Agent Wranglers

Service levels Optional

Publish what you promise

If customers depend on the service, tell them the targets you commit to, and keep internal targets a little stricter.

By Erik Bergstedt, Agent Wranglers. Updated .

How to do it

Publish an agreement only for indicators you measure today. Set the internal objective above the promised level, so the team hears about trouble before customers do.

How to check

Every published promise has a matching internal objective that is equal or stricter, measured on the same indicator.

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/published-service-levels.