Platform engineering is the discipline of designing and building toolchains and workflows that enable self-service capabilities for software engineering organizations in the cloud-native era.

Platform Engineering

Do you mean response time when someone raises a question or bug?

My last team had a weekly message in our support channel that stated who the main point of contact for the week was and reminded people the house of support operation (normal biz hours), the target response time (1 hour to ack) and a reminder on how to raise an incident if immediate action was required

So I guess you'd say the 1 hour to ack was our service level objective (being pedantic, but it didn't come with any penalties so it wasn't really an agreement).

IME that worked well to set expectations and make sure people felt comfortable with the process

We have something similar in place. Curious to see if this the most common way

we have this fullly baked into our oncall role - if oncall prd issues, bugs will be prioritised but smaller issues i.e. stg, clarifications, asks for hellp are still to be done. We use a small slack bot to raise a ticket for each ask and track mtta/mttr. Inter-team support has been as crucial as platform owner as support to service desk or frontl ine teams.