When an incident strikes, it often brings a whirlwind of stress for everyone involved—from the teams directly handling the issue to the stakeholders making crucial decisions. Imagine support teams on high alert, customers anxiously awaiting resolutions, and executives probing for answers to steer the company through turbulent times. This mounting pressure can make a challenging situation nearly unmanageable, especially when faced with problems that are new or unexpected.

We went live with our first set of AI-enabled features a few months ago. Needless to say, we learned a lot along the way, as this was the first time we had experimented with generative AI. Here, I'll share some of what we've learned as we’ve grappled with using LLMs to power new products at incident.io. This will be most applicable to the application layer, AI-enabled but not AI companies.

There’s no two ways about it: on-call is stressful. But with humans at the center, it’s especially important to find ways to make it as manageable and empathetic as possible. In this webinar with our friends at ELC, incident.io VP of Engineering, Noberto Lopes, and Intercom Staff Product Engineer, Andrej Blagojević, discuss their own experiences with on-call, and how the process can be better.

The launch of On-call was an integral part of the incident.io mission to become the single place you turn when things go wrong, and recently we hosted a live virtual event to show how it all came together. In this event, incident.io Co-founder and CTO Pete Hamilton sat down with incident.io Product Manager Megan McDonald, Product Engineer Rory Bain, and fellow Co-founder and CPO Chris Evans to demo the product, discuss the journey of the creation, and expand on what’s next.

At incident.io, “We care about our customers” isn’t just a talking point. It’s a core part of how we operate. Whether it’s a big feature request or a small bug fix, we’ve been intentional about making sure that customers always feel heard and seen—no matter the ask. But it’s not just that.

In the fast-paced world of software development and product delivery, incidents are often viewed as unwanted disruptions. Traditionally, incident management might only trigger for critical issues, like complete system outages, data loss of some kind, or security-related ones - you don’t need to go back that far for a few that were very serious: Heartbleed, xz utils, and more.

We’re ecstatic to announce that we’ve been ranked #1 in G2’s Relationship Index for Spring 2024. G2's Relationship Index is a measure of several factors, including: This award means a lot to us as it’s a direct result of the partnerships we’ve built with customers—and it’s a recognition we’re very proud of. From the beginning, we’ve been laser-focused on being the single place you turn to when things go wrong.

Here at incident.io, we're always pushing the boundaries of incident management and seeking new ways to enhance your on-call experience. That's why we're excited to announce our latest feature that's set to level-up the way you respond to incidents.

I spotted this thread on Reddit, discussing the pains of executives dropping into incidents, and the corresponding impact it can have on the incident response process. Being an SRE community, it was a little more of a one-sided account of the situation. So let’s look a little closer, and dive into what it takes to make incidents better for responders and executives alike.

On your bedside table sits a piece of software designed to wake you up. It loves bothering you when something goes wrong — and making it your responsibility to sort it out Meet the new incident.io On-call app. We designed it this way: to be as interruptive as possible. Whether you’re watching telly, at the gym, or as mentioned, fast asleep, it’ll get you. Got called even though you’re in silent mode? Great! We’ve done our job properly.