"Reducing pager volumes isn’t just about better sleep for on-call engineers (though that’s a wonderful benefit). It’s about building a culture where fixing root causes takes precedence over quick patches, where system understanding is valued as highly as feature delivery, and where we recognise that reliability is a feature customers value even if they don’t explicitly ask for it.<p>We’ve learned that you must intentionally prioritise technical excellence to achieve it. It can be challenging to maintain these standards as you scale, but staying focused means that things can fall back into place."<p>Appreciated the conclusion, although was a little surprised at how lowly feature work (falling under "everything else") got prioritized relative to other engineering work.