# Customers over control: how we measure On-call reliability

DevFeed: [Customers over control: how we measure On-call reliability](<https://devfeed.tech/articles/customers-over-control-how-we-measure-on-call-reliability-11739.md>)

Original publisher: [Read original article](<https://incident.io/blog/customers-over-control>)

Author: Mike Fisher

Published: 2026-05-28T16:29:00Z

Content type: article

Language: en

Sources: [The incident.io Blog](<https://devfeed.tech/sources/the-incident-io-blog.md>)

Topics: [SRE](<https://devfeed.tech/topics/sre.md>), [Availability](<https://devfeed.tech/topics/availability.md>), [site-reliability-engineering](<https://devfeed.tech/topics/site-reliability-engineering.md>), [nginx](<https://devfeed.tech/topics/nginx.md>), [Amazon Web Services](<https://devfeed.tech/topics/aws.md>), [API](<https://devfeed.tech/topics/api.md>), [Network](<https://devfeed.tech/topics/network.md>), [incident](<https://devfeed.tech/topics/incident.md>)

Tags: [2025](<https://devfeed.tech/tags/2025.md>), [api](<https://devfeed.tech/tags/api.md>), [availability](<https://devfeed.tech/tags/availability.md>), [aws](<https://devfeed.tech/tags/aws.md>), [customers](<https://devfeed.tech/tags/customers.md>), [http](<https://devfeed.tech/tags/http.md>), [incident](<https://devfeed.tech/tags/incident.md>), [incident-channel](<https://devfeed.tech/tags/incident-channel.md>), [incident-management](<https://devfeed.tech/tags/incident-management.md>), [incident-response](<https://devfeed.tech/tags/incident-response.md>), [load-balancer](<https://devfeed.tech/tags/load-balancer.md>), [metrics](<https://devfeed.tech/tags/metrics.md>), [network](<https://devfeed.tech/tags/network.md>), [on-call](<https://devfeed.tech/tags/on-call.md>), [outage](<https://devfeed.tech/tags/outage.md>), [post-mortem](<https://devfeed.tech/tags/post-mortem.md>), [slack-incident](<https://devfeed.tech/tags/slack-incident.md>), [sre](<https://devfeed.tech/tags/sre.md>)

## AI overview

This article explains how incident.io measures the reliability of its On-call product from the customer's perspective. It focuses on two critical functions, defines SLIs and monthly SLOs, and describes monitoring at the GCP load balancer, alerting, replicated components, and lessons from an AWS outage.

## Source excerpt

Instead of thinking about reliability as an exercise in figuring out what we can control, and ignoring anything beyond that, we think about what we'll be really proud to offer to customers.