What the Client Was Facing
A payment processing fintech had an SLA of 99.9% uptime but was averaging 99.5% — resulting in £400k in annual SLA penalties. The team had no SLO framework, alert thresholds were set arbitrarily and post-mortems were optional and inconsistent.
What ZippyOPS Was Engaged To Do
ZippyOPS was brought in to design and implement a solution addressing the root causes of the client's challenges — delivering measurable outcomes within a fixed engagement timeline. Our team worked embedded with the client's engineers throughout the entire project.
How We Solved It
ZippyOPS implemented the Google SRE methodology — running SLI/SLO definition workshops, configuring error budget dashboards in Grafana, implementing burn rate alerting and establishing a blameless post-mortem culture. A chaos engineering programme was introduced to proactively find reliability weaknesses.
Technologies Used
Measurable Outcomes Delivered
Service availability improved from 99.5% to 99.97% within 6 months
£400k annual SLA penalties eliminated — first full year with zero penalty clauses triggered
Error budget framework adopted by all 12 service teams — reliability now measured, not guessed
Chaos engineering identified 4 critical failure modes before they caused production incidents
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