> I remember overhearing someone at an all-hands saying, “Why are they complaining? That’s the job they signed up for”.
This misconception that DevOps/CloudOps/SRE etc teams are solely reactive is such a driver of poor reliability culture. Imagine if product teams thought about customer complaints that way - "If the users don't like the product, that's customer support's problem". Reliability is a huge part of customer experience and if everyone at your org isn't bought into it, YNGMI.
> I remember overhearing someone at an all-hands saying, “Why are they complaining? That’s the job they signed up for”.
This misconception that DevOps/CloudOps/SRE etc teams are solely reactive is such a driver of poor reliability culture. Imagine if product teams thought about customer complaints that way - "If the users don't like the product, that's customer support's problem". Reliability is a huge part of customer experience and if everyone at your org isn't bought into it, YNGMI.
I couldn't agree more. 💯 Reliability is the most important feature!
If a system isn’t reliable, users won’t trust it.
If users don’t trust a system, when given a choice, they won’t use it.
If a system has no users, it’s worth nothing.
https://sre.google/workbook/reaching-beyond/