Reliability, SLOs & Incident Command

North-star: revenue-weighted availability · Error budget visibility → deploy risk gating → CFR reduction

Rev-Weighted Avail
99.972%
+0.008%
Budget Burn Rate
1.3×
+0.4× vs goal
MTTR P90 (All Sev)
24min
−6min
Incident Recurrence
11%
+3%
Alert Noise Ratio
31%
+5%
Toil Ratio (SRE)
36%
Target <30%

SLO Attainment Heatmap (Last 28 Days)

W-4
W-3
W-2
W-1
W0-Mon
W0-Wed
W0-Fri
payments-gateway
99.8
99.9
99.5
98.2
97.8
99.4
99.7
api-core
99.9
99.9
99.8
99.9
99.9
99.9
99.9
data-pipeline
99.7
99.8
99.6
99.7
99.8
99.7
99.9
cache-service
99.9
99.5
99.3
99.8
99.7
99.8
99.9
auth-service
99.9
99.9
99.9
99.9
99.9
99.9
99.9
storage-layer
99.8
99.8
99.9
99.8
99.9
99.8
99.9
≥99.7%
99.3–99.7%
<99.3% (critical)

Error Budget Burn-Down (Tier-1 Services, 30d)

payments-gateway @ 1.7× burn → deploy freeze recommended

Outage Minutes by Root Cause (90d)

Incident Volume + Severity (90d)

On-Call Pages per Engineer (Monthly)

Platform SRE @ 2.3σ above mean

Open Postmortem Actions (Overdue Highlighted)

Incident ID Service Action Owner Due Status
INC-2847 cache-service Implement invalidation queue rate-limit @jchen 2024-01-08 Overdue
INC-2801 payments-gateway Add circuit breaker to downstream API @mrodriguez 2024-01-05 Overdue
INC-2892 data-pipeline Improve schema migration rollback @akim 2024-01-20 In Progress
INC-2915 api-core Add load-shedding middleware @spatel 2024-01-22 On Track
INC-2928 cache-service Audit cache-key collision scenarios @jchen 2024-01-25 On Track
INC-2934 payments-gateway Expand retry policy testing coverage @mrodriguez 2024-01-28 Not Started
INC-2941 storage-layer Document failover runbook @lnguyen 2024-01-30 Not Started
INC-2943 auth-service Add monitoring for token expiry edge-cases @dwang 2024-02-02 Not Started
Action completion rate: 64% (target ≥85%)
Coram Cloud · $38M ARR · Infrastructure SaaS · Data as of 2024-01-15