Incident response playbooks are a set of actions that need to be executed by your incident repsonders depending on the nature of the outage. Having well defined incident response playbooks can be extremely critical, especially during high customer impact events, that you would typically classify as Sev-0 incidents.

Providing customers with a world-class and seamless user experience is critical for the success of any business. It is therefore important that you have a robust on-call strategy that optimizes the availability of the right subject matter experts, on-call engineers, and support engineers to resolve critical, user-impacting incidents as soon as possible.

I often hear folks in my network being triggered by interactions with product managers within their companies whenever they follow up on certain product-related issues. The triggering phrase invariably is “It’s a known issue”. And they often wonder, well if it’s a known issue, why on earth isn’t anything done about it?

Regardless of where you are in your product journey, it is impreative that you constitute a customer advisory board who can share perspectives into their business challenges so that you can gain insights on how to shape our road map, develop new features, formulate your vision and give you constant feedback on your product. So, how many customers should to include in a customer advisory board? Should you target higher level stakeholder or individual users?