Deep into an incident, Slack firing, up to your ears in decisions, not sure where to turn next? It’s easy for external communication with your customers to fall far down the list of priorities in these moments. However, these are the exact situations where comms are vital, and where underestimating their importance can having damaging and lasting effects on your organisation.
It isn’t the first time you’ve heard us say this and it won’t be the last: getting your post-incident process right is a game-changer. Being able to run effective debriefs and create useful postmortems helps us learn from our mistakes, respond better to future incidents and identify how we can build resilience in our product and teams. In short, it’s the thing the shifts the dial from just “fixing” to actually improving.
Small confession: we currently use the term 'post-mortem' in incident.io despite preferring the term 'incident debrief'. Unless you have particularly serious incidents, the link to death here really isn’t helping anyone. However, we're optimising for familiarity, so we're sticking to the term 'post-mortem' here. Ask any engineer and they’ll tell you that a post-mortem is a positive thing (despite the scary name).
TL;DR: We’ve raised $34M to bring increased resilience to organisations around the world. With this latest round of investment we’re expanding internationally in the US, accelerating our product plans, and growing our amazing team 🎉 As technology becomes more complicated and runs an ever greater part of our lives, failure becomes more inevitable, and more costly.
A few years ago I’d just moved to London and started out at my first software job. I was having a great time building things and making new friends, and one evening a friend and I decided there was a new problem we wanted to solve: we really didn’t like the expenses software. We thought it was confusing and over-complex, and decided we could do better.
At incident.io, we’re continually building out our integrations to work with all the tools you already know and love. Next on the list, is our first bug tracker, Sentry. Try posting a Sentry link on your next incident to check it out.
At incident.io we use gorm.io as the ORM library for our Postgres database, it’s a really powerful tool and one I’m very glad for after years of working with hand-rolled SQL in Go & Postgres apps. You may have seen from our other blog posts that we’re heavily invested in tracing, specifically with Google Cloud Tracing via OpenCensus libraries.
A few weeks ago we had a major incident. We were releasing our Practical Guide to Incident Management, and after posting about it online an incident.io employee noticed that the page wasn’t loading. Just to set the scene, I’ve been at incident.io for 3 months and don’t have any experience of incidents in my previous role. When the team got paged I expected this to be one of those “follow along and learn how the wizards work their magic” exercises.
There are a handful of providers that large parts of the internet rely on: Google, AWS, Fastly, Cloudflare. While these providers can boast five or even six nines of availability, they’re not perfect and - like everyone - they occasionally go down.
For the vast majority of organisations, some form of round-the-clock cover is critical to successful business operations. On-call is an essential part of an effective incident response process, yet there is no commonly accepted playbook on how to most effectively structure and compensate on-callers. We ran a survey to uncover the mysteries of how on-call works in organisations of different shapes and sizes around the world.
