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href="https://ui.honeycomb.io/login">Login</a></div></div></header><main class="mx-auto w-full px-6 py-12 md:container"><script type="application/ld+json">{"@context":"https://schema.org","@graph":[{"@type":"Article","@id":"https://www.honeycomb.io/blog/no-repeat-incidents#article","isPartOf":{"@id":"https://www.honeycomb.io/blog/no-repeat-incidents"},"author":{"name":"Fred Hebert","@id":"https://www.honeycomb.io/#/schema/person/fred-hebert"},"headline":"There Are No Repeat Incidents","datePublished":"2023-06-26T09:00:00+00:00","dateModified":"2023-06-27T06:20:03+00:00","mainEntityOfPage":{"@id":"https://www.honeycomb.io/blog/no-repeat-incidents"},"wordCount":1173,"publisher":{"@id":"https://www.honeycomb.io/#organization"},"inLanguage":"en-US","image":{"@id":"https://www.honeycomb.io/blog/no-repeat-incidents#primaryimage"},"thumbnailUrl":"https://cdn.sanity.io/images/927dxq0h/production/f632d2375638b0b846a5dd5723192141736bb29d-5120x4012.png","keywords":["aws","incident 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It is very easy and natural to see two distinct outages, with nearly identical failure modes, impacting the same components, and with no significant action items as repeat incidents. However, when we look at the responses and their variations, we can find key distinctions that shows the incidents as related, but not identical.</p></div></div><div class="flex w-full flex-col gap-3"><div class="flex w-full flex-col items-center justify-between gap-5 md:flex-row"><div class="flex flex-row items-center px-5 md:px-0"><div class="flex items-center gap-[14px]"><img alt="Fred Hebert" loading="lazy" width="80" height="80" decoding="async" data-nimg="1" class="bg-hc-gray-50 size-10 rounded-full" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F7b06f417ac780bd2e4f02707bab2ec76cfd56665-180x200.png%3Frect%3D0%2C10%2C180%2C180%26w%3D80%26h%3D80&w=96&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F7b06f417ac780bd2e4f02707bab2ec76cfd56665-180x200.png%3Frect%3D0%2C10%2C180%2C180%26w%3D80%26h%3D80&w=256&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F7b06f417ac780bd2e4f02707bab2ec76cfd56665-180x200.png%3Frect%3D0%2C10%2C180%2C180%26w%3D80%26h%3D80&w=256&q=75"/><p class="text-hc-slate text-base"><span>By: </span><a class="text-hc-cobalt underline hover:no-underline" href="/author/fred-hebert">Fred Hebert</a></p></div><span class="text-hc-slate font-roboto text-base font-medium"><span class="ml-1"> | </span><span>Updated: June 27, 2023</span></span></div><div class="bg-hc-gray-100 h-0.5 w-full md:hidden"></div><div class="flex flex-wrap gap-3 px-5 md:px-0"><a href="/blog/category/incident-response"><div class="font-roboto focus:ring-ring inline-flex items-center rounded-lg font-medium transition-colors focus:ring-2 focus:ring-offset-2 focus:outline-none px-2 py-1 text-xs leading-normal bg-hc-gray-200 text-hc-slate">Incident Response</div></a></div></div><div class="bg-hc-gray-100 hidden h-0.5 w-full md:block"></div></div></header><div class="mx-auto mt-10 mb-5 max-w-[1116px]"><img alt="There Are No Repeat Incidents" fetchPriority="high" loading="eager" width="5120" height="4012" decoding="async" data-nimg="1" class="mx-auto block aspect-[1116/628] h-auto w-full max-w-[1116px] rounded-4xl object-cover object-center" style="color:transparent" sizes="(max-width: 1116px) 100vw, 1116px" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Ff632d2375638b0b846a5dd5723192141736bb29d-5120x4012.png&w=640&q=75 640w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Ff632d2375638b0b846a5dd5723192141736bb29d-5120x4012.png&w=750&q=75 750w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Ff632d2375638b0b846a5dd5723192141736bb29d-5120x4012.png&w=828&q=75 828w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Ff632d2375638b0b846a5dd5723192141736bb29d-5120x4012.png&w=1080&q=75 1080w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Ff632d2375638b0b846a5dd5723192141736bb29d-5120x4012.png&w=1200&q=75 1200w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Ff632d2375638b0b846a5dd5723192141736bb29d-5120x4012.png&w=1920&q=75 1920w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Ff632d2375638b0b846a5dd5723192141736bb29d-5120x4012.png&w=2048&q=75 2048w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Ff632d2375638b0b846a5dd5723192141736bb29d-5120x4012.png&w=3840&q=75 3840w" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Ff632d2375638b0b846a5dd5723192141736bb29d-5120x4012.png&w=3840&q=75"/></div><div class="m-auto w-full max-w-[1116px] justify-between lg:flex lg:gap-[80px] lg:py-10"><div class="h-fit lg:sticky lg:top-28 lg:w-[280px]"></div><div class="min-w-0 flex-1" style="content-visibility:auto;contain-intrinsic-size:auto 1500px"><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">People seem to struggle with the idea that there are no repeat incidents. It is very easy and natural to see two distinct outages, with nearly identical failure modes, impacting the same components, and with no significant action items as repeat incidents. However, <strong>when we look at the responses and their variations, we can find key distinctions that shows the incidents as <em>related, but not identical</em>.</strong></p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">We preach transparency at Honeycomb, so here’s an example that happened to us not too long ago.</p><h2 id="" class="text-h3 text-hc-slate not-prose mt-6 xl:scroll-mt-24"><strong>The first incident</strong></h2><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">Back in December 2021, in the midst of our <a class="not-prose text-hc-cobalt mt-6 font-normal underline hover:no-underline" href="/blog/kubernetes-migration">EC2 to EKS migration</a>, <strong>we suffered a long outage along with a lot of AWS users. <a class="not-prose text-hc-cobalt mt-6 font-normal underline hover:no-underline" href="https://www.thousandeyes.com/blog/aws-outage-analysis-dec-7-2021">Multiple APIs experienced elevated error rates in the us-east-1 region</a>, and this outage unfortunately lasted hours.</strong> This incident had us improvise all sorts of solutions we never thought we’d need before—<em>or</em> <em>again</em>, for that matter.</p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">As a background for the incident, we operate in us-east-1 exclusively (albeit within many redundant zones). Many of our runtime secrets and configuration are stored in AWS SSM, with a YAML file telling our services which secrets they need to load at boot time. It has a permissive format: it either names SSM parameters to fetch, or accepts cleartext fake values for CI or development environments.</p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">When SSM started failing intermittently, our services and cron jobs couldn’t start, but those already running kept running. <strong>Some of our critical services are supported by frequently run tasks, so even long-running processes that weren’t disrupted still risked failing after many hours of supporting routines not running.</strong></p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">As soon as we noticed SSM failures, we pinned builds to avoid deployments that would restart servers and keep them down. Then, we rushed to keep our storage engine alive by manually spamming the cron jobs that would offload traffic to S3, so that their disks would not fill up. We also did a lot of internal traffic shaping by moving inbound events to hosts with more local disk storage in hopes we’d delay failures that are harder to address.</p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">Meanwhile, our teams brainstormed how to fix the issue, given that we couldn’t access most of our credentials. <strong>A group of engineers figured out that they could use cleartext credentials in the secrets YAML manifest, as if the production environment was a developer’s machine. We could cycle these creds later once the system was stable.</strong></p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">Other services required more data, for which we had no stored copy. We had to query the sporadically failing SSM service repeatedly until we could extract all the credentials we needed.</p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">As soon as this was done, we manually uploaded the tricked-out manifests to all failing hosts, recovered service, and then did the same with other environments.</p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">We ran long internal incident reviews about this, and eventually <strong>came to the conclusion that this was such a rare and tricky issue that there was little we could do to plan for further mitigation. </strong>The failure mode in EKS post migration would look very different, and it wasn’t useful to tackle this right then.</p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">Instead, we spent our time investigating <em>how</em> we adapted to unforeseen circumstances, how we came up with unexpected mechanisms to restore service, and the way we structured our response. Our conclusion was: this was likely a very rare event, so there were more general lessons to learn by looking at <em>how</em> we responded, rather than what we <em>could do</em> to prevent reoccurance.</p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24"><a class="not-prose text-hc-cobalt mt-6 font-normal underline hover:no-underline" href="/blog/kubernetes-migration">Explore our Kubernetes Migration</a></p><h2 id="" class="text-h3 text-hc-slate not-prose mt-6 xl:scroll-mt-24"><strong>The second incident</strong></h2><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">In September 2022, <strong>a similar outage happened where SSM would intermittently fail. This time, it did not take out most of us-east-1, but it was almost identical to us. We described it as a “repeat incident,” but looking back on it, things happened in a <em>very</em> different manner.</strong></p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">First, this time around, <strong>the incident happened right in the middle of a deployment. This meant that before we could even do anything, most of our query engine was down and unable to start.</strong> Rather than a weird, slowly evolving situation where we made huge efforts to keep the system alive, we were in the midst of a major outage where it was already too late.</p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">Second, <strong>once we saw the error messages, we instantly knew what SSM failures meant, and knew how to work around them. We ran to <a class="not-prose text-hc-cobalt mt-6 font-normal underline hover:no-underline" href="https://jeli.io">Jeli</a>, where we ran the previous investigation and tagged all significant events.</strong> The Commands search, for example, instantly gave us a list of all the troubleshooting commands we ran:</p><img data-testid="article-image" alt="image2" fetchPriority="low" loading="lazy" width="1390" height="760" decoding="async" data-nimg="1" class="not-prose mt-6 max-h-[451px] rounded-[22px] block h-auto w-auto max-w-full" style="color:transparent" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F8b065423176bde187c21862bbb2396004c1babf7-1390x760.png&w=640&q=75 640w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F8b065423176bde187c21862bbb2396004c1babf7-1390x760.png&w=750&q=75 750w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F8b065423176bde187c21862bbb2396004c1babf7-1390x760.png&w=828&q=75 828w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F8b065423176bde187c21862bbb2396004c1babf7-1390x760.png&w=1080&q=75 1080w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F8b065423176bde187c21862bbb2396004c1babf7-1390x760.png&w=1200&q=75 1200w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F8b065423176bde187c21862bbb2396004c1babf7-1390x760.png&w=1920&q=75 1920w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F8b065423176bde187c21862bbb2396004c1babf7-1390x760.png&w=2048&q=75 2048w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F8b065423176bde187c21862bbb2396004c1babf7-1390x760.png&w=3840&q=75 3840w" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F8b065423176bde187c21862bbb2396004c1babf7-1390x760.png&w=3840&q=75"/><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">We had also searched for stored queries to show impact, tracked disk storage issues, listed all tricky coordination points we encountered, or public communications we sent out.</p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">Writing a runbook for each incident would be demanding, but in this case, the incident investigation itself acted as a reference. We quickly gathered all the information into a single big plan, and pinned it to our incident channel:</p><img data-testid="article-image" alt="image3" fetchPriority="low" loading="lazy" width="849" height="569" decoding="async" data-nimg="1" class="not-prose mt-6 max-h-[451px] rounded-[22px] block h-auto w-auto max-w-full" style="color:transparent" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F1c753fe9cace7e792866c789d54e146d5e5965f5-849x569.png&w=640&q=75 640w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F1c753fe9cace7e792866c789d54e146d5e5965f5-849x569.png&w=750&q=75 750w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F1c753fe9cace7e792866c789d54e146d5e5965f5-849x569.png&w=828&q=75 828w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F1c753fe9cace7e792866c789d54e146d5e5965f5-849x569.png&w=1080&q=75 1080w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F1c753fe9cace7e792866c789d54e146d5e5965f5-849x569.png&w=1200&q=75 1200w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F1c753fe9cace7e792866c789d54e146d5e5965f5-849x569.png&w=1920&q=75 1920w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F1c753fe9cace7e792866c789d54e146d5e5965f5-849x569.png&w=2048&q=75 2048w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F1c753fe9cace7e792866c789d54e146d5e5965f5-849x569.png&w=3840&q=75 3840w" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2F1c753fe9cace7e792866c789d54e146d5e5965f5-849x569.png&w=3840&q=75"/><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">We then could dispatch all these critical tasks to subgroups, focus on the elements that surfaced for the first time (“All the Retrievers are dying and need to be restarted”), and prevent the sort of degradation that took more than one day of clean-up last time.</p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24"><strong>One of the side effects I had not expected, however, is that this incident felt<em> good</em>. </strong>Not in the, “Oh cool, an incident, what great luck” sense, but compared to <a class="not-prose text-hc-cobalt mt-6 font-normal underline hover:no-underline" href="/blog/incident-review-shepherd-cache-delays">the incident we had just the day before</a>, it was nice and orderly, and gave more room to improvise and improve on new dimensions.</p><h2 id="" class="text-h3 text-hc-slate not-prose mt-6 xl:scroll-mt-24"><strong>The difference</strong></h2><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24"><strong>Most things were under control. There was far less oh-shit-what’s-going-on energy this time around, and we came up with new approaches to fix the problem.</strong></p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">We set up mirrors of our secrets’ configuration (which later got automated), and wrote code fixes to let us move only secrets to different AWS regions. Whenever SSM would have an outage in us-east-1, we could keep running and booting our workloads there—<em>without</em> credential issues.</p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">What I find particularly interesting about this approach is that it feels downright obvious. But why was it not so obvious in the past, for the first incident and its reviews? I can’t help but feel that <strong>this failure mode, which was brand new and very surprising to us all the first time around, took a lot of our energy and mental bandwidth just to scope out. </strong>Doing the most basic salvage work to prevent a total outage of the system (or data loss) drained us.</p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">To put it another way, we needed <em>all of our brains</em> for mitigation, and there wasn’t a lot of brainpower left for improvements. But when a bunch of us got thrown back in that situation and all the groundwork was already done, it was much easier to go in and find ways to make things better in that context.</p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24"><strong>In the end, there are no repeat incidents. We gain experience, we accrue knowledge, and this alone changes <em>everything</em> about how a similar incident unfolds the second time around.</strong></p><p class="text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24">Want to learn more about how we do incident management at Honeycomb? <a class="not-prose text-hc-cobalt mt-6 font-normal underline hover:no-underline" href="/resources/how-honeycomb-manages-incident-response">Watch the webinar</a> or <a class="not-prose text-hc-cobalt mt-6 font-normal underline hover:no-underline" href="/blog/incident-response-at-honeycomb">read the blog</a>.</p></div></div><aside id="relatedArticles" class="col-span-full py-12 lg:py-24"><div class="z-20 flex flex-col items-center lg:w-1/2 lg:gap-8 mx-auto mb-0 gap-8 text-center lg:mb-0"><h3 _type="title" class="font-medium text-pretty font-poppins text-center text-4xl lg:text-5xl"><span>Latest posts</span></h3></div><div class="gap-4 py-10 lg:py-16 xl:flex xl:gap-6"><div class="full flex flex-col gap-4 md:flex-row lg:flex-col xl:w-[831px] xl:gap-6"><a class="flex-1 lg:h-[245px]" href="/blog/ai-norms-values-part-3-things-we-hold-true"><div class="bg-hc-gray-50 flex h-full flex-col gap-6 rounded-4xl p-2.5 lg:flex-row"><div class="relative h-[172px] w-auto md:h-[177px] lg:h-[225px] lg:w-[396px] xl:flex-1"><img alt="AI Norms & Values, Part 3 of 3: Things We Hold True" loading="lazy" decoding="async" data-nimg="fill" class="aspect-video rounded-4xl object-cover" style="position:absolute;height:100%;width:100%;left:0;top:0;right:0;bottom:0;color:transparent" sizes="(max-width: 768px) 100vw, 396px" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Fff1c82783367c2a69702c80f1248dc907313059e-3840x2160.png&w=640&q=75 640w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Fff1c82783367c2a69702c80f1248dc907313059e-3840x2160.png&w=750&q=75 750w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Fff1c82783367c2a69702c80f1248dc907313059e-3840x2160.png&w=828&q=75 828w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Fff1c82783367c2a69702c80f1248dc907313059e-3840x2160.png&w=1080&q=75 1080w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Fff1c82783367c2a69702c80f1248dc907313059e-3840x2160.png&w=1200&q=75 1200w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Fff1c82783367c2a69702c80f1248dc907313059e-3840x2160.png&w=1920&q=75 1920w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Fff1c82783367c2a69702c80f1248dc907313059e-3840x2160.png&w=2048&q=75 2048w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Fff1c82783367c2a69702c80f1248dc907313059e-3840x2160.png&w=3840&q=75 3840w" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2F927dxq0h%2Fproduction%2Fff1c82783367c2a69702c80f1248dc907313059e-3840x2160.png&w=3840&q=75"/></div><div class="flex flex-1 flex-col gap-4 max-lg:px-2.5 lg:pt-4"><div class="flex items-center gap-4"><div class="font-roboto focus:ring-ring inline-flex items-center rounded-lg font-medium transition-colors focus:ring-2 focus:ring-offset-2 focus:outline-none px-2 py-1 text-xs leading-normal bg-hc-gray-200 text-hc-slate">Blog</div><span class="h-3.5 border-r border-r-black/30"></span><span class="font-medium font-roboto text-hc-slate/70 text-xs"><span>September 9, 2026</span></span></div><h3 class="font-roboto line-clamp-2 text-base font-medium">AI Norms & Values, Part 3 of 3: Things We Hold True</h3><p class="font-roboto text-hc-slate/70 line-clamp-3 text-sm font-normal max-lg:hidden">The final part of Honeycomb's AI Norms & Values series: the principles the company holds true about AI as a tool, ownership of work, and rising standards; 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SSM failures, we pinned builds to avoid deployments that would restart servers and keep them down. 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We had to query the sporadically failing SSM service repeatedly until we could extract all the credentials we needed.\"]}]\n42:[\"$\",\"p\",\"7a4913e10c3f\",{\"className\":\"text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24\",\"children\":[\"As soon as this was done, we manually uploaded the tricked-out manifests to all failing hosts, recovered service, and then did the same with other environments.\"]}]\n43:[\"$\",\"p\",\"70ab5a43a6c2\",{\"className\":\"text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24\",\"children\":[\"We ran long internal incident reviews about this, and eventually \",[\"$\",\"strong\",\"aa09ab7dd03b\",{\"children\":[\"came to the conclusion that this was such a rare and tricky issue that there was little we could do to plan for further mitigation. \"]}],\"The failure mode in EKS post migration would look very different, and it wasn’t useful to tackle this right then.\"]}]\n44:[\"$\",\"p\",\"6005ffb3643a\",{\"className\":\"text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24\",\"children\":[\"Instead, we spent our time investigating \",[\"$\",\"em\",\"b4e45719b7c1\",{\"children\":[\"how\"]}],\" we adapted to unforeseen circumstances, how we came up with unexpected mechanisms to restore service, and the way we structured our response. 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This time, it did not take out most of us-east-1, but it was almost identical to us. We desc"])</script><script>self.__next_f.push([1,"ribed it as a “repeat incident,” but looking back on it, things happened in a \",[\"$\",\"em\",\"066d051c4da4\",{\"children\":[\"very\"]}],\" different manner.\"]}]]}]\n48:[\"$\",\"p\",\"779d86f13e28\",{\"className\":\"text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24\",\"children\":[\"First, this time around, \",[\"$\",\"strong\",\"1bcd165ef5fb\",{\"children\":[\"the incident happened right in the middle of a deployment. 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We ran to \",[\"$\",\"$L25\",\"ba3deb6e9367\",{\"href\":\"https://jeli.io\",\"className\":\"not-prose text-hc-cobalt mt-6 font-normal underline hover:no-underline\",\"children\":[\"Jeli\"]}],\", where we ran the previous investigation and tagged all significant events.\"]}],\" The Commands search, for example, instantly gave us a list of all the troubleshooting commands we ran:\"]}]\n4a:[\"$\",\"$L2c\",\"13cba9e0e788\",{\"priority\":\"$undefined\",\"fetchPriority\":\"low\",\"loading\":\"lazy\",\"sizes\":\"100vw\",\"data-testid\":\"article-image\",\"className\":\"not-prose mt-6 max-h-[451px] rounded-[22px] block h-auto w-auto max-w-full\",\"src\":\"https://cdn.sanity.io/images/927dxq0h/production/8b065423176bde187c21862bbb2396004c1babf7-1390x760.png\",\"alt\":\"image2\",\"width\":1390,\"height\":760}]\n4b:[\"$\",\"p\",\"2a534258221e\",{\"className\":\"text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24\",\"children\":[\"We had also searched for stored queries to show impact, tracked disk storage issues, listed all tricky coordination points we encountered, or public communications we sent out.\"]}]\n4c:[\"$\",\"p\",\"fd51efa7835e\",{\"className\":\"text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24\",\"children\":[\"Writing a runbook for each incident would be demanding, but in this case, the incident investigation itself acted as a reference. We quickly gathered all the information into a single big plan, and pinned it to our incident channel:\"]}]\n4d:[\"$\",\"$L2c\",\"f8b24b56afb0\",{\"priority\":\"$undefined\",\"fetchPriority\":\"low\",\"loading\":\"lazy\",\"sizes\":\"100vw\",\"data-testid\":\"article-image\",\"className\":\"not-prose mt-6 max-h-[451px] rounded-[22px] block h-auto w-auto max-w-full\",\"src\":\"https://cdn.sanity.io/images/927dxq0h/production/1c753fe9cace7e792866c789d54e146d5e5965f5-849x569.png\",\"alt\":\"image3\",\"width\":849,\"height\":569}]\n4e:[\"$\",\"p\",\"cf0dcf3fbef6\",{\"className\":\"text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24\",\"children\":[\"We then could dispatch all these critical tasks to subgroups, focus on the elements that surfaced for the first time (“All the Retrievers are dying and need to be restarted”), and prevent the sort of degradation that took more than one day of clean-up last time.\"]}]\n4f:[\"$\",\"p\",\"4896fef41ff9\",{\"className\":\"text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24\",\"children\":[[\"$\",\"strong\",\"5eb5aff9acdc\",{\"children\":[\"One of the side effects I had not expected, however, is that this incident felt\",[\"$\",\"em\",\"61f4f5929c11\",{\"children\":[\" good\"]}],\". \"]}],\"Not in the, “Oh cool, an incident, what great luck” sense, but compared to \",[\"$\",\"$L25\",\"e4d65b95e96d\",{\"href\":\"/blog/incident-review-shepherd-cache-delays\",\"className\":\"not-prose text-hc-cobalt mt-6 font-normal underline hover:no-underline\",\"children\":[\"the incident we had just the day before\"]}],\", i"])</script><script>self.__next_f.push([1,"t was nice and orderly, and gave more room to improvise and improve on new dimensions.\"]}]\n50:[\"$\",\"h2\",\"d6cd5bddb8db\",{\"id\":\"\",\"className\":\"text-h3 text-hc-slate not-prose mt-6 xl:scroll-mt-24\",\"children\":[[\"$\",\"strong\",\"7a1762412c7b\",{\"children\":[\"The difference\"]}]]}]\n51:[\"$\",\"p\",\"9b6d3500c3f5\",{\"className\":\"text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24\",\"children\":[[\"$\",\"strong\",\"9899e4133ac7\",{\"children\":[\"Most things were under control. There was far less oh-shit-what’s-going-on energy this time around, and we came up with new approaches to fix the problem.\"]}]]}]\n52:[\"$\",\"p\",\"0f7b182347b1\",{\"className\":\"text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24\",\"children\":[\"We set up mirrors of our secrets’ configuration (which later got automated), and wrote code fixes to let us move only secrets to different AWS regions. Whenever SSM would have an outage in us-east-1, we could keep running and booting our workloads there—\",[\"$\",\"em\",\"8e3df4845a0f\",{\"children\":[\"without\"]}],\" credential issues.\"]}]\n53:[\"$\",\"p\",\"527198d2b26c\",{\"className\":\"text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24\",\"children\":[\"What I find particularly interesting about this approach is that it feels downright obvious. But why was it not so obvious in the past, for the first incident and its reviews? I can’t help but feel that \",[\"$\",\"strong\",\"4345bcc2e6d6\",{\"children\":[\"this failure mode, which was brand new and very surprising to us all the first time around, took a lot of our energy and mental bandwidth just to scope out. \"]}],\"Doing the most basic salvage work to prevent a total outage of the system (or data loss) drained us.\"]}]\n54:[\"$\",\"p\",\"80c3dff89065\",{\"className\":\"text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24\",\"children\":[\"To put it another way, we needed \",[\"$\",\"em\",\"9d473be19263\",{\"children\":[\"all of our brains\"]}],\" for mitigation, and there wasn’t a lot of brainpower left for improvements. But when a bunch of us got thrown back in that situation and all the groundwork was already done, it was much easier to go in and find ways to make things better in that context.\"]}]\n55:[\"$\",\"p\",\"4566b9e331f8\",{\"className\":\"text-hc-slate not-prose font-roboto mt-6 text-sm leading-normal font-normal tracking-normal lg:text-base xl:scroll-mt-24\",\"children\":[[\"$\",\"strong\",\"3a000df8d5e8\",{\"children\":[\"In the end, there are no repeat incidents. 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