[jrockway]

> Frankly, from a hit-by-a-bus problem, if no one but the people who wrote the software can support it, then you really have a problem.

In theory, you have a few people that wrote the software. Who is doing code reviews? If everyone on your team dies in some horrible accident, the software is going to be the least of everyone's concerns.

Vacations are a more reasonable concern. Include vacations in your stated SLO. Support staff tends to want to go on vacation at the Usual Times too (Thanksgiving, Christmas, July 4, whatever.)