Reliability and operations
Services stop falling over at peak hours, and recovery speed stops depending on who happens to be on call.
- stated availability targets, with ownership behind them
- predictable recovery time after a failure
- you hear about the problem before your customers do
- load peaks handled without manual intervention
- on-call without heroics or burnout
- a recovery plan that has been tested, not just written
You end up with Availability commitments you can quote, held by a team that is not permanently firefighting.