Developing a Plan for SLA Reporting and Shipping Version 1

SLAs don’t mean much if you can’t actually measure and report on them. This project was about figuring out what metrics mattered for our SLA commitments, finding where that data lives, and building a v1 reporting system so stakeholders could see how we were actually tracking.

I wasn’t trying to solve everything on day one - just get a credible baseline in front of people and iterate from there. That’s usually the right approach for reporting work anyway.