Companies like Stripe can’t deal with the P999 problems and are ignoring them.
They think their P99 customer service is great but 0.1% of their customers are experiencing a catastrophic level of experience and they simply don’t care. They are ignoring it because it doesn’t show up on any of their metrics or dashboards but it has a catastrophic effect on a small number of customers.
Companies like Stripe need a swat team that deals with these P999 catastrophes, but given their scale it’s probably cost prohibitive, so they just say “Fuck it.”
They think their P99 customer service is great but 0.1% of their customers are experiencing a catastrophic level of experience and they simply don’t care. They are ignoring it because it doesn’t show up on any of their metrics or dashboards but it has a catastrophic effect on a small number of customers.
Companies like Stripe need a swat team that deals with these P999 catastrophes, but given their scale it’s probably cost prohibitive, so they just say “Fuck it.”