibrant\":{\"population\":3,\"rgb\":[166,214,206]},\"Muted\":{\"population\":6,\"rgb\":[92,164,156]},\"Vibrant\":{\"population\":5,\"rgb\":[76,164,146]}},\"spotify_podcast_settings\":null,\"unified_podcast_settings\":null}},\"comments\":[],\"canonicalUrl\":\"https://blog.alexewerlof.com/p/service\",\"inlineComments\":false,\"readerIsSearchCrawler\":false,\"ogUrl\":\"https://blog.alexewerlof.com/p/service\",\"bannedFromNotes\":false,\"themeVariables\":{\"color_theme_bg_pop\":\"#FFBC52\",\"background_pop\":\"#FFBC52\",\"color_theme_bg_web\":\"#001426\",\"cover_bg_color\":\"#001426\",\"cover_bg_color_secondary\":\"#0f2233\",\"background_pop_darken\":\"#ffb238\",\"print_on_pop\":\"#ffffff\",\"color_theme_bg_pop_darken\":\"#ffb238\",\"color_theme_print_on_pop\":\"#ffffff\",\"color_theme_bg_pop_20\":\"rgba(255, 188, 82, 0.2)\",\"color_theme_bg_pop_30\":\"rgba(255, 188, 82, 0.3)\",\"print_pop\":\"#ffbc52\",\"color_theme_accent\":\"#ffbc52\",\"cover_print_primary\":\"#ffffff\",\"cover_print_secondary\":\"#d9d9d9\",\"cover_print_tertiary\":\"#d9d9d9\",\"cover_border_color\":\"#ffffff\",\"font_family_headings_preset\":\"'SF Pro Display', -apple-system, system-ui, BlinkMacSystemFont, 'Inter', 'Segoe UI', Roboto, Helvetica, Arial, sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji', 'Segoe UI Symbol'\",\"font_weight_headings_preset\":900,\"font_family_body_preset\":\"Merriweather,sans-serif\",\"font_weight_body_preset\":400,\"font_preset_heading\":\"sans\",\"font_preset_body\":\"fancy_serif\",\"home_hero\":\"feature-media\",\"home_posts\":\"custom\",\"home_show_top_posts\":true,\"web_bg_color\":\"#001426\",\"background_contrast_1\":\"#0f2233\",\"background_contrast_2\":\"#223443\",\"background_contrast_3\":\"#485663\",\"background_contrast_4\":\"#6d7882\",\"background_contrast_5\":\"#aeb5ba\",\"color_theme_bg_contrast_1\":\"#0f2233\",\"color_theme_bg_contrast_2\":\"#223443\",\"color_theme_bg_contrast_3\":\"#485663\",\"color_theme_bg_contrast_4\":\"#6d7882\",\"color_theme_bg_contrast_5\":\"#aeb5ba\",\"color_theme_bg_elevated\":\"#0f2233\",\"color_theme_bg_elevated_secondary\":\"#223443\",\"color_theme_bg_elevated_tertiary\":\"#485663\",\"color_theme_detail\":\"#192b3c\",\"background_contrast_pop\":\"rgba(255, 188, 82, 0.4)\",\"color_theme_bg_contrast_pop\":\"rgba(255, 188, 82, 0.4)\",\"theme_bg_is_dark\":\"1\",\"print_on_web_bg_color\":\"hsl(208.4210526315789, 25.00000000000006%, 90.74509803921569%)\",\"print_secondary_on_web_bg_color\":\"#99a1a8\",\"footer_bg_color\":\"#000C17\",\"footer_bg_color_h\":\"208.69565217391306\",\"footer_bg_color_s\":\"100%\",\"footer_bg_color_l\":\"4.509803921568627%\",\"print_on_footer_bg_color\":\"hsl(208.69565217391306, 25.000000000000057%, 90.45098039215686%)\",\"print_secondary_on_footer_bg_color\":\"#999ea2\",\"footer_bg_contrast_1\":\"#0f1b25\",\"footer_bg_contrast_2\":\"#222d36\",\"footer_bg_contrast_3\":\"#485158\",\"footer_bg_contrast_4\":\"#6d737a\",\"footer_bg_elevated\":\"#0f1b25\",\"footer_bg_elevated_secondary\":\"#222d36\",\"footer_bg_elevated_tertiary\":\"#485158\",\"footer_detail_color\":\"#19242e\",\"background_pop_rgb\":\"255, 188, 82\",\"color_theme_bg_pop_rgb\":\"255, 188, 82\",\"color_theme_accent_rgb\":\"255, 188, 82\"},\"recentEpisodes\":null,\"trackFrontendVisit\":true,\"activeLiveStream\":null,\"freeTrialCoupon\":{\"id\":\"3cce95ff\",\"trial_period_days\":7},\"defaultCoupon\":null,\"isChatActive\":false,\"publicationPageAlert\":null,\"features\":{},\"browser\":{\"name\":\"Chrome\",\"version\":\"125.0\",\"major\":\"125\"},\"showCookieBanner\":false,\"disabledCookies\":[],\"dd_env\":\"prod\",\"dd_ti\":true}")</script>
<script nonce="gR8KO2ftQu-tLJiX_5S2GA">window._analyticsConfig = JSON.parse("{\"properties\":{\"subdomain\":\"alexewerlof\",\"publication_id\":1002265,\"has_plans\":true,\"pub_community_enabled\":true,\"is_personal_publication\":false,\"section_name\":\"Reliability Engineering\",\"section_slug\":\"sre\",\"section_id\":67723,\"section_is_podcast\":false,\"is_subscribed\":false,\"is_free_subscribed\":false,\"is_author\":false,\"is_contributor\":false,\"is_admin\":false,\"is_founding\":false},\"adwordsAccountId\":\"AW-316245675\",\"adwordsEventSendTo\":\"Tf76CKqcyL4DEKuN5pYB\"}")</script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/lib-router.7371871e.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/55188.571db0c6.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/62357.a0731d37.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/53754.d196682b.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/33485.2686bb5d.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/2237.ae8857e4.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/37707.4614ce58.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/9351.41564edd.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/80821.b2140fcd.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/44292.f3dc2b43.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/70291.7aa24e85.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/17499.1820773d.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/57975.765aca5a.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/19714.2f1bdde5.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/48320.4e726ad5.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/93000.f03f24de.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/44014.f579d62b.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/43745.80c75c78.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/60892.92b9fc9c.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/40646.258e49f2.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/87906.d493457b.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/36479.ce61e623.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/17706.015b0f71.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/93977.f1207089.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/37606.b91ab2ef.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/94311.b93f6845.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/89356.66161d1e.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/21262.211a7337.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/47925.24a01d36.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/80220.03bd4c41.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/71505.3dc43e33.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/11100.5d148f2c.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/3663.86d95e8c.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/18725.a5a682c3.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/86118.ff1ec843.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/93519.7fe128ac.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/84828.c78aabc1.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/5075.d6e9f8ec.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/29231.a7af5911.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/56725.2b32bbb6.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/42336.f1c17ded.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/89879.1d0af2b9.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/70793.951c11cb.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/39522.58e078b0.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/53164.dfde36c8.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/74584.94c6b3f1.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/71199.a327e9f4.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/63266.8bb0d59c.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/47358.8f5c5991.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/4492.cb326b80.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/88089.680833b5.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/97348.df6a856d.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/52109.cf3bcc2c.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/56256.8a1bc5dd.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/77410.3f20fb36.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/25058.bdbc4e21.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/58483.3adddb8a.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/94881.0a97506f.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/27386.09a9082f.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/10174.7f0face7.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/92610.a4fc1daf.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/91214.cb10b4b8.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/11244.b723f409.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/99260.28b0ed6a.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/48445.7d5c5ba3.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/76768.9a2f2bae.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/41932.6c688f22.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/12114.979fb38e.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/48409.9732c6f9.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/26252.4f5ae3be.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/53871.2923c5c9.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/18494.588a06d1.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/99068.bd2e1fba.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/91850.79d3f415.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/49047.c7f428fb.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/16075.098bcbcf.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/28856.2eb51db5.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/95396.72d1d844.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/63175.bbf1c283.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/74628.2e8ed950.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/32552.889dd584.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/27313.c287f2d8.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/mainReactRouter.6c265246.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/91507.9b9761ae.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/54770.b40bf629.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/30054.07cd629b.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/78118.35b48b09.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/57051.f37fb930.js" charset="utf-8"></script>
<script defer type="module" src="https://substackcdn.com/bundle/static/js/78191.24075434.js" charset="utf-8"></script>
<script nonce="gR8KO2ftQu-tLJiX_5S2GA" nomodule>
(function() {
var message = 'Your browser does not support modern JavaScript modules. Please upgrade your browser for the best experience.';
var warningDiv = document.createElement('div');
warningDiv.style.color = 'red';
warningDiv.style.padding = '10px';
warningDiv.style.margin = '10px 0';
warningDiv.style.border = '1px solid red';
warningDiv.style.backgroundColor = 'lightyellow';
warningDiv.innerText = message;
document.body.prepend(warningDiv);
})();
</script>
<!-- Datadog Analytics -->
<script nonce="gR8KO2ftQu-tLJiX_5S2GA">
(function(h,o,u,n,d) {
h=h[d]=h[d]||{q:[],onReady:function(c){h.q.push(c)}}
d=o.createElement(u);d.async=1;d.src=n
n=o.getElementsByTagName(u)[0];n.parentNode.insertBefore(d,n)
})(window,document,'script','https://www.datadoghq-browser-agent.com/us1/v5/datadog-rum.js','DD_RUM')
window.DD_RUM.onReady(function() {
window.DD_RUM.init({
clientToken: 'puba71073f072643721169b68f352438710',
applicationId: '2e321b35-c76b-4073-8d04-cc9a10461793',
site: 'datadoghq.com',
service: 'web',
env: window._preloads.dd_env,
version: '8b4c00716b2bc0f7ca1fded553014f7e37b5b07a',
sessionSampleRate: 1,
sessionReplaySampleRate: 10,
trackUserInteractions: window._preloads.dd_ti,
trackResources: true,
trackLongTasks: true,
defaultPrivacyLevel: 'mask-user-input',
allowedTracingUrls: [/https?:\/\/(.+\/.)?substack(cdn)?\.com/]
});
})
</script>
<!-- End Datadog Analytics -->
<!-- Cloudflare Web Analytics -->
<script defer src="https://static.cloudflareinsights.com/beacon.min.js" data-cf-beacon='{"token": "216309cffb464db4b0e02daf0b8e8060"}'></script>
<!-- End Cloudflare Web Analytics -->
<!-- Fallback tracking pixels -->
<noscript>
<style>
#nojs-banner {
position: fixed;
bottom: 0;
left: 0;
padding: 16px 16px 16px 32px;
width: 100%;
box-sizing: border-box;
background: red;
color: white;
font-family: -apple-system, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol";
font-size: 13px;
line-height: 13px;
}
#nojs-banner a {
color: inherit;
text-decoration: underline;
}
</style>
<div id="nojs-banner">
This site requires JavaScript to run correctly. Please <a href="https://enable-javascript.com/" target="_blank">turn on JavaScript</a> or unblock scripts
</div>
</noscript>
<script type="module" src="https://static.cloudflareinsights.com/beacon.min.js/v31edd6df95cf4e85bb4c19e7a9bdbcba1788362987495" integrity="sha512-iIg7k2xntmwu6/uSb5tpc/hySgZc4eoL31yB29W6tJFo2akwjPWcEqnCEdJvGexCL0KEQwVYv5BlowfhVz26hg==" nonce="gR8KO2ftQu-tLJiX_5S2GA" data-cf-beacon='{"version":"2024.11.0","token":"68cfe66b5c4749e2ba64d4d9640c04c0","spa":2}' crossorigin="anonymous"></script>
</body>
</html>