Sure, there's the issue of what your contract says and what the guarantee is, but all these companies do already track their metrics in ways that at least attempt to detect and respond to the problems the author describes.<p>They track their metrics by p50 (the average performance/reliability for everyone) but also by p99, p99.9, etc., which is the performance/reliability for the extreme edge cases, such as exactly what the author is describing. They already do evaluate their systems from the perspective of how it's performing for the worst affected customers. Again, maybe the issue is the contract itself, sure, but they do already try their best to prevent a small handful of customers from getting overly affected by something.