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hover:text-alarmalade-500" href="#content-top">Service disruption on October 20, 2025</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#how-our-platform-performed">How our platform performed</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#scribe-was-unable-to-join-incident-calls">Scribe was unable to join incident calls</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#authentication-was-intermittently-unavailable">Authentication was intermittently unavailable</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#status-pages">Status Pages</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#on-call-notifications-were-delayed">On-call notifications were delayed</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#initial-response">Initial response</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#removing-sms-and-phone-notifications-from-the-queue">Removing SMS and phone notifications from the queue</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#scaling-our-kubernetes-deployments">Scaling our Kubernetes deployments</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#redirecting-notifications-using-our-internal-traffic-management-tool">Redirecting notifications using our internal traffic management tool</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#what-we-learned-and-next-steps">What we learned and next steps</a></li></ul></div></div><div class="lg:max-w-[788px] grow flex flex-col gap-4 lg:gap-10" id="content-top"><div class="flex flex-col gap-4"><div class="flex flex-col gap-2"><h1 class="text-h3 text-balance">Service disruption on October 20, 2025</h1></div><div class="flex flex-col gap-2 md:flex-row justify-between mt-auto"><div class="flex items-center gap-2"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"></div><a class="text-body-sm-emphasis leading-[1.1] w-min sm:w-auto transition hover:text-alarmalade-500" href="/blog/author/pete">Pete Hamilton</a></span></div><div class="text-body-sm text-content-secondary">October 22, 2025<span> — <!-- -->15 min read</span></div></div></div><div class="relative"><span class="relative overflow-hidden block align-top transition-opacity opacity-0 w-full rounded-lg"><img alt="" width="2400" height="1285" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent;view-transition-name:blog-service-disruption-october-20th-2025" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F16efd4eaca62af479013bc3a6f97dca0bc77eeef-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=60&amp;q=75 60w, 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/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F16efd4eaca62af479013bc3a6f97dca0bc77eeef-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=384&amp;q=75 384w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F16efd4eaca62af479013bc3a6f97dca0bc77eeef-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=640&amp;q=75 640w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F16efd4eaca62af479013bc3a6f97dca0bc77eeef-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=750&amp;q=75 750w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F16efd4eaca62af479013bc3a6f97dca0bc77eeef-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=828&amp;q=75 828w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F16efd4eaca62af479013bc3a6f97dca0bc77eeef-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1080&amp;q=75 1080w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F16efd4eaca62af479013bc3a6f97dca0bc77eeef-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1200&amp;q=75 1200w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F16efd4eaca62af479013bc3a6f97dca0bc77eeef-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1920&amp;q=75 1920w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F16efd4eaca62af479013bc3a6f97dca0bc77eeef-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=2048&amp;q=75 2048w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F16efd4eaca62af479013bc3a6f97dca0bc77eeef-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 3840w" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F16efd4eaca62af479013bc3a6f97dca0bc77eeef-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="prose prose-orange text-body max-w-none mb-6"><p class="">When the internet goes down, our primary job is to help everyone get back up, as fast as possible.</p><p class="">Of the almost half a million incidents we&#x27;ve helped our customers solve, there are some which stand out for both their scale and impact. One of these happened on Monday, October 20, when AWS had a <a href="https://edition.cnn.com/business/live-news/amazon-tech-outage-10-20-25-intl" target="_blank" rel="noopener noreferrer" class="">widely covered</a> major outage in their <code>us-east-1</code> region, from 07:11 to 10:53 UTC.</p><p class="">We’re hosted in multiple regions of Google Cloud and so the majority of our product was unaffected by the outage. However, we do depend on third parties for some aspects of our platform, who themselves are hosted in AWS, or have their own dependencies that are.</p><p class="">As a result, the outage impacted several of our key services, including on-call notifications, SAML authentication, and Scribe, our incident note taker.</p><p class="">Third parties aside, responsibility here unequivocally lies with us and we take that responsibility seriously. In this post, I’ll share more on our response, how and why we were impacted, what we learned, and what we’ve already done about it.</p><h2 id="how-our-platform-performed" class=""><a class="heading-link" href="#how-our-platform-performed"><span class="icon icon-link"></span></a>How our platform performed</h2><p class="">In the 24 hours after AWS first saw issues, 14,000 people collectively spent 12,500 hours (1.5 years!) actively responding to incidents with incident.io. We saw a 4x traffic increase to status pages as everyone fought hard to keep customers informed, peaking at around 4.5 million requests per hour and a significant increase in monitoring alerts, as systems went offline around the world.</p><figure class=""><span class="relative overflow-hidden block align-top"><img alt="" data-zoom-src="https://cdn.sanity.io/images/oqy5aexb/production/f2b602b33b81bf95d242df7f8bbedc497aa5422d-2301x738.png?q=85&amp;auto=format" loading="lazy" width="2301" height="738" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" src="https://cdn.sanity.io/images/oqy5aexb/production/f2b602b33b81bf95d242df7f8bbedc497aa5422d-2301x738.png?w=2000&amp;q=80&amp;fit=max&amp;auto=format"/></span><figcaption class="text-sm text-gray-500 text-center font-normal">Incoming alerts to the incident.io platform during the AWS outage</figcaption></figure><p class="">We expect scenarios like this, and we intentionally design our platform to tolerate both integration failures and high load. We have controls, fallbacks and multiple providers in the event of failure, to ensure issues with one component or service don’t affect the rest of the platform.</p><p class="">Overall, we held up well, but we still experienced some hard-to-predict behaviour, and ultimately, compounding factors complicated our response efforts and meant we missed the mark in a few places. Let&#x27;s review each in turn.</p><h2 id="scribe-was-unable-to-join-incident-calls" class=""><a class="heading-link" href="#scribe-was-unable-to-join-incident-calls"><span class="icon icon-link"></span></a>Scribe was unable to join incident calls</h2><p class="">Our transcription provider was hosted in AWS and as a result, unavailable between 07:34 to 10:07 UTC and then again between 12:40 to 17:37 UTC.</p><p class="">This meant our AI note taker, Scribe, was unable to join new calls during these windows. Otherwise we saw no secondary impact on the platform, and for calls where Scribe was present, transcription worked as expected.</p><p class="">We worked closely with our upstream provider and were able to rework our implementation to dynamically transition workloads to a different AWS region in case of failure.</p><p class="">By 17:36 UTC, it was in place and Scribe was joining calls consistently - we’re now more resilient to similar outages in future.</p><h2 id="authentication-was-intermittently-unavailable" class=""><a class="heading-link" href="#authentication-was-intermittently-unavailable"><span class="icon icon-link"></span></a>Authentication was intermittently unavailable</h2><p class="">Our SAML authentication provider was also hosted in AWS and significantly degraded between 07:17 and 09:28 UTC.</p><p class="">Whilst we rely on a single SAML provider, we still support multiple authentication methods, so many users were still able to log in using SSO via Slack and Microsoft Teams initially.</p><p class="">Unfortunately, as the outage progressed, Slack’s platform also entered a degraded state, causing intermittent login failures.</p><figure class=""><span class="relative overflow-hidden block align-top"><img alt="" data-zoom-src="https://cdn.sanity.io/images/oqy5aexb/production/d834f0bba966bc4eac92ca445ef6e8db4b3765a4-1624x1368.png?q=85&amp;auto=format" loading="lazy" width="1624" height="1368" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" src="https://cdn.sanity.io/images/oqy5aexb/production/d834f0bba966bc4eac92ca445ef6e8db4b3765a4-1624x1368.png?w=2000&amp;q=80&amp;fit=max&amp;auto=format"/></span><figcaption class="text-sm text-gray-500 text-center font-normal">Authentication requests during incident</figcaption></figure><h2 id="status-pages" class=""><a class="heading-link" href="#status-pages"><span class="icon icon-link"></span></a>Status Pages</h2><p class="">One of the infrastructure providers we use for globally distributing our Status Pages <a href="https://vercel.com/blog/update-regarding-vercel-service-disruption-on-october-20-2025" target="_blank" rel="noopener noreferrer" class="">also experienced instability</a> for a brief period, and we saw a burst of errors, roughly 4% of our total traffic from 07:54 to 08:19 UTC.</p><p class="">We understand the criticality of status pages and take their availability seriously. Our provider is well known for their global infrastructure, and we take advantage of multiple regions, points of presence, and caching.</p><p class="">We also constantly run <a href="https://github.com/prometheus/blackbox_exporter" target="_blank" rel="noopener noreferrer" class="">blackbox exporters</a> on 9 regions across the globe to monitor availability and latency metrics. Through these, we confirmed errors affecting probes from <code>europe-west3</code> and <code>australia-southeast1</code> during the above 25 minute period. Provider metrics confirmed this and also that all other regions were unaffected.</p><figure class=""><span class="relative overflow-hidden block align-top"><img alt="" data-zoom-src="https://cdn.sanity.io/images/oqy5aexb/production/6083e5e5dfe662de32cbb38b363fd3b4bb6e7d14-2048x600.png?q=85&amp;auto=format" loading="lazy" width="2048" height="600" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" src="https://cdn.sanity.io/images/oqy5aexb/production/6083e5e5dfe662de32cbb38b363fd3b4bb6e7d14-2048x600.png?w=2000&amp;q=80&amp;fit=max&amp;auto=format"/></span><figcaption class="text-sm text-gray-500 text-center font-normal">Our monitoring probes failed briefly for Sydney and Frankfurt</figcaption></figure><p class="">At 08:19 UTC service was fully restored, with no evidence that there was a long tail of failed requests. We’re still working with our provider to understand better why these two regions were so heavily affected vs others, given these regions are non-US based.</p><h2 id="on-call-notifications-were-delayed" class=""><a class="heading-link" href="#on-call-notifications-were-delayed"><span class="icon icon-link"></span></a>On-call notifications were delayed</h2><p class="">Our telecom provider had an outage between 07:20 and 09:26 UTC, which delayed on-call notification delivery via SMS messages and phone calls.</p><p class="">Crucially, unexpected dependencies impacted several of our standard incident response options (discussed below) as well as other notification methods including Email, Slack, APNS (Apple Push Notifications) and push notifications on Android - something which shouldn’t have been possible.</p><h3 id="initial-response" class=""><a class="heading-link" href="#initial-response"><span class="icon icon-link"></span></a>Initial response</h3><p class="">At 07:21 UTC, one of our on-call engineers was paged due to high error rates sending SMS messages and making phone calls. Shortly after, our provider confirmed the impact via their own status page.</p><p class="">Since on-call notifications are one of the most critical parts of our product, the incident was immediately escalated to the highest severity and the rest of the on-call team were paged to assist.</p><p class="">It was immediately clear the failing telecom requests, combined with our client retry mechanisms were resulting in notification jobs taking up to 30s to process.</p><figure class=""><span class="relative overflow-hidden block align-top"><img alt="" data-zoom-src="https://cdn.sanity.io/images/oqy5aexb/production/14ff5934facb69f46f9de8209b198f23d333cc10-1754x312.png?q=85&amp;auto=format" loading="lazy" width="1754" height="312" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" src="https://cdn.sanity.io/images/oqy5aexb/production/14ff5934facb69f46f9de8209b198f23d333cc10-1754x312.png?w=2000&amp;q=80&amp;fit=max&amp;auto=format"/></span><figcaption class="text-sm text-gray-500 text-center font-normal">Exponential retry from the HTTP client making requests to our third-party</figcaption></figure><p class="">At 60x their normal duration, combined with up to 30x normal load, this was causing the notification queue to gradually increase in length. This impacted more than just SMS and phone notifications as the senders were sharing capacity between notification queues.</p><h3 id="removing-sms-and-phone-notifications-from-the-queue" class=""><a class="heading-link" href="#removing-sms-and-phone-notifications-from-the-queue"><span class="icon icon-link"></span></a>Removing SMS and phone notifications from the queue</h3><p class="">Within 10 minutes of the first page, we had two PRs ready to merge, one that would temporarily no-op SMS and phone notifications during the outage, and another that would split the queues to ensure different notification types were handled by isolated worker pools.</p><p class="">Making it fast to deploy code changes like this is a cornerstone of our reliability strategy, allowing us to roll forward quickly. Once merged, it takes just 3 minutes for a change to release into production, so we expected a deployment would quickly resolve the issue.</p><p class="">Sadly, this was not the case. Our deployment pipeline failed, with the following error:</p><pre class="refractor language-text"><code class="language-text">golang:1.24.9-alpine:
failed to resolve source metadata for docker.io/library/golang:1.24.9-alpine:
unexpected status from HEAD request to https://registry-1.docker.io/v2/library/golang/manifests/1.24.9-alpine:
500 Internal Server Error</code></pre><p class="">We use Google Container Registry to host our built docker images, which wasn’t impacted by the AWS outage at all, so we were surprised to see failures. We quickly realised however, that the issue actually lay with our base image:</p><figure class=""><span class="relative overflow-hidden block align-top"><img alt="" data-zoom-src="https://cdn.sanity.io/images/oqy5aexb/production/828a70ff7eb24b2b166c91553338133b685c66ec-722x286.png?q=85&amp;auto=format" loading="lazy" width="722" height="286" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" src="https://cdn.sanity.io/images/oqy5aexb/production/828a70ff7eb24b2b166c91553338133b685c66ec-722x286.png?w=2000&amp;q=80&amp;fit=max&amp;auto=format"/></span><figcaption class="text-sm text-gray-500 text-center font-normal">Spot the dependency on AWS. Regrettably, we hadn’t noticed it either. </figcaption></figure><p class="">Crucially, this resolved to a Docker registry image, and Docker runs their registry on AWS. Our build system needed access to a base image to unblock code changes, and we started working through a number of options.</p><p class="">First we reconfigured our container build to use <a href="http://mirror.gcr.io" target="_blank" rel="noopener noreferrer" class=""><code>mirror.gcr.io</code></a> so we could fetch the base image from Google’s Docker mirror. This deployment change triggered a restart of our Buildkite containers, which couldn&#x27;t start: they <strong>also</strong> needed access to Docker registry images.</p><p class="">We tried disabling auto-scaling and purged newer VMs from our Kubernetes cluster. Our hope was that the new Buildkite pods would be allocated to the old VMs, and be able to use their local image cache instead of going via the Docker registry. However, the daemon still made (failing) HEAD requests to Docker, even for cached images.</p><p class="">We tried to find suitable replacement image from other registries including Google Artifact Registry. Unfortunately we were unable to find an image which was verified (i.e: built by a known and trusted authority), up-to-date (i.e: included recent security fixes) and suitable (i.e: providing all the libraries and tools our build needed).</p><p class="">Ultimately, it wasn’t until Docker Hub partially recovered at 09:45 UTC that we were able to capture a base image and get our deployment pipeline working again.</p><p class="">We&#x27;ve already removed this dependency and reworked our deployment pipeline to be entirely self sufficient and based within GCP.</p><h3 id="scaling-our-kubernetes-deployments" class=""><a class="heading-link" href="#scaling-our-kubernetes-deployments"><span class="icon icon-link"></span></a>Scaling our Kubernetes deployments</h3><p class="">After realising deployments were broken very early on, we set several other teams to work on taking alternative strategies to clear the backlog.</p><p class="">Given its criticality, we have a Kubernetes deployment tasked exclusively with running our escalation and notification system. The obvious first step was to scale up this deployment, as it would add capacity and allow us to clear the queue faster. So, that’s what we did.</p><figure class=""><span class="relative overflow-hidden block align-top"><img alt="" data-zoom-src="https://cdn.sanity.io/images/oqy5aexb/production/591732bea7d9723db921970e3d8e61f12a950230-2598x1482.png?q=85&amp;auto=format" loading="lazy" width="2598" height="1482" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" src="https://cdn.sanity.io/images/oqy5aexb/production/591732bea7d9723db921970e3d8e61f12a950230-2598x1482.png?w=2000&amp;q=80&amp;fit=max&amp;auto=format"/></span><figcaption class="text-sm text-gray-500 text-center font-normal">Escalation worker capacity during the incident</figcaption></figure><p class="">You can see us adding replicas at 07:52 and 08:04 UTC, but due to the large amount of activity from the AWS outage, this system was already under atypical load.</p><p class="">The red shows the time spent by our workers acquiring escalations from our queue, where acquisition had began to represent a substantial amount of the total worker capacity. This acquisition is intended to be essentially ‘free’, and should be showing as no more than ~3% of this chart. During the incident it had crept-up to almost ~50% of available worker capacity.</p><p class="">Looking closer, we realised the burst of escalations combined with notification processing becoming slower had meant we had many escalation rows that we were now fetching and updating frequently. The index Postgres uses to find the next available escalation to work was filling with dead tuples, and as tuple visibility isn’t present in Postgres indexes, it was forced to scan old rows before finding the next escalation candidate.</p><p class="">This meant two things:</p><ul><li>Increasing our capacity to work escalations did not result in a net increase in escalation throughput (in fact, it <strong><em>decreased</em></strong> throughput)</li><li>Acquisition had now become very expensive, so adding workers also increased pressure on our database</li></ul><p class="">We managed to combat acquisition cost by decreasing our autovacuum thresholds and changing our escalation acquisition logic to avoid this type of churn.</p><p class="">These fixes mean we won’t be affected by this problem again, but the deployment pipeline issues meant we only released them to production late in the incident. Thankfully by this time, the earlier deployment fixes had been applied and so notifications had been stable for a while (albeit more expensive to process than they should be).</p><h3 id="redirecting-notifications-using-our-internal-traffic-management-tool" class=""><a class="heading-link" href="#redirecting-notifications-using-our-internal-traffic-management-tool"><span class="icon icon-link"></span></a>Redirecting notifications using our internal traffic management tool</h3><p class="">Another team focussed their attention on controlling the notification volumes using our custom-built rate-limiter (called <code>traffic</code>). It&#x27;s designed for exactly this situation, where the app is under pressure, we can’t deploy code, and our normal feature flags may not be operable.</p><p class="">We set the limits for phone and SMS notifications to 0 and waited. Soon after, the CLI had successfully applied the limits, but only to a subset. On investigation, we found that a recent usability improvement resulted in limits only being applied to the top 10 organisations by traffic volumes.</p><p class="">This was unexpected and unfortunately, the deployment pipeline being down as outlined above, meant we were unable to revert the change until our deployment pipeline was back up (at which point, the issue was immediately resolved).</p><h2 id="what-we-learned-and-next-steps" class=""><a class="heading-link" href="#what-we-learned-and-next-steps"><span class="icon icon-link"></span></a>What we learned and next steps</h2><p class="">For outages like this, where so many products and services end up having issues at once, there are always a lot of lessons to be learned.</p><p class="">One key theme we’re hearing from many people this week, and is reflected in our own experience, is how easily third party provider risk can run much deeper than you expect, and even with numerous safeguards and playbooks in place, can still make failure modes incredibly tricky to predict.</p><p class="">While we <a href="https://incident.io/blog/game-day" target="_blank" rel="noopener noreferrer" class="">regularly run game-days</a> and pressure test our systems, nothing quite comes close to replicating the unpredictable cascade of infrastructure, upstream and downstream failures that a high profile cloud provider outage of this magnitude generates.</p><p class="">We’ve already taken a lot of lessons from this, and have applied many of them to prevent a situation like this from occurring again. Things we have already done so far include:</p><ul><li>On deployments:<ul><li>Removed the implicit dependency on Docker Hub and consolidated all direct and transitive build and deployment dependencies</li></ul></li><li>On Scribe<ul><li>We added full region switching capabilities via the third-party provider to allow us to react better to regional failures. We&#x27;ll also be looking at making failure modes much clearer.</li></ul></li><li>On telecoms redundancy<ul><li>Ensuring we have multiple providers in different clouds and regions was already on our roadmap and is currently being actively worked on. The timing here was therefore particularly painful, but we&#x27;ll ensure this gets even more focus in the short term, and is rolled out as soon as possible.</li></ul></li><li>On escalations:<ul><li>We optimised escalation acquisition to reduce table churn (lowering dead tuples) and put more sensitive alerting thresholds in place</li><li>We applied aggressive autovacuum settings to prevent dead tuple build-up</li><li>We split worker capacity for notification sending from the escalation worker system and segmented all notification senders by provider</li><li>We reviewed capacity posture and have pre-emptively scaled several of our deployments to better handle burst traffic for &quot;AWS us-east-1 outage&quot; scale</li></ul></li></ul><p class="">In addition to the above, we&#x27;re continue to review our response and systems in more depth and make further improvements over the next few weeks.</p><p class="">We’ve shared this write-up to explain how we were impacted by the outage, and hope some of the lessons we’ve learned can be useful for others.</p><p class="">However, we also know that this write-up and the steps we’ve taken can’t make up for the fact we ultimately could still have done a better job for customers on Monday, and we’re really sorry for the disruption.</p><p class="">If you have any questions, please do reach out to <a href="mailto:support@incident.io" target="_blank" rel="noopener noreferrer" class="">support@incident.io</a>, or directly to me via <a href="mailto:pete@incident.io" target="_blank" rel="noopener noreferrer" class="">pete@incident.io</a>.</p><p class="">---</p><p class=""><em>Update: We optimised for getting our original report out quickly. At the time, our investigation into Status Pages was ongoing. Once complete, a section detailing our findings was added on 27/10/25.</em></p></div><div class="flex justify-between"><div class="flex gap-3"></div><div class="flex gap-6"><button title="Bluesky" class="relative"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 576 512" class="shrink-0 size-6 text-content-primary transition-colors hover:text-alarmalade-500"><path fill="currentColor" d="M407.8 294.7c-3.3-.4-6.7-.8-10-1.3 3.4.4 6.7.9 10 1.3M288 227.1c-26.1-50.7-97.1-145.2-163.1-191.8C61.6-9.4 37.5-1.7 21.6 5.5 3.3 13.8 0 41.9 0 58.4S9.1 194 15 213.9c19.5 65.7 89.1 87.9 153.2 80.7 3.3-.5 6.6-.9 10-1.4-3.3.5-6.6 1-10 1.4-93.9 14-177.3 48.2-67.9 169.9C220.6 589.1 265.1 437.8 288 361.1c22.9 76.7 49.2 222.5 185.6 103.4 102.4-103.4 28.1-156-65.8-169.9-3.3-.4-6.7-.8-10-1.3 3.4.4 6.7.9 10 1.3 64.1 7.1 133.6-15.1 153.2-80.7C566.9 194 576 75 576 58.4s-3.3-44.7-21.6-52.9c-15.8-7.1-40-14.9-103.2 29.8C385.1 81.9 314.1 176.4 288 227.1"></path></svg></button><button title="LinkedIn" class="relative"><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 20 20" class="shrink-0 size-6 text-content-primary transition-colors hover:text-alarmalade-500"><path fill="currentColor" d="M0 1.43C0 .648.664 0 1.484 0h17.032C19.336 0 20 .64 20 1.43v17.14c0 .782-.664 1.43-1.484 1.43H1.484C.664 20 0 19.36 0 18.57z"></path><path fill="#fff" d="M6.078 16.734v-9H3.086v9zM4.586 6.5c1.04 0 1.688-.687 1.688-1.555-.016-.883-.649-1.554-1.664-1.554-1.024 0-1.696.672-1.696 1.562 0 .86.649 1.555 1.656 1.555h.016zm3.149 10.234h2.992V11.72c0-.274.023-.547.101-.735.211-.53.703-1.093 1.532-1.093 1.085 0 1.515.828 1.515 2.03v4.821h3v-5.156c0-2.766-1.476-4.063-3.437-4.063a2.98 2.98 0 0 0-2.72 1.524h.017V7.734h-3c.039.844 0 9 0 9"></path></svg></button><button title="X" class="relative"><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 20 20" class="shrink-0 size-6 text-content-primary transition-colors hover:text-alarmalade-500"><path fill="currentColor" d="M15.751.729h3.067l-6.7 7.766L20 19.062h-6.172l-4.833-6.409-5.531 6.41H.394l7.167-8.307L0 .729h6.328l4.37 5.858zm-1.076 16.472h1.7L5.404 2.493H3.58z"></path></svg></button><button title="Reddit" class="relative"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 512 512" class="shrink-0 size-6 text-content-primary transition-colors hover:text-alarmalade-500"><path fill="currentColor" d="M0 256C0 114.6 114.6 0 256 0s256 114.6 256 256-114.6 256-256 256H37.1c-13.7 0-20.5-16.5-10.9-26.2L75 437C28.7 390.7 0 326.7 0 256m349.6-102.4c23.6 0 42.7-19.1 42.7-42.7s-19.1-42.7-42.7-42.7c-20.6 0-37.8 14.6-41.8 34-34.5 3.7-61.4 33-61.4 68.4v.2c-37.5 1.6-71.8 12.3-99 29.1-10.1-7.8-22.8-12.5-36.5-12.5-33 0-59.8 26.8-59.8 59.8 0 24 14.1 44.6 34.4 54.1 2 69.4 77.6 125.2 170.6 125.2s168.7-55.9 170.6-125.3c20.2-9.6 34.1-30.2 34.1-54 0-33-26.8-59.8-59.8-59.8-13.7 0-26.3 4.6-36.4 12.4-27.4-17-62.1-27.7-100-29.1v-.2c0-25.4 18.9-46.5 43.4-49.9 4.4 18.8 21.3 32.8 41.5 32.8zm-172.5 93.3c16.7 0 29.5 17.6 28.5 39.3s-13.5 29.6-30.3 29.6-31.4-8.8-30.4-30.5S160.3 247 177 247zm190.1 38.3c1 21.7-13.7 30.5-30.4 30.5s-29.3-7.9-30.3-29.6 11.8-39.3 28.5-39.3 31.2 16.6 32.1 38.3zm-48.1 56.7c-10.3 24.6-34.6 41.9-63 41.9s-52.7-17.3-63-41.9c-1.2-2.9.8-6.2 3.9-6.5 18.4-1.9 38.3-2.9 59.1-2.9s40.7 1 59.1 2.9c3.1.3 5.1 3.6 3.9 6.5"></path></svg></button></div></div><div class="p-8 bg-white border border-stroke-primary rounded-lg flex flex-col gap-4 flame-background lg:flex-row"><div class="flex-1 flex flex-col gap-4 justify-between flex-grow items-center lg:flex-row"><div class="flex gap-4 items-center"><span class="relative overflow-hidden block align-top w-25 h-25 rounded-full object-cover ring-1 ring-inset ring-black/10"><img alt="Picture of Pete Hamilton" loading="lazy" width="250" height="250" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F4884ed999f884514b6fc1571af01407f7c78c286-512x512.png%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F4884ed999f884514b6fc1571af01407f7c78c286-512x512.png%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=640&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F4884ed999f884514b6fc1571af01407f7c78c286-512x512.png%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=640&amp;q=75"/></span><div class="text-pretty"><div class="text-content-primary text-body-emphasis">Pete Hamilton</div><div class="text-alarmalade-600 text-body-xs">Co-Founder &amp; CTO</div></div></div><a class="relative inline-flex gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] border border-stroke-primary hover:border-stroke-hover text-content-primary dark:text-white text-body-emphasis h-[41px] px-4 py-2 max-sm:w-full" href="/blog/author/pete">View more<!-- --> <span class="hidden sm:inline">from <!-- -->Pete</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 16 16" fill="none" class="transition ease-in-out inline-block size-5 group-hover/button:translate-x-1"><path d="M12.8 8.59965H3.00002C2.66882 8.59965 2.40002 8.33085 2.40002 7.99965C2.40002 7.66845 2.66882 7.39965 3.00002 7.39965H12.8C13.1312 7.39965 13.4 7.66845 13.4 7.99965C13.4 8.33085 13.1312 8.59965 12.8 8.59965Z" fill="currentColor"></path><path d="M9.60002 11.9996C9.53122 11.9996 9.46082 11.9876 9.39202 11.9628C9.08082 11.8476 8.92242 11.5028 9.03682 11.1924C9.66242 9.49645 10.7328 8.53005 11.5816 8.00045C10.7328 7.47085 9.66322 6.50445 9.03682 4.80845C8.92162 4.49725 9.08082 4.15245 9.39202 4.03805C9.70322 3.92125 10.048 4.08285 10.1624 4.39325C11.0656 6.84205 13.0656 7.39805 13.1496 7.42045C13.4144 7.49085 13.5992 7.73085 13.5976 8.00365C13.596 8.27725 13.412 8.51565 13.1464 8.58285C13.0648 8.60445 11.0656 9.16045 10.1624 11.6092C10.0728 11.8516 9.84402 12.0012 9.59922 12.0012L9.60002 11.9996Z" fill="currentColor"></path></svg></a></div></div></div></section><section class="flex flex-col gap-6"><div class="flex flex-col md:flex-row justify-between gap-4"><h2 class="text-h3">See related articles</h2><a class="relative gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] bg-surface-secondary hover:bg-surface-tertiary active:bg-surface-quaternary text-content-primary text-body-emphasis h-[41px] px-4 py-2 hidden md:block" href="/blog">View all<svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 16 16" fill="none" class="transition ease-in-out inline-block size-5 group-hover/button:translate-x-1"><path d="M12.8 8.59965H3.00002C2.66882 8.59965 2.40002 8.33085 2.40002 7.99965C2.40002 7.66845 2.66882 7.39965 3.00002 7.39965H12.8C13.1312 7.39965 13.4 7.66845 13.4 7.99965C13.4 8.33085 13.1312 8.59965 12.8 8.59965Z" fill="currentColor"></path><path d="M9.60002 11.9996C9.53122 11.9996 9.46082 11.9876 9.39202 11.9628C9.08082 11.8476 8.92242 11.5028 9.03682 11.1924C9.66242 9.49645 10.7328 8.53005 11.5816 8.00045C10.7328 7.47085 9.66322 6.50445 9.03682 4.80845C8.92162 4.49725 9.08082 4.15245 9.39202 4.03805C9.70322 3.92125 10.048 4.08285 10.1624 4.39325C11.0656 6.84205 13.0656 7.39805 13.1496 7.42045C13.4144 7.49085 13.5992 7.73085 13.5976 8.00365C13.596 8.27725 13.412 8.51565 13.1464 8.58285C13.0648 8.60445 11.0656 9.16045 10.1624 11.6092C10.0728 11.8516 9.84402 12.0012 9.59922 12.0012L9.60002 11.9996Z" fill="currentColor"></path></svg></a></div><div class="grid grid-cols-1 md:grid-cols-2 lg:grid-cols-3 gap-8 md:gap-4"><a id="96c39cdc-e0c8-4ab5-833a-a0b3ddcfb262" class="group flex flex-col" href="/blog/introducing-investigations-powered-by-nexus"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&amp;_img]:transition-all [&amp;_img]:rounded-lg group-hover:[&amp;_img]:rounded"><img alt="Introducing Investigations, powered by Nexus." loading="lazy" width="2400" height="1285" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ffe5cc8a5e40649335c29265f6d423361338262f8-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 1x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ffe5cc8a5e40649335c29265f6d423361338262f8-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Introducing Investigations, powered by Nexus.</h3><p class="text-body-sm line-clamp-2">Today we&#x27;re launching Investigations: agentic root cause analysis that starts the moment you&#x27;re paged, figures out what broke and why, and works with your team through to resolution. Here&#x27;s what we built, what&#x27;s powering it, and why it took some time to get right.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Pete Hamilton" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F4884ed999f884514b6fc1571af01407f7c78c286-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F4884ed999f884514b6fc1571af01407f7c78c286-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F4884ed999f884514b6fc1571af01407f7c78c286-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">Pete Hamilton</span></span></div><div class="text-body-sm text-content-secondary">August 5, 2026</div></div></div></a><a id="651de2c6-9c54-4c87-9ddd-0a7f5a01f0ad" class="group flex flex-col" href="/blog/fact-checking-pager-dutys-opsgenie-alternatives-comparison-table"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&amp;_img]:transition-all [&amp;_img]:rounded-lg group-hover:[&amp;_img]:rounded"><img alt="Fact-checking PagerDuty&#x27;s Opsgenie alternatives comparison table" loading="lazy" width="2400" height="1285" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ff159625bf31292b9bc4aec061f1c4962f67575d8-2400x1285.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 1x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ff159625bf31292b9bc4aec061f1c4962f67575d8-2400x1285.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Fact-checking PagerDuty&#x27;s Opsgenie alternatives comparison table</h3><p class="text-body-sm line-clamp-2">PagerDuty published a new comparison table about incident.io. Once again, it describes a product we don&#x27;t recognize. So once again, we&#x27;re correcting the record, row by row, with receipts.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Tom Wentworth" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">Tom Wentworth</span></span></div><div class="text-body-sm text-content-secondary">July 28, 2026</div></div></div></a><a id="9a857ba5-4802-4914-824c-4d39edf3d2bc" class="group flex flex-col" href="/blog/introducing-the-opsgenie-rescue-program"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&amp;_img]:transition-all [&amp;_img]:rounded-lg group-hover:[&amp;_img]:rounded"><img alt="Your genie is vanishing: introducing the Opsgenie rescue program" loading="lazy" width="2000" height="1125" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F99b4ca44ffdb44a3f5ebac2d9e18dd8044cf3967-2000x1125.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=2048&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F99b4ca44ffdb44a3f5ebac2d9e18dd8044cf3967-2000x1125.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F99b4ca44ffdb44a3f5ebac2d9e18dd8044cf3967-2000x1125.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Your genie is vanishing: introducing the Opsgenie rescue program</h3><p class="text-body-sm line-clamp-2">Today, we&#x27;re launching the Opsgenie Rescue Program to make that landing soft: simplified migration and free overlap so you never pay two vendors at once.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Tom Wentworth" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">Tom Wentworth</span></span></div><div class="text-body-sm text-content-secondary">July 9, 2026</div></div></div></a></div><a class="relative inline-flex gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] bg-surface-secondary hover:bg-surface-tertiary active:bg-surface-quaternary text-content-primary text-body-emphasis h-[41px] px-4 py-2 md:hidden" href="/blog">View all<svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 16 16" fill="none" class="transition ease-in-out inline-block size-5 group-hover/button:translate-x-1"><path 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1.95 2.021 3.847 3.05 5.762.177.33.392.638.664 1.078.278-.285.499-.494.699-.72q.608-.78 1.305-1.48c.858-.759 1.837-.509 2.286.547q.232.598.343 1.228a66 66 0 0 1 1.509 12.259c.016.812-.048 1.604-.622 2.224-1.29.273-2.019-.428-2.559-1.393-.596-1.065-1.132-2.164-1.763-3.378-.626.854-1.217 1.63-1.773 2.43-.332.479-.651 1.009-1.315.902-.741-.12-1.103-.694-1.26-1.383-.337-1.48-.658-2.961-.98-4.444-.643-2.962-1.302-5.921-1.915-8.89a31 31 0 0 1-.555-3.632c-.045-.521.21-1.067.329-1.6z"></path><defs><clipPath id="server-racks_svg__a"><path fill="#fff" d="M48.644 83.479c0-9.395 7.616-17.012 17.01-17.012h102.878v79.386H48.644z"></path></clipPath><clipPath id="server-racks_svg__b"><path fill="#fff" d="m185.411 28.395 59.945 103.826-32.271 18.632L153.14 47.026z"></path></clipPath></defs></svg><h2 class="text-h3 md:text-h2 text-balance max-w-[588px]">So good, you’ll break things on purpose</h2><p class="text-body md:text-body-lg max-w-[588px]">Ready for modern incident management? Book a call with one of our experts today.</p></div><div class="flex gap-4 flex-col lg:flex-row lg:gap-4"><div class="basis-1/2"><img alt="Signup image" loading="lazy" width="1176" height="641" decoding="async" data-nimg="1" class="w-full h-full object-cover rounded-lg" style="color:transparent" srcSet="/_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=1200&amp;q=75 1x, /_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=3840&amp;q=75 2x" src="/_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=3840&amp;q=75"/></div><div class="basis-1/2 flex flex-col gap-6 bg-surface-secondary rounded-lg p-6"><div class="grow"><h3 class="text-body-emphasis mb-2">We’d love to talk to you about</h3><ul class="flex flex-col gap-2 text-body-serif grow"><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>All-in-one incident management</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>Our unmatched speed of deployment</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>Why we’re loved by users and easily adopted</li><li class="flex 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Provider metrics confirmed this and also that all other regions were unaffected.\"}],\"markDefs\":[{\"_key\":\"4f136eef668c\",\"_type\":\"link\",\"href\":\"https://github.com/prometheus/blackbox_exporter\"}],\"style\":\"normal\"},{\"_key\":\"b143634676a1\",\"_type\":\"image\",\"alignment\":\"center\",\"asset\":{\"_ref\":\"image-6083e5e5dfe662de32cbb38b363fd3b4bb6e7d14-2048x600-png\",\"_type\":\"reference\"},\"bgFrame\":\"none\",\"caption\":\"Our monitoring probes failed briefly for Sydney and Frankfurt\",\"markDefs\":null},{\"_key\":\"6393ca85ec98\",\"_type\":\"block\",\"children\":[{\"_key\":\"e44a9a706015\",\"_type\":\"span\",\"marks\":[],\"text\":\"At 08:19 UTC service was fully restored, with no evidence that there was a long tail of failed requests. 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Shortly after, our provider confirmed the impact via their own status page.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"75c6f3aa0390\",\"_type\":\"block\",\"children\":[{\"_key\":\"78442295dd11\",\"_type\":\"span\",\"marks\":[],\"text\":\"Since on-call notifications are one of the most critical parts of our product, the incident was immediately escalated to the highest severity and the rest of the on-call team were paged to assist.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"404e37fcd5b1\",\"_type\":\"block\",\"children\":[{\"_key\":\"2d0077c303c0\",\"_type\":\"span\",\"marks\":[],\"text\":\"It was immediately clear the failing telecom requests, combined with our client retry mechanisms were resulting in notification jobs taking up to 30s to process.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c01f4338423e\",\"_type\":\"image\",\"alignment\":\"center\",\"asset\":{\"_ref\":\"image-14ff5934facb69f46f9de8209b198f23d333cc10-1754x312-png\",\"_type\":\"reference\"},\"bgFrame\":\"none\",\"caption\":\"Exponential retry from the HTTP client making requests to our third-party\",\"description\":\"Application performance trace showing HTTP requests to the telecom third-party taking 33 seconds total, with nested operations including traffic.BucketTake (485μs) and six HTTP POST requests with error indicators, ranging from 1.7 to 11.1 seconds each, demonstrating exponential backoff.\",\"markDefs\":null},{\"_key\":\"99c78c2584da\",\"_type\":\"block\",\"children\":[{\"_key\":\"5fcae5af83a4\",\"_type\":\"span\",\"marks\":[],\"text\":\"At 60x their normal duration, combined with up to 30x normal load, this was causing the notification queue to gradually increase in length. This impacted more than just SMS and phone notifications as the senders were sharing capacity between notification queues.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"fd4e0fdd1986\",\"_type\":\"block\",\"children\":[{\"_key\":\"405dce94faea\",\"_type\":\"span\",\"marks\":[],\"text\":\"Removing SMS and phone notifications from the queue\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-removing-sms-and-phone-notifications-from-the-queue\",\"slug\":\"removing-sms-and-phone-notifications-from-the-queue\"}],\"style\":\"h3\"},{\"_key\":\"8566bdaed76f\",\"_type\":\"block\",\"children\":[{\"_key\":\"8a85f1663f99\",\"_type\":\"span\",\"marks\":[],\"text\":\"Within 10 minutes of the first page, we had two PRs ready to merge, one that would temporarily no-op SMS and phone notifications during the outage, and another that would split the queues to ensure different notification types were handled by isolated worker pools.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"6967e1eff1b8\",\"_type\":\"block\",\"children\":[{\"_key\":\"4fe4a46414a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Making it fast to deploy code changes like this is a cornerstone of our reliability strategy, allowing us to roll forward quickly. Once merged, it takes just 3 minutes for a change to release into production, so we expected a deployment would quickly resolve the issue.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"cfdb1ff5ddc1\",\"_type\":\"block\",\"children\":[{\"_key\":\"a074ad5d8fb5\",\"_type\":\"span\",\"marks\":[],\"text\":\"Sadly, this was not the case. Our deployment pipeline failed, with the following error:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"37917b2581a2\",\"_type\":\"code\",\"code\":\"golang:1.24.9-alpine:\\n failed to resolve source metadata for docker.io/library/golang:1.24.9-alpine:\\n unexpected status from HEAD request to https://registry-1.docker.io/v2/library/golang/manifests/1.24.9-alpine:\\n 500 Internal Server Error\",\"markDefs\":null},{\"_key\":\"a651ed182825\",\"_type\":\"block\",\"children\":[{\"_key\":\"f9fffc260c47\",\"_type\":\"span\",\"marks\":[],\"text\":\"We use Google Container Registry to host our built docker images, which wasn’t impacted by the AWS outage at all, so we were surprised to see failures. We quickly realised however, that the issue actually lay with our base image:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"fadf06bd04ab\",\"_type\":\"image\",\"alignment\":\"center\",\"asset\":{\"_ref\":\"image-828a70ff7eb24b2b166c91553338133b685c66ec-722x286-png\",\"_type\":\"reference\"},\"bgFrame\":\"none\",\"caption\":\"Spot the dependency on AWS. Regrettably, we hadn’t noticed it either. \",\"description\":\"Dockerfile \\\"FROM\\\" directive pointing to \\\"golang:1.24.9-alpine\\\"\",\"markDefs\":null},{\"_key\":\"bbede037d0d6\",\"_type\":\"block\",\"children\":[{\"_key\":\"3cce39ddef06\",\"_type\":\"span\",\"marks\":[],\"text\":\"Crucially, this resolved to a Docker registry image, and Docker runs their registry on AWS. Our build system needed access to a base image to unblock code changes, and we started working through a number of options.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a8052fac728b\",\"_type\":\"block\",\"children\":[{\"_key\":\"265a54a3889c\",\"_type\":\"span\",\"marks\":[],\"text\":\"First we reconfigured our container build to use \"},{\"_key\":\"439b0437e2df\",\"_type\":\"span\",\"marks\":[\"d6abe6dc2722\",\"code\"],\"text\":\"mirror.gcr.io\"},{\"_key\":\"cb58e23ce806\",\"_type\":\"span\",\"marks\":[],\"text\":\" so we could fetch the base image from Google’s Docker mirror. This deployment change triggered a restart of our Buildkite containers, which couldn't start: they \"},{\"_key\":\"6a6d2965b6b5\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"also\"},{\"_key\":\"06df6fb68b33\",\"_type\":\"span\",\"marks\":[],\"text\":\" needed access to Docker registry images.\"}],\"markDefs\":[{\"_key\":\"d6abe6dc2722\",\"_type\":\"link\",\"href\":\"http://mirror.gcr.io\"}],\"style\":\"normal\"},{\"_key\":\"18132db275fa\",\"_type\":\"block\",\"children\":[{\"_key\":\"4d474f210210\",\"_type\":\"span\",\"marks\":[],\"text\":\"We tried disabling auto-scaling and purged newer VMs from our Kubernetes cluster. Our hope was that the new Buildkite pods would be allocated to the old VMs, and be able to use their local image cache instead of going via the Docker registry. However, the daemon still made (failing) HEAD requests to Docker, even for cached images.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"79eac6db3f0f\",\"_type\":\"block\",\"children\":[{\"_key\":\"0a79d70626f5\",\"_type\":\"span\",\"marks\":[],\"text\":\"We tried to find suitable replacement image from other registries including Google Artifact Registry. Unfortunately we were unable to find an image which was verified (i.e: built by a known and trusted authority), up-to-date (i.e: included recent security fixes) and suitable (i.e: providing all the libraries and tools our build needed).\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"416708fda6e8\",\"_type\":\"block\",\"children\":[{\"_key\":\"9ac47eff3850\",\"_type\":\"span\",\"marks\":[],\"text\":\"Ultimately, it wasn’t until Docker Hub partially recovered at 09:45 UTC that we were able to capture a base image and get our deployment pipeline working again.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e364cd5d92a6\",\"_type\":\"block\",\"children\":[{\"_key\":\"53881afbf205\",\"_type\":\"span\",\"marks\":[],\"text\":\"We've already removed this dependency and reworked our deployment pipeline to be entirely self sufficient and based within GCP.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4c1965bce02a\",\"_type\":\"block\",\"children\":[{\"_key\":\"17d346187422\",\"_type\":\"span\",\"marks\":[],\"text\":\"Scaling our Kubernetes deployments\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-scaling-our-kubernetes-deployments\",\"slug\":\"scaling-our-kubernetes-deployments\"}],\"style\":\"h3\"},{\"_key\":\"ba91dc7ec9d0\",\"_type\":\"block\",\"children\":[{\"_key\":\"884dfeb0fb53\",\"_type\":\"span\",\"marks\":[],\"text\":\"After realising deployments were broken very early on, we set several other teams to work on taking alternative strategies to clear the backlog.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2479681d3550\",\"_type\":\"block\",\"children\":[{\"_key\":\"8f3f980a7499\",\"_type\":\"span\",\"marks\":[],\"text\":\"Given its criticality, we have a Kubernetes deployment tasked exclusively with running our escalation and notification system. The obvious first step was to scale up this deployment, as it would add capacity and allow us to clear the queue faster. So, that’s what we did.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"8b9ffe0e2880\",\"_type\":\"image\",\"alignment\":\"center\",\"asset\":{\"_ref\":\"image-591732bea7d9723db921970e3d8e61f12a950230-2598x1482-png\",\"_type\":\"reference\"},\"bgFrame\":\"none\",\"caption\":\"Escalation worker capacity during the incident\",\"description\":\"Stacked area chart showing worker capacity (Executor) from 08:00 to 09:10 UTC. Total capacity (black line) scales from ~6-8 workers to ~12 workers at 08:52, then ~15 workers at 09:04. Green area shows actual work, while red area shows time spent acquiring escalations from queue. Red area grows from ~30% to ~50% of capacity during the incident, indicating workers spending most of their time on queue acquisition rather than productive work.\",\"markDefs\":null},{\"_key\":\"8af9cdff6c84\",\"_type\":\"block\",\"children\":[{\"_key\":\"987055eb4dc4\",\"_type\":\"span\",\"marks\":[],\"text\":\"You can see us adding replicas at 07:52 and 08:04 UTC, but due to the large amount of activity from the AWS outage, this system was already under atypical load.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7bb252c40991\",\"_type\":\"block\",\"children\":[{\"_key\":\"6233a25883cd\",\"_type\":\"span\",\"marks\":[],\"text\":\"The red shows the time spent by our workers acquiring escalations from our queue, where acquisition had began to represent a substantial amount of the total worker capacity. This acquisition is intended to be essentially ‘free’, and should be showing as no more than ~3% of this chart. During the incident it had crept-up to almost ~50% of available worker capacity.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5c2e1e9bf93a\",\"_type\":\"block\",\"children\":[{\"_key\":\"294f98c18812\",\"_type\":\"span\",\"marks\":[],\"text\":\"Looking closer, we realised the burst of escalations combined with notification processing becoming slower had meant we had many escalation rows that we were now fetching and updating frequently. The index Postgres uses to find the next available escalation to work was filling with dead tuples, and as tuple visibility isn’t present in Postgres indexes, it was forced to scan old rows before finding the next escalation candidate.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5419d254cf34\",\"_type\":\"block\",\"children\":[{\"_key\":\"7ebffd520e1c\",\"_type\":\"span\",\"marks\":[],\"text\":\"This meant two things:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"36c0e7d9cd21\",\"_type\":\"block\",\"children\":[{\"_key\":\"61ce3c4cdd2b\",\"_type\":\"span\",\"marks\":[],\"text\":\"Increasing our capacity to work escalations did not result in a net increase in escalation throughput (in fact, it \"},{\"_key\":\"b85e2a088b9b\",\"_type\":\"span\",\"marks\":[\"strong\",\"em\"],\"text\":\"decreased\"},{\"_key\":\"b6878d4132f7\",\"_type\":\"span\",\"marks\":[],\"text\":\" throughput)\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d1050a1c8cc2\",\"_type\":\"block\",\"children\":[{\"_key\":\"1cc0738bfaf7\",\"_type\":\"span\",\"marks\":[],\"text\":\"Acquisition had now become very expensive, so adding workers also increased pressure on our database\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f0a3bde74b9a\",\"_type\":\"block\",\"children\":[{\"_key\":\"6f4defcde4cf\",\"_type\":\"span\",\"marks\":[],\"text\":\"We managed to combat acquisition cost by decreasing our autovacuum thresholds and changing our escalation acquisition logic to avoid this type of churn.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4185bb3ce684\",\"_type\":\"block\",\"children\":[{\"_key\":\"cae1c57f19b4\",\"_type\":\"span\",\"marks\":[],\"text\":\"These fixes mean we won’t be affected by this problem again, but the deployment pipeline issues meant we only released them to production late in the incident. Thankfully by this time, the earlier deployment fixes had been applied and so notifications had been stable for a while (albeit more expensive to process than they should be).\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c7094f72e93c\",\"_type\":\"block\",\"children\":[{\"_key\":\"63746e653dd7\",\"_type\":\"span\",\"marks\":[],\"text\":\"Redirecting notifications using our internal traffic management tool\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-redirecting-notifications-using-our-internal-traffic-management-tool\",\"slug\":\"redirecting-notifications-using-our-internal-traffic-management-tool\"}],\"style\":\"h3\"},{\"_key\":\"31b4121c6422\",\"_type\":\"block\",\"children\":[{\"_key\":\"c4191a6d3c69\",\"_type\":\"span\",\"marks\":[],\"text\":\"Another team focussed their attention on controlling the notification volumes using our custom-built rate-limiter (called \"},{\"_key\":\"fb9d4f0f3e08\",\"_type\":\"span\",\"marks\":[\"code\"],\"text\":\"traffic\"},{\"_key\":\"e8b1ec25a21d\",\"_type\":\"span\",\"marks\":[],\"text\":\"). It's designed for exactly this situation, where the app is under pressure, we can’t deploy code, and our normal feature flags may not be operable.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5e8c664ee5d3\",\"_type\":\"block\",\"children\":[{\"_key\":\"b2d9de46d260\",\"_type\":\"span\",\"marks\":[],\"text\":\"We set the limits for phone and SMS notifications to 0 and waited. Soon after, the CLI had successfully applied the limits, but only to a subset. On investigation, we found that a recent usability improvement resulted in limits only being applied to the top 10 organisations by traffic volumes.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d3c560c31d60\",\"_type\":\"block\",\"children\":[{\"_key\":\"7b10bbe6017b\",\"_type\":\"span\",\"marks\":[],\"text\":\"This was unexpected and unfortunately, the deployment pipeline being down as outlined above, meant we were unable to revert the change until our deployment pipeline was back up (at which point, the issue was immediately resolved).\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"75bba618f177\",\"_type\":\"block\",\"children\":[{\"_key\":\"da429104f8b0\",\"_type\":\"span\",\"marks\":[],\"text\":\"What we learned and next steps\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-what-we-learned-and-next-steps\",\"slug\":\"what-we-learned-and-next-steps\"}],\"style\":\"h2\"},{\"_key\":\"6a86721494a9\",\"_type\":\"block\",\"children\":[{\"_key\":\"499df27e98bc\",\"_type\":\"span\",\"marks\":[],\"text\":\"For outages like this, where so many products and services end up having issues at once, there are always a lot of lessons to be learned.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"296ad733a38f\",\"_type\":\"block\",\"children\":[{\"_key\":\"de3c4e13db71\",\"_type\":\"span\",\"marks\":[],\"text\":\"One key theme we’re hearing from many people this week, and is reflected in our own experience, is how easily third party provider risk can run much deeper than you expect, and even with numerous safeguards and playbooks in place, can still make failure modes incredibly tricky to predict.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c720c99bde65\",\"_type\":\"block\",\"children\":[{\"_key\":\"7ec939ced3b5\",\"_type\":\"span\",\"marks\":[],\"text\":\"While we \"},{\"_key\":\"6a0655bd7b1a\",\"_type\":\"span\",\"marks\":[\"efd4a9af542b\"],\"text\":\"regularly run game-days\"},{\"_key\":\"f87e65bd7c00\",\"_type\":\"span\",\"marks\":[],\"text\":\" and pressure test our systems, nothing quite comes close to replicating the unpredictable cascade of infrastructure, upstream and downstream failures that a high profile cloud provider outage of this magnitude generates.\"}],\"markDefs\":[{\"_key\":\"efd4a9af542b\",\"_type\":\"link\",\"autoDownloadFile\":false,\"displayMode\":\"normal\",\"href\":\"https://incident.io/blog/game-day\",\"openInNewWindow\":true}],\"style\":\"normal\"},{\"_key\":\"02e6114dab8a\",\"_type\":\"block\",\"children\":[{\"_key\":\"2520c256b40f\",\"_type\":\"span\",\"marks\":[],\"text\":\"We’ve already taken a lot of lessons from this, and have applied many of them to prevent a situation like this from occurring again. Things we have already done so far include:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f72f693de0c9\",\"_type\":\"block\",\"children\":[{\"_key\":\"aa775d86c01b\",\"_type\":\"span\",\"marks\":[],\"text\":\"On deployments:\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b1c5f4a17dc4\",\"_type\":\"block\",\"children\":[{\"_key\":\"fdf52a42be99\",\"_type\":\"span\",\"marks\":[],\"text\":\"Removed the implicit dependency on Docker Hub and consolidated all direct and transitive build and deployment dependencies\"}],\"level\":2,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3cf319ad7b4c\",\"_type\":\"block\",\"children\":[{\"_key\":\"8279d498e1fd\",\"_type\":\"span\",\"marks\":[],\"text\":\"On Scribe\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9aa7ddd2a83e\",\"_type\":\"block\",\"children\":[{\"_key\":\"7cdccaf7bcaa\",\"_type\":\"span\",\"marks\":[],\"text\":\"We added full region switching capabilities via the third-party provider to allow us to react better to regional failures. We'll also be looking at making failure modes much clearer.\"}],\"level\":2,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5b109ec2aaa3\",\"_type\":\"block\",\"children\":[{\"_key\":\"307d4a98b3f6\",\"_type\":\"span\",\"marks\":[],\"text\":\"On telecoms redundancy\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"52d45a450b4b\",\"_type\":\"block\",\"children\":[{\"_key\":\"3606e1191d17\",\"_type\":\"span\",\"marks\":[],\"text\":\"Ensuring we have multiple providers in different clouds and regions was already on our roadmap and is currently being actively worked on. The timing here was therefore particularly painful, but we'll ensure this gets even more focus in the short term, and is rolled out as soon as possible.\"}],\"level\":2,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9a0e7805b301\",\"_type\":\"block\",\"children\":[{\"_key\":\"33ea87895da1\",\"_type\":\"span\",\"marks\":[],\"text\":\"On escalations:\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b9b7dd5860f4\",\"_type\":\"block\",\"children\":[{\"_key\":\"191037e7ec38\",\"_type\":\"span\",\"marks\":[],\"text\":\"We optimised escalation acquisition to reduce table churn (lowering dead tuples) and put more sensitive alerting thresholds in place\"}],\"level\":2,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c8c956bedd45\",\"_type\":\"block\",\"children\":[{\"_key\":\"256fbcaa7db0\",\"_type\":\"span\",\"marks\":[],\"text\":\"We applied aggressive autovacuum settings to prevent dead tuple build-up\"}],\"level\":2,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"621be7b67982\",\"_type\":\"block\",\"children\":[{\"_key\":\"601922eb3f84\",\"_type\":\"span\",\"marks\":[],\"text\":\"We split worker capacity for notification sending from the escalation worker system and segmented all notification senders by provider\"}],\"level\":2,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7434c06c9d6e\",\"_type\":\"block\",\"children\":[{\"_key\":\"e3464c8a7436\",\"_type\":\"span\",\"marks\":[],\"text\":\"We reviewed capacity posture and have pre-emptively scaled several of our deployments to better handle burst traffic for \\\"AWS us-east-1 outage\\\" scale\"}],\"level\":2,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9424934ca880\",\"_type\":\"block\",\"children\":[{\"_key\":\"2e282b3132bd\",\"_type\":\"span\",\"marks\":[],\"text\":\"In addition to the above, we're continue to review our response and systems in more depth and make further improvements over the next few weeks.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5fc83dd0b8ff\",\"_type\":\"block\",\"children\":[{\"_key\":\"ae70ca53614e\",\"_type\":\"span\",\"marks\":[],\"text\":\"We’ve shared this write-up to explain how we were impacted by the outage, and hope some of the lessons we’ve learned can be useful for others.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"eb570a7f728c\",\"_type\":\"block\",\"children\":[{\"_key\":\"ae70ca53614e\",\"_type\":\"span\",\"marks\":[],\"text\":\"However, we also know that this write-up and the steps we’ve taken can’t make up for the fact we ultimately could still have done a better job for customers on Monday, and we’re really sorry for the disruption.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5c337587611c\",\"_type\":\"block\",\"children\":[{\"_key\":\"997df48f96d7\",\"_type\":\"span\",\"marks\":[],\"text\":\"If you have any questions, please do reach out to \"},{\"_key\":\"0029f7073c0f\",\"_type\":\"span\",\"marks\":[\"f311f2d79156\"],\"text\":\"support@incident.io\"},{\"_key\":\"ba77aedde68f\",\"_type\":\"span\",\"marks\":[],\"text\":\", or directly to me via \"},{\"_key\":\"c538e3fc4935\",\"_type\":\"span\",\"marks\":[\"1055d54ec220\"],\"text\":\"pete@incident.io\"},{\"_key\":\"9124d561b143\",\"_type\":\"span\",\"marks\":[],\"text\":\".\"}],\"markDefs\":[{\"_key\":\"f311f2d79156\",\"_type\":\"link\",\"autoDownloadFile\":false,\"displayMode\":\"normal\",\"href\":\"mailto:support@incident.io\",\"openInNewWindow\":true},{\"_key\":\"1055d54ec220\",\"_type\":\"link\",\"autoDownloadFile\":false,\"displayMode\":\"normal\",\"href\":\"mailto:pete@incident.io\",\"openInNewWindow\":true}],\"style\":\"normal\"},{\"_key\":\"d893747e6c6f\",\"_type\":\"block\",\"children\":[{\"_key\":\"c03aa303d42f\",\"_type\":\"span\",\"marks\":[],\"text\":\"---\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b1d7f5d0bec2\",\"_type\":\"block\",\"children\":[{\"_key\":\"1b3aa1a19312\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"Update: We optimised for getting our original report out quickly. 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