Question

Your team runs a checkout service and inherited an SLO of 99.99% availability. Over the last two quarters the service has consistently violated this target, yet customer support has logged zero user complaints, and business stakeholders confirm no revenue impact. The engineering team spends significant effort chasing every minor error-budget burn to defend the target. As the SRE lead, what is the most appropriate action?

Accepted Answer

Lower the SLO target to a level that reflects actual user expectations and business needs, using historical data and stakeholder input to justify the new number of nines.

Answer

Keep the 99.99% target and add more on-call engineers so the team can respond faster to every burn event.

Answer

Raise the SLO to 99.999% to give the team a stricter goal and force investment in reliability infrastructure.

Answer

Remove the SLO entirely since there are no user complaints, and rely solely on customer support tickets to detect problems.