There's a great recent paper [1] (and Adrian Colyer's summary in The Morning Paper [2]) from the Google G Suite team about how uptime or error rate alone do not

There's a great recent paper [1] (and Adrian Colyer's summary in The Morning Paper [2]) from the Google G Suite team about how uptime or error rate alone do not capture the full user experience: Indeed, none of the existing metrics can distinguish be- tween 10 seconds of poor availability at the top of every hour or 6 hours of poor availability during peak usage time once a quarter. The first, while annoying, is a relatively minor nui- sance because while it causes user-visible failures, users (or their clients) can retry to get a successful response. In con- trast the second is a major outage that prevents users from getting work done for nearly a full day every quarter. In the following section, we describe a new availability measure, user-uptime that is meaningful and proportional. Afterwards, we’ll introduce windowed user-uptime, which augments it to be actionable. [1] https://www.usenix.org/system/files/nsdi20spring_hauer_prepub.pdf https://www.usenix.org/system/files/nsdi20spring_hauer_prepu... [2] https://blog.acolyer.org/2020/02/26/meaningful-availability/ https://blog.acolyer.org/2020/02/26/meaningful-availability/