💡 WHY NORA IS RIGHT
Engineers distinguish down from degraded; users do not. A checkout that takes 40 seconds loses almost as many people as one that errors, and they leave without filing a ticket. Alerting only on hard failures misses the outages that look like a spinner. Page on latency where users actually wait, measured on the steps they need, because from their side of the screen, slow and broken are the same experience.
