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Site Reliability Engineering by Jennifer Petoff, Niall Richard Murphy, Chris Jones, Betsy Beyer

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Chapter 3. Embracing Risk

You might expect Google to try to build 100% reliable services—ones that never fail. It turns out that past a certain point, however, increasing reliability is worse for a service (and its users) rather than better! Extreme reliability comes at a cost: maximizing stability limits how fast new features can be developed and how quickly products can be delivered to users, and dramatically increases their cost, which in turn reduces the numbers of features a team can afford to offer. Further, users typically don’t notice the difference between high reliability and extreme reliability in a service, because the user experience is dominated by less reliable components like the cellular network or the device they are working with. Put simply, a user on a 99% reliable smartphone cannot tell the difference between 99.99% and 99.999% service reliability! With this in mind, rather than simply maximizing uptime, Site Reliability Engineering seeks to balance the risk of unavailability with the goals of rapid innovation and efficient service operations, so that users’ overall happiness—with features, service, and performance—is optimized.

Managing Risk

Unreliable systems can quickly erode users’ confidence, so we want to reduce the chance of system failure. However, experience shows that as we build systems, cost does not increase linearly as reliability increments—an incremental improvement in reliability may cost ...

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