In every system I’ve worked on, the agreement is in terms of an SLO. We never gave our customers any sort of expectation (or guarantee) that we wouldn’t suddenly wildly beat our SLO targets (and, in fact, we often did, due to routine upgrades).
Having said that, certain customers dictate production freezes during launches, or only want to run stuff that’s been baked in production elsewhere for 3-6 months. Upgrading those customers behind their backs would be unacceptable, especially because they pay extra for a crappier but more stable setup.
