The One Number we are accountable for

• Mean time to awareness
  • How long it takes to recover from a severity-2+ event (app going down, major functionality having issues, major bug released into production)

this definition and outcome need some work

Supporting / leading indicators we pay attention to

• Mean time to restore (this is actually a lagging indicator... but the better we make ourselves aware, the more urgent things will be fixed appropriately)
• # of issues we notice and act on Before they are submitted by clients/partners vs issues we act on after they inform us
• Squad Performance metrics feedback loop health

Links to dashboard that showcase these measures... coming soon

Things you might deliver/do

• Logging certain events in New Relic so that we can monitor their health
• Having the data to know if things are going well or off the rails
  • Knowing success rate on builds

Examples

• Make sure we are handling AirBrakes
  • We know if the integrations goes down
  • EEs know the process and following
  • They are fixed (folks know what to do)
• not that things are fixed, but we know about it and know the impact
• ensure nightly processes actually run
• Making sure the value we have promised to deliver consistently