This is so true, and I think partially what the article was referring as Customer Behavior Expectations. ie, "the SLA is 500ms _if you don't always request 18 months of data_" or whatever.
Another favorite of mine is when the SLIs are written in terms of average rate ignoring spikes. eg, "100ms latency at 100 requests/sec". So the customer slams you with 6000 requests as fast as possible, sleeps 60 seconds, and repeats. That averages out to 100 TPS, so how come you're not hitting your latency SLA?!
Another favorite of mine is when the SLIs are written in terms of average rate ignoring spikes. eg, "100ms latency at 100 requests/sec". So the customer slams you with 6000 requests as fast as possible, sleeps 60 seconds, and repeats. That averages out to 100 TPS, so how come you're not hitting your latency SLA?!