Learning From Incidents Versus Root Cause Analysis

In a conflict, isn't there of engineers that you have to accept that your system is broken? You don't know where yet, but it is broken somewhere. It's just a matter of degrees as to whether you're willing to accept that level of broken. And so we're constantly making trade-offs and adjusting performance relative to what is the most important criteria to optimize on here. So do you think a lot of this is about thinking about from a customer perspective? I've been thinking more about how we in roles around SREs is thinking more about the customers who are using the platform versus the platform itself.