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Every dashboard is green, and customers say they cannot pay

SLO Monitoring · Observability Engineering · Intermediate · about 13 min

Production context

Saturday, 14:30. Customer support has received fourteen tickets in two hours saying the Pay button does nothing. Mika, the support lead, messages the SRE on call, you:

“Is something down? The status page says all systems are operational, and I don’t know what to tell customers.”

You check: checkout-api error rate 0.1%, latency normal, all Pods healthy, and the synthetic checkout check has passed every five minutes all day.

checkout-api errors

0.1%

normal

Synthetic checkout

Passing

every 5 min

Support tickets

14 (Warning)

Pay button does nothing

Evidence

You open the business dashboard, which nobody watches on weekends.

orders and checkout traffic vs the same Saturday last week

             orders/min   checkout-api requests/min   checkout page views/min
last week*   410          1,150                       2,900
today 11:00  402          1,130                       2,880
today 12:10  255          720                         2,870
today 14:20  251          708                         2,910
* same Saturday last week, average 11:00 to 15:00

What does this tell you?

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