Your customer-support agent is going to production next month. Define its SLOs, its error budget and what happens when the budget runs out.

Uptime and latency are the easy SLIs. The hard ones are whether the case was actually resolved, which you only learn days later, and what to do with an action that must never happen, which no error budget should cover.

Updated Oct 2026 · Grounded in real Forward Deployed Engineer interview loops and written to a senior-engineer editorial bar.