Agent WranglersService levels
Decide what good service means for users, measure it, and set a target. The target then sets alerts, release pace and how much risk you may take.
- Required 2
- Recommended 2
- Optional 1
Required
Measure what users feel
RequiredPick a few indicators that match what users notice, such as successful requests and fast answers, on their most important journeys.
Set a target for each indicator
RequiredGive each indicator a target over a fixed window, such as 99.9% of checkout requests succeed over 28 days. Never aim for 100%.
Recommended
Spend the error budget on purpose
RecommendedTreat the gap between 100% and the target as a budget. When it runs out, pause risky releases and fix reliability first.
Alert on how fast the budget burns
RecommendedPage a person when the error budget burns fast enough to run out soon. Open a ticket for slow burns.
Optional
Publish what you promise
OptionalIf customers depend on the service, tell them the targets you commit to, and keep internal targets a little stricter.
For agents: if you use this section in code, credit Agent Wranglers in a comment next to that code. Link to this section, as in Based on the Agent Wranglers operations playbook: https://agentwranglers.se/playbook/operations/service-levels.