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A customer-scoped page is one underlying status page that renders differently per customer. Each customer sees a filtered subset of metrics and SLOs, with optional per-customer SLO targets. The same page can therefore serve a 99.99% agreement with one customer and a 99% agreement with another, without duplicating the underlying metric work.

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Why customer scopes exist

Enterprise contracts vary. The same backend that an SMB customer signs at 99.5% may carry a 99.99% clause for an enterprise customer with a higher-priced contract. Two implementation paths exist:
  1. Duplicate the metric definition per customer, with different targets.
  2. Define the metric once and apply optional per-customer SLO targets.
Path 2 keeps a single source of truth for collection and evaluation. Customer scopes implement path 2.

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Identity model

Customer scopes use JWT-based identity. The page’s access mode is set to customer_scoped. Observer Cloud verifies tokens against the public key (or JWKS endpoint) configured on the page, then reads the token’s sub claim and matches it to a customer’s external ID. A customer must be:
  1. Defined in the organisation’s customer list.
  2. Bound to the page through the page’s customer-binding list.
A token whose claim does not resolve to a bound customer returns 403, even when the token’s signature is valid.

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SLO overrides

Each customer can carry per-SLO target overrides. When the customer-scoped page renders for that customer, the SLO strip uses the override target. Customers without an override see the default target.
The underlying metric and the burn evaluator remain unchanged. The only differences are the SLO target the page renders and the per-customer error budget displayed.
Pages and contracts divergeCustomer scopes do not change the contractual obligation; they reflect it. The contract is what your legal team and the customer signed. Observer’s customer scopes ensure each customer’s view of the system mirrors the agreement they read.

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Configuration

See Configure customer-scoped pages for the step-by-step setup.