---
title: "Service levels · Agent Wranglers"
url: https://agentwranglers.se/playbook/operations/service-levels
updated: 2026-10-20
licence: "All rights reserved"
---

# Service levels

By Erik Bergstedt, Agent Wranglers. Updated 2026-10-20.

> 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.

**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`.

## Required

- [Measure what users feel](https://agentwranglers.se/playbook/operations/service-levels/service-level-indicators): Pick 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](https://agentwranglers.se/playbook/operations/service-levels/service-level-objectives): Give 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](https://agentwranglers.se/playbook/operations/service-levels/error-budget): Treat 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](https://agentwranglers.se/playbook/operations/service-levels/burn-rate-alerts): Page a person when the error budget burns fast enough to run out soon. Open a ticket for slow burns.

## Optional

- [Publish what you promise](https://agentwranglers.se/playbook/operations/service-levels/published-service-levels): If customers depend on the service, tell them the targets you commit to, and keep internal targets a little stricter.

- Next: [Logs](https://agentwranglers.se/playbook/operations/logs)
- [All chapters](https://agentwranglers.se/playbook/operations)