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Technical SLOs measure system health but miss whether users actually get value. Using Uber as an example, the post argues for business SLOs that capture real user outcomes — like '99.5% of rider requests have 3+ cars within 2 km' — rather than just API latency or uptime. Business SLOs require instrumenting domain events (not just infrastructure metrics), involve product decisions about thresholds, and naturally align engineering and product teams around shared outcomes. The recommendation is to start with one critical user journey, define success from the user's perspective, and instrument accordingly.

Your system is fine. Your users aren't

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