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<title data-rh="true">Degradation vs disruption - Alex Ewerlöf Notes</title>
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<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="Degradation vs disruption"/><meta data-rh="true" name="twitter:title" content="Degradation vs disruption"/><meta data-rh="true" name="description" content="What's the difference between service degradation, service disruption, and service outage and why does it matter? This page clarifies the differences with illustrations, examples and practical tips to build a language that is accurate while flexible enough to fit different business models, products, and risk appetites."/><meta data-rh="true" property="og:description" content="What's the difference between service degradation, service disruption, and service outage and why does it matter?"/><meta data-rh="true" name="twitter:description" content="What's the difference between service degradation, service disruption, and service outage and why does it matter?"/><meta data-rh="true" property="og:image" content="https://substackcdn.com/image/fetch/$s_!wL5v!,w_1200,h_675,c_fill,f_jpg,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png"/><meta data-rh="true" name="twitter:image" content="https://substackcdn.com/image/fetch/$s_!VOAf!,f_auto,q_auto:best,fl_progressive:steep/https%3A%2F%2Falexewerlof.substack.com%2Fapi%2Fv1%2Fpost_preview%2F146395325%2Ftwitter.jpg%3Fversion%3D4"/><meta data-rh="true" name="twitter:card" content="summary_large_image"/><meta data-rh="true" property="article:modified_time" content="2024-07-10T13:50:12.842Z"/>
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class="label">Share</div></button></div></div></div></div><div class="visibility-check"></div><div><div class="dt-post-body"><div class="available-content"><div dir="auto" class="body markup"><p>In the context of reliability engineering, there are three terms that are related but sometimes used incorrectly.</p><p>Loosely speaking:</p><ul><li><p><strong>Service </strong><em><strong>degradation</strong></em><span> is when the quality of the service drops.</span></p></li><li><p><span>If the service entirely stops, it’s a </span><strong>service </strong><em><strong>disruption</strong></em><span>.</span></p></li><li><p><span>If the disruption takes too long, it’s a </span><strong>service </strong><em><strong>outage</strong></em><span>.</span></p></li></ul><p>That definition lacks nuances. Let’s dig into four aspects of service levels to distinguish the difference with some examples and illustrations.</p><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="146395325"/><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><h2 class="header-anchor-post">1. Availability<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="§1-availability" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/146395325/1-availability" 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>A service usually has multiple capabilities. For example:</p><p>Amazon Web Services include many different services like databases, runtimes, queues, identity and access management, etc. It also has some other capabilities like documentation, and pages like terms of service, which are essential (and some of them are legally required) but don’t have any purpose without the core services of AWS. There would be no documentation if there were no AWS services!</p><p>Core capabilities are the ones that drive the business. For GitHub, it’s the git servers, for a car, it’s the ability to drive (and brakes), and for a dish, it’s edibility! The core features define the service.</p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!wL5v!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!wL5v!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png 424w, https://substackcdn.com/image/fetch/$s_!wL5v!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png 848w, https://substackcdn.com/image/fetch/$s_!wL5v!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png 1272w, https://substackcdn.com/image/fetch/$s_!wL5v!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!wL5v!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png" width="943" height="620" data-attrs="{"src":"https://substack-post-media.s3.amazonaws.com/public/images/0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":620,"width":943,"resizeWidth":null,"bytes":73205,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}" alt srcset="https://substackcdn.com/image/fetch/$s_!wL5v!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png 424w, https://substackcdn.com/image/fetch/$s_!wL5v!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png 848w, https://substackcdn.com/image/fetch/$s_!wL5v!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png 1272w, https://substackcdn.com/image/fetch/$s_!wL5v!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.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>In case of service </span><em>degradation</em><span>, the core capabilities are still available although with poor quality of service.</span></p><p>For example, in the early days of ChatGPT, the “AI” failed to carry a conversation and would randomly break. This is a service degradation because although it hurts the user experience, the site is still usable for some (or if the same user retries).</p><p>The emphasis here is on core capabilities that define the service. If only less important capabilities are affected (e.g. AWS terms of service pages are not accessible), it’s still considered a service degradation because the main service is not disrupted.</p><p><em>Graceful degradation</em><span> patterns (like </span><a href="https://blog.alexewerlof.com/p/fallback">fallback</a><span>) may temporarily switch to using an alternative backup strategy for business continuity.</span></p><p><span>When the key capabilities are completely stopped, there’s service </span><em>disruption</em><span>.</span></p><p><span>For example, when </span><a href="https://aws.amazon.com/message/41926/">AWS S3 was disrupted back in 2017</a><span>, all GET, LIST, PUT and DELETE requests were failing which rendered this service completely useless. This also impacted other AWS services which internally depended on S3. </span></p><h2 class="header-anchor-post">2. 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="§2-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/146395325/2-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><span>If you are measuring reliability using </span><a href="https://blog.alexewerlof.com/p/sli">Service Level Indicators</a><span> (e.g. latency, error rate, data freshness, etc.):</span></p><ul><li><p><span>Service degradation shows itself as burning error budget. The Service Level Status (</span><a href="https://blog.alexewerlof.com/p/sls">SLS</a><span>) drops below the Service Level Objective (</span><a href="https://blog.alexewerlof.com/p/slo">SLO</a><span>).</span></p></li><li><p>Service disruption shows itself as an error budget burn out: burning the error budget too fast for a longer period of time.</p></li></ul><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!anIn!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!anIn!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png 424w, https://substackcdn.com/image/fetch/$s_!anIn!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png 848w, https://substackcdn.com/image/fetch/$s_!anIn!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png 1272w, https://substackcdn.com/image/fetch/$s_!anIn!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!anIn!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png" width="975" height="573" data-attrs="{"src":"https://substack-post-media.s3.amazonaws.com/public/images/4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":573,"width":975,"resizeWidth":null,"bytes":68668,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}" alt srcset="https://substackcdn.com/image/fetch/$s_!anIn!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png 424w, https://substackcdn.com/image/fetch/$s_!anIn!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png 848w, https://substackcdn.com/image/fetch/$s_!anIn!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png 1272w, https://substackcdn.com/image/fetch/$s_!anIn!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.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></p><p><span>For example, in 2018 </span><a href="https://github.blog/2018-10-30-oct21-post-incident-analysis/">GitHub experienced</a><span> a service degradation with some internal systems leading to displaying out of date or inconsistent information to users for a bit over 24 hours. If they had a SLI for data correctness, they would be seeing a rapid burnout that took 24 hours to recover.</span></p><p>However, since their main git service capabilities were untouched, it wasn’t technically a service disruption.</p><h2 class="header-anchor-post">3. Blast radius<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="§3-blast-radius" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/146395325/3-blast-radius" 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>One of the defining factors to distinguish between service degradation and disruption is to ask:</p><blockquote><p>Who is affected by the issue?</p></blockquote><p>Is it just some users? Or all users? Is it the paid customers? Or the free customers?</p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!zXY2!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!zXY2!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png 424w, https://substackcdn.com/image/fetch/$s_!zXY2!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png 848w, https://substackcdn.com/image/fetch/$s_!zXY2!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png 1272w, https://substackcdn.com/image/fetch/$s_!zXY2!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!zXY2!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png" width="964" height="786" data-attrs="{"src":"https://substack-post-media.s3.amazonaws.com/public/images/0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":786,"width":964,"resizeWidth":null,"bytes":251121,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}" alt srcset="https://substackcdn.com/image/fetch/$s_!zXY2!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png 424w, https://substackcdn.com/image/fetch/$s_!zXY2!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png 848w, https://substackcdn.com/image/fetch/$s_!zXY2!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png 1272w, https://substackcdn.com/image/fetch/$s_!zXY2!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.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>If only some users are impacted, it might be a case of service degradation. But how many is too many? The answer depends on the consequences and the business appetite to take that risk.</p><p>For example, many cloud providers use compartmentalization using separate data centers (regions) to decouple risks and localize it.</p><p><span>If Microsoft Azure goes down in </span><a href="https://datacenters.microsoft.com/globe/explore?info=region_southindia">South India (Chennai) region</a><span>, it doesn’t impact services that are running in other regions.</span></p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!5EYH!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!5EYH!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png 424w, https://substackcdn.com/image/fetch/$s_!5EYH!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png 848w, https://substackcdn.com/image/fetch/$s_!5EYH!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png 1272w, https://substackcdn.com/image/fetch/$s_!5EYH!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!5EYH!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png" width="1456" height="1064" data-attrs="{"src":"https://substack-post-media.s3.amazonaws.com/public/images/95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":1064,"width":1456,"resizeWidth":null,"bytes":1857477,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}" alt srcset="https://substackcdn.com/image/fetch/$s_!5EYH!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png 424w, https://substackcdn.com/image/fetch/$s_!5EYH!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png 848w, https://substackcdn.com/image/fetch/$s_!5EYH!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png 1272w, https://substackcdn.com/image/fetch/$s_!5EYH!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.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><figcaption class="image-caption"><span>Explore Microsoft Datacenters on an </span><a href="https://datacenters.microsoft.com/globe/explore">interactive animated website</a></figcaption></figure></div><p>But if there’s a big Cricket match going on, it can potentially lead to massive free advertisement for AWS —not the positive kind! 😉</p><p>Another example is when an issue only affects a subgroup of customers:</p><ul><li><p>Users on Android, Web, or iOS only</p></li><li><p>Users with uncommon configurations</p></li><li><p>Users on an older version of the software</p></li><li><p>Free tier users</p></li><li><p>Users in a specific city, country, or region</p></li></ul><h2 class="header-anchor-post">4. Consequences<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="§4-consequences" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/146395325/4-consequences" 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>Service degradation usually doesn’t have a big impact on the business. Some customers may be unhappy but not enough to leave. The business may lose some potential customers but not enough to go bankrupt. There may be a loss of reputation, some frustration on social media, and angry customer support calls but that’s usually about it. From the business standpoint, the consequences are negligible.</p><p>On the other hand, service disruptions have more severe consequences that go beyond “business as usual” or “cost of running the business”.</p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!-OQC!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!-OQC!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png 424w, https://substackcdn.com/image/fetch/$s_!-OQC!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png 848w, https://substackcdn.com/image/fetch/$s_!-OQC!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png 1272w, https://substackcdn.com/image/fetch/$s_!-OQC!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!-OQC!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png" width="942" height="645" data-attrs="{"src":"https://substack-post-media.s3.amazonaws.com/public/images/131ab135-1376-463e-8d56-bfba57633a37_942x645.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":645,"width":942,"resizeWidth":null,"bytes":135366,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}" alt srcset="https://substackcdn.com/image/fetch/$s_!-OQC!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png 424w, https://substackcdn.com/image/fetch/$s_!-OQC!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png 848w, https://substackcdn.com/image/fetch/$s_!-OQC!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png 1272w, https://substackcdn.com/image/fetch/$s_!-OQC!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.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>One of the main points of service levels is to shift the perfectionist mindset to acknowledging that complex systems fail all the time, so let’s identify what defines a failure (which shapes SLI) and what is a reasonable expectation (which shapes SLO) and at what cost (see the </span><a href="https://blog.alexewerlof.com/p/10x9">rule of 10x/9</a><span>)</span></p><h2 class="header-anchor-post">Service Outage<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="§service-outage" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/146395325/service-outage" 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><span>So far, we haven’t talked about the outage. That’s because </span><em>outage</em><span> and </span><em>disruption</em><span> are used interchangeably.</span></p><p><span>However, the word </span><em>outage</em><span> typically carries a more dramatic meaning and is used for longer and more serious disruptions with dire consequences. For example: </span><a href="https://blog.alexewerlof.com/p/sla">SLA</a><span> penalties, loss (sales, revenue, users, etc.), or legal consequences (accidents, people getting hurt, etc.).</span></p><p>How long and how serious? It depends on the type of product, customer expectation, and risk appetite:</p><ul><li><p><span>If your home electricity is cut for 12+ hours, you may call that an outage. Here in Sweden for example, you’re </span><a href="https://www.hallakonsument.se/varor-och-tjanster/stromavbrott/">entitled to compensation</a><span> if that happens. In this cold corner of the map, many homes depend on electricity for anything from cooking and lights to warming the home. 12 hours is a very long time and can potentially put some lives at risk.</span></p></li><li><p><span>The 2011 PlayStation outage lasted 23 days and has its own </span><a href="https://en.wikipedia.org/wiki/2011_PlayStation_Network_outage">Wikipedia page</a><span>!</span></p></li><li><p><span>Back in 2022, </span><span style="min-width:0;" data-state="closed"><a href="https://open.substack.com/users/30107029-gergely-orosz?utm_source=mentions" target="_blank" rel="noopener" data-attrs="{"name":"Gergely Orosz","id":30107029,"type":"user","url":null,"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%2F802a32bb-2048-428b-bdb5-d6acd1e2b2d5_48x48.png","uuid":"92cdf40d-a6bf-49a4-8ea9-db83268aa8d3"}" data-component-name="MentionUser" class="mention-pnpTE1">Gergely Orosz</a></span><span> covered </span><a href="https://newsletter.pragmaticengineer.com/p/scoop-atlassian">the longest Atlassian outage of all time</a><span> with an interesting insight: “The biggest impact of this outage is not in lost revenue: it is reputational damage and might hurt longer-term Cloud sales efforts for new customers. […] The irony of the outage is how Atlassian was pushing customers to its Cloud offering, highlighting reliability as a selling point.” Using the word </span><em>outage</em><span> (with all its dramatic connotations) is completely justified here.</span></p></li></ul><p><span>For practical purposes when your </span><em>dependency</em><span> goes down, you can use “outage”. On the other hand, when </span><em>your</em><span> service goes down, you can use “service disruption” or even wrongfully call it a “degradation” to downplay the impact! 😄It just sounds fancier and more technical.</span></p><h1 class="header-anchor-post">Conclusion<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="§conclusion" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://blog.alexewerlof.com/i/146395325/conclusion" 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>Reliability engineering is about preventing threats from becoming degradations and degradations from becoming disruption.</p><p>So, is degradation better than disruption? I have a question for you:</p><blockquote><p><span>Think about an online retail store. Which one has a </span><strong>more negative business impact</strong><span>?</span></p><p>A degradation which leads to showing the wrong prices to the customers? </p><p>Or a disruption where the side is not accessible at all?</p></blockquote><p>If you guessed degradation, you guessed right. While intuitively we may think that a degraded experience is better than total outage, showing wrong prices may literally cost the business more than the site being down and losing potential customers —who may in some cases come back after the side is recovered.</p><ul><li><p>If customers buy the products below the price, the business loses money</p></li><li><p>If the site is down, customers cannot buy the products for the wrong price</p></li></ul><p>Sometimes, it is better to disrupt a service than degrading it. The nuances are in the context, business model, risk tolerance, etc.</p><p>Before we close, I just wanted to highlight one point: One service’s outage may lead to another service’s degradation. If your team is providing services to another team in a loosely coupled matter:</p><ul><li><p><span>When your service is disrupted, </span><em>all</em><span> your services are disrupted</span></p></li><li><p><span>but for the services that your consumer provides, your disruption might be just a degradation they have to handle (if they’ve </span><a href="https://blog.alexewerlof.com/p/lagom-slo">done their homework</a><span>).</span></p></li></ul><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!Q7WU!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F5739c56e-6235-4f76-beec-44cf945acfcd_918x640.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!Q7WU!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F5739c56e-6235-4f76-beec-44cf945acfcd_918x640.png 424w, https://substackcdn.com/image/fetch/$s_!Q7WU!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F5739c56e-6235-4f76-beec-44cf945acfcd_918x640.png 848w, https://substackcdn.com/image/fetch/$s_!Q7WU!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F5739c56e-6235-4f76-beec-44cf945acfcd_918x640.png 1272w, https://substackcdn.com/image/fetch/$s_!Q7WU!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F5739c56e-6235-4f76-beec-44cf945acfcd_918x640.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!Q7WU!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F5739c56e-6235-4f76-beec-44cf945acfcd_918x640.png" width="918" height="640" data-attrs="{"src":"https://substack-post-media.s3.amazonaws.com/public/images/5739c56e-6235-4f76-beec-44cf945acfcd_918x640.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":640,"width":918,"resizeWidth":null,"bytes":86246,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}" alt srcset="https://substackcdn.com/image/fetch/$s_!Q7WU!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F5739c56e-6235-4f76-beec-44cf945acfcd_918x640.png 424w, https://substackcdn.com/image/fetch/$s_!Q7WU!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F5739c56e-6235-4f76-beec-44cf945acfcd_918x640.png 848w, https://substackcdn.com/image/fetch/$s_!Q7WU!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F5739c56e-6235-4f76-beec-44cf945acfcd_918x640.png 1272w, https://substackcdn.com/image/fetch/$s_!Q7WU!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F5739c56e-6235-4f76-beec-44cf945acfcd_918x640.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></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 learning and sharing my experience with the public. You can support this cause by sparing a few bucks for a paid subscription. As a token of appreciation, you get access to the Pro-Tips sections 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>. 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the difference between service degradation, service disruption, and service outage and why does it matter? This page clarifies the differences with illustrations, examples and practical tips to build a language that is accurate while flexible enough to fit different business models, products, and risk appetites.\",\"search_engine_title\":null,\"section_id\":67723,\"should_send_free_preview\":false,\"show_guest_bios\":true,\"slug\":\"service-degradation-vs-disruption\",\"social_title\":null,\"subtitle\":\"What's the difference between service degradation, service disruption, and service outage and why does it matter?\",\"teaser_post_eligible\":true,\"title\":\"Degradation vs disruption\",\"type\":\"newsletter\",\"video_upload_id\":null,\"write_comment_permissions\":\"everyone\",\"meter_type\":\"none\",\"live_stream_id\":null,\"is_published\":true,\"restacks\":2,\"reactions\":{\"\u2764\":20},\"top_exclusions\":[],\"pins\":[],\"section_pins\":[],\"has_shareable_clips\":false,\"previous_post_slug\":\"percentile\",\"next_post_slug\":\"rem\",\"cover_image\":\"https://substackcdn.com/image/fetch/$s_!wL5v!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png\",\"cover_image_is_square\":false,\"cover_image_is_explicit\":false,\"videoUpload\":null,\"podcastFields\":{\"post_id\":146395325,\"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's the difference between service degradation, service disruption, and service outage and why does it matter?\",\"body_html\":\"<p>In the context of reliability engineering, there are three terms that are related but sometimes used incorrectly.</p><p>Loosely speaking:</p><ul><li><p><strong>Service </strong><em><strong>degradation</strong></em> is when the quality of the service drops.</p></li><li><p>If the service entirely stops, it\u2019s a <strong>service </strong><em><strong>disruption</strong></em>.</p></li><li><p>If the disruption takes too long, it\u2019s a <strong>service </strong><em><strong>outage</strong></em>.</p></li></ul><p>That definition lacks nuances. Let\u2019s dig into four aspects of service levels to distinguish the difference with some examples and illustrations.</p><p class=\\\"button-wrapper\\\" data-attrs=\\\"{"url":"https://blog.alexewerlof.com/subscribe?","text":"Subscribe now","action":null,"class":null}\\\" data-component-name=\\\"ButtonCreateButton\\\"><a class=\\\"button primary\\\" href=\\\"https://blog.alexewerlof.com/subscribe?\\\"><span>Subscribe now</span></a></p><h2>1. Availability</h2><p>A service usually has multiple capabilities. For example:</p><p>Amazon Web Services include many different services like databases, runtimes, queues, identity and access management, etc. It also has some other capabilities like documentation, and pages like terms of service, which are essential (and some of them are legally required) but don\u2019t have any purpose without the core services of AWS. There would be no documentation if there were no AWS services!</p><p>Core capabilities are the ones that drive the business. For GitHub, it\u2019s the git servers, for a car, it\u2019s the ability to drive (and brakes), and for a dish, it\u2019s edibility! The core features define the service.</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!wL5v!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!wL5v!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png 424w, https://substackcdn.com/image/fetch/$s_!wL5v!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png 848w, https://substackcdn.com/image/fetch/$s_!wL5v!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png 1272w, https://substackcdn.com/image/fetch/$s_!wL5v!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!wL5v!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png\\\" width=\\\"943\\\" height=\\\"620\\\" data-attrs=\\\"{"src":"https://substack-post-media.s3.amazonaws.com/public/images/0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":620,"width":943,"resizeWidth":null,"bytes":73205,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!wL5v!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png 424w, https://substackcdn.com/image/fetch/$s_!wL5v!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png 848w, https://substackcdn.com/image/fetch/$s_!wL5v!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.png 1272w, https://substackcdn.com/image/fetch/$s_!wL5v!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0bd88583-8b9e-4ce0-8cb6-befa958a794f_943x620.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 case of service <em>degradation</em>, the core capabilities are still available although with poor quality of service.</p><p>For example, in the early days of ChatGPT, the \u201CAI\u201D failed to carry a conversation and would randomly break. This is a service degradation because although it hurts the user experience, the site is still usable for some (or if the same user retries).</p><p>The emphasis here is on core capabilities that define the service. If only less important capabilities are affected (e.g. AWS terms of service pages are not accessible), it\u2019s still considered a service degradation because the main service is not disrupted.</p><p><em>Graceful degradation</em> patterns (like <a href=\\\"https://blog.alexewerlof.com/p/fallback\\\">fallback</a>) may temporarily switch to using an alternative backup strategy for business continuity.</p><p>When the key capabilities are completely stopped, there\u2019s service <em>disruption</em>.</p><p>For example, when <a href=\\\"https://aws.amazon.com/message/41926/\\\">AWS S3 was disrupted back in 2017</a>, all GET, LIST, PUT and DELETE requests were failing which rendered this service completely useless. This also impacted other AWS services which internally depended on S3. </p><h2>2. Service Level</h2><p>If you are measuring reliability using <a href=\\\"https://blog.alexewerlof.com/p/sli\\\">Service Level Indicators</a> (e.g. latency, error rate, data freshness, etc.):</p><ul><li><p>Service degradation shows itself as burning error budget. The Service Level Status (<a href=\\\"https://blog.alexewerlof.com/p/sls\\\">SLS</a>) drops below the Service Level Objective (<a href=\\\"https://blog.alexewerlof.com/p/slo\\\">SLO</a>).</p></li><li><p>Service disruption shows itself as an error budget burn out: burning the error budget too fast for a longer period of time.</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_!anIn!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!anIn!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png 424w, https://substackcdn.com/image/fetch/$s_!anIn!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png 848w, https://substackcdn.com/image/fetch/$s_!anIn!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png 1272w, https://substackcdn.com/image/fetch/$s_!anIn!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!anIn!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png\\\" width=\\\"975\\\" height=\\\"573\\\" data-attrs=\\\"{"src":"https://substack-post-media.s3.amazonaws.com/public/images/4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":573,"width":975,"resizeWidth":null,"bytes":68668,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!anIn!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png 424w, https://substackcdn.com/image/fetch/$s_!anIn!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png 848w, https://substackcdn.com/image/fetch/$s_!anIn!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.png 1272w, https://substackcdn.com/image/fetch/$s_!anIn!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F4e7fb8d0-adac-4d31-b532-2d10922ddf95_975x573.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></p><p>For example, in 2018 <a href=\\\"https://github.blog/2018-10-30-oct21-post-incident-analysis/\\\">GitHub experienced</a> a service degradation with some internal systems leading to displaying out of date or inconsistent information to users for a bit over 24 hours. If they had a SLI for data correctness, they would be seeing a rapid burnout that took 24 hours to recover.</p><p>However, since their main git service capabilities were untouched, it wasn\u2019t technically a service disruption.</p><h2>3. Blast radius</h2><p>One of the defining factors to distinguish between service degradation and disruption is to ask:</p><blockquote><p>Who is affected by the issue?</p></blockquote><p>Is it just some users? Or all users? Is it the paid customers? Or the free customers?</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!zXY2!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!zXY2!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png 424w, https://substackcdn.com/image/fetch/$s_!zXY2!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png 848w, https://substackcdn.com/image/fetch/$s_!zXY2!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png 1272w, https://substackcdn.com/image/fetch/$s_!zXY2!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!zXY2!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png\\\" width=\\\"964\\\" height=\\\"786\\\" data-attrs=\\\"{"src":"https://substack-post-media.s3.amazonaws.com/public/images/0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":786,"width":964,"resizeWidth":null,"bytes":251121,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!zXY2!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png 424w, https://substackcdn.com/image/fetch/$s_!zXY2!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png 848w, https://substackcdn.com/image/fetch/$s_!zXY2!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.png 1272w, https://substackcdn.com/image/fetch/$s_!zXY2!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0a284d1c-a127-464a-b2e7-6bb73309fb4f_964x786.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>If only some users are impacted, it might be a case of service degradation. But how many is too many? The answer depends on the consequences and the business appetite to take that risk.</p><p>For example, many cloud providers use compartmentalization using separate data centers (regions) to decouple risks and localize it.</p><p>If Microsoft Azure goes down in <a href=\\\"https://datacenters.microsoft.com/globe/explore?info=region_southindia\\\">South India (Chennai) region</a>, it doesn\u2019t impact services that are running in other regions.</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!5EYH!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!5EYH!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png 424w, https://substackcdn.com/image/fetch/$s_!5EYH!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png 848w, https://substackcdn.com/image/fetch/$s_!5EYH!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png 1272w, https://substackcdn.com/image/fetch/$s_!5EYH!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!5EYH!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png\\\" width=\\\"1456\\\" height=\\\"1064\\\" data-attrs=\\\"{"src":"https://substack-post-media.s3.amazonaws.com/public/images/95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":1064,"width":1456,"resizeWidth":null,"bytes":1857477,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!5EYH!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png 424w, https://substackcdn.com/image/fetch/$s_!5EYH!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png 848w, https://substackcdn.com/image/fetch/$s_!5EYH!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.png 1272w, https://substackcdn.com/image/fetch/$s_!5EYH!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F95b4bf7a-7d43-4988-b0de-e3babbd9bc68_1610x1177.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><figcaption class=\\\"image-caption\\\">Explore Microsoft Datacenters on an <a href=\\\"https://datacenters.microsoft.com/globe/explore\\\">interactive animated website</a></figcaption></figure></div><p>But if there\u2019s a big Cricket match going on, it can potentially lead to massive free advertisement for AWS \u2014not the positive kind! \uD83D\uDE09</p><p>Another example is when an issue only affects a subgroup of customers:</p><ul><li><p>Users on Android, Web, or iOS only</p></li><li><p>Users with uncommon configurations</p></li><li><p>Users on an older version of the software</p></li><li><p>Free tier users</p></li><li><p>Users in a specific city, country, or region</p></li></ul><h2>4. Consequences</h2><p>Service degradation usually doesn\u2019t have a big impact on the business. Some customers may be unhappy but not enough to leave. The business may lose some potential customers but not enough to go bankrupt. There may be a loss of reputation, some frustration on social media, and angry customer support calls but that\u2019s usually about it. From the business standpoint, the consequences are negligible.</p><p>On the other hand, service disruptions have more severe consequences that go beyond \u201Cbusiness as usual\u201D or \u201Ccost of running the business\u201D.</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!-OQC!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!-OQC!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png 424w, https://substackcdn.com/image/fetch/$s_!-OQC!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png 848w, https://substackcdn.com/image/fetch/$s_!-OQC!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png 1272w, https://substackcdn.com/image/fetch/$s_!-OQC!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!-OQC!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png\\\" width=\\\"942\\\" height=\\\"645\\\" data-attrs=\\\"{"src":"https://substack-post-media.s3.amazonaws.com/public/images/131ab135-1376-463e-8d56-bfba57633a37_942x645.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":645,"width":942,"resizeWidth":null,"bytes":135366,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!-OQC!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png 424w, https://substackcdn.com/image/fetch/$s_!-OQC!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png 848w, https://substackcdn.com/image/fetch/$s_!-OQC!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.png 1272w, https://substackcdn.com/image/fetch/$s_!-OQC!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F131ab135-1376-463e-8d56-bfba57633a37_942x645.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>One of the main points of service levels is to shift the perfectionist mindset to acknowledging that complex systems fail all the time, so let\u2019s identify what defines a failure (which shapes SLI) and what is a reasonable expectation (which shapes SLO) and at what cost (see the <a href=\\\"https://blog.alexewerlof.com/p/10x9\\\">rule of 10x/9</a>)</p><h2>Service Outage</h2><p>So far, we haven\u2019t talked about the outage. That\u2019s because <em>outage</em> and <em>disruption</em> are used interchangeably.</p><p>However, the word <em>outage</em> typically carries a more dramatic meaning and is used for longer and more serious disruptions with dire consequences. For example: <a href=\\\"https://blog.alexewerlof.com/p/sla\\\">SLA</a> penalties, loss (sales, revenue, users, etc.), or legal consequences (accidents, people getting hurt, etc.).</p><p>How long and how serious? It depends on the type of product, customer expectation, and risk appetite:</p><ul><li><p>If your home electricity is cut for 12+ hours, you may call that an outage. Here in Sweden for example, you\u2019re <a href=\\\"https://www.hallakonsument.se/varor-och-tjanster/stromavbrott/\\\">entitled to compensation</a> if that happens. In this cold corner of the map, many homes depend on electricity for anything from cooking and lights to warming the home. 12 hours is a very long time and can potentially put some lives at risk.</p></li><li><p>The 2011 PlayStation outage lasted 23 days and has its own <a href=\\\"https://en.wikipedia.org/wiki/2011_PlayStation_Network_outage\\\">Wikipedia page</a>!</p></li><li><p>Back in 2022, <span class=\\\"mention-wrap\\\" data-attrs=\\\"{"name":"Gergely Orosz","id":30107029,"type":"user","url":null,"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%2F802a32bb-2048-428b-bdb5-d6acd1e2b2d5_48x48.png","uuid":"92cdf40d-a6bf-49a4-8ea9-db83268aa8d3"}\\\" data-component-name=\\\"MentionToDOM\\\"></span> covered <a href=\\\"https://newsletter.pragmaticengineer.com/p/scoop-atlassian\\\">the longest Atlassian outage of all time</a> with an interesting insight: \u201CThe biggest impact of this outage is not in lost revenue: it is reputational damage and might hurt longer-term Cloud sales efforts for new customers. [\u2026] The irony of the outage is how Atlassian was pushing customers to its Cloud offering, highlighting reliability as a selling point.\u201D Using the word <em>outage</em> (with all its dramatic connotations) is completely justified here.</p></li></ul><p>For practical purposes when your <em>dependency</em> goes down, you can use \u201Coutage\u201D. On the other hand, when <em>your</em> service goes down, you can use \u201Cservice disruption\u201D or even wrongfully call it a \u201Cdegradation\u201D to downplay the impact! \uD83D\uDE04It just sounds fancier and more technical.</p><h1>Conclusion</h1><p>Reliability engineering is about preventing threats from becoming degradations and degradations from becoming disruption.</p><p>So, is degradation better than disruption? I have a question for you:</p><blockquote><p>Think about an online retail store. Which one has a <strong>more negative business impact</strong>?</p><p>A degradation which leads to showing the wrong prices to the customers? </p><p>Or a disruption where the side is not accessible at all?</p></blockquote><p>If you guessed degradation, you guessed right. While intuitively we may think that a degraded experience is better than total outage, showing wrong prices may literally cost the business more than the site being down and losing potential customers \u2014who may in some cases come back after the side is recovered.</p><ul><li><p>If customers buy the products below the price, the business loses money</p></li><li><p>If the site is down, customers cannot buy the products for the wrong price</p></li></ul><p>Sometimes, it is better to disrupt a service than degrading it. The nuances are in the context, business model, risk tolerance, etc.</p><p>Before we close, I just wanted to highlight one point: One service\u2019s outage may lead to another service\u2019s degradation. 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