I'm approaching it from the business perspective. If sipport staff are getting calls for poor performance then the product isn't working. End of story. Business

I'm approaching it from the business perspective. If sipport staff are getting calls for poor performance then the product isn't working. End of story. Business units don't care about shades of gray and degraded service. It's binary for them. It's either working or it isn't. Couple that with financial penalties for latency and degraded service means even less. Either you're meeting your SLA or you aren't.