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<title>Uptime Labs and the Multi-Party Dilemma (Part I)</title>
<meta name="description" content="Watch on YouTubeIn this episode I&#39;m joined by a group of seasoned incident response professionals to discuss a simulated incident drill conducted on the Uptime Labs platform. The conversation centers around the Multi-party Dilemma—the challenge of coordinating incident response across teams or or..." />
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<meta name="twitter:title" content="Uptime Labs and the Multi-Party Dilemma (Part I) - The VOID">
<meta name="twitter:description" content="Watch on YouTubeIn this episode I'm joined by a group of seasoned incident response professionals to discuss a simulated incident drill conducted on the Uptime Labs platform. The conversation centers around the Multi-party Dilemma—the challenge of coordinating incident response across teams or organizations with different missions, contexts, or incentives.Eric Dobbs, our incident analyst, joins to break down the drill and provide deep insights into the incident dynamics, team interactions, and what true incident analysis looks like when it's done well. Participants Alex Elman and Sarah Butt, who served as deputy and lead incident commanders respectively during the drill, recount their roles and experiences, highlighting realistic stress responses, decision-making, and coordination failures and successes. Hamed Silatani, CEO of Uptime Labs, provides context and insights into the behind-the-scenes work he and his team provide as the other "characters" driving the narrative of the drill.The episode uniquely showcases the value of structured incident analysis and the benefits of using drills to expose hidden assumptions and improve resilience in complex systems.A few key highlights include:How detailed incident analysis leads to an understanding of the context and rationale behind responders' actions, rather than identifying errors or assigning blame.The real goal is to learn how the system and people actually function, not just fix a broken component.Themes revealed by the analysis and subsequent discussionSaturation and the value of trust in delegation (especially between Sarah and Alex).The role of deep expertise and how it often makes work appear effortless.Importance of recognizing the real work done during incidents—often messy and improvisational.References/Resources&nbsp;What Experts See That the Rest of Us Miss During IncidentsIncident Fest (Uptime Labs event)Law of Fluency&nbsp;Handling the Multi-Party Dilemma (Sarah &amp; Alex paper)Embracing the Multi-Party Dilemma (Sarah &amp; Alex conference talk)">
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<time datetime="July 29, 2025" class="whitespace-nowrap">July 29, 2025</time>
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<span class="whitespace-nowrap">Episode 2</span>
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19C1126.45 19 1126 19.4477 1126 20V30C1126 30.5523 1125.55 31 1125 31C1124.45 31 1124 30.5523 1124 30V8C1124 7.44772 1123.55 7 1123 7C1122.45 7 1122 7.44772 1122 8V36C1122 36.5523 1121.55 37 1121 37C1120.45 37 1120 36.5523 1120 36V6C1120 5.44772 1119.55 5 1119 5C1118.45 5 1118 5.44772 1118 6V40C1118 40.5523 1117.55 41 1117 41C1116.45 41 1116 40.5523 1116 40V2C1116 1.44772 1115.55 1 1115 1C1114.45 1 1114 1.44772 1114 2V34C1114 34.5523 1113.55 35 1113 35C1112.45 35 1112 34.5523 1112 34V8C1112 7.44772 1111.55 7 1111 7C1110.45 7 1110 7.44772 1110 8V40C1110 40.5523 1109.55 41 1109 41C1108.45 41 1108 40.5523 1108 40V2C1108 1.44772 1107.55 1 1107 1C1106.45 1 1106 1.44772 1106 2V34C1106 34.5523 1105.55 35 1105 35C1104.45 35 1104 34.5523 1104 34V8C1104 7.44772 1103.55 7 1103 7C1102.45 7 1102 7.44772 1102 8V37C1102 37.5523 1101.55 38 1101 38C1100.45 38 1100 37.5523 1100 37V5C1100 4.44772 1099.55 4 1099 4C1098.45 4 1098 4.44772 1098 5V39C1098 39.5523 1097.55 40 1097 40C1096.45 40 1096 39.5523 1096 39V3C1096 2.44772 1095.55 2 1095 2C1094.45 2 1094 2.44772 1094 3V40C1094 40.5523 1093.55 41 1093 41C1092.45 41 1092 40.5523 1092 40V2C1092 1.44772 1091.55 1 1091 1C1090.45 1 1090 1.44772 1090 2V39C1090 39.5523 1089.55 40 1089 40C1088.45 40 1088 39.5523 1088 39V3C1088 2.44772 1087.55 2 1087 2C1086.45 2 1086 2.44772 1086 3V33C1086 33.5523 1085.55 34 1085 34C1084.45 34 1084 33.5523 1084 33V9C1084 8.44772 1083.55 8 1083 8C1082.45 8 1082 8.44772 1082 9V28C1082 28.5523 1081.55 29 1081 29C1080.45 29 1080 28.5523 1080 28V14C1080 13.4477 1079.55 13 1079 13C1078.45 13 1078 13.4477 1078 14V23C1078 23.5523 1077.55 24 1077 24C1076.45 24 1076 23.5523 1076 23V19C1076 18.4477 1075.55 18 1075 18C1074.45 18 1074 18.4477 1074 19V38C1074 38.5523 1073.55 39 1073 39C1072.45 39 1072 38.5523 1072 38V4C1072 3.44772 1071.55 3 1071 3C1070.45 3 1070 3.44772 1070 4V30C1070 30.5523 1069.55 31 1069 31C1068.45 31 1068 30.5523 1068 30V12C1068 11.4477 1067.55 11 1067 11C1066.45 11 1066 11.4477 1066 12V22C1066 22.5523 1065.55 23 1065 23C1064.45 23 1064 22.5523 1064 22V20C1064 19.4477 1063.55 19 1063 19C1062.45 19 1062 19.4477 1062 20V36C1062 36.5523 1061.55 37 1061 37C1060.45 37 1060 36.5523 1060 36V6C1060 5.44772 1059.55 5 1059 5C1058.45 5 1058 5.44772 1058 6V32C1058 32.5523 1057.55 33 1057 33C1056.45 33 1056 32.5523 1056 32V10C1056 9.44772 1055.55 9 1055 9C1054.45 9 1054 9.44772 1054 10V32C1054 32.5523 1053.55 33 1053 33C1052.45 33 1052 32.5523 1052 32V10C1052 9.44772 1051.55 9 1051 9C1050.45 9 1050 9.44772 1050 10V37C1050 37.5523 1049.55 38 1049 38C1048.45 38 1048 37.5523 1048 37V5C1048 4.44772 1047.55 4 1047 4C1046.45 4 1046 4.44772 1046 5V27C1046 27.5523 1045.55 28 1045 28C1044.45 28 1044 27.5523 1044 27V14C1044 13.4477 1043.55 13 1043 13C1042.45 13 1042 13.4477 1042 14V37C1042 37.5523 1041.55 38 1041 38C1040.45 38 1040 37.5523 1040 37V5C1040 4.44772 1039.55 4 1039 4C1038.45 4 1038 4.44772 1038 5V33C1038 33.5523 1037.55 34 1037 34C1036.45 34 1036 33.5523 1036 33V9C1036 8.44772 1035.55 8 1035 8C1034.45 8 1034 8.44772 1034 9V33C1034 33.5523 1033.55 34 1033 34C1032.45 34 1032 33.5523 1032 33V9C1032 8.44772 1031.55 8 1031 8C1030.45 8 1030 8.44772 1030 9V32C1030 32.5523 1029.55 33 1029 33C1028.45 33 1028 32.5523 1028 32V10C1028 9.44772 1027.55 9 1027 9C1026.45 9 1026 9.44772 1026 10V27C1026 27.5523 1025.55 28 1025 28C1024.45 28 1024 27.5523 1024 27V15C1024 14.4477 1023.55 14 1023 14C1022.45 14 1022 14.4477 1022 15V23C1022 23.5523 1021.55 24 1021 24C1020.45 24 1020 23.5523 1020 23V19C1020 18.4477 1019.55 18 1019 18C1018.45 18 1018 18.4477 1018 19V38C1018 38.5523 1017.55 39 1017 39C1016.45 39 1016 38.5523 1016 38V4C1016 3.44772 1015.55 3 1015 3C1014.45 3 1014 3.44772 1014 4V40C1014 40.5523 1013.55 41 1013 41C1012.45 41 1012 40.5523 1012 40V2C1012 1.44772 1011.55 1 1011 1C1010.45 1 1010 1.44772 1010 2V28C1010 28.5523 1009.55 29 1009 29C1008.45 29 1008 28.5523 1008 28V14C1008 13.4477 1007.55 13 1007 13C1006.45 13 1006 13.4477 1006 14V38C1006 38.5523 1005.55 39 1005 39C1004.45 39 1004 38.5523 1004 38V4C1004 3.44772 1003.55 3 1003 3C1002.45 3 1002 3.44772 1002 4V35C1002 35.5523 1001.55 36 1001 36C1000.45 36 1000 35.5523 1000 35V7C1000 6.44772 999.552 6 999 6C998.448 6 998 6.44772 998 7V33C998 33.5523 997.552 34 997 34C996.448 34 996 33.5523 996 33V9C996 8.44772 995.552 8 995 8C994.448 8 994 8.44772 994 9V28C994 28.5523 993.552 29 993 29C992.448 29 992 28.5523 992 28V14C992 13.4477 991.552 13 991 13C990.448 13 990 13.4477 990 14V40C990 40.5523 989.552 41 989 41C988.448 41 988 40.5523 988 40V2C988 1.44772 987.552 1 987 1C986.448 1 986 1.44772 986 2V40C986 40.5523 985.552 41 985 41C984.448 41 984 40.5523 984 40V2C984 1.44772 983.552 1 983 1C982.448 1 982 1.44772 982 2V40C982 40.5523 981.552 41 981 41C980.448 41 980 40.5523 980 40V14C980 13.4477 979.552 13 979 13C978.448 13 978 13.4477 978 14V28C978 28.5523 977.552 29 977 29C976.448 29 976 28.5523 976 28V9C976 8.44772 975.552 8 975 8C974.448 8 974 8.44772 974 9V33C974 33.5523 973.552 34 973 34C972.448 34 972 33.5523 972 33V7C972 6.44772 971.552 6 971 6C970.448 6 970 6.44772 970 7V35C970 35.5523 969.552 36 969 36C968.448 36 968 35.5523 968 35V4C968 3.44772 967.552 3 967 3C966.448 3 966 3.44772 966 4V38C966 38.5523 965.552 39 965 39C964.448 39 964 38.5523 964 38V14C964 13.4477 963.552 13 963 13C962.448 13 962 13.4477 962 14V28C962 28.5523 961.552 29 961 29C960.448 29 960 28.5523 960 28V2C960 1.44772 959.552 1 959 1C958.448 1 958 1.44772 958 2V40C958 40.5523 957.552 41 957 41C956.448 41 956 40.5523 956 40V4C956 3.44772 955.552 3 955 3C954.448 3 954 3.44772 954 4V38C954 38.5523 953.552 39 953 39C952.448 39 952 38.5523 952 38V19C952 18.4477 951.552 18 951 18C950.448 18 950 18.4477 950 19V23C950 23.5523 949.552 24 949 24C948.448 24 948 23.5523 948 23V15C948 14.4477 947.552 14 947 14C946.448 14 946 14.4477 946 15V27C946 27.5523 945.552 28 945 28C944.448 28 944 27.5523 944 27V10C944 9.44772 943.552 9 943 9C942.448 9 942 9.44772 942 10V32C942 32.5523 941.552 33 941 33C940.448 33 940 32.5523 940 32V9C940 8.44772 939.552 8 939 8C938.448 8 938 8.44772 938 9V33C938 33.5523 937.552 34 937 34C936.448 34 936 33.5523 936 33V9C936 8.44772 935.552 8 935 8C934.448 8 934 8.44772 934 9V33C934 33.5523 933.552 34 933 34C932.448 34 932 33.5523 932 33V5C932 4.44772 931.552 4 931 4C930.448 4 930 4.44772 930 5V37C930 37.5523 929.552 38 929 38C928.448 38 928 37.5523 928 37V14C928 13.4477 927.552 13 927 13C926.448 13 926 13.4477 926 14V27C926 27.5523 925.552 28 925 28C924.448 28 924 27.5523 924 27V5C924 4.44772 923.552 4 923 4C922.448 4 922 4.44772 922 5V37C922 37.5523 921.552 38 921 38C920.448 38 920 37.5523 920 37V10C920 9.44772 919.552 9 919 9C918.448 9 918 9.44772 918 10V32C918 32.5523 917.552 33 917 33C916.448 33 916 32.5523 916 32V10C916 9.44772 915.552 9 915 9C914.448 9 914 9.44772 914 10V32C914 32.5523 913.552 33 913 33C912.448 33 912 32.5523 912 32V6C912 5.44772 911.552 5 911 5C910.448 5 910 5.44772 910 6V36C910 36.5523 909.552 37 909 37C908.448 37 908 36.5523 908 36V20C908 19.4477 907.552 19 907 19C906.448 19 906 19.4477 906 20V22C906 22.5523 905.552 23 905 23C904.448 23 904 22.5523 904 22V12C904 11.4477 903.552 11 903 11C902.448 11 902 11.4477 902 12V30C902 30.5523 901.552 31 901 31C900.448 31 900 30.5523 900 30V4C900 3.44772 899.552 3 899 3C898.448 3 898 3.44772 898 4V38C898 38.5523 897.552 39 897 39C896.448 39 896 38.5523 896 38V19C896 18.4477 895.552 18 895 18C894.448 18 894 18.4477 894 19V23C894 23.5523 893.552 24 893 24C892.448 24 892 23.5523 892 23V14C892 13.4477 891.552 13 891 13C890.448 13 890 13.4477 890 14V28C890 28.5523 889.552 29 889 29C888.448 29 888 28.5523 888 28V9C888 8.44772 887.552 8 887 8C886.448 8 886 8.44772 886 9V33C886 33.5523 885.552 34 885 34C884.448 34 884 33.5523 884 33V3C884 2.44772 883.552 2 883 2C882.448 2 882 2.44772 882 3V39C882 39.5523 881.552 40 881 40C880.448 40 880 39.5523 880 39V2C880 1.44772 879.552 1 879 1C878.448 1 878 1.44772 878 2V40C878 40.5523 877.552 41 877 41C876.448 41 876 40.5523 876 40V3C876 2.44772 875.552 2 875 2C874.448 2 874 2.44772 874 3V39C874 39.5523 873.552 40 873 40C872.448 40 872 39.5523 872 39V5C872 4.44772 871.552 4 871 4C870.448 4 870 4.44772 870 5V37C870 37.5523 869.552 38 869 38C868.448 38 868 37.5523 868 37V8C868 7.44772 867.552 7 867 7C866.448 7 866 7.44772 866 8V34C866 34.5523 865.552 35 865 35C864.448 35 864 34.5523 864 34V2C864 1.44772 863.552 1 863 1C862.448 1 862 1.44772 862 2V40C862 40.5523 861.552 41 861 41C860.448 41 860 40.5523 860 40V8C860 7.44772 859.552 7 859 7C858.448 7 858 7.44772 858 8V34C858 34.5523 857.552 35 857 35C856.448 35 856 34.5523 856 34V2C856 1.44772 855.552 1 855 1C854.448 1 854 1.44772 854 2V40C854 40.5523 853.552 41 853 41C852.448 41 852 40.5523 852 40V6C852 5.44772 851.552 5 851 5C850.448 5 850 5.44772 850 6V36C850 36.5523 849.552 37 849 37C848.448 37 848 36.5523 848 36V8C848 7.44772 847.552 7 847 7C846.448 7 846 7.44772 846 8V34C846 34.5523 845.552 35 845 35C844.448 35 844 34.5523 844 34V17C844 16.4477 843.552 16 843 16C842.448 16 842 16.4477 842 17V25C842 25.5523 841.552 26 841 26C840.448 26 840 25.5523 840 25V7C840 6.44772 839.552 6 839 6C838.448 6 838 6.44772 838 7V35C838 35.5523 837.552 36 837 36C836.448 36 836 35.5523 836 35V17C836 16.4477 835.552 16 835 16C834.448 16 834 16.4477 834 17V25C834 25.5523 833.552 26 833 26C832.448 26 832 25.5523 832 25V12C832 11.4477 831.552 11 831 11C830.448 11 830 11.4477 830 12V30C830 30.5523 829.552 31 829 31C828.448 31 828 30.5523 828 30V12C828 11.4477 827.552 11 827 11C826.448 11 826 11.4477 826 12V30C826 30.5523 825.552 31 825 31C824.448 31 824 30.5523 824 30V4C824 3.44772 823.552 3 823 3C822.448 3 822 3.44772 822 4V38C822 38.5523 821.552 39 821 39C820.448 39 820 38.5523 820 38V4C820 3.44772 819.552 3 819 3C818.448 3 818 3.44772 818 4V38C818 38.5523 817.552 39 817 39C816.448 39 816 38.5523 816 38V9C816 8.44772 815.552 8 815 8C814.448 8 814 8.44772 814 9V33C814 33.5523 813.552 34 813 34C812.448 34 812 33.5523 812 33V7C812 6.44772 811.552 6 811 6C810.448 6 810 6.44772 810 7V35C810 35.5523 809.552 36 809 36C808.448 36 808 35.5523 808 35V14C808 13.4477 807.552 13 807 13C806.448 13 806 13.4477 806 14V28C806 28.5523 805.552 29 805 29C804.448 29 804 28.5523 804 28V5C804 4.44772 803.552 4 803 4C802.448 4 802 4.44772 802 5V37C802 37.5523 801.552 38 801 38C800.448 38 800 37.5523 800 37V8C800 7.44772 799.552 7 799 7C798.448 7 798 7.44772 798 8V34C798 34.5523 797.552 35 797 35C796.448 35 796 34.5523 796 34V10C796 9.44772 795.552 9 795 9C794.448 9 794 9.44772 794 10V32C794 32.5523 793.552 33 793 33C792.448 33 792 32.5523 792 32V5C792 4.44772 791.552 4 791 4C790.448 4 790 4.44772 790 5V37C790 37.5523 789.552 38 789 38C788.448 38 788 37.5523 788 37V17C788 16.4477 787.552 16 787 16C786.448 16 786 16.4477 786 17V25C786 25.5523 785.552 26 785 26C784.448 26 784 25.5523 784 25V14C784 13.4477 783.552 13 783 13C782.448 13 782 13.4477 782 14V28C782 28.5523 781.552 29 781 29C780.448 29 780 28.5523 780 28V9C780 8.44772 779.552 8 779 8C778.448 8 778 8.44772 778 9V33C778 33.5523 777.552 34 777 34C776.448 34 776 33.5523 776 33V2C776 1.44772 775.552 1 775 1C774.448 1 774 1.44772 774 2V40C774 40.5523 773.552 41 773 41C772.448 41 772 40.5523 772 40V12C772 11.4477 771.552 11 771 11C770.448 11 770 11.4477 770 12V30C770 30.5523 769.552 31 769 31C768.448 31 768 30.5523 768 30V7C768 6.44772 767.552 6 767 6C766.448 6 766 6.44772 766 7V35C766 35.5523 765.552 36 765 36C764.448 36 764 35.5523 764 35V9C764 8.44772 763.552 8 763 8C762.448 8 762 8.44772 762 9V33C762 33.5523 761.552 34 761 34C760.448 34 760 33.5523 760 33V3C760 2.44772 759.552 2 759 2C758.448 2 758 2.44772 758 3V39C758 39.5523 757.552 40 757 40C756.448 40 756 39.5523 756 39V10C756 9.44772 755.552 9 755 9C754.448 9 754 9.44772 754 10V32C754 32.5523 753.552 33 753 33C752.448 33 752 32.5523 752 32V3C752 2.44772 751.552 2 751 2C750.448 2 750 2.44772 750 3V39C750 39.5523 749.552 40 749 40C748.448 40 748 39.5523 748 39V4C748 3.44772 747.552 3 747 3C746.448 3 746 3.44772 746 4V38C746 38.5523 745.552 39 745 39C744.448 39 744 38.5523 744 38V14C744 13.4477 743.552 13 743 13C742.448 13 742 13.4477 742 14V28C742 28.5523 741.552 29 741 29C740.448 29 740 28.5523 740 28V7C740 6.44772 739.552 6 739 6C738.448 6 738 6.44772 738 7V35C738 35.5523 737.552 36 737 36C736.448 36 736 35.5523 736 35V12C736 11.4477 735.552 11 735 11C734.448 11 734 11.4477 734 12V30C734 30.5523 733.552 31 733 31C732.448 31 732 30.5523 732 30V3C732 2.44772 731.552 2 731 2C730.448 2 730 2.44772 730 3V39C730 39.5523 729.552 40 729 40C728.448 40 728 39.5523 728 39V12C728 11.4477 727.552 11 727 11C726.448 11 726 11.4477 726 12V30C726 30.5523 725.552 31 725 31C724.448 31 724 30.5523 724 30V5C724 4.44772 723.552 4 723 4C722.448 4 722 4.44772 722 5V37C722 37.5523 721.552 38 721 38C720.448 38 720 37.5523 720 37V20C720 19.4477 719.552 19 719 19C718.448 19 718 19.4477 718 20V22C718 22.5523 717.552 23 717 23C716.448 23 716 22.5523 716 22V9C716 8.44772 715.552 8 715 8C714.448 8 714 8.44772 714 9V33C714 33.5523 713.552 34 713 34C712.448 34 712 33.5523 712 33V21C712 20.4477 711.552 20 711 20C710.448 20 710 20.4477 710 21V22C710 22.5523 709.552 23 709 23C708.448 23 708 22.5523 708 22V6C708 5.44772 707.552 5 707 5C706.448 5 706 5.44772 706 6V36C706 36.5523 705.552 37 705 37C704.448 37 704 36.5523 704 36V12C704 11.4477 703.552 11 703 11C702.448 11 702 11.4477 702 12V30C702 30.5523 701.552 31 701 31C700.448 31 700 30.5523 700 30V20C700 19.4477 699.552 19 699 19C698.448 19 698 19.4477 698 20V22C698 22.5523 697.552 23 697 23C696.448 23 696 22.5523 696 22V8C696 7.44772 695.552 7 695 7C694.448 7 694 7.44772 694 8V34C694 34.5523 693.552 35 693 35C692.448 35 692 34.5523 692 34V2C692 1.44772 691.552 1 691 1C690.448 1 690 1.44772 690 2V40C690 40.5523 689.552 41 689 41C688.448 41 688 40.5523 688 40V5C688 4.44772 687.552 4 687 4C686.448 4 686 4.44772 686 5V37C686 37.5523 685.552 38 685 38C684.448 38 684 37.5523 684 37V15C684 14.4477 683.552 14 683 14C682.448 14 682 14.4477 682 15V27C682 27.5523 681.552 28 681 28C680.448 28 680 27.5523 680 27V9C680 8.44772 679.552 8 679 8C678.448 8 678 8.44772 678 9V33C678 33.5523 677.552 34 677 34C676.448 34 676 33.5523 676 33V12C676 11.4477 675.552 11 675 11C674.448 11 674 11.4477 674 12V30C674 30.5523 673.552 31 673 31C672.448 31 672 30.5523 672 30V4C672 3.44772 671.552 3 671 3C670.448 3 670 3.44772 670 4V38C670 38.5523 669.552 39 669 39C668.448 39 668 38.5523 668 38V2C668 1.44772 667.552 1 667 1C666.448 1 666 1.44772 666 2V40C666 40.5523 665.552 41 665 41C664.448 41 664 40.5523 664 40V17C664 16.4477 663.552 16 663 16C662.448 16 662 16.4477 662 17V25C662 25.5523 661.552 26 661 26C660.448 26 660 25.5523 660 25V14C660 13.4477 659.552 13 659 13C658.448 13 658 13.4477 658 14V28C658 28.5523 657.552 29 657 29C656.448 29 656 28.5523 656 28V12C656 11.4477 655.552 11 655 11C654.448 11 654 11.4477 654 12V30C654 30.5523 653.552 31 653 31C652.448 31 652 30.5523 652 30V2C652 1.44772 651.552 1 651 1C650.448 1 650 1.44772 650 2V40C650 40.5523 649.552 41 649 41C648.448 41 648 40.5523 648 40V2C648 1.44772 647.552 1 647 1C646.448 1 646 1.44772 646 2V40C646 40.5523 645.552 41 645 41C644.448 41 644 40.5523 644 40V5C644 4.44772 643.552 4 643 4C642.448 4 642 4.44772 642 5V37C642 37.5523 641.552 38 641 38C640.448 38 640 37.5523 640 37V9C640 8.44772 639.552 8 639 8C638.448 8 638 8.44772 638 9V33C638 33.5523 637.552 34 637 34C636.448 34 636 33.5523 636 33V15C636 14.4477 635.552 14 635 14C634.448 14 634 14.4477 634 15V27C634 27.5523 633.552 28 633 28C632.448 28 632 27.5523 632 27V9C632 8.44772 631.552 8 631 8C630.448 8 630 8.44772 630 9V33C630 33.5523 629.552 34 629 34C628.448 34 628 33.5523 628 33V3C628 2.44772 627.552 2 627 2C626.448 2 626 2.44772 626 3V39C626 39.5523 625.552 40 625 40C624.448 40 624 39.5523 624 39V5C624 4.44772 623.552 4 623 4C622.448 4 622 4.44772 622 5V37C622 37.5523 621.552 38 621 38C620.448 38 620 37.5523 620 37V6C620 5.44772 619.552 5 619 5C618.448 5 618 5.44772 618 6V36C618 36.5523 617.552 37 617 37C616.448 37 616 36.5523 616 36V12C616 11.4477 615.552 11 615 11C614.448 11 614 11.4477 614 12V30C614 30.5523 613.552 31 613 31C612.448 31 612 30.5523 612 30V7C612 6.44772 611.552 6 611 6C610.448 6 610 6.44772 610 7V35C610 35.5523 609.552 36 609 36C608.448 36 608 35.5523 608 35V12C608 11.4477 607.552 11 607 11C606.448 11 606 11.4477 606 12V30C606 30.5523 605.552 31 605 31C604.448 31 604 30.5523 604 30V20C604 19.4477 603.552 19 603 19C602.448 19 602 19.4477 602 20V22C602 22.5523 601.552 23 601 23C600.448 23 600 22.5523 600 22V9C600 8.44772 599.552 8 599 8C598.448 8 598 8.44772 598 9V33C598 33.5523 597.552 34 597 34C596.448 34 596 33.5523 596 33V5C596 4.44772 595.552 4 595 4C594.448 4 594 4.44772 594 5V37C594 37.5523 593.552 38 593 38C592.448 38 592 37.5523 592 37V2C592 1.44772 591.552 1 591 1C590.448 1 590 1.44772 590 2V40C590 40.5523 589.552 41 589 41C588.448 41 588 40.5523 588 40V5C588 4.44772 587.552 4 587 4C586.448 4 586 4.44772 586 5V37C586 37.5523 585.552 38 585 38C584.448 38 584 37.5523 584 37V2C584 1.44772 583.552 1 583 1C582.448 1 582 1.44772 582 2V40C582 40.5523 581.552 41 581 41C580.448 41 580 40.5523 580 40V12C580 11.4477 579.552 11 579 11C578.448 11 578 11.4477 578 12V30C578 30.5523 577.552 31 577 31C576.448 31 576 30.5523 576 30V7C576 6.44772 575.552 6 575 6C574.448 6 574 6.44772 574 7V35C574 35.5523 573.552 36 573 36C572.448 36 572 35.5523 572 35V9C572 8.44772 571.552 8 571 8C570.448 8 570 8.44772 570 9V33C570 33.5523 569.552 34 569 34C568.448 34 568 33.5523 568 33V2C568 1.44772 567.552 1 567 1C566.448 1 566 1.44772 566 2V40C566 40.5523 565.552 41 565 41C564.448 41 564 40.5523 564 40V7C564 6.44772 563.552 6 563 6C562.448 6 562 6.44772 562 7V28C562 28.5523 561.552 29 561 29C560.448 29 560 28.5523 560 28V14C560 13.4477 559.552 13 559 13C558.448 13 558 13.4477 558 14V32C558 32.5523 557.552 33 557 33C556.448 33 556 32.5523 556 32V10C556 9.44772 555.552 9 555 9C554.448 9 554 9.44772 554 10V37C554 37.5523 553.552 38 553 38C552.448 38 552 37.5523 552 37V5C552 4.44772 551.552 4 551 4C550.448 4 550 4.44772 550 5V40C550 40.5523 549.552 41 549 41C548.448 41 548 40.5523 548 40V2C548 1.44772 547.552 1 547 1C546.448 1 546 1.44772 546 2V38C546 38.5523 545.552 39 545 39C544.448 39 544 38.5523 544 38V4C544 3.44772 543.552 3 543 3C542.448 3 542 3.44772 542 4V36C542 36.5523 541.552 37 541 37C540.448 37 540 36.5523 540 36V6C540 5.44772 539.552 5 539 5C538.448 5 538 5.44772 538 6V30C538 30.5523 537.552 31 537 31C536.448 31 536 30.5523 536 30V12C536 11.4477 535.552 11 535 11C534.448 11 534 11.4477 534 12V40C534 40.5523 533.552 41 533 41C532.448 41 532 40.5523 532 40V2C532 1.44772 531.552 1 531 1C530.448 1 530 1.44772 530 2V27C530 27.5523 529.552 28 529 28C528.448 28 528 27.5523 528 27V15C528 14.4477 527.552 14 527 14C526.448 14 526 14.4477 526 15V40C526 40.5523 525.552 41 525 41C524.448 41 524 40.5523 524 40V2C524 1.44772 523.552 1 523 1C522.448 1 522 1.44772 522 2V37C522 37.5523 521.552 38 521 38C520.448 38 520 37.5523 520 37V5C520 4.44772 519.552 4 519 4C518.448 4 518 4.44772 518 5V33C518 33.5523 517.552 34 517 34C516.448 34 516 33.5523 516 33V9C516 8.44772 515.552 8 515 8C514.448 8 514 8.44772 514 9V23C514 23.5523 513.552 24 513 24C512.448 24 512 23.5523 512 23V19C512 18.4477 511.552 18 511 18C510.448 18 510 18.4477 510 19V36C510 36.5523 509.552 37 509 37C508.448 37 508 36.5523 508 36V6C508 5.44772 507.552 5 507 5C506.448 5 506 5.44772 506 6V35C506 35.5523 505.552 36 505 36C504.448 36 504 35.5523 504 35V7C504 6.44772 503.552 6 503 6C502.448 6 502 6.44772 502 7V27C502 27.5523 501.552 28 501 28C500.448 28 500 27.5523 500 27V15C500 14.4477 499.552 14 499 14C498.448 14 498 14.4477 498 15V37C498 37.5523 497.552 38 497 38C496.448 38 496 37.5523 496 37V5C496 4.44772 495.552 4 495 4C494.448 4 494 4.44772 494 5V33C494 33.5523 493.552 34 493 34C492.448 34 492 33.5523 492 33V9C492 8.44772 491.552 8 491 8C490.448 8 490 8.44772 490 9V40C490 40.5523 489.552 41 489 41C488.448 41 488 40.5523 488 40V2C488 1.44772 487.552 1 487 1C486.448 1 486 1.44772 486 2V35C486 35.5523 485.552 36 485 36C484.448 36 484 35.5523 484 35V7C484 6.44772 483.552 6 483 6C482.448 6 482 6.44772 482 7V24C482 24.5523 481.552 25 481 25C480.448 25 480 24.5523 480 24V18C480 17.4477 479.552 17 479 17C478.448 17 478 17.4477 478 18V37C478 37.5523 477.552 38 477 38C476.448 38 476 37.5523 476 37V5C476 4.44772 475.552 4 475 4C474.448 4 474 4.44772 474 5V25C474 25.5523 473.552 26 473 26C472.448 26 472 25.5523 472 25V17C472 16.4477 471.552 16 471 16C470.448 16 470 16.4477 470 17V30C470 30.5523 469.552 31 469 31C468.448 31 468 30.5523 468 30V12C468 11.4477 467.552 11 467 11C466.448 11 466 11.4477 466 12V25C466 25.5523 465.552 26 465 26C464.448 26 464 25.5523 464 25V17C464 16.4477 463.552 16 463 16C462.448 16 462 16.4477 462 17V30C462 30.5523 461.552 31 461 31C460.448 31 460 30.5523 460 30V12C460 11.4477 459.552 11 459 11C458.448 11 458 11.4477 458 12V35C458 35.5523 457.552 36 457 36C456.448 36 456 35.5523 456 35V7C456 6.44772 455.552 6 455 6C454.448 6 454 6.44772 454 7V40C454 40.5523 453.552 41 453 41C452.448 41 452 40.5523 452 40V2C452 1.44772 451.552 1 451 1C450.448 1 450 1.44772 450 2V35C450 35.5523 449.552 36 449 36C448.448 36 448 35.5523 448 35V7C448 6.44772 447.552 6 447 6C446.448 6 446 6.44772 446 7V30C446 30.5523 445.552 31 445 31C444.448 31 444 30.5523 444 30V12C444 11.4477 443.552 11 443 11C442.448 11 442 11.4477 442 12V26C442 26.5523 441.552 27 441 27C440.448 27 440 26.5523 440 26V16C440 15.4477 439.552 15 439 15C438.448 15 438 15.4477 438 16V22C438 22.5523 437.552 23 437 23C436.448 23 436 22.5523 436 22V20C436 19.4477 435.552 19 435 19C434.448 19 434 19.4477 434 20V26C434 26.5523 433.552 27 433 27C432.448 27 432 26.5523 432 26V16C432 15.4477 431.552 15 431 15C430.448 15 430 15.4477 430 16V30C430 30.5523 429.552 31 429 31C428.448 31 428 30.5523 428 30V12C428 11.4477 427.552 11 427 11C426.448 11 426 11.4477 426 12V36C426 36.5523 425.552 37 425 37C424.448 37 424 36.5523 424 36V12C424 11.4477 423.552 11 423 11C422.448 11 422 11.4477 422 12V30C422 30.5523 421.552 31 421 31C420.448 31 420 30.5523 420 30V16C420 15.4477 419.552 15 419 15C418.448 15 418 15.4477 418 16V26C418 26.5523 417.552 27 417 27C416.448 27 416 26.5523 416 26V20C416 19.4477 415.552 19 415 19C414.448 19 414 19.4477 414 20V22C414 22.5523 413.552 23 413 23C412.448 23 412 22.5523 412 22V16C412 15.4477 411.552 15 411 15C410.448 15 410 15.4477 410 16V26C410 26.5523 409.552 27 409 27C408.448 27 408 26.5523 408 26V12C408 11.4477 407.552 11 407 11C406.448 11 406 11.4477 406 12V30C406 30.5523 405.552 31 405 31C404.448 31 404 30.5523 404 30V7C404 6.44772 403.552 6 403 6C402.448 6 402 6.44772 402 7V35C402 35.5523 401.552 36 401 36C400.448 36 400 35.5523 400 35V2C400 1.44772 399.552 1 399 1C398.448 1 398 1.44772 398 2V40C398 40.5523 397.552 41 397 41C396.448 41 396 40.5523 396 40V7C396 6.44772 395.552 6 395 6C394.448 6 394 6.44772 394 7V35C394 35.5523 393.552 36 393 36C392.448 36 392 35.5523 392 35V12C392 11.4477 391.552 11 391 11C390.448 11 390 11.4477 390 12V30C390 30.5523 389.552 31 389 31C388.448 31 388 30.5523 388 30V17C388 16.4477 387.552 16 387 16C386.448 16 386 16.4477 386 17V25C386 25.5523 385.552 26 385 26C384.448 26 384 25.5523 384 25V12C384 11.4477 383.552 11 383 11C382.448 11 382 11.4477 382 12V30C382 30.5523 381.552 31 381 31C380.448 31 380 30.5523 380 30V17C380 16.4477 379.552 16 379 16C378.448 16 378 16.4477 378 17V25C378 25.5523 377.552 26 377 26C376.448 26 376 25.5523 376 25V5C376 4.44772 375.552 4 375 4C374.448 4 374 4.44772 374 5V37C374 37.5523 373.552 38 373 38C372.448 38 372 37.5523 372 37V18C372 17.4477 371.552 17 371 17C370.448 17 370 17.4477 370 18V24C370 24.5523 369.552 25 369 25C368.448 25 368 24.5523 368 24V7C368 6.44772 367.552 6 367 6C366.448 6 366 6.44772 366 7V35C366 35.5523 365.552 36 365 36C364.448 36 364 35.5523 364 35V2C364 1.44772 363.552 1 363 1C362.448 1 362 1.44772 362 2V40C362 40.5523 361.552 41 361 41C360.448 41 360 40.5523 360 40V9C360 8.44772 359.552 8 359 8C358.448 8 358 8.44772 358 9V33C358 33.5523 357.552 34 357 34C356.448 34 356 33.5523 356 33V5C356 4.44772 355.552 4 355 4C354.448 4 354 4.44772 354 5V37C354 37.5523 353.552 38 353 38C352.448 38 352 37.5523 352 37V15C352 14.4477 351.552 14 351 14C350.448 14 350 14.4477 350 15V27C350 27.5523 349.552 28 349 28C348.448 28 348 27.5523 348 27V7C348 6.44772 347.552 6 347 6C346.448 6 346 6.44772 346 7V35C346 35.5523 345.552 36 345 36C344.448 36 344 35.5523 344 35V6C344 5.44772 343.552 5 343 5C342.448 5 342 5.44772 342 6V36C342 36.5523 341.552 37 341 37C340.448 37 340 36.5523 340 36V19C340 18.4477 339.552 18 339 18C338.448 18 338 18.4477 338 19V23C338 23.5523 337.552 24 337 24C336.448 24 336 23.5523 336 23V9C336 8.44772 335.552 8 335 8C334.448 8 334 8.44772 334 9V33C334 33.5523 333.552 34 333 34C332.448 34 332 33.5523 332 33V5C332 4.44772 331.552 4 331 4C330.448 4 330 4.44772 330 5V37C330 37.5523 329.552 38 329 38C328.448 38 328 37.5523 328 37V2C328 1.44772 327.552 1 327 1C326.448 1 326 1.44772 326 2V40C326 40.5523 325.552 41 325 41C324.448 41 324 40.5523 324 40V15C324 14.4477 323.552 14 323 14C322.448 14 322 14.4477 322 15V27C322 27.5523 321.552 28 321 28C320.448 28 320 27.5523 320 27V2C320 1.44772 319.552 1 319 1C318.448 1 318 1.44772 318 2V40C318 40.5523 317.552 41 317 41C316.448 41 316 40.5523 316 40V12C316 11.4477 315.552 11 315 11C314.448 11 314 11.4477 314 12V30C314 30.5523 313.552 31 313 31C312.448 31 312 30.5523 312 30V6C312 5.44772 311.552 5 311 5C310.448 5 310 5.44772 310 6V36C310 36.5523 309.552 37 309 37C308.448 37 308 36.5523 308 36V4C308 3.44772 307.552 3 307 3C306.448 3 306 3.44772 306 4V38C306 38.5523 305.552 39 305 39C304.448 39 304 38.5523 304 38V2C304 1.44772 303.552 1 303 1C302.448 1 302 1.44772 302 2V40C302 40.5523 301.552 41 301 41C300.448 41 300 40.5523 300 40V5C300 4.44772 299.552 4 299 4C298.448 4 298 4.44772 298 5V37C298 37.5523 297.552 38 297 38C296.448 38 296 37.5523 296 37V10C296 9.44772 295.552 9 295 9C294.448 9 294 9.44772 294 10V32C294 32.5523 293.552 33 293 33C292.448 33 292 32.5523 292 32V14C292 13.4477 291.552 13 291 13C290.448 13 290 13.4477 290 14V28C290 28.5523 289.552 29 289 29C288.448 29 288 28.5523 288 28V7C288 6.44772 287.552 6 287 6C286.448 6 286 6.44772 286 7V35C286 35.5523 285.552 36 285 36C284.448 36 284 35.5523 284 35V6C284 5.44772 283.552 5 283 5C282.448 5 282 5.44772 282 6V22C282 22.5523 281.552 23 281 23C280.448 23 280 22.5523 280 22V21C280 20.4477 279.552 20 279 20C278.448 20 278 20.4477 278 21V33C278 33.5523 277.552 34 277 34C276.448 34 276 33.5523 276 33V9C276 8.44772 275.552 8 275 8C274.448 8 274 8.44772 274 9V22C274 22.5523 273.552 23 273 23C272.448 23 272 22.5523 272 22V20C272 19.4477 271.552 19 271 19C270.448 19 270 19.4477 270 20V37C270 37.5523 269.552 38 269 38C268.448 38 268 37.5523 268 37V5C268 4.44772 267.552 4 267 4C266.448 4 266 4.44772 266 5V30C266 30.5523 265.552 31 265 31C264.448 31 264 30.5523 264 30V12C264 11.4477 263.552 11 263 11C262.448 11 262 11.4477 262 12V39C262 39.5523 261.552 40 261 40C260.448 40 260 39.5523 260 39V3C260 2.44772 259.552 2 259 2C258.448 2 258 2.44772 258 3V30C258 30.5523 257.552 31 257 31C256.448 31 256 30.5523 256 30V12C256 11.4477 255.552 11 255 11C254.448 11 254 11.4477 254 12V35C254 35.5523 253.552 36 253 36C252.448 36 252 35.5523 252 35V7C252 6.44772 251.552 6 251 6C250.448 6 250 6.44772 250 7V28C250 28.5523 249.552 29 249 29C248.448 29 248 28.5523 248 28V14C248 13.4477 247.552 13 247 13C246.448 13 246 13.4477 246 14V38C246 38.5523 245.552 39 245 39C244.448 39 244 38.5523 244 38V4C244 3.44772 243.552 3 243 3C242.448 3 242 3.44772 242 4V39C242 39.5523 241.552 40 241 40C240.448 40 240 39.5523 240 39V3C240 2.44772 239.552 2 239 2C238.448 2 238 2.44772 238 3V32C238 32.5523 237.552 33 237 33C236.448 33 236 32.5523 236 32V10C236 9.44772 235.552 9 235 9C234.448 9 234 9.44772 234 10V39C234 39.5523 233.552 40 233 40C232.448 40 232 39.5523 232 39V3C232 2.44772 231.552 2 231 2C230.448 2 230 2.44772 230 3V33C230 33.5523 229.552 34 229 34C228.448 34 228 33.5523 228 33V9C228 8.44772 227.552 8 227 8C226.448 8 226 8.44772 226 9V35C226 35.5523 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1096 39V3C1096 2.44772 1095.55 2 1095 2C1094.45 2 1094 2.44772 1094 3V40C1094 40.5523 1093.55 41 1093 41C1092.45 41 1092 40.5523 1092 40V2C1092 1.44772 1091.55 1 1091 1C1090.45 1 1090 1.44772 1090 2V39C1090 39.5523 1089.55 40 1089 40C1088.45 40 1088 39.5523 1088 39V3C1088 2.44772 1087.55 2 1087 2C1086.45 2 1086 2.44772 1086 3V33C1086 33.5523 1085.55 34 1085 34C1084.45 34 1084 33.5523 1084 33V9C1084 8.44772 1083.55 8 1083 8C1082.45 8 1082 8.44772 1082 9V28C1082 28.5523 1081.55 29 1081 29C1080.45 29 1080 28.5523 1080 28V14C1080 13.4477 1079.55 13 1079 13C1078.45 13 1078 13.4477 1078 14V23C1078 23.5523 1077.55 24 1077 24C1076.45 24 1076 23.5523 1076 23V19C1076 18.4477 1075.55 18 1075 18C1074.45 18 1074 18.4477 1074 19V38C1074 38.5523 1073.55 39 1073 39C1072.45 39 1072 38.5523 1072 38V4C1072 3.44772 1071.55 3 1071 3C1070.45 3 1070 3.44772 1070 4V30C1070 30.5523 1069.55 31 1069 31C1068.45 31 1068 30.5523 1068 30V12C1068 11.4477 1067.55 11 1067 11C1066.45 11 1066 11.4477 1066 12V22C1066 22.5523 1065.55 23 1065 23C1064.45 23 1064 22.5523 1064 22V20C1064 19.4477 1063.55 19 1063 19C1062.45 19 1062 19.4477 1062 20V36C1062 36.5523 1061.55 37 1061 37C1060.45 37 1060 36.5523 1060 36V6C1060 5.44772 1059.55 5 1059 5C1058.45 5 1058 5.44772 1058 6V32C1058 32.5523 1057.55 33 1057 33C1056.45 33 1056 32.5523 1056 32V10C1056 9.44772 1055.55 9 1055 9C1054.45 9 1054 9.44772 1054 10V32C1054 32.5523 1053.55 33 1053 33C1052.45 33 1052 32.5523 1052 32V10C1052 9.44772 1051.55 9 1051 9C1050.45 9 1050 9.44772 1050 10V37C1050 37.5523 1049.55 38 1049 38C1048.45 38 1048 37.5523 1048 37V5C1048 4.44772 1047.55 4 1047 4C1046.45 4 1046 4.44772 1046 5V27C1046 27.5523 1045.55 28 1045 28C1044.45 28 1044 27.5523 1044 27V14C1044 13.4477 1043.55 13 1043 13C1042.45 13 1042 13.4477 1042 14V37C1042 37.5523 1041.55 38 1041 38C1040.45 38 1040 37.5523 1040 37V5C1040 4.44772 1039.55 4 1039 4C1038.45 4 1038 4.44772 1038 5V33C1038 33.5523 1037.55 34 1037 34C1036.45 34 1036 33.5523 1036 33V9C1036 8.44772 1035.55 8 1035 8C1034.45 8 1034 8.44772 1034 9V33C1034 33.5523 1033.55 34 1033 34C1032.45 34 1032 33.5523 1032 33V9C1032 8.44772 1031.55 8 1031 8C1030.45 8 1030 8.44772 1030 9V32C1030 32.5523 1029.55 33 1029 33C1028.45 33 1028 32.5523 1028 32V10C1028 9.44772 1027.55 9 1027 9C1026.45 9 1026 9.44772 1026 10V27C1026 27.5523 1025.55 28 1025 28C1024.45 28 1024 27.5523 1024 27V15C1024 14.4477 1023.55 14 1023 14C1022.45 14 1022 14.4477 1022 15V23C1022 23.5523 1021.55 24 1021 24C1020.45 24 1020 23.5523 1020 23V19C1020 18.4477 1019.55 18 1019 18C1018.45 18 1018 18.4477 1018 19V38C1018 38.5523 1017.55 39 1017 39C1016.45 39 1016 38.5523 1016 38V4C1016 3.44772 1015.55 3 1015 3C1014.45 3 1014 3.44772 1014 4V40C1014 40.5523 1013.55 41 1013 41C1012.45 41 1012 40.5523 1012 40V2C1012 1.44772 1011.55 1 1011 1C1010.45 1 1010 1.44772 1010 2V28C1010 28.5523 1009.55 29 1009 29C1008.45 29 1008 28.5523 1008 28V14C1008 13.4477 1007.55 13 1007 13C1006.45 13 1006 13.4477 1006 14V38C1006 38.5523 1005.55 39 1005 39C1004.45 39 1004 38.5523 1004 38V4C1004 3.44772 1003.55 3 1003 3C1002.45 3 1002 3.44772 1002 4V35C1002 35.5523 1001.55 36 1001 36C1000.45 36 1000 35.5523 1000 35V7C1000 6.44772 999.552 6 999 6C998.448 6 998 6.44772 998 7V33C998 33.5523 997.552 34 997 34C996.448 34 996 33.5523 996 33V9C996 8.44772 995.552 8 995 8C994.448 8 994 8.44772 994 9V28C994 28.5523 993.552 29 993 29C992.448 29 992 28.5523 992 28V14C992 13.4477 991.552 13 991 13C990.448 13 990 13.4477 990 14V40C990 40.5523 989.552 41 989 41C988.448 41 988 40.5523 988 40V2C988 1.44772 987.552 1 987 1C986.448 1 986 1.44772 986 2V40C986 40.5523 985.552 41 985 41C984.448 41 984 40.5523 984 40V2C984 1.44772 983.552 1 983 1C982.448 1 982 1.44772 982 2V40C982 40.5523 981.552 41 981 41C980.448 41 980 40.5523 980 40V14C980 13.4477 979.552 13 979 13C978.448 13 978 13.4477 978 14V28C978 28.5523 977.552 29 977 29C976.448 29 976 28.5523 976 28V9C976 8.44772 975.552 8 975 8C974.448 8 974 8.44772 974 9V33C974 33.5523 973.552 34 973 34C972.448 34 972 33.5523 972 33V7C972 6.44772 971.552 6 971 6C970.448 6 970 6.44772 970 7V35C970 35.5523 969.552 36 969 36C968.448 36 968 35.5523 968 35V4C968 3.44772 967.552 3 967 3C966.448 3 966 3.44772 966 4V38C966 38.5523 965.552 39 965 39C964.448 39 964 38.5523 964 38V14C964 13.4477 963.552 13 963 13C962.448 13 962 13.4477 962 14V28C962 28.5523 961.552 29 961 29C960.448 29 960 28.5523 960 28V2C960 1.44772 959.552 1 959 1C958.448 1 958 1.44772 958 2V40C958 40.5523 957.552 41 957 41C956.448 41 956 40.5523 956 40V4C956 3.44772 955.552 3 955 3C954.448 3 954 3.44772 954 4V38C954 38.5523 953.552 39 953 39C952.448 39 952 38.5523 952 38V19C952 18.4477 951.552 18 951 18C950.448 18 950 18.4477 950 19V23C950 23.5523 949.552 24 949 24C948.448 24 948 23.5523 948 23V15C948 14.4477 947.552 14 947 14C946.448 14 946 14.4477 946 15V27C946 27.5523 945.552 28 945 28C944.448 28 944 27.5523 944 27V10C944 9.44772 943.552 9 943 9C942.448 9 942 9.44772 942 10V32C942 32.5523 941.552 33 941 33C940.448 33 940 32.5523 940 32V9C940 8.44772 939.552 8 939 8C938.448 8 938 8.44772 938 9V33C938 33.5523 937.552 34 937 34C936.448 34 936 33.5523 936 33V9C936 8.44772 935.552 8 935 8C934.448 8 934 8.44772 934 9V33C934 33.5523 933.552 34 933 34C932.448 34 932 33.5523 932 33V5C932 4.44772 931.552 4 931 4C930.448 4 930 4.44772 930 5V37C930 37.5523 929.552 38 929 38C928.448 38 928 37.5523 928 37V14C928 13.4477 927.552 13 927 13C926.448 13 926 13.4477 926 14V27C926 27.5523 925.552 28 925 28C924.448 28 924 27.5523 924 27V5C924 4.44772 923.552 4 923 4C922.448 4 922 4.44772 922 5V37C922 37.5523 921.552 38 921 38C920.448 38 920 37.5523 920 37V10C920 9.44772 919.552 9 919 9C918.448 9 918 9.44772 918 10V32C918 32.5523 917.552 33 917 33C916.448 33 916 32.5523 916 32V10C916 9.44772 915.552 9 915 9C914.448 9 914 9.44772 914 10V32C914 32.5523 913.552 33 913 33C912.448 33 912 32.5523 912 32V6C912 5.44772 911.552 5 911 5C910.448 5 910 5.44772 910 6V36C910 36.5523 909.552 37 909 37C908.448 37 908 36.5523 908 36V20C908 19.4477 907.552 19 907 19C906.448 19 906 19.4477 906 20V22C906 22.5523 905.552 23 905 23C904.448 23 904 22.5523 904 22V12C904 11.4477 903.552 11 903 11C902.448 11 902 11.4477 902 12V30C902 30.5523 901.552 31 901 31C900.448 31 900 30.5523 900 30V4C900 3.44772 899.552 3 899 3C898.448 3 898 3.44772 898 4V38C898 38.5523 897.552 39 897 39C896.448 39 896 38.5523 896 38V19C896 18.4477 895.552 18 895 18C894.448 18 894 18.4477 894 19V23C894 23.5523 893.552 24 893 24C892.448 24 892 23.5523 892 23V14C892 13.4477 891.552 13 891 13C890.448 13 890 13.4477 890 14V28C890 28.5523 889.552 29 889 29C888.448 29 888 28.5523 888 28V9C888 8.44772 887.552 8 887 8C886.448 8 886 8.44772 886 9V33C886 33.5523 885.552 34 885 34C884.448 34 884 33.5523 884 33V3C884 2.44772 883.552 2 883 2C882.448 2 882 2.44772 882 3V39C882 39.5523 881.552 40 881 40C880.448 40 880 39.5523 880 39V2C880 1.44772 879.552 1 879 1C878.448 1 878 1.44772 878 2V40C878 40.5523 877.552 41 877 41C876.448 41 876 40.5523 876 40V3C876 2.44772 875.552 2 875 2C874.448 2 874 2.44772 874 3V39C874 39.5523 873.552 40 873 40C872.448 40 872 39.5523 872 39V5C872 4.44772 871.552 4 871 4C870.448 4 870 4.44772 870 5V37C870 37.5523 869.552 38 869 38C868.448 38 868 37.5523 868 37V8C868 7.44772 867.552 7 867 7C866.448 7 866 7.44772 866 8V34C866 34.5523 865.552 35 865 35C864.448 35 864 34.5523 864 34V2C864 1.44772 863.552 1 863 1C862.448 1 862 1.44772 862 2V40C862 40.5523 861.552 41 861 41C860.448 41 860 40.5523 860 40V8C860 7.44772 859.552 7 859 7C858.448 7 858 7.44772 858 8V34C858 34.5523 857.552 35 857 35C856.448 35 856 34.5523 856 34V2C856 1.44772 855.552 1 855 1C854.448 1 854 1.44772 854 2V40C854 40.5523 853.552 41 853 41C852.448 41 852 40.5523 852 40V6C852 5.44772 851.552 5 851 5C850.448 5 850 5.44772 850 6V36C850 36.5523 849.552 37 849 37C848.448 37 848 36.5523 848 36V8C848 7.44772 847.552 7 847 7C846.448 7 846 7.44772 846 8V34C846 34.5523 845.552 35 845 35C844.448 35 844 34.5523 844 34V17C844 16.4477 843.552 16 843 16C842.448 16 842 16.4477 842 17V25C842 25.5523 841.552 26 841 26C840.448 26 840 25.5523 840 25V7C840 6.44772 839.552 6 839 6C838.448 6 838 6.44772 838 7V35C838 35.5523 837.552 36 837 36C836.448 36 836 35.5523 836 35V17C836 16.4477 835.552 16 835 16C834.448 16 834 16.4477 834 17V25C834 25.5523 833.552 26 833 26C832.448 26 832 25.5523 832 25V12C832 11.4477 831.552 11 831 11C830.448 11 830 11.4477 830 12V30C830 30.5523 829.552 31 829 31C828.448 31 828 30.5523 828 30V12C828 11.4477 827.552 11 827 11C826.448 11 826 11.4477 826 12V30C826 30.5523 825.552 31 825 31C824.448 31 824 30.5523 824 30V4C824 3.44772 823.552 3 823 3C822.448 3 822 3.44772 822 4V38C822 38.5523 821.552 39 821 39C820.448 39 820 38.5523 820 38V4C820 3.44772 819.552 3 819 3C818.448 3 818 3.44772 818 4V38C818 38.5523 817.552 39 817 39C816.448 39 816 38.5523 816 38V9C816 8.44772 815.552 8 815 8C814.448 8 814 8.44772 814 9V33C814 33.5523 813.552 34 813 34C812.448 34 812 33.5523 812 33V7C812 6.44772 811.552 6 811 6C810.448 6 810 6.44772 810 7V35C810 35.5523 809.552 36 809 36C808.448 36 808 35.5523 808 35V14C808 13.4477 807.552 13 807 13C806.448 13 806 13.4477 806 14V28C806 28.5523 805.552 29 805 29C804.448 29 804 28.5523 804 28V5C804 4.44772 803.552 4 803 4C802.448 4 802 4.44772 802 5V37C802 37.5523 801.552 38 801 38C800.448 38 800 37.5523 800 37V8C800 7.44772 799.552 7 799 7C798.448 7 798 7.44772 798 8V34C798 34.5523 797.552 35 797 35C796.448 35 796 34.5523 796 34V10C796 9.44772 795.552 9 795 9C794.448 9 794 9.44772 794 10V32C794 32.5523 793.552 33 793 33C792.448 33 792 32.5523 792 32V5C792 4.44772 791.552 4 791 4C790.448 4 790 4.44772 790 5V37C790 37.5523 789.552 38 789 38C788.448 38 788 37.5523 788 37V17C788 16.4477 787.552 16 787 16C786.448 16 786 16.4477 786 17V25C786 25.5523 785.552 26 785 26C784.448 26 784 25.5523 784 25V14C784 13.4477 783.552 13 783 13C782.448 13 782 13.4477 782 14V28C782 28.5523 781.552 29 781 29C780.448 29 780 28.5523 780 28V9C780 8.44772 779.552 8 779 8C778.448 8 778 8.44772 778 9V33C778 33.5523 777.552 34 777 34C776.448 34 776 33.5523 776 33V2C776 1.44772 775.552 1 775 1C774.448 1 774 1.44772 774 2V40C774 40.5523 773.552 41 773 41C772.448 41 772 40.5523 772 40V12C772 11.4477 771.552 11 771 11C770.448 11 770 11.4477 770 12V30C770 30.5523 769.552 31 769 31C768.448 31 768 30.5523 768 30V7C768 6.44772 767.552 6 767 6C766.448 6 766 6.44772 766 7V35C766 35.5523 765.552 36 765 36C764.448 36 764 35.5523 764 35V9C764 8.44772 763.552 8 763 8C762.448 8 762 8.44772 762 9V33C762 33.5523 761.552 34 761 34C760.448 34 760 33.5523 760 33V3C760 2.44772 759.552 2 759 2C758.448 2 758 2.44772 758 3V39C758 39.5523 757.552 40 757 40C756.448 40 756 39.5523 756 39V10C756 9.44772 755.552 9 755 9C754.448 9 754 9.44772 754 10V32C754 32.5523 753.552 33 753 33C752.448 33 752 32.5523 752 32V3C752 2.44772 751.552 2 751 2C750.448 2 750 2.44772 750 3V39C750 39.5523 749.552 40 749 40C748.448 40 748 39.5523 748 39V4C748 3.44772 747.552 3 747 3C746.448 3 746 3.44772 746 4V38C746 38.5523 745.552 39 745 39C744.448 39 744 38.5523 744 38V14C744 13.4477 743.552 13 743 13C742.448 13 742 13.4477 742 14V28C742 28.5523 741.552 29 741 29C740.448 29 740 28.5523 740 28V7C740 6.44772 739.552 6 739 6C738.448 6 738 6.44772 738 7V35C738 35.5523 737.552 36 737 36C736.448 36 736 35.5523 736 35V12C736 11.4477 735.552 11 735 11C734.448 11 734 11.4477 734 12V30C734 30.5523 733.552 31 733 31C732.448 31 732 30.5523 732 30V3C732 2.44772 731.552 2 731 2C730.448 2 730 2.44772 730 3V39C730 39.5523 729.552 40 729 40C728.448 40 728 39.5523 728 39V12C728 11.4477 727.552 11 727 11C726.448 11 726 11.4477 726 12V30C726 30.5523 725.552 31 725 31C724.448 31 724 30.5523 724 30V5C724 4.44772 723.552 4 723 4C722.448 4 722 4.44772 722 5V37C722 37.5523 721.552 38 721 38C720.448 38 720 37.5523 720 37V20C720 19.4477 719.552 19 719 19C718.448 19 718 19.4477 718 20V22C718 22.5523 717.552 23 717 23C716.448 23 716 22.5523 716 22V9C716 8.44772 715.552 8 715 8C714.448 8 714 8.44772 714 9V33C714 33.5523 713.552 34 713 34C712.448 34 712 33.5523 712 33V21C712 20.4477 711.552 20 711 20C710.448 20 710 20.4477 710 21V22C710 22.5523 709.552 23 709 23C708.448 23 708 22.5523 708 22V6C708 5.44772 707.552 5 707 5C706.448 5 706 5.44772 706 6V36C706 36.5523 705.552 37 705 37C704.448 37 704 36.5523 704 36V12C704 11.4477 703.552 11 703 11C702.448 11 702 11.4477 702 12V30C702 30.5523 701.552 31 701 31C700.448 31 700 30.5523 700 30V20C700 19.4477 699.552 19 699 19C698.448 19 698 19.4477 698 20V22C698 22.5523 697.552 23 697 23C696.448 23 696 22.5523 696 22V8C696 7.44772 695.552 7 695 7C694.448 7 694 7.44772 694 8V34C694 34.5523 693.552 35 693 35C692.448 35 692 34.5523 692 34V2C692 1.44772 691.552 1 691 1C690.448 1 690 1.44772 690 2V40C690 40.5523 689.552 41 689 41C688.448 41 688 40.5523 688 40V5C688 4.44772 687.552 4 687 4C686.448 4 686 4.44772 686 5V37C686 37.5523 685.552 38 685 38C684.448 38 684 37.5523 684 37V15C684 14.4477 683.552 14 683 14C682.448 14 682 14.4477 682 15V27C682 27.5523 681.552 28 681 28C680.448 28 680 27.5523 680 27V9C680 8.44772 679.552 8 679 8C678.448 8 678 8.44772 678 9V33C678 33.5523 677.552 34 677 34C676.448 34 676 33.5523 676 33V12C676 11.4477 675.552 11 675 11C674.448 11 674 11.4477 674 12V30C674 30.5523 673.552 31 673 31C672.448 31 672 30.5523 672 30V4C672 3.44772 671.552 3 671 3C670.448 3 670 3.44772 670 4V38C670 38.5523 669.552 39 669 39C668.448 39 668 38.5523 668 38V2C668 1.44772 667.552 1 667 1C666.448 1 666 1.44772 666 2V40C666 40.5523 665.552 41 665 41C664.448 41 664 40.5523 664 40V17C664 16.4477 663.552 16 663 16C662.448 16 662 16.4477 662 17V25C662 25.5523 661.552 26 661 26C660.448 26 660 25.5523 660 25V14C660 13.4477 659.552 13 659 13C658.448 13 658 13.4477 658 14V28C658 28.5523 657.552 29 657 29C656.448 29 656 28.5523 656 28V12C656 11.4477 655.552 11 655 11C654.448 11 654 11.4477 654 12V30C654 30.5523 653.552 31 653 31C652.448 31 652 30.5523 652 30V2C652 1.44772 651.552 1 651 1C650.448 1 650 1.44772 650 2V40C650 40.5523 649.552 41 649 41C648.448 41 648 40.5523 648 40V2C648 1.44772 647.552 1 647 1C646.448 1 646 1.44772 646 2V40C646 40.5523 645.552 41 645 41C644.448 41 644 40.5523 644 40V5C644 4.44772 643.552 4 643 4C642.448 4 642 4.44772 642 5V37C642 37.5523 641.552 38 641 38C640.448 38 640 37.5523 640 37V9C640 8.44772 639.552 8 639 8C638.448 8 638 8.44772 638 9V33C638 33.5523 637.552 34 637 34C636.448 34 636 33.5523 636 33V15C636 14.4477 635.552 14 635 14C634.448 14 634 14.4477 634 15V27C634 27.5523 633.552 28 633 28C632.448 28 632 27.5523 632 27V9C632 8.44772 631.552 8 631 8C630.448 8 630 8.44772 630 9V33C630 33.5523 629.552 34 629 34C628.448 34 628 33.5523 628 33V3C628 2.44772 627.552 2 627 2C626.448 2 626 2.44772 626 3V39C626 39.5523 625.552 40 625 40C624.448 40 624 39.5523 624 39V5C624 4.44772 623.552 4 623 4C622.448 4 622 4.44772 622 5V37C622 37.5523 621.552 38 621 38C620.448 38 620 37.5523 620 37V6C620 5.44772 619.552 5 619 5C618.448 5 618 5.44772 618 6V36C618 36.5523 617.552 37 617 37C616.448 37 616 36.5523 616 36V12C616 11.4477 615.552 11 615 11C614.448 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2V40C582 40.5523 581.552 41 581 41C580.448 41 580 40.5523 580 40V12C580 11.4477 579.552 11 579 11C578.448 11 578 11.4477 578 12V30C578 30.5523 577.552 31 577 31C576.448 31 576 30.5523 576 30V7C576 6.44772 575.552 6 575 6C574.448 6 574 6.44772 574 7V35C574 35.5523 573.552 36 573 36C572.448 36 572 35.5523 572 35V9C572 8.44772 571.552 8 571 8C570.448 8 570 8.44772 570 9V33C570 33.5523 569.552 34 569 34C568.448 34 568 33.5523 568 33V2C568 1.44772 567.552 1 567 1C566.448 1 566 1.44772 566 2V40C566 40.5523 565.552 41 565 41C564.448 41 564 40.5523 564 40V7C564 6.44772 563.552 6 563 6C562.448 6 562 6.44772 562 7V28C562 28.5523 561.552 29 561 29C560.448 29 560 28.5523 560 28V14C560 13.4477 559.552 13 559 13C558.448 13 558 13.4477 558 14V32C558 32.5523 557.552 33 557 33C556.448 33 556 32.5523 556 32V10C556 9.44772 555.552 9 555 9C554.448 9 554 9.44772 554 10V37C554 37.5523 553.552 38 553 38C552.448 38 552 37.5523 552 37V5C552 4.44772 551.552 4 551 4C550.448 4 550 4.44772 550 5V40C550 40.5523 549.552 41 549 41C548.448 41 548 40.5523 548 40V2C548 1.44772 547.552 1 547 1C546.448 1 546 1.44772 546 2V38C546 38.5523 545.552 39 545 39C544.448 39 544 38.5523 544 38V4C544 3.44772 543.552 3 543 3C542.448 3 542 3.44772 542 4V36C542 36.5523 541.552 37 541 37C540.448 37 540 36.5523 540 36V6C540 5.44772 539.552 5 539 5C538.448 5 538 5.44772 538 6V30C538 30.5523 537.552 31 537 31C536.448 31 536 30.5523 536 30V12C536 11.4477 535.552 11 535 11C534.448 11 534 11.4477 534 12V40C534 40.5523 533.552 41 533 41C532.448 41 532 40.5523 532 40V2C532 1.44772 531.552 1 531 1C530.448 1 530 1.44772 530 2V27C530 27.5523 529.552 28 529 28C528.448 28 528 27.5523 528 27V15C528 14.4477 527.552 14 527 14C526.448 14 526 14.4477 526 15V40C526 40.5523 525.552 41 525 41C524.448 41 524 40.5523 524 40V2C524 1.44772 523.552 1 523 1C522.448 1 522 1.44772 522 2V37C522 37.5523 521.552 38 521 38C520.448 38 520 37.5523 520 37V5C520 4.44772 519.552 4 519 4C518.448 4 518 4.44772 518 5V33C518 33.5523 517.552 34 517 34C516.448 34 516 33.5523 516 33V9C516 8.44772 515.552 8 515 8C514.448 8 514 8.44772 514 9V23C514 23.5523 513.552 24 513 24C512.448 24 512 23.5523 512 23V19C512 18.4477 511.552 18 511 18C510.448 18 510 18.4477 510 19V36C510 36.5523 509.552 37 509 37C508.448 37 508 36.5523 508 36V6C508 5.44772 507.552 5 507 5C506.448 5 506 5.44772 506 6V35C506 35.5523 505.552 36 505 36C504.448 36 504 35.5523 504 35V7C504 6.44772 503.552 6 503 6C502.448 6 502 6.44772 502 7V27C502 27.5523 501.552 28 501 28C500.448 28 500 27.5523 500 27V15C500 14.4477 499.552 14 499 14C498.448 14 498 14.4477 498 15V37C498 37.5523 497.552 38 497 38C496.448 38 496 37.5523 496 37V5C496 4.44772 495.552 4 495 4C494.448 4 494 4.44772 494 5V33C494 33.5523 493.552 34 493 34C492.448 34 492 33.5523 492 33V9C492 8.44772 491.552 8 491 8C490.448 8 490 8.44772 490 9V40C490 40.5523 489.552 41 489 41C488.448 41 488 40.5523 488 40V2C488 1.44772 487.552 1 487 1C486.448 1 486 1.44772 486 2V35C486 35.5523 485.552 36 485 36C484.448 36 484 35.5523 484 35V7C484 6.44772 483.552 6 483 6C482.448 6 482 6.44772 482 7V24C482 24.5523 481.552 25 481 25C480.448 25 480 24.5523 480 24V18C480 17.4477 479.552 17 479 17C478.448 17 478 17.4477 478 18V37C478 37.5523 477.552 38 477 38C476.448 38 476 37.5523 476 37V5C476 4.44772 475.552 4 475 4C474.448 4 474 4.44772 474 5V25C474 25.5523 473.552 26 473 26C472.448 26 472 25.5523 472 25V17C472 16.4477 471.552 16 471 16C470.448 16 470 16.4477 470 17V30C470 30.5523 469.552 31 469 31C468.448 31 468 30.5523 468 30V12C468 11.4477 467.552 11 467 11C466.448 11 466 11.4477 466 12V25C466 25.5523 465.552 26 465 26C464.448 26 464 25.5523 464 25V17C464 16.4477 463.552 16 463 16C462.448 16 462 16.4477 462 17V30C462 30.5523 461.552 31 461 31C460.448 31 460 30.5523 460 30V12C460 11.4477 459.552 11 459 11C458.448 11 458 11.4477 458 12V35C458 35.5523 457.552 36 457 36C456.448 36 456 35.5523 456 35V7C456 6.44772 455.552 6 455 6C454.448 6 454 6.44772 454 7V40C454 40.5523 453.552 41 453 41C452.448 41 452 40.5523 452 40V2C452 1.44772 451.552 1 451 1C450.448 1 450 1.44772 450 2V35C450 35.5523 449.552 36 449 36C448.448 36 448 35.5523 448 35V7C448 6.44772 447.552 6 447 6C446.448 6 446 6.44772 446 7V30C446 30.5523 445.552 31 445 31C444.448 31 444 30.5523 444 30V12C444 11.4477 443.552 11 443 11C442.448 11 442 11.4477 442 12V26C442 26.5523 441.552 27 441 27C440.448 27 440 26.5523 440 26V16C440 15.4477 439.552 15 439 15C438.448 15 438 15.4477 438 16V22C438 22.5523 437.552 23 437 23C436.448 23 436 22.5523 436 22V20C436 19.4477 435.552 19 435 19C434.448 19 434 19.4477 434 20V26C434 26.5523 433.552 27 433 27C432.448 27 432 26.5523 432 26V16C432 15.4477 431.552 15 431 15C430.448 15 430 15.4477 430 16V30C430 30.5523 429.552 31 429 31C428.448 31 428 30.5523 428 30V12C428 11.4477 427.552 11 427 11C426.448 11 426 11.4477 426 12V36C426 36.5523 425.552 37 425 37C424.448 37 424 36.5523 424 36V12C424 11.4477 423.552 11 423 11C422.448 11 422 11.4477 422 12V30C422 30.5523 421.552 31 421 31C420.448 31 420 30.5523 420 30V16C420 15.4477 419.552 15 419 15C418.448 15 418 15.4477 418 16V26C418 26.5523 417.552 27 417 27C416.448 27 416 26.5523 416 26V20C416 19.4477 415.552 19 415 19C414.448 19 414 19.4477 414 20V22C414 22.5523 413.552 23 413 23C412.448 23 412 22.5523 412 22V16C412 15.4477 411.552 15 411 15C410.448 15 410 15.4477 410 16V26C410 26.5523 409.552 27 409 27C408.448 27 408 26.5523 408 26V12C408 11.4477 407.552 11 407 11C406.448 11 406 11.4477 406 12V30C406 30.5523 405.552 31 405 31C404.448 31 404 30.5523 404 30V7C404 6.44772 403.552 6 403 6C402.448 6 402 6.44772 402 7V35C402 35.5523 401.552 36 401 36C400.448 36 400 35.5523 400 35V2C400 1.44772 399.552 1 399 1C398.448 1 398 1.44772 398 2V40C398 40.5523 397.552 41 397 41C396.448 41 396 40.5523 396 40V7C396 6.44772 395.552 6 395 6C394.448 6 394 6.44772 394 7V35C394 35.5523 393.552 36 393 36C392.448 36 392 35.5523 392 35V12C392 11.4477 391.552 11 391 11C390.448 11 390 11.4477 390 12V30C390 30.5523 389.552 31 389 31C388.448 31 388 30.5523 388 30V17C388 16.4477 387.552 16 387 16C386.448 16 386 16.4477 386 17V25C386 25.5523 385.552 26 385 26C384.448 26 384 25.5523 384 25V12C384 11.4477 383.552 11 383 11C382.448 11 382 11.4477 382 12V30C382 30.5523 381.552 31 381 31C380.448 31 380 30.5523 380 30V17C380 16.4477 379.552 16 379 16C378.448 16 378 16.4477 378 17V25C378 25.5523 377.552 26 377 26C376.448 26 376 25.5523 376 25V5C376 4.44772 375.552 4 375 4C374.448 4 374 4.44772 374 5V37C374 37.5523 373.552 38 373 38C372.448 38 372 37.5523 372 37V18C372 17.4477 371.552 17 371 17C370.448 17 370 17.4477 370 18V24C370 24.5523 369.552 25 369 25C368.448 25 368 24.5523 368 24V7C368 6.44772 367.552 6 367 6C366.448 6 366 6.44772 366 7V35C366 35.5523 365.552 36 365 36C364.448 36 364 35.5523 364 35V2C364 1.44772 363.552 1 363 1C362.448 1 362 1.44772 362 2V40C362 40.5523 361.552 41 361 41C360.448 41 360 40.5523 360 40V9C360 8.44772 359.552 8 359 8C358.448 8 358 8.44772 358 9V33C358 33.5523 357.552 34 357 34C356.448 34 356 33.5523 356 33V5C356 4.44772 355.552 4 355 4C354.448 4 354 4.44772 354 5V37C354 37.5523 353.552 38 353 38C352.448 38 352 37.5523 352 37V15C352 14.4477 351.552 14 351 14C350.448 14 350 14.4477 350 15V27C350 27.5523 349.552 28 349 28C348.448 28 348 27.5523 348 27V7C348 6.44772 347.552 6 347 6C346.448 6 346 6.44772 346 7V35C346 35.5523 345.552 36 345 36C344.448 36 344 35.5523 344 35V6C344 5.44772 343.552 5 343 5C342.448 5 342 5.44772 342 6V36C342 36.5523 341.552 37 341 37C340.448 37 340 36.5523 340 36V19C340 18.4477 339.552 18 339 18C338.448 18 338 18.4477 338 19V23C338 23.5523 337.552 24 337 24C336.448 24 336 23.5523 336 23V9C336 8.44772 335.552 8 335 8C334.448 8 334 8.44772 334 9V33C334 33.5523 333.552 34 333 34C332.448 34 332 33.5523 332 33V5C332 4.44772 331.552 4 331 4C330.448 4 330 4.44772 330 5V37C330 37.5523 329.552 38 329 38C328.448 38 328 37.5523 328 37V2C328 1.44772 327.552 1 327 1C326.448 1 326 1.44772 326 2V40C326 40.5523 325.552 41 325 41C324.448 41 324 40.5523 324 40V15C324 14.4477 323.552 14 323 14C322.448 14 322 14.4477 322 15V27C322 27.5523 321.552 28 321 28C320.448 28 320 27.5523 320 27V2C320 1.44772 319.552 1 319 1C318.448 1 318 1.44772 318 2V40C318 40.5523 317.552 41 317 41C316.448 41 316 40.5523 316 40V12C316 11.4477 315.552 11 315 11C314.448 11 314 11.4477 314 12V30C314 30.5523 313.552 31 313 31C312.448 31 312 30.5523 312 30V6C312 5.44772 311.552 5 311 5C310.448 5 310 5.44772 310 6V36C310 36.5523 309.552 37 309 37C308.448 37 308 36.5523 308 36V4C308 3.44772 307.552 3 307 3C306.448 3 306 3.44772 306 4V38C306 38.5523 305.552 39 305 39C304.448 39 304 38.5523 304 38V2C304 1.44772 303.552 1 303 1C302.448 1 302 1.44772 302 2V40C302 40.5523 301.552 41 301 41C300.448 41 300 40.5523 300 40V5C300 4.44772 299.552 4 299 4C298.448 4 298 4.44772 298 5V37C298 37.5523 297.552 38 297 38C296.448 38 296 37.5523 296 37V10C296 9.44772 295.552 9 295 9C294.448 9 294 9.44772 294 10V32C294 32.5523 293.552 33 293 33C292.448 33 292 32.5523 292 32V14C292 13.4477 291.552 13 291 13C290.448 13 290 13.4477 290 14V28C290 28.5523 289.552 29 289 29C288.448 29 288 28.5523 288 28V7C288 6.44772 287.552 6 287 6C286.448 6 286 6.44772 286 7V35C286 35.5523 285.552 36 285 36C284.448 36 284 35.5523 284 35V6C284 5.44772 283.552 5 283 5C282.448 5 282 5.44772 282 6V22C282 22.5523 281.552 23 281 23C280.448 23 280 22.5523 280 22V21C280 20.4477 279.552 20 279 20C278.448 20 278 20.4477 278 21V33C278 33.5523 277.552 34 277 34C276.448 34 276 33.5523 276 33V9C276 8.44772 275.552 8 275 8C274.448 8 274 8.44772 274 9V22C274 22.5523 273.552 23 273 23C272.448 23 272 22.5523 272 22V20C272 19.4477 271.552 19 271 19C270.448 19 270 19.4477 270 20V37C270 37.5523 269.552 38 269 38C268.448 38 268 37.5523 268 37V5C268 4.44772 267.552 4 267 4C266.448 4 266 4.44772 266 5V30C266 30.5523 265.552 31 265 31C264.448 31 264 30.5523 264 30V12C264 11.4477 263.552 11 263 11C262.448 11 262 11.4477 262 12V39C262 39.5523 261.552 40 261 40C260.448 40 260 39.5523 260 39V3C260 2.44772 259.552 2 259 2C258.448 2 258 2.44772 258 3V30C258 30.5523 257.552 31 257 31C256.448 31 256 30.5523 256 30V12C256 11.4477 255.552 11 255 11C254.448 11 254 11.4477 254 12V35C254 35.5523 253.552 36 253 36C252.448 36 252 35.5523 252 35V7C252 6.44772 251.552 6 251 6C250.448 6 250 6.44772 250 7V28C250 28.5523 249.552 29 249 29C248.448 29 248 28.5523 248 28V14C248 13.4477 247.552 13 247 13C246.448 13 246 13.4477 246 14V38C246 38.5523 245.552 39 245 39C244.448 39 244 38.5523 244 38V4C244 3.44772 243.552 3 243 3C242.448 3 242 3.44772 242 4V39C242 39.5523 241.552 40 241 40C240.448 40 240 39.5523 240 39V3C240 2.44772 239.552 2 239 2C238.448 2 238 2.44772 238 3V32C238 32.5523 237.552 33 237 33C236.448 33 236 32.5523 236 32V10C236 9.44772 235.552 9 235 9C234.448 9 234 9.44772 234 10V39C234 39.5523 233.552 40 233 40C232.448 40 232 39.5523 232 39V3C232 2.44772 231.552 2 231 2C230.448 2 230 2.44772 230 3V33C230 33.5523 229.552 34 229 34C228.448 34 228 33.5523 228 33V9C228 8.44772 227.552 8 227 8C226.448 8 226 8.44772 226 9V35C226 35.5523 225.552 36 225 36C224.448 36 224 35.5523 224 35V7C224 6.44772 223.552 6 223 6C222.448 6 222 6.44772 222 7V30C222 30.5523 221.552 31 221 31C220.448 31 220 30.5523 220 30V12C220 11.4477 219.552 11 219 11C218.448 11 218 11.4477 218 12V40C218 40.5523 217.552 41 217 41C216.448 41 216 40.5523 216 40V2C216 1.44772 215.552 1 215 1C214.448 1 214 1.44772 214 2V33C214 33.5523 213.552 34 213 34C212.448 34 212 33.5523 212 33V9C212 8.44772 211.552 8 211 8C210.448 8 210 8.44772 210 9V28C210 28.5523 209.552 29 209 29C208.448 29 208 28.5523 208 28V14C208 13.4477 207.552 13 207 13C206.448 13 206 13.4477 206 14V25C206 25.5523 205.552 26 205 26C204.448 26 204 25.5523 204 25V17C204 16.4477 203.552 16 203 16C202.448 16 202 16.4477 202 17V37C202 37.5523 201.552 38 201 38C200.448 38 200 37.5523 200 37V5C200 4.44772 199.552 4 199 4C198.448 4 198 4.44772 198 5V32C198 32.5523 197.552 33 197 33C196.448 33 196 32.5523 196 32V10C196 9.44772 195.552 9 195 9C194.448 9 194 9.44772 194 10V34C194 34.5523 193.552 35 193 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<p><a href="https://www.youtube.com/watch?v=dxZbvThQGDA">Watch on YouTube</a></p><p>In this episode I'm joined by a group of seasoned incident response professionals to discuss a simulated incident drill conducted on the Uptime Labs platform. The conversation centers around the <b>Multi-party Dilemma</b>—the challenge of coordinating incident response across teams or organizations with different missions, contexts, or incentives.</p><p>Eric Dobbs, our incident analyst, joins to break down the drill and provide deep insights into the incident dynamics, team interactions, and what true incident analysis looks like when it's done well. Participants Alex Elman and Sarah Butt, who served as deputy and lead incident commanders respectively during the drill, recount their roles and experiences, highlighting realistic stress responses, decision-making, and coordination failures and successes. Hamed Silatani, CEO of Uptime Labs, provides context and insights into the behind-the-scenes work he and his team provide as the other "characters" driving the narrative of the drill.</p><p>The episode uniquely showcases the <b>value of structured incident analysis</b> and the benefits of using drills to expose hidden assumptions and improve resilience in complex systems.</p><p>A few key highlights include:</p><ul><li>How detailed incident analysis leads to an understanding of the context and rationale behind responders' actions, rather than identifying errors or assigning blame.</li><li>The real goal is to learn how the system and people <em>actually</em> function, not just fix a broken component.</li><li>Themes revealed by the analysis and subsequent discussion<ul><li><b>Saturation</b> and the value of trust in delegation (especially between Sarah and Alex).</li><li>The role of <b>deep expertise</b> and how it often makes work appear effortless.</li><li>Importance of recognizing the <b><em>real work</em></b><b> done during incidents</b>—often messy and improvisational.</li></ul></li></ul><p><b>References/Resources&nbsp;</b></p><ul><li><a href="https://uptimelabs.io/what-experts-see-that-the-rest-of-us-miss-during-incidents/">What Experts See That the Rest of Us Miss During Incidents</a></li><li><a href="https://uptimelabs.io/virtual-festival-2025/">Incident Fest</a> (Uptime Labs event)</li><li><a href="https://www.researchgate.net/publication/220628177_Beyond_Simon's_Slice_Five_Fundamental_Trade-Offs_that_Bound_the_Performance_of_Macrocognitive_Work_Systems">Law of Fluency</a>&nbsp;</li><li><a href="https://www.researchgate.net/publication/376354074_Handling_the_Multi-Party_Dilemma">Handling the Multi-Party Dilemma</a> (Sarah &amp; Alex paper)</li><li><a href="https://www.youtube.com/watch?v=CbSiKAtO7Fk">Embracing the Multi-Party Dilemma</a> (Sarah &amp; Alex conference talk)</li></ul><p><br></p><p><br></p><p><br></p>
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<time>0:05</time>
<p>
<span data-t="5.2">Greetings</span>
<span data-t="5.6">fellow</span>
<span data-t="5.9">incident</span>
<span data-t="6.2">nerd</span>
<span data-t="6.6">and</span>
<span data-t="6.9">welcome</span>
<span data-t="7.1">back</span>
<span data-t="7.4">to</span>
<span data-t="7.6">an</span>
<span data-t="8.0">unusual</span>
<span data-t="8.5">version</span>
<span data-t="8.9">of</span>
<span data-t="9.3">the</span>
<span data-t="9.5">Void</span>
<span data-t="9.7">Podcast.</span>
<span data-t="11.0">In</span>
<span data-t="11.1">some</span>
<span data-t="11.3">ways</span>
<span data-t="11.5">it&#39;ll</span>
<span data-t="11.6">be</span>
<span data-t="11.8">like</span>
<span data-t="12.0">all</span>
<span data-t="12.1">the</span>
<span data-t="12.2">other</span>
<span data-t="12.3">ones</span>
<span data-t="12.5">we&#39;ve</span>
<span data-t="12.7">done.</span>
<span data-t="13.0">We</span>
<span data-t="13.3">will</span>
<span data-t="13.7">talk</span>
<span data-t="14.1">about</span>
<span data-t="14.4">an</span>
<span data-t="14.5">incident,</span>
<span data-t="15.1">an</span>
<span data-t="15.3">incident</span>
<span data-t="15.7">report,</span>
<span data-t="16.1">and</span>
<span data-t="16.2">the</span>
<span data-t="16.3">people</span>
<span data-t="16.5">that</span>
<span data-t="16.7">were</span>
<span data-t="16.8">involved</span>
<span data-t="17.1">in</span>
<span data-t="17.2">it.</span>
<span data-t="18.2">It</span>
<span data-t="18.3">will</span>
<span data-t="18.5">be</span>
<span data-t="18.6">different</span>
<span data-t="18.9">in</span>
<span data-t="19.1">two</span>
<span data-t="19.4">notable</span>
<span data-t="19.9">ways.</span>
<span data-t="20.6">First,</span>
<span data-t="21.2">the</span>
<span data-t="21.3">incident</span>
<span data-t="21.9">is</span>
<span data-t="22.1">actually</span>
<span data-t="22.4">a</span>
<span data-t="22.5">drill</span>
<span data-t="23.4">that</span>
<span data-t="23.7">is</span>
<span data-t="23.9">hosted</span>
<span data-t="24.5">on</span>
<span data-t="25.0">the</span>
<span data-t="25.2">Uptime</span>
<span data-t="25.7">Labs</span>
<span data-t="26.2">platform.</span>
<span data-t="27.2">You&#39;ll</span>
<span data-t="27.4">hear</span>
<span data-t="27.6">a</span>
<span data-t="27.7">little</span>
<span data-t="27.9">bit</span>
<span data-t="28.1">more</span>
<span data-t="28.5">about</span>
<span data-t="29.0">that</span>
<span data-t="29.4">as</span>
<span data-t="29.6">we</span>
<span data-t="29.6">get</span>
<span data-t="29.8">into</span>
<span data-t="30.2">it.</span>
<span data-t="30.8">The</span>
<span data-t="31.2">short</span>
<span data-t="31.5">version</span>
<span data-t="32.0">is</span>
<span data-t="32.7">it&#39;s</span>
<span data-t="32.9">a</span>
<span data-t="32.9">way</span>
<span data-t="33.1">for</span>
<span data-t="33.3">people</span>
<span data-t="33.9">to</span>
<span data-t="34.1">practice</span>
<span data-t="34.7">incident</span>
<span data-t="35.0">response.</span>
<span data-t="35.6">You</span>
<span data-t="35.8">can</span>
<span data-t="36.0">do</span>
<span data-t="36.2">it</span>
<span data-t="36.2">either</span>
<span data-t="36.5">individually</span>
<span data-t="37.0">or</span>
<span data-t="37.1">as</span>
<span data-t="37.3">a</span>
<span data-t="37.4">team,</span>
<span data-t="38.3">and</span>
<span data-t="39.3">I</span>
<span data-t="39.5">really</span>
<span data-t="39.7">like</span>
<span data-t="40.0">it</span>
<span data-t="40.4">as</span>
<span data-t="40.7">a</span>
<span data-t="40.7">way</span>
<span data-t="41.1">to</span>
<span data-t="41.4">not</span>
<span data-t="41.6">just</span>
<span data-t="41.8">practice</span>
<span data-t="42.8">incident</span>
<span data-t="43.1">response,</span>
<span data-t="43.5">get</span>
<span data-t="43.7">better</span>
<span data-t="44.0">at</span>
<span data-t="44.1">that.</span>
<span data-t="44.7">But</span>
<span data-t="44.9">I&#39;ve</span>
<span data-t="45.1">found</span>
<span data-t="45.7">watching</span>
<span data-t="46.1">some</span>
<span data-t="46.4">of</span>
<span data-t="46.4">the</span>
<span data-t="46.5">drills</span>
<span data-t="46.9">and</span>
<span data-t="47.0">talking</span>
<span data-t="47.3">to</span>
<span data-t="47.4">people</span>
<span data-t="47.7">about</span>
<span data-t="48.0">it,</span>
<span data-t="48.4">that</span>
<span data-t="48.6">it</span>
<span data-t="48.7">also</span>
<span data-t="49.0">helps</span>
<span data-t="49.4">reveal</span>
<span data-t="50.1">a</span>
<span data-t="50.3">lot</span>
<span data-t="50.5">of</span>
<span data-t="50.5">assumptions</span>
<span data-t="51.0">about</span>
<span data-t="51.2">how</span>
<span data-t="51.7">incident</span>
<span data-t="52.1">response</span>
<span data-t="52.9">happens</span>
<span data-t="53.4">versus</span>
<span data-t="54.0">the</span>
<span data-t="54.1">messy</span>
<span data-t="54.5">realities</span>
<span data-t="55.1">of</span>
<span data-t="55.2">what</span>
<span data-t="55.5">actually</span>
<span data-t="56.0">happens.</span>
<span data-t="57.3">And</span>
<span data-t="58.1">so</span>
<span data-t="58.8">that&#39;s</span>
<span data-t="59.1">the</span>
<span data-t="59.2">setup.</span>
<span data-t="60.1">So</span>
<span data-t="60.3">that&#39;s</span>
<span data-t="60.5">what&#39;s</span>
<span data-t="60.9">part</span>
<span data-t="61.1">of</span>
<span data-t="61.2">what&#39;s</span>
<span data-t="61.4">unique.</span>
<span data-t="62.1">And</span>
<span data-t="62.3">then</span>
<span data-t="62.8">the</span>
<span data-t="62.9">second</span>
<span data-t="63.3">part</span>
<span data-t="63.8">is</span>
<span data-t="64.0">that</span>
<span data-t="64.2">we</span>
<span data-t="64.4">get</span>
<span data-t="64.7">to</span>
<span data-t="65.3">see</span>
<span data-t="66.4">what.</span>
<span data-t="67.3">Incident</span>
<span data-t="67.9">analysis</span>
<span data-t="68.9">really</span>
<span data-t="69.3">looks</span>
<span data-t="69.6">like</span>
<span data-t="70.2">on</span>
<span data-t="70.5">top</span>
<span data-t="70.9">of</span>
<span data-t="71.0">one</span>
<span data-t="71.2">of</span>
<span data-t="71.3">those</span>
<span data-t="71.5">drills.</span>
<span data-t="72.2">So</span>
<span data-t="72.6">I&#39;ve</span>
<span data-t="72.8">invited</span>
<span data-t="73.8">Eric</span>
<span data-t="74.2">Dobbs</span>
<span data-t="74.8">to</span>
<span data-t="75.0">come</span>
<span data-t="75.5">and</span>
<span data-t="76.0">do</span>
<span data-t="76.4">an</span>
<span data-t="76.5">analysis</span>
<span data-t="77.2">of</span>
<span data-t="77.5">the</span>
<span data-t="77.6">incident</span>
<span data-t="78.5">that</span>
<span data-t="78.8">Sarah</span>
<span data-t="79.4">and</span>
<span data-t="79.7">Alex</span>
<span data-t="80.2">do</span>
<span data-t="80.6">on</span>
<span data-t="80.9">the</span>
<span data-t="80.9">Uptime</span>
<span data-t="81.4">Labs</span>
<span data-t="81.7">platform</span>
<span data-t="82.9">and.</span>
<span data-t="84.0">This</span>
<span data-t="84.4">is</span>
<span data-t="84.5">not</span>
<span data-t="84.7">something</span>
<span data-t="85.0">that</span>
<span data-t="85.1">most</span>
<span data-t="85.3">people</span>
<span data-t="85.6">get</span>
<span data-t="85.8">to</span>
<span data-t="85.9">do.</span>
<span data-t="86.4">Uh,</span>
<span data-t="86.6">most</span>
<span data-t="86.8">people</span>
<span data-t="87.0">don&#39;t</span>
<span data-t="87.2">get</span>
<span data-t="87.3">to</span>
<span data-t="87.4">watch</span>
<span data-t="87.9">someone</span>
<span data-t="88.3">run</span>
<span data-t="88.4">an</span>
<span data-t="88.5">incident</span>
<span data-t="88.9">unless</span>
<span data-t="89.1">you&#39;re</span>
<span data-t="89.3">on</span>
<span data-t="89.5">an</span>
<span data-t="89.6">incident</span>
<span data-t="89.9">response</span>
<span data-t="90.3">team.</span>
<span data-t="90.8">And</span>
<span data-t="91.0">we</span>
<span data-t="91.1">definitely</span>
<span data-t="91.8">don&#39;t</span>
<span data-t="92.0">get</span>
<span data-t="92.2">to</span>
<span data-t="92.3">see</span>
<span data-t="92.5">what</span>
<span data-t="92.8">really</span>
<span data-t="93.4">high</span>
<span data-t="93.6">quality</span>
<span data-t="94.1">incident</span>
<span data-t="94.5">analysis</span>
<span data-t="95.1">looks</span>
<span data-t="95.3">like</span>
<span data-t="95.5">unless</span>
<span data-t="95.8">you&#39;re</span>
<span data-t="95.9">like</span>
<span data-t="96.1">one</span>
<span data-t="96.3">of</span>
<span data-t="96.3">the</span>
<span data-t="96.4">lucky</span>
<span data-t="96.7">people</span>
<span data-t="96.9">who&#39;s</span>
<span data-t="97.1">actually</span>
<span data-t="97.5">like,</span>
<span data-t="97.6">worked</span>
<span data-t="97.9">with</span>
<span data-t="98.1">Eric</span>
<span data-t="98.7">or</span>
<span data-t="98.9">is</span>
<span data-t="99.1">at</span>
<span data-t="99.3">an</span>
<span data-t="99.4">organization</span>
<span data-t="100.1">that</span>
<span data-t="100.2">recognizes</span>
<span data-t="101.0">the</span>
<span data-t="101.1">value</span>
<span data-t="101.4">of</span>
<span data-t="101.6">this</span>
<span data-t="101.7">work.</span>
<span data-t="102.1">So.</span>
<span data-t="103.2">These</span>
<span data-t="103.7">whole</span>
<span data-t="103.8">shenanigans</span>
<span data-t="104.5">were</span>
<span data-t="104.8">my</span>
<span data-t="105.0">idea.</span>
<span data-t="105.8">It&#39;s</span>
<span data-t="106.4">not</span>
<span data-t="106.7">a</span>
<span data-t="106.9">sponsored</span>
<span data-t="107.6">thing</span>
<span data-t="108.0">for</span>
<span data-t="108.3">uptime.</span>
<span data-t="109.0">I</span>
<span data-t="109.4">just</span>
<span data-t="109.7">really</span>
<span data-t="110.0">wanted</span>
<span data-t="110.3">to</span>
<span data-t="110.7">peek</span>
<span data-t="111.1">behind</span>
<span data-t="111.7">the</span>
<span data-t="111.8">curtain</span>
<span data-t="112.7">of</span>
<span data-t="113.3">what</span>
<span data-t="113.7">world</span>
<span data-t="114.0">class</span>
<span data-t="114.5">incident</span>
<span data-t="114.8">response</span>
<span data-t="115.5">and</span>
<span data-t="115.9">incident</span>
<span data-t="116.4">analysis</span>
<span data-t="117.1">looked</span>
<span data-t="117.4">like</span>
<span data-t="118.0">and</span>
<span data-t="118.7">bring</span>
<span data-t="119.0">you</span>
<span data-t="119.3">along</span>
<span data-t="119.8">with</span>
<span data-t="120.0">me</span>
<span data-t="120.2">for</span>
<span data-t="120.4">that.</span>
<span data-t="120.8">So</span>
<span data-t="121.4">let&#39;s</span>
<span data-t="121.5">get</span>
<span data-t="121.7">into</span>
<span data-t="121.9">it.</span>
</p>
<cite>Courtney</cite>
<time>2:02</time>
<p>
<span data-t="122.4">Thank</span>
<span data-t="122.7">you</span>
<span data-t="122.8">all</span>
<span data-t="123.0">so</span>
<span data-t="123.2">much</span>
<span data-t="123.6">for</span>
<span data-t="123.8">joining</span>
<span data-t="124.1">me</span>
<span data-t="124.3">on</span>
<span data-t="124.5">this</span>
<span data-t="125.0">very</span>
<span data-t="125.4">unique,</span>
<span data-t="126.0">episode</span>
<span data-t="126.7">of</span>
<span data-t="126.9">The</span>
<span data-t="127.0">Void</span>
<span data-t="127.3">Podcast.</span>
<span data-t="128.3">There&#39;s</span>
<span data-t="128.5">a</span>
<span data-t="128.6">bunch</span>
<span data-t="128.8">of</span>
<span data-t="128.9">us,</span>
<span data-t="129.1">so</span>
<span data-t="129.5">we&#39;re</span>
<span data-t="129.6">gonna</span>
<span data-t="129.8">go</span>
<span data-t="129.9">through</span>
<span data-t="130.1">intros</span>
<span data-t="130.4">really</span>
<span data-t="130.6">quick</span>
<span data-t="130.9">before</span>
<span data-t="131.2">we</span>
<span data-t="131.3">get</span>
<span data-t="131.5">into</span>
<span data-t="131.8">the</span>
<span data-t="131.9">meat</span>
<span data-t="132.2">of</span>
<span data-t="132.3">this.</span>
<span data-t="132.5">So</span>
<span data-t="132.8">I</span>
<span data-t="132.9">would</span>
<span data-t="133.0">love</span>
<span data-t="133.2">to</span>
<span data-t="133.2">have</span>
<span data-t="133.6">Hamed,</span>
<span data-t="133.9">if</span>
<span data-t="134.0">you</span>
<span data-t="134.2">could</span>
<span data-t="134.4">start</span>
<span data-t="134.8">off</span>
<span data-t="135.0">by</span>
<span data-t="135.0">introducing</span>
<span data-t="135.6">yourself</span>
<span data-t="135.9">first</span>
</p>
<cite>Hamed</cite>
<time>2:16</time>
<p>
<span data-t="136.1">Thanks.</span>
<span data-t="136.5">Thanks,</span>
<span data-t="136.8">Courtney.</span>
<span data-t="137.1">Thanks</span>
<span data-t="137.3">for</span>
<span data-t="137.9">having</span>
<span data-t="138.0">me.</span>
<span data-t="138.1">My</span>
<span data-t="138.3">name</span>
<span data-t="138.6">is,</span>
<span data-t="138.9">Hamed</span>
<span data-t="139.9">Silatani.</span>
<span data-t="140.4">I&#39;m</span>
<span data-t="140.5">from</span>
<span data-t="140.8">Uptime</span>
<span data-t="141.6">Labs.</span>
<span data-t="142.8">For</span>
<span data-t="143.0">purpose</span>
<span data-t="143.5">of.</span>
<span data-t="145.0">This</span>
<span data-t="145.3">conversation,</span>
<span data-t="145.9">I&#39;m</span>
<span data-t="146.0">representing</span>
<span data-t="147.1">four</span>
<span data-t="148.0">different</span>
<span data-t="150.2">For</span>
<span data-t="150.3">the,</span>
<span data-t="151.5">for</span>
<span data-t="151.7">the</span>
<span data-t="151.8">incident</span>
<span data-t="152.1">review</span>
<span data-t="152.4">is</span>
<span data-t="152.6">a</span>
<span data-t="152.6">bit</span>
<span data-t="152.9">odd,</span>
<span data-t="153.7">but</span>
<span data-t="154.2">the</span>
<span data-t="154.4">way</span>
<span data-t="154.6">it</span>
<span data-t="154.7">works</span>
<span data-t="155.1">behind,</span>
<span data-t="155.6">behind</span>
<span data-t="156.0">the</span>
<span data-t="156.1">scene</span>
<span data-t="156.4">in</span>
<span data-t="156.4">our</span>
<span data-t="156.6">platform,</span>
<span data-t="157.1">there</span>
<span data-t="157.2">are</span>
<span data-t="157.2">multiple</span>
<span data-t="157.6">people</span>
<span data-t="157.9">that</span>
<span data-t="158.4">play</span>
<span data-t="159.1">different</span>
<span data-t="159.4">characters</span>
<span data-t="159.9">in</span>
<span data-t="160.1">the</span>
<span data-t="160.1">role.</span>
<span data-t="160.4">And</span>
<span data-t="160.8">today</span>
<span data-t="161.1">I&#39;m</span>
<span data-t="161.3">going</span>
<span data-t="161.5">to</span>
<span data-t="161.8">represent</span>
<span data-t="162.4">more</span>
<span data-t="162.6">than</span>
<span data-t="162.7">one</span>
<span data-t="162.9">person.</span>
<span data-t="164.3">see</span>
<span data-t="164.4">how</span>
<span data-t="164.6">it</span>
<span data-t="164.7">goes.</span>
</p>
<cite>Courtney</cite>
<time>2:45</time>
<p>
<span data-t="165.5">We&#39;ll</span>
<span data-t="165.7">get</span>
<span data-t="165.8">to</span>
<span data-t="166.1">a</span>
<span data-t="166.2">window</span>
<span data-t="166.6">into</span>
<span data-t="167.5">your</span>
<span data-t="167.8">multiple</span>
<span data-t="168.1">personalities.</span>
<span data-t="168.8">So,</span>
<span data-t="169.5">Looking</span>
<span data-t="169.8">forward</span>
<span data-t="170.1">to</span>
<span data-t="170.3">it.</span>
<span data-t="171.0">Okay,</span>
<span data-t="171.4">so</span>
<span data-t="171.7">next</span>
<span data-t="172.1">up,</span>
<span data-t="172.3">one</span>
<span data-t="172.6">of</span>
<span data-t="172.8">our</span>
<span data-t="173.0">willing</span>
<span data-t="173.5">participants.</span>
<span data-t="174.7">Alex,</span>
<span data-t="175.3">will</span>
<span data-t="175.4">you</span>
<span data-t="175.6">introduce</span>
<span data-t="176.0">yourself</span>
<span data-t="176.4">briefly</span>
<span data-t="177.1">and,</span>
<span data-t="177.3">and</span>
<span data-t="177.9">paint</span>
<span data-t="178.3">the</span>
<span data-t="178.5">picture</span>
<span data-t="179.1">of</span>
<span data-t="179.6">this</span>
<span data-t="179.8">scenario</span>
<span data-t="180.4">of</span>
<span data-t="180.5">the</span>
<span data-t="180.9">sort</span>
<span data-t="181.5">of</span>
<span data-t="182.9">we&#39;re</span>
<span data-t="183.0">trying.</span>
<span data-t="183.7">We</span>
<span data-t="183.8">got</span>
<span data-t="183.9">you</span>
<span data-t="184.0">all</span>
<span data-t="184.2">into</span>
<span data-t="184.5">here</span>
<span data-t="184.6">with</span>
<span data-t="184.8">this</span>
<span data-t="184.9">one.</span>
</p>
<cite>Alex Elman</cite>
<time>3:06</time>
<p>
<span data-t="186.2">thanks</span>
<span data-t="186.4">for</span>
<span data-t="186.5">having</span>
<span data-t="186.8">me</span>
<span data-t="186.9">on.</span>
<span data-t="187.3">Courtney.</span>
<span data-t="187.8">I&#39;m</span>
<span data-t="188.0">Alex</span>
<span data-t="188.3">Elman.</span>
<span data-t="189.5">been.</span>
<span data-t="190.6">Serving</span>
<span data-t="190.9">in</span>
<span data-t="191.1">an</span>
<span data-t="191.1">incident</span>
<span data-t="191.6">response</span>
<span data-t="191.9">capacity</span>
<span data-t="192.5">for,</span>
<span data-t="192.7">the</span>
<span data-t="192.8">past</span>
<span data-t="193.0">14</span>
<span data-t="193.3">years</span>
<span data-t="193.6">at,</span>
<span data-t="193.9">at</span>
<span data-t="194.4">various</span>
<span data-t="194.9">tech</span>
<span data-t="195.1">companies.</span>
<span data-t="196.0">And</span>
<span data-t="197.0">the</span>
<span data-t="197.8">dynamic</span>
<span data-t="198.4">that</span>
<span data-t="198.5">we&#39;re</span>
<span data-t="198.9">gonna</span>
<span data-t="199.1">be</span>
<span data-t="199.2">discussing</span>
<span data-t="199.7">today</span>
<span data-t="199.9">in</span>
<span data-t="200.1">this</span>
<span data-t="200.2">incident,</span>
<span data-t="200.7">which</span>
<span data-t="200.9">I</span>
<span data-t="201.0">served</span>
<span data-t="201.4">as</span>
<span data-t="201.5">the,</span>
<span data-t="201.8">the</span>
<span data-t="201.9">deputy</span>
<span data-t="202.4">incident</span>
<span data-t="202.8">Commander</span>
<span data-t="203.1">on,</span>
<span data-t="203.7">is</span>
<span data-t="203.9">something</span>
<span data-t="204.3">that</span>
<span data-t="204.5">I,</span>
<span data-t="204.8">I&#39;ve</span>
<span data-t="205.0">seen</span>
<span data-t="205.7">and,</span>
<span data-t="205.9">and</span>
<span data-t="206.2">Sarah,</span>
<span data-t="206.9">who</span>
<span data-t="207.3">you&#39;ll</span>
<span data-t="207.6">hear</span>
<span data-t="207.8">from,</span>
<span data-t="208.1">has</span>
<span data-t="208.3">seen</span>
<span data-t="210.1">the</span>
<span data-t="210.3">numerous</span>
<span data-t="210.6">incidents</span>
<span data-t="211.0">that</span>
<span data-t="211.1">we&#39;ve</span>
<span data-t="211.2">been</span>
<span data-t="211.4">a</span>
<span data-t="211.5">part</span>
<span data-t="211.8">of</span>
<span data-t="211.9">is</span>
<span data-t="212.7">this</span>
<span data-t="213.0">dynamic</span>
<span data-t="213.3">called</span>
<span data-t="213.4">the</span>
<span data-t="213.5">multi-party</span>
<span data-t="214.1">dilemma.</span>
<span data-t="215.1">And</span>
<span data-t="215.3">it,</span>
<span data-t="215.5">it</span>
<span data-t="215.7">shows</span>
<span data-t="216.1">up</span>
<span data-t="217.0">incidents.</span>
<span data-t="218.3">between,</span>
<span data-t="219.3">parties</span>
<span data-t="219.7">who</span>
<span data-t="219.8">don&#39;t</span>
<span data-t="220.1">typically,</span>
<span data-t="220.6">work</span>
<span data-t="220.8">with</span>
<span data-t="221.0">each</span>
<span data-t="221.1">other</span>
<span data-t="221.3">and,</span>
<span data-t="221.4">and</span>
<span data-t="221.6">might</span>
<span data-t="221.9">be</span>
<span data-t="222.4">guided</span>
<span data-t="222.8">by</span>
<span data-t="223.4">different,</span>
<span data-t="224.0">like,</span>
<span data-t="224.4">respective</span>
<span data-t="224.9">missions</span>
<span data-t="225.2">and.</span>
<span data-t="227.5">These</span>
<span data-t="227.9">dynamics</span>
<span data-t="228.3">show</span>
<span data-t="228.5">up</span>
<span data-t="228.6">in</span>
<span data-t="228.7">incidents</span>
<span data-t="229.1">could</span>
<span data-t="229.4">result</span>
<span data-t="229.8">in</span>
<span data-t="230.0">the</span>
<span data-t="230.4">two</span>
<span data-t="230.5">parties,</span>
<span data-t="231.4">working</span>
<span data-t="231.7">across</span>
<span data-t="232.0">purposes</span>
<span data-t="232.7">or</span>
<span data-t="232.9">having</span>
<span data-t="233.2">different</span>
<span data-t="233.5">agendas.</span>
<span data-t="234.5">and</span>
<span data-t="234.9">it</span>
<span data-t="235.1">has</span>
<span data-t="235.3">huge</span>
<span data-t="235.6">implications</span>
<span data-t="236.4">for</span>
<span data-t="236.9">resilience,</span>
<span data-t="237.4">which</span>
<span data-t="237.6">is</span>
<span data-t="237.7">why</span>
<span data-t="238.2">it&#39;s</span>
<span data-t="238.3">an</span>
<span data-t="238.4">important</span>
<span data-t="238.8">dynamic.</span>
<span data-t="240.2">it</span>
<span data-t="240.6">shows</span>
<span data-t="240.8">up</span>
<span data-t="241.0">in</span>
<span data-t="241.1">complex</span>
<span data-t="241.5">adaptive</span>
<span data-t="241.8">of</span>
<span data-t="241.9">systems.</span>
<span data-t="242.2">So</span>
<span data-t="242.4">outside</span>
<span data-t="242.9">of</span>
<span data-t="242.9">software,</span>
<span data-t="243.5">it</span>
<span data-t="243.7">also</span>
<span data-t="244.3">can</span>
<span data-t="244.4">show</span>
<span data-t="244.7">up</span>
<span data-t="245.2">in</span>
<span data-t="245.6">aviation,</span>
<span data-t="246.5">military</span>
<span data-t="247.0">medical</span>
<span data-t="247.3">domains,</span>
<span data-t="248.0">but</span>
<span data-t="248.2">specifically,</span>
<span data-t="249.4">showing</span>
<span data-t="249.8">up</span>
<span data-t="249.9">here</span>
<span data-t="250.1">in,</span>
<span data-t="250.2">in</span>
<span data-t="250.5">a</span>
<span data-t="250.6">software</span>
<span data-t="251.6">incident.</span>
</p>
<cite>Courtney</cite>
<time>4:12</time>
<p>
<span data-t="252.4">we&#39;ll</span>
<span data-t="252.7">have</span>
<span data-t="252.9">Sarah</span>
<span data-t="253.5">introduce</span>
<span data-t="253.9">herself</span>
<span data-t="254.3">next</span>
<span data-t="254.6">and</span>
<span data-t="254.7">tell</span>
<span data-t="254.9">us</span>
<span data-t="255.0">a</span>
<span data-t="255.3">little</span>
<span data-t="255.7">bit</span>
<span data-t="255.9">more</span>
<span data-t="256.8">about</span>
<span data-t="257.3">the</span>
<span data-t="257.4">incident</span>
<span data-t="258.0">and</span>
<span data-t="258.1">then</span>
<span data-t="258.4">we&#39;ll</span>
<span data-t="258.5">get</span>
<span data-t="258.7">into</span>
<span data-t="259.0">the</span>
<span data-t="259.1">meat</span>
<span data-t="259.3">of</span>
<span data-t="259.4">the</span>
<span data-t="259.5">matter</span>
<span data-t="259.8">with</span>
<span data-t="260.0">our,</span>
<span data-t="260.4">our</span>
<span data-t="261.7">analyst,</span>
<span data-t="262.3">Eric.</span>
</p>
<cite>Sarah Butt</cite>
<time>4:23</time>
<p>
<span data-t="263.3">All</span>
<span data-t="263.5">right.</span>
<span data-t="263.9">Yeah,</span>
<span data-t="264.2">absolutely.</span>
<span data-t="264.9">Hi</span>
<span data-t="265.1">everyone.</span>
<span data-t="265.4">My</span>
<span data-t="265.5">name</span>
<span data-t="265.7">is</span>
<span data-t="265.8">Sarah,</span>
<span data-t="266.1">but</span>
<span data-t="266.3">I&#39;m</span>
<span data-t="266.4">excited</span>
<span data-t="266.8">to</span>
<span data-t="266.9">be</span>
<span data-t="267.1">here.</span>
<span data-t="267.8">like</span>
<span data-t="268.0">Alex,</span>
<span data-t="268.5">I</span>
<span data-t="268.7">have</span>
<span data-t="268.9">spent,</span>
<span data-t="269.4">the</span>
<span data-t="269.7">majority</span>
<span data-t="269.9">of</span>
<span data-t="270.0">my</span>
<span data-t="270.1">career,</span>
<span data-t="270.5">almost</span>
<span data-t="270.7">15</span>
<span data-t="271.1">years</span>
<span data-t="271.5">working.</span>
<span data-t="272.4">For</span>
<span data-t="272.7">tech</span>
<span data-t="272.9">companies</span>
<span data-t="273.5">specializing</span>
<span data-t="274.5">in</span>
<span data-t="274.9">sort</span>
<span data-t="275.1">of</span>
<span data-t="275.2">all</span>
<span data-t="275.4">things</span>
<span data-t="275.7">incidents</span>
<span data-t="276.8">and,</span>
<span data-t="277.4">um,</span>
<span data-t="277.9">what</span>
<span data-t="278.1">that</span>
<span data-t="278.3">means</span>
<span data-t="278.6">for</span>
<span data-t="278.7">an</span>
<span data-t="278.8">organization.</span>
<span data-t="280.1">In</span>
<span data-t="280.4">this</span>
<span data-t="280.6">drill,</span>
<span data-t="281.0">I</span>
<span data-t="281.0">served</span>
<span data-t="281.3">as</span>
<span data-t="281.4">the</span>
<span data-t="281.5">incident</span>
<span data-t="281.8">commander</span>
<span data-t="282.8">and</span>
<span data-t="283.5">the</span>
<span data-t="284.0">scenario</span>
<span data-t="284.7">that</span>
<span data-t="284.9">I</span>
<span data-t="284.9">wanna</span>
<span data-t="285.2">start</span>
<span data-t="285.4">to</span>
<span data-t="285.5">paint</span>
<span data-t="285.8">for</span>
<span data-t="285.9">you</span>
<span data-t="286.1">is</span>
<span data-t="286.5">the</span>
<span data-t="286.7">drill,</span>
<span data-t="287.4">um,</span>
<span data-t="288.0">situation</span>
<span data-t="288.5">that</span>
<span data-t="288.6">Alex</span>
<span data-t="288.9">and</span>
<span data-t="289.0">I</span>
<span data-t="289.1">found</span>
<span data-t="289.5">ourselves</span>
<span data-t="290.0">in.</span>
<span data-t="291.0">So</span>
<span data-t="291.2">we</span>
<span data-t="292.0">get</span>
<span data-t="292.3">dropped</span>
<span data-t="292.7">into</span>
<span data-t="292.9">the</span>
<span data-t="293.0">uptime</span>
<span data-t="293.4">labs</span>
<span data-t="293.8">environment,</span>
<span data-t="294.5">which</span>
<span data-t="294.6">is.</span>
<span data-t="295.0">Very</span>
<span data-t="295.4">realistic.</span>
<span data-t="296.0">You&#39;re</span>
<span data-t="296.1">essentially</span>
<span data-t="296.5">in</span>
<span data-t="296.6">a</span>
<span data-t="296.9">Slack</span>
<span data-t="297.2">platform.</span>
<span data-t="297.7">And</span>
<span data-t="297.8">then</span>
<span data-t="297.9">Alex</span>
<span data-t="298.2">and</span>
<span data-t="298.3">I</span>
<span data-t="298.3">had</span>
<span data-t="298.4">a</span>
<span data-t="298.5">voice</span>
<span data-t="298.7">bridge</span>
<span data-t="299.0">going</span>
<span data-t="299.2">as</span>
<span data-t="299.4">well.</span>
<span data-t="300.3">And</span>
<span data-t="300.8">what</span>
<span data-t="301.0">we&#39;ve</span>
<span data-t="301.1">been</span>
<span data-t="301.3">told</span>
<span data-t="301.7">is</span>
<span data-t="302.3">that</span>
<span data-t="303.2">we</span>
<span data-t="303.8">are,</span>
<span data-t="304.5">part</span>
<span data-t="304.7">of</span>
<span data-t="304.9">a</span>
<span data-t="305.3">e-commerce</span>
<span data-t="305.8">company</span>
<span data-t="306.5">that</span>
<span data-t="306.8">has</span>
<span data-t="307.1">had</span>
<span data-t="307.3">some</span>
<span data-t="307.5">low</span>
<span data-t="307.7">sales.</span>
<span data-t="308.3">They&#39;ve</span>
<span data-t="308.5">got</span>
<span data-t="308.6">this</span>
<span data-t="308.7">very</span>
<span data-t="309.0">important,</span>
<span data-t="310.0">uh,</span>
<span data-t="310.5">online</span>
<span data-t="310.9">event</span>
<span data-t="311.2">that</span>
<span data-t="311.4">is</span>
<span data-t="311.5">supposed</span>
<span data-t="311.8">to</span>
<span data-t="311.8">drive</span>
<span data-t="312.1">a</span>
<span data-t="312.2">lot</span>
<span data-t="312.4">of</span>
<span data-t="312.4">revenue.</span>
<span data-t="312.9">They&#39;re</span>
<span data-t="313.0">gonna</span>
<span data-t="313.2">do</span>
<span data-t="313.3">a</span>
<span data-t="313.3">50%</span>
<span data-t="313.9">off</span>
<span data-t="314.2">sale.</span>
<span data-t="315.1">And</span>
<span data-t="315.8">we&#39;re</span>
<span data-t="316.6">sitting</span>
<span data-t="316.9">there</span>
<span data-t="317.1">watching</span>
<span data-t="317.5">the</span>
<span data-t="317.6">CEO</span>
<span data-t="318.1">sort</span>
<span data-t="318.3">of</span>
<span data-t="318.4">joke,</span>
<span data-t="318.7">we</span>
<span data-t="318.8">can&#39;t</span>
<span data-t="319.0">jinx</span>
<span data-t="319.4">it.</span>
<span data-t="319.5">All</span>
<span data-t="319.6">of</span>
<span data-t="319.7">these</span>
<span data-t="319.9">sorts</span>
<span data-t="320.2">of</span>
<span data-t="320.2">things.</span>
<span data-t="320.6">And</span>
<span data-t="320.8">suddenly</span>
<span data-t="321.4">we</span>
<span data-t="321.9">hear</span>
<span data-t="322.8">that.</span>
<span data-t="323.8">People</span>
<span data-t="324.2">in</span>
<span data-t="324.3">the</span>
<span data-t="324.4">EU</span>
<span data-t="324.8">are</span>
<span data-t="325.0">just</span>
<span data-t="325.4">not</span>
<span data-t="325.9">able</span>
<span data-t="326.4">to</span>
<span data-t="326.5">load</span>
<span data-t="326.8">the</span>
<span data-t="326.8">website</span>
<span data-t="327.4">at</span>
<span data-t="327.5">all,</span>
<span data-t="328.2">and</span>
<span data-t="328.3">so</span>
<span data-t="328.5">that&#39;s</span>
<span data-t="328.8">the.</span>
<span data-t="329.8">Place</span>
<span data-t="330.1">that</span>
<span data-t="330.2">we</span>
<span data-t="330.4">start</span>
<span data-t="330.7">the</span>
<span data-t="330.8">incident</span>
<span data-t="331.3">is,</span>
<span data-t="331.8">quite</span>
<span data-t="332.3">frantic</span>
<span data-t="332.9">custom</span>
<span data-t="333.3">work</span>
<span data-t="333.5">support</span>
<span data-t="333.9">folks,</span>
<span data-t="334.4">a</span>
<span data-t="334.5">very</span>
<span data-t="334.8">hot</span>
<span data-t="335.1">CEO.</span>
<span data-t="336.2">a</span>
<span data-t="336.3">lot</span>
<span data-t="336.5">of</span>
<span data-t="336.6">concern</span>
<span data-t="337.0">about</span>
<span data-t="337.5">what&#39;s</span>
<span data-t="337.8">going</span>
<span data-t="338.1">on,</span>
<span data-t="338.3">a</span>
<span data-t="338.4">lot</span>
<span data-t="338.6">of</span>
<span data-t="338.7">confusion,</span>
<span data-t="339.2">frankly,</span>
<span data-t="339.5">a</span>
<span data-t="339.6">little</span>
<span data-t="339.8">bit</span>
<span data-t="339.9">of</span>
<span data-t="339.9">that</span>
<span data-t="340.1">first,</span>
<span data-t="340.6">15</span>
<span data-t="340.9">minutes</span>
<span data-t="341.2">of</span>
<span data-t="341.3">an</span>
<span data-t="341.4">incident</span>
<span data-t="341.7">chaos.</span>
<span data-t="342.6">And,</span>
<span data-t="343.1">uh,</span>
<span data-t="343.5">from</span>
<span data-t="343.7">there</span>
<span data-t="344.0">we</span>
<span data-t="344.1">work</span>
<span data-t="344.4">through</span>
<span data-t="344.7">various</span>
<span data-t="345.1">troubleshooting</span>
<span data-t="345.6">pathways,</span>
<span data-t="346.2">which</span>
<span data-t="346.3">I&#39;m</span>
<span data-t="346.5">not</span>
<span data-t="346.6">going</span>
<span data-t="346.8">to</span>
<span data-t="346.8">get</span>
<span data-t="347.0">into</span>
<span data-t="347.3">because</span>
<span data-t="347.5">I</span>
<span data-t="347.6">don&#39;t</span>
<span data-t="347.7">wanna</span>
<span data-t="347.9">spoil</span>
<span data-t="348.3">Eric&#39;s</span>
<span data-t="348.6">thunder.</span>
<span data-t="349.4">and</span>
<span data-t="349.9">ultimately</span>
<span data-t="350.6">are</span>
<span data-t="350.9">able</span>
<span data-t="351.2">to</span>
<span data-t="351.7">bring</span>
<span data-t="352.3">the</span>
<span data-t="352.5">incident</span>
<span data-t="353.0">to</span>
<span data-t="353.1">resolution.</span>
</p>
<cite>Eric</cite>
<time>5:53</time>
<p>
<span data-t="353.8">Thanks</span>
<span data-t="354.1">for</span>
<span data-t="354.2">inviting</span>
<span data-t="354.5">me.</span>
<span data-t="355.0">this</span>
<span data-t="355.2">is,</span>
<span data-t="355.4">uh,</span>
<span data-t="355.7">uncharted</span>
<span data-t="356.2">territory</span>
<span data-t="356.8">and,</span>
<span data-t="357.0">and</span>
<span data-t="358.2">incredibly</span>
<span data-t="358.9">fun</span>
<span data-t="359.3">for</span>
<span data-t="359.4">me</span>
<span data-t="359.6">to</span>
<span data-t="359.7">be</span>
<span data-t="359.9">participating</span>
<span data-t="360.5">in</span>
<span data-t="360.5">this.</span>
<span data-t="360.7">So</span>
<span data-t="360.8">I&#39;m</span>
<span data-t="360.9">so</span>
<span data-t="361.1">excited</span>
<span data-t="361.4">to</span>
<span data-t="361.5">be</span>
<span data-t="361.6">here.</span>
<span data-t="362.5">I</span>
<span data-t="362.7">have</span>
<span data-t="362.9">been</span>
<span data-t="363.0">working</span>
<span data-t="363.3">for</span>
<span data-t="363.4">the</span>
<span data-t="363.5">past</span>
<span data-t="363.7">four</span>
<span data-t="363.8">years</span>
<span data-t="364.1">as</span>
<span data-t="364.3">an</span>
<span data-t="364.3">incident</span>
<span data-t="364.7">analyst,</span>
<span data-t="366.7">I</span>
<span data-t="366.8">think</span>
<span data-t="367.1">there</span>
<span data-t="367.4">are</span>
<span data-t="368.9">10</span>
<span data-t="369.2">people</span>
<span data-t="369.6">in</span>
<span data-t="369.7">the</span>
<span data-t="369.8">world</span>
<span data-t="370.3">doing</span>
<span data-t="370.7">this</span>
<span data-t="370.8">work</span>
<span data-t="371.2">in</span>
<span data-t="371.3">the</span>
<span data-t="371.4">software</span>
<span data-t="371.8">business.</span>
<span data-t="372.8">I,</span>
<span data-t="373.1">I</span>
<span data-t="373.2">might</span>
<span data-t="373.4">be</span>
<span data-t="373.6">exaggerating,</span>
<span data-t="374.3">but</span>
<span data-t="374.4">there</span>
<span data-t="374.6">are</span>
<span data-t="374.7">very</span>
<span data-t="375.0">few</span>
<span data-t="375.2">of</span>
<span data-t="375.4">us.</span>
<span data-t="376.1">it&#39;s</span>
<span data-t="376.3">a</span>
<span data-t="376.3">small</span>
<span data-t="376.6">club,</span>
<span data-t="377.3">and</span>
<span data-t="377.7">I</span>
<span data-t="378.0">am,</span>
<span data-t="378.8">I</span>
<span data-t="379.0">steered</span>
<span data-t="379.5">my</span>
<span data-t="379.6">career</span>
<span data-t="380.3">in</span>
<span data-t="380.4">this</span>
<span data-t="380.6">direction</span>
<span data-t="381.1">on</span>
<span data-t="381.2">purpose.</span>
<span data-t="381.8">and</span>
<span data-t="382.1">one</span>
<span data-t="382.3">of</span>
<span data-t="382.4">the</span>
<span data-t="382.4">challenges</span>
<span data-t="383.3">of</span>
<span data-t="384.2">being</span>
<span data-t="384.5">an</span>
<span data-t="384.5">incident</span>
<span data-t="384.9">analyst</span>
<span data-t="385.4">and</span>
<span data-t="385.7">the,</span>
<span data-t="386.1">the</span>
<span data-t="386.3">activity</span>
<span data-t="386.9">of</span>
<span data-t="387.0">learning</span>
<span data-t="387.3">from</span>
<span data-t="387.5">incidents</span>
<span data-t="388.5">is</span>
<span data-t="388.8">that</span>
<span data-t="389.0">the</span>
<span data-t="389.1">work</span>
<span data-t="389.4">is</span>
<span data-t="389.6">all</span>
<span data-t="389.8">proprietary</span>
<span data-t="390.8">behind</span>
<span data-t="391.6">the</span>
<span data-t="392.3">closed</span>
<span data-t="392.7">doors</span>
<span data-t="393.1">of,</span>
<span data-t="393.5">of</span>
<span data-t="394.3">corporate,</span>
<span data-t="394.9">Software</span>
<span data-t="395.4">companies</span>
<span data-t="396.1">and</span>
<span data-t="397.0">it,</span>
<span data-t="397.2">you</span>
<span data-t="397.4">know,</span>
<span data-t="397.6">the</span>
<span data-t="397.7">legal</span>
<span data-t="397.9">teams</span>
<span data-t="398.4">and</span>
<span data-t="398.5">the</span>
<span data-t="398.5">PR</span>
<span data-t="398.8">teams</span>
<span data-t="399.2">don&#39;t</span>
<span data-t="399.6">really</span>
<span data-t="400.0">want</span>
<span data-t="400.5">to</span>
<span data-t="400.6">tell</span>
<span data-t="400.8">their</span>
<span data-t="400.9">customers</span>
<span data-t="401.5">about</span>
<span data-t="402.1">how</span>
<span data-t="402.4">the</span>
<span data-t="402.5">sausage</span>
<span data-t="403.0">actually</span>
<span data-t="403.3">gets</span>
<span data-t="403.5">made.</span>
<span data-t="404.7">In</span>
<span data-t="404.8">fact,</span>
<span data-t="405.2">all</span>
<span data-t="405.5">of</span>
<span data-t="405.6">our</span>
<span data-t="405.7">software</span>
<span data-t="406.0">companies</span>
<span data-t="406.7">have,</span>
<span data-t="409.0">I</span>
<span data-t="409.1">was</span>
<span data-t="409.3">an</span>
<span data-t="409.7">extraordinarily</span>
<span data-t="410.5">tangled</span>
<span data-t="410.9">mess</span>
<span data-t="411.4">inside</span>
<span data-t="412.7">for</span>
<span data-t="412.9">all</span>
<span data-t="413.1">of</span>
<span data-t="413.2">the</span>
<span data-t="413.3">beautiful</span>
<span data-t="414.2">UX</span>
<span data-t="414.4">that,</span>
<span data-t="415.0">that</span>
<span data-t="415.3">people</span>
<span data-t="415.6">interact</span>
<span data-t="416.1">with.</span>
<span data-t="416.7">However</span>
<span data-t="417.1">frustrating</span>
<span data-t="417.7">those</span>
<span data-t="417.8">interactions</span>
<span data-t="418.4">can</span>
<span data-t="418.6">be.</span>
<span data-t="419.5">the,</span>
<span data-t="420.0">the</span>
<span data-t="420.4">what&#39;s</span>
<span data-t="420.6">on</span>
<span data-t="420.7">the</span>
<span data-t="420.9">inside</span>
<span data-t="421.2">is</span>
<span data-t="421.5">I&#39;ll</span>
<span data-t="421.7">be</span>
<span data-t="421.8">more</span>
<span data-t="422.0">messy</span>
<span data-t="422.3">and</span>
<span data-t="422.4">we</span>
<span data-t="422.5">can</span>
<span data-t="422.7">ever</span>
<span data-t="422.9">see</span>
<span data-t="423.0">it.</span>
<span data-t="424.0">one</span>
<span data-t="424.2">of</span>
<span data-t="424.4">the</span>
<span data-t="424.5">fantastic</span>
<span data-t="425.2">things</span>
<span data-t="425.4">about</span>
<span data-t="425.7">this</span>
<span data-t="425.8">opportunity</span>
<span data-t="426.6">is</span>
<span data-t="426.7">that</span>
<span data-t="426.9">is</span>
<span data-t="427.1">a</span>
<span data-t="427.2">drill</span>
<span data-t="428.5">nobody&#39;s</span>
<span data-t="429.0">company&#39;s</span>
<span data-t="430.2">material</span>
<span data-t="431.0">is</span>
<span data-t="431.2">on</span>
<span data-t="431.4">the</span>
<span data-t="431.4">line.</span>
<span data-t="432.4">So</span>
<span data-t="432.7">we</span>
<span data-t="432.8">could</span>
<span data-t="433.0">maybe</span>
<span data-t="433.4">even</span>
<span data-t="433.7">show.</span>
<span data-t="434.7">Like</span>
<span data-t="434.9">what</span>
<span data-t="435.2">the</span>
<span data-t="435.3">mess</span>
<span data-t="435.6">looks</span>
<span data-t="435.9">like</span>
<span data-t="436.3">and,</span>
<span data-t="436.7">and</span>
<span data-t="437.1">be</span>
<span data-t="437.3">able</span>
<span data-t="437.5">to,</span>
<span data-t="438.6">talk</span>
<span data-t="439.0">more</span>
<span data-t="439.2">openly</span>
<span data-t="439.6">in</span>
<span data-t="439.7">the</span>
<span data-t="439.8">world</span>
<span data-t="440.3">about</span>
<span data-t="440.6">the</span>
<span data-t="440.8">kinds</span>
<span data-t="441.2">of</span>
<span data-t="441.3">things</span>
<span data-t="441.7">you</span>
<span data-t="441.8">can</span>
<span data-t="442.0">learn</span>
<span data-t="442.3">if</span>
<span data-t="442.4">you</span>
<span data-t="442.5">take</span>
<span data-t="442.7">a</span>
<span data-t="442.7">different</span>
<span data-t="443.1">approach</span>
<span data-t="443.6">to</span>
<span data-t="443.9">when</span>
<span data-t="444.2">things</span>
<span data-t="444.5">break.</span>
<span data-t="445.6">So</span>
<span data-t="446.2">that&#39;s</span>
<span data-t="446.6">the</span>
<span data-t="446.7">piece</span>
<span data-t="446.9">I&#39;m</span>
<span data-t="447.2">super</span>
<span data-t="447.5">excited</span>
<span data-t="447.9">about,</span>
<span data-t="448.6">not</span>
<span data-t="449.0">least</span>
<span data-t="449.3">of</span>
<span data-t="449.4">which</span>
<span data-t="449.6">is</span>
<span data-t="449.8">that</span>
<span data-t="450.0">the,</span>
<span data-t="450.3">the</span>
<span data-t="450.9">content</span>
<span data-t="451.8">of</span>
<span data-t="452.0">this</span>
<span data-t="452.2">activity</span>
<span data-t="452.7">is</span>
<span data-t="452.8">this</span>
<span data-t="453.0">multi-party</span>
<span data-t="453.6">dilemma.</span>
<span data-t="455.2">that&#39;s</span>
<span data-t="455.6">close</span>
<span data-t="455.9">to</span>
<span data-t="456.0">my</span>
<span data-t="456.1">heart</span>
<span data-t="456.4">because</span>
<span data-t="456.9">I</span>
<span data-t="457.0">think</span>
<span data-t="457.3">the,</span>
<span data-t="458.4">of</span>
<span data-t="458.5">the</span>
<span data-t="458.6">most</span>
<span data-t="458.8">important</span>
<span data-t="459.2">features</span>
<span data-t="459.7">of</span>
<span data-t="459.8">the</span>
<span data-t="459.9">software</span>
<span data-t="460.3">business</span>
<span data-t="460.6">is</span>
<span data-t="460.7">that</span>
<span data-t="460.9">we,</span>
<span data-t="461.3">we.</span>
<span data-t="463.1">adopted</span>
<span data-t="463.6">software</span>
<span data-t="464.0">as</span>
<span data-t="464.1">a</span>
<span data-t="464.2">service</span>
<span data-t="464.6">over</span>
<span data-t="464.8">the</span>
<span data-t="464.9">last</span>
<span data-t="465.2">decade.</span>
<span data-t="466.4">So</span>
<span data-t="466.7">all</span>
<span data-t="467.0">of</span>
<span data-t="467.1">us</span>
<span data-t="467.3">have</span>
<span data-t="467.6">software</span>
<span data-t="468.2">running</span>
<span data-t="468.6">on</span>
<span data-t="468.6">somebody</span>
<span data-t="468.9">else&#39;s</span>
<span data-t="469.3">hardware,</span>
<span data-t="470.2">and</span>
<span data-t="470.3">we</span>
<span data-t="470.5">are</span>
<span data-t="470.6">all</span>
<span data-t="470.9">of</span>
<span data-t="471.0">us</span>
<span data-t="471.3">in</span>
<span data-t="471.7">a</span>
<span data-t="471.8">multi-party</span>
<span data-t="472.4">dilemma</span>
<span data-t="472.8">in</span>
<span data-t="473.0">every</span>
<span data-t="473.3">incident,</span>
<span data-t="474.1">whether</span>
<span data-t="474.4">we</span>
<span data-t="474.5">know</span>
<span data-t="474.8">it</span>
<span data-t="474.8">or</span>
<span data-t="475.0">not.</span>
<span data-t="475.7">So</span>
<span data-t="475.9">this</span>
<span data-t="476.1">material</span>
<span data-t="476.7">is</span>
<span data-t="476.9">really</span>
<span data-t="477.1">important</span>
<span data-t="477.5">to</span>
<span data-t="477.6">get</span>
<span data-t="477.7">out</span>
<span data-t="477.8">in</span>
<span data-t="478.0">public</span>
<span data-t="478.3">also.</span>
</p>
<cite>Courtney</cite>
<time>7:59</time>
<p>
<span data-t="479.1">and</span>
<span data-t="479.2">if</span>
<span data-t="479.3">you</span>
<span data-t="479.4">ever</span>
<span data-t="479.6">want</span>
<span data-t="479.8">another</span>
<span data-t="480.1">job</span>
<span data-t="480.3">as</span>
<span data-t="480.4">podcast</span>
<span data-t="480.9">host,</span>
<span data-t="481.3">um,</span>
<span data-t="481.6">you&#39;re</span>
<span data-t="481.7">hired.</span>
<span data-t="482.1">So,</span>
<span data-t="482.9">okay.</span>
<span data-t="483.3">So</span>
<span data-t="483.5">before</span>
<span data-t="484.3">you</span>
<span data-t="484.5">start.</span>
<span data-t="486.0">Part</span>
<span data-t="486.3">of</span>
<span data-t="486.4">this,</span>
<span data-t="486.7">part</span>
<span data-t="487.0">of</span>
<span data-t="487.1">what</span>
<span data-t="487.5">is</span>
<span data-t="487.7">so</span>
<span data-t="487.8">exciting</span>
<span data-t="488.1">to</span>
<span data-t="488.2">me</span>
<span data-t="488.3">about</span>
<span data-t="488.4">this</span>
<span data-t="488.6">is</span>
<span data-t="488.7">the</span>
<span data-t="488.9">ability</span>
<span data-t="489.3">to</span>
<span data-t="489.6">look</span>
<span data-t="489.9">behind</span>
<span data-t="490.2">the</span>
<span data-t="490.3">curtain,</span>
<span data-t="490.7">right?</span>
<span data-t="491.1">As</span>
<span data-t="491.4">you&#39;ve</span>
<span data-t="491.5">said,</span>
<span data-t="492.0">because</span>
<span data-t="492.3">as</span>
<span data-t="492.7">what</span>
<span data-t="493.0">I</span>
<span data-t="493.1">get</span>
<span data-t="493.3">to</span>
<span data-t="493.4">do,</span>
<span data-t="493.5">I</span>
<span data-t="493.6">never</span>
<span data-t="493.9">get</span>
<span data-t="494.1">to</span>
<span data-t="494.2">do</span>
<span data-t="494.4">that.</span>
<span data-t="495.0">I,</span>
<span data-t="495.2">I</span>
<span data-t="495.3">am,</span>
<span data-t="495.6">you</span>
<span data-t="495.8">know,</span>
<span data-t="496.0">the,</span>
<span data-t="496.3">the</span>
<span data-t="496.6">librarian</span>
<span data-t="497.6">on</span>
<span data-t="497.8">the</span>
<span data-t="497.9">outside</span>
<span data-t="498.4">collecting</span>
<span data-t="499.0">all</span>
<span data-t="499.2">of</span>
<span data-t="499.4">the</span>
<span data-t="499.5">reports,</span>
<span data-t="500.0">and</span>
<span data-t="500.1">so</span>
<span data-t="500.3">to</span>
<span data-t="500.4">be</span>
<span data-t="500.5">able</span>
<span data-t="500.7">to</span>
<span data-t="501.6">peek</span>
<span data-t="501.9">behind</span>
<span data-t="502.4">and</span>
<span data-t="502.5">see</span>
<span data-t="502.7">all</span>
<span data-t="502.8">of</span>
<span data-t="503.0">this</span>
<span data-t="503.2">as,</span>
<span data-t="503.5">as</span>
<span data-t="503.6">a</span>
<span data-t="503.7">rare</span>
<span data-t="504.0">treat</span>
<span data-t="504.6">and,</span>
<span data-t="505.0">and</span>
<span data-t="505.2">the</span>
<span data-t="505.2">rarest</span>
<span data-t="505.6">of</span>
<span data-t="505.8">the</span>
<span data-t="505.8">rare</span>
<span data-t="506.0">treat.</span>
<span data-t="506.3">Part</span>
<span data-t="506.5">of</span>
<span data-t="506.6">this</span>
<span data-t="506.9">is</span>
<span data-t="507.2">to</span>
<span data-t="507.4">see</span>
<span data-t="507.6">the</span>
<span data-t="507.7">kind</span>
<span data-t="508.0">of</span>
<span data-t="508.1">work.</span>
<span data-t="509.4">an</span>
<span data-t="509.5">incident</span>
<span data-t="510.1">analyst</span>
<span data-t="510.8">does,</span>
<span data-t="511.4">as</span>
<span data-t="511.6">you</span>
<span data-t="511.7">said,</span>
<span data-t="512.0">it&#39;s</span>
<span data-t="512.1">a</span>
<span data-t="512.2">fairly</span>
<span data-t="513.0">small</span>
<span data-t="513.4">club,</span>
<span data-t="513.9">not</span>
<span data-t="514.2">exclusive.</span>
<span data-t="515.0">Others</span>
<span data-t="515.3">could</span>
<span data-t="515.6">do</span>
<span data-t="515.8">this</span>
<span data-t="516.2">and</span>
<span data-t="516.3">we</span>
<span data-t="516.5">hope</span>
<span data-t="516.7">that</span>
<span data-t="516.9">more</span>
<span data-t="517.1">people</span>
<span data-t="517.5">do</span>
<span data-t="517.8">and</span>
<span data-t="518.0">that</span>
<span data-t="518.1">more</span>
<span data-t="518.3">companies</span>
<span data-t="518.7">do</span>
<span data-t="518.9">this.</span>
<span data-t="519.5">But</span>
<span data-t="519.6">I&#39;d</span>
<span data-t="519.8">love</span>
<span data-t="520.5">to</span>
<span data-t="520.7">hear</span>
<span data-t="520.8">a</span>
<span data-t="520.9">little</span>
<span data-t="521.3">bit</span>
<span data-t="521.9">before</span>
<span data-t="522.2">we</span>
<span data-t="522.3">dive</span>
<span data-t="522.7">into</span>
<span data-t="523.4">the</span>
<span data-t="523.6">work</span>
<span data-t="523.8">you&#39;ve</span>
<span data-t="524.0">already</span>
<span data-t="524.3">done</span>
<span data-t="524.6">on</span>
<span data-t="524.9">this,</span>
<span data-t="525.2">Eric,</span>
<span data-t="525.6">of</span>
<span data-t="526.4">tell</span>
<span data-t="527.0">folks</span>
<span data-t="528.1">what</span>
<span data-t="528.4">do</span>
<span data-t="528.6">you</span>
<span data-t="528.8">do?</span>
<span data-t="530.0">To</span>
<span data-t="530.2">get</span>
<span data-t="530.5">ready</span>
<span data-t="531.0">to</span>
<span data-t="532.0">analyze</span>
<span data-t="532.6">an</span>
<span data-t="532.7">incident.</span>
<span data-t="533.2">What</span>
<span data-t="533.4">are</span>
<span data-t="533.4">the</span>
<span data-t="533.6">materials</span>
<span data-t="534.2">you</span>
<span data-t="534.3">collect,</span>
<span data-t="534.8">what</span>
<span data-t="534.9">are</span>
<span data-t="535.0">the</span>
<span data-t="535.1">things</span>
<span data-t="535.4">you&#39;re</span>
<span data-t="535.5">looking</span>
<span data-t="535.9">for?</span>
<span data-t="536.2">What</span>
<span data-t="536.4">are</span>
<span data-t="536.4">you</span>
<span data-t="536.5">pulling</span>
<span data-t="537.0">together?</span>
<span data-t="538.0">And</span>
<span data-t="538.3">talk</span>
<span data-t="538.5">to</span>
<span data-t="538.6">me</span>
<span data-t="538.7">a</span>
<span data-t="538.8">little</span>
<span data-t="538.9">bit</span>
<span data-t="539.1">about</span>
<span data-t="539.2">what</span>
<span data-t="539.4">that</span>
<span data-t="539.6">process</span>
<span data-t="540.1">looks</span>
<span data-t="540.5">like.</span>
</p>
<cite>Eric</cite>
<time>9:00</time>
<p>
<span data-t="541.0">I</span>
<span data-t="541.0">think</span>
<span data-t="541.2">that&#39;s</span>
<span data-t="541.3">gonna</span>
<span data-t="541.5">be</span>
<span data-t="541.6">really</span>
<span data-t="541.8">useful</span>
<span data-t="542.1">context,</span>
<span data-t="542.8">although</span>
<span data-t="543.0">I&#39;m</span>
<span data-t="543.1">gonna</span>
<span data-t="543.4">actually</span>
<span data-t="543.8">deviate</span>
<span data-t="544.4">from</span>
<span data-t="544.6">your</span>
<span data-t="544.7">specific</span>
<span data-t="545.1">question</span>
<span data-t="545.5">and</span>
<span data-t="545.7">first</span>
<span data-t="546.1">paint</span>
<span data-t="546.4">a</span>
<span data-t="546.4">cartoon</span>
<span data-t="547.0">of</span>
<span data-t="547.1">the</span>
<span data-t="547.2">typical</span>
<span data-t="547.7">incident</span>
<span data-t="548.8">in</span>
<span data-t="548.9">a</span>
<span data-t="548.9">software</span>
<span data-t="548.9">company.</span>
<span data-t="550.4">So</span>
<span data-t="550.7">the,</span>
<span data-t="551.2">the</span>
<span data-t="551.4">typical</span>
<span data-t="552.0">scenario,</span>
<span data-t="552.6">this</span>
<span data-t="552.9">is</span>
<span data-t="552.9">sort</span>
<span data-t="553.1">of</span>
<span data-t="553.2">dominant</span>
<span data-t="553.6">paradigm</span>
<span data-t="554.1">about</span>
<span data-t="554.4">incidents</span>
<span data-t="554.9">in</span>
<span data-t="555.0">a</span>
<span data-t="555.1">software</span>
<span data-t="555.4">company,</span>
<span data-t="555.8">is</span>
<span data-t="555.9">they&#39;re</span>
<span data-t="556.2">bad</span>
<span data-t="556.6">and</span>
<span data-t="556.8">you</span>
<span data-t="556.9">wanna</span>
<span data-t="557.1">avoid</span>
<span data-t="557.5">them</span>
<span data-t="557.7">and</span>
<span data-t="557.8">prevent</span>
<span data-t="558.1">them.</span>
<span data-t="558.3">And</span>
<span data-t="558.6">when</span>
<span data-t="558.8">they</span>
<span data-t="558.9">happen,</span>
<span data-t="560.4">usually</span>
<span data-t="561.0">because</span>
<span data-t="561.4">somebody</span>
<span data-t="561.8">screwed</span>
<span data-t="562.1">up.</span>
<span data-t="563.5">there&#39;s</span>
<span data-t="563.9">a,</span>
<span data-t="564.3">it&#39;s,</span>
<span data-t="565.1">it</span>
<span data-t="565.2">can</span>
<span data-t="565.4">be</span>
<span data-t="565.5">hard</span>
<span data-t="566.1">and</span>
<span data-t="566.3">the</span>
<span data-t="566.4">company</span>
<span data-t="566.7">culture</span>
<span data-t="567.1">depends,</span>
<span data-t="568.3">but</span>
<span data-t="568.5">it</span>
<span data-t="568.6">can</span>
<span data-t="568.7">be</span>
<span data-t="568.8">very</span>
<span data-t="569.1">hard</span>
<span data-t="569.6">to,</span>
<span data-t="571.4">to</span>
<span data-t="571.9">learn</span>
<span data-t="572.4">what</span>
<span data-t="572.7">really</span>
<span data-t="573.0">happened</span>
<span data-t="573.6">because</span>
<span data-t="574.0">you</span>
<span data-t="574.2">have</span>
<span data-t="574.4">this</span>
<span data-t="574.6">bias,</span>
<span data-t="575.4">and</span>
<span data-t="575.6">this</span>
<span data-t="575.7">is</span>
<span data-t="575.8">sort</span>
<span data-t="576.0">of</span>
<span data-t="576.1">culture</span>
<span data-t="576.6">wide.</span>
<span data-t="577.0">It&#39;s</span>
<span data-t="577.2">not</span>
<span data-t="577.4">even</span>
<span data-t="577.6">the</span>
<span data-t="577.7">software</span>
<span data-t="578.2">world</span>
<span data-t="578.4">alone.</span>
<span data-t="580.3">when</span>
<span data-t="580.6">bad</span>
<span data-t="580.8">things</span>
<span data-t="581.1">happen,</span>
<span data-t="581.6">it&#39;s</span>
<span data-t="581.7">because</span>
<span data-t="582.1">somebody</span>
<span data-t="582.5">didn&#39;t</span>
<span data-t="582.9">do</span>
<span data-t="583.2">the</span>
<span data-t="583.3">thing</span>
<span data-t="583.6">they</span>
<span data-t="583.7">were</span>
<span data-t="583.8">supposed</span>
<span data-t="584.2">to</span>
<span data-t="584.3">do.</span>
<span data-t="585.7">And</span>
<span data-t="585.9">that,</span>
<span data-t="587.2">that&#39;s</span>
<span data-t="587.7">the,</span>
<span data-t="588.1">that&#39;s</span>
<span data-t="588.5">the</span>
<span data-t="588.6">bubble</span>
<span data-t="589.0">we&#39;re</span>
<span data-t="589.1">trying</span>
<span data-t="589.4">to</span>
<span data-t="589.5">burst</span>
<span data-t="590.1">in</span>
<span data-t="590.5">the</span>
<span data-t="590.8">resilience</span>
<span data-t="591.3">engineering</span>
<span data-t="591.7">community</span>
<span data-t="592.3">and</span>
<span data-t="592.5">the,</span>
<span data-t="592.9">and</span>
<span data-t="593.0">bunch</span>
<span data-t="593.3">of</span>
<span data-t="593.7">sibling</span>
<span data-t="594.2">communities.</span>
<span data-t="594.8">I&#39;ll</span>
<span data-t="594.9">try</span>
<span data-t="595.2">not</span>
<span data-t="595.4">to</span>
<span data-t="595.6">do</span>
<span data-t="595.8">too</span>
<span data-t="596.0">much</span>
<span data-t="596.2">of</span>
<span data-t="596.3">that</span>
<span data-t="596.5">intro.</span>
<span data-t="597.7">so</span>
<span data-t="597.9">the</span>
<span data-t="598.0">conventional</span>
<span data-t="598.7">retro,</span>
<span data-t="600.4">is</span>
<span data-t="601.0">to</span>
<span data-t="601.6">sort</span>
<span data-t="601.9">of</span>
<span data-t="602.0">sit</span>
<span data-t="602.3">around</span>
<span data-t="602.6">for</span>
<span data-t="602.7">an</span>
<span data-t="602.8">hour</span>
<span data-t="604.6">talk</span>
<span data-t="605.0">quickly</span>
<span data-t="605.4">through</span>
<span data-t="605.6">what</span>
<span data-t="605.8">happened.</span>
<span data-t="607.2">and</span>
<span data-t="607.6">often</span>
<span data-t="608.2">the</span>
<span data-t="608.3">talking</span>
<span data-t="608.8">about</span>
<span data-t="609.1">what</span>
<span data-t="609.3">happened</span>
<span data-t="610.6">stops</span>
<span data-t="611.1">pretty</span>
<span data-t="611.4">short.</span>
<span data-t="611.8">As</span>
<span data-t="612.0">soon</span>
<span data-t="612.2">as</span>
<span data-t="612.3">we</span>
<span data-t="612.4">have</span>
<span data-t="612.6">the</span>
<span data-t="612.7">first</span>
<span data-t="612.9">person</span>
<span data-t="613.3">who</span>
<span data-t="613.7">made</span>
<span data-t="614.0">a</span>
<span data-t="614.1">mistake,</span>
<span data-t="615.5">and</span>
<span data-t="615.7">we&#39;ll</span>
<span data-t="615.9">dig</span>
<span data-t="616.2">into</span>
<span data-t="616.7">what</span>
<span data-t="617.0">should</span>
<span data-t="617.2">we</span>
<span data-t="617.4">have</span>
<span data-t="618.2">next</span>
<span data-t="618.5">time,</span>
<span data-t="618.8">because</span>
<span data-t="619.1">we</span>
<span data-t="619.2">definitely</span>
<span data-t="619.6">wanna</span>
<span data-t="619.9">not</span>
<span data-t="620.2">have</span>
<span data-t="620.4">this</span>
<span data-t="620.6">experience</span>
<span data-t="621.2">again.</span>
<span data-t="621.8">It</span>
<span data-t="622.0">was</span>
<span data-t="622.1">painful.</span>
<span data-t="622.5">We</span>
<span data-t="622.6">lost</span>
<span data-t="622.9">money.</span>
<span data-t="623.2">Customers</span>
<span data-t="623.7">are</span>
<span data-t="623.8">mad</span>
<span data-t="624.0">at</span>
<span data-t="624.1">us.</span>
<span data-t="624.9">Uh,</span>
<span data-t="625.0">there&#39;s</span>
<span data-t="625.2">a</span>
<span data-t="625.3">lot</span>
<span data-t="625.4">of</span>
<span data-t="625.5">good</span>
<span data-t="625.7">reasons</span>
<span data-t="626.2">that</span>
<span data-t="626.4">we</span>
<span data-t="626.5">do</span>
<span data-t="626.6">it</span>
<span data-t="626.7">this</span>
<span data-t="626.9">way,</span>
<span data-t="627.1">but</span>
<span data-t="627.3">the,</span>
<span data-t="627.6">the</span>
<span data-t="627.8">core</span>
<span data-t="628.1">mechanic</span>
<span data-t="628.6">out</span>
<span data-t="628.8">of</span>
<span data-t="628.9">a</span>
<span data-t="629.0">typical</span>
<span data-t="629.3">retro</span>
<span data-t="630.3">is</span>
<span data-t="630.5">to</span>
<span data-t="630.6">get</span>
<span data-t="630.9">the</span>
<span data-t="631.3">code</span>
<span data-t="631.7">we&#39;re</span>
<span data-t="631.9">gonna</span>
<span data-t="632.1">fix</span>
<span data-t="632.8">so</span>
<span data-t="633.0">that</span>
<span data-t="633.1">this</span>
<span data-t="633.3">never</span>
<span data-t="633.5">happens</span>
<span data-t="633.9">again.</span>
<span data-t="635.7">And</span>
<span data-t="636.1">the</span>
<span data-t="636.3">subtext</span>
<span data-t="637.4">of</span>
<span data-t="637.6">the</span>
<span data-t="637.7">whole</span>
<span data-t="638.5">activity</span>
<span data-t="639.8">is</span>
<span data-t="640.1">that,</span>
<span data-t="640.7">we&#39;re</span>
<span data-t="641.0">really</span>
<span data-t="641.4">trying</span>
<span data-t="641.8">to</span>
<span data-t="642.1">soothe</span>
<span data-t="643.4">the,</span>
<span data-t="644.0">the</span>
<span data-t="644.2">emotional</span>
<span data-t="644.8">stress</span>
<span data-t="645.4">that</span>
<span data-t="645.6">an</span>
<span data-t="645.7">organization</span>
<span data-t="646.4">feels</span>
<span data-t="646.9">and</span>
<span data-t="647.0">does</span>
<span data-t="647.2">not</span>
<span data-t="647.5">admit</span>
<span data-t="648.8">we</span>
<span data-t="648.9">don&#39;t</span>
<span data-t="649.2">really</span>
<span data-t="649.5">have,</span>
<span data-t="650.1">clear</span>
<span data-t="650.6">control</span>
<span data-t="651.2">over</span>
<span data-t="651.5">the</span>
<span data-t="651.6">systems</span>
<span data-t="652.0">we&#39;re</span>
<span data-t="652.1">running.</span>
<span data-t="654.1">Trying</span>
<span data-t="654.3">to</span>
<span data-t="654.4">do</span>
<span data-t="654.5">differently</span>
<span data-t="654.9">as</span>
<span data-t="655.1">an</span>
<span data-t="655.2">analyst</span>
<span data-t="656.0">is</span>
<span data-t="657.5">to</span>
<span data-t="657.7">admit</span>
<span data-t="658.6">that</span>
<span data-t="658.9">the</span>
<span data-t="659.7">business</span>
<span data-t="660.2">we&#39;re</span>
<span data-t="660.3">running</span>
<span data-t="660.6">is</span>
<span data-t="660.8">a</span>
<span data-t="660.9">mess</span>
<span data-t="661.5">and</span>
<span data-t="661.7">that</span>
<span data-t="661.9">nobody&#39;s</span>
<span data-t="662.4">really</span>
<span data-t="662.6">got</span>
<span data-t="662.8">a</span>
<span data-t="662.9">clear</span>
<span data-t="663.2">view</span>
<span data-t="663.5">of</span>
<span data-t="663.7">it,</span>
<span data-t="665.0">and</span>
<span data-t="665.9">that</span>
<span data-t="666.2">the</span>
<span data-t="666.4">incident</span>
<span data-t="667.0">itself</span>
<span data-t="667.5">is</span>
<span data-t="667.6">actually</span>
<span data-t="668.1">a</span>
<span data-t="668.2">crack</span>
<span data-t="668.7">that</span>
<span data-t="668.9">lets</span>
<span data-t="669.1">me</span>
<span data-t="669.3">peek</span>
<span data-t="669.7">into</span>
<span data-t="670.8">how</span>
<span data-t="671.0">things</span>
<span data-t="671.3">really</span>
<span data-t="671.6">work.</span>
<span data-t="673.1">Because</span>
<span data-t="673.4">most</span>
<span data-t="673.7">of</span>
<span data-t="673.8">the</span>
<span data-t="673.9">time</span>
<span data-t="674.3">we&#39;re</span>
<span data-t="674.4">too</span>
<span data-t="674.6">busy</span>
<span data-t="674.9">to</span>
<span data-t="675.1">look</span>
<span data-t="675.2">at</span>
<span data-t="675.4">how</span>
<span data-t="675.5">things</span>
<span data-t="675.8">are</span>
<span data-t="675.8">actually</span>
<span data-t="676.2">working,</span>
<span data-t="677.9">and</span>
<span data-t="678.2">the,</span>
<span data-t="678.4">the,</span>
<span data-t="678.8">the</span>
<span data-t="679.0">sense</span>
<span data-t="679.4">of</span>
<span data-t="679.5">urgency</span>
<span data-t="680.1">or</span>
<span data-t="680.2">the</span>
<span data-t="680.3">sense</span>
<span data-t="680.6">of</span>
<span data-t="680.7">regret</span>
<span data-t="681.3">gives</span>
<span data-t="681.6">us</span>
<span data-t="681.8">a</span>
<span data-t="681.9">moment</span>
<span data-t="682.4">of</span>
<span data-t="682.5">opportunity</span>
<span data-t="683.2">where</span>
<span data-t="683.3">the</span>
<span data-t="683.5">business</span>
<span data-t="683.9">is</span>
<span data-t="684.0">willing</span>
<span data-t="684.4">to</span>
<span data-t="684.6">invest</span>
<span data-t="686.1">and</span>
<span data-t="686.8">we</span>
<span data-t="687.0">could</span>
<span data-t="687.2">do</span>
<span data-t="687.3">something</span>
<span data-t="687.7">different</span>
<span data-t="688.1">with</span>
<span data-t="688.3">that</span>
<span data-t="688.5">time.</span>
<span data-t="689.0">I&#39;d</span>
<span data-t="689.3">spent</span>
<span data-t="689.6">a</span>
<span data-t="689.6">bunch</span>
<span data-t="689.8">of</span>
<span data-t="689.9">time</span>
<span data-t="690.2">before</span>
<span data-t="690.5">the</span>
<span data-t="690.6">interviews</span>
<span data-t="691.2">reviewing</span>
<span data-t="691.7">the</span>
<span data-t="691.8">slack</span>
<span data-t="692.1">transcript</span>
<span data-t="692.8">and</span>
<span data-t="693.0">a</span>
<span data-t="693.0">recording</span>
<span data-t="693.6">of</span>
<span data-t="693.9">their</span>
<span data-t="694.2">drill.</span>
<span data-t="695.6">to</span>
<span data-t="696.0">look</span>
<span data-t="696.3">at</span>
<span data-t="696.4">the</span>
<span data-t="696.8">words</span>
<span data-t="697.3">they</span>
<span data-t="697.4">actually</span>
<span data-t="697.9">said,</span>
<span data-t="698.5">who</span>
<span data-t="698.7">they</span>
<span data-t="698.9">were</span>
<span data-t="699.0">talking</span>
<span data-t="699.4">to,</span>
<span data-t="699.7">what</span>
<span data-t="699.9">kinds</span>
<span data-t="700.1">of</span>
<span data-t="700.2">questions</span>
<span data-t="700.8">they</span>
<span data-t="700.9">were,</span>
<span data-t="702.1">asking,</span>
<span data-t="702.8">trying</span>
<span data-t="703.1">to</span>
<span data-t="703.3">get</span>
<span data-t="703.6">a</span>
<span data-t="703.6">picture</span>
<span data-t="704.0">in</span>
<span data-t="704.1">my</span>
<span data-t="704.3">own</span>
<span data-t="704.5">head</span>
<span data-t="704.9">of</span>
<span data-t="705.1">what</span>
<span data-t="705.3">was</span>
<span data-t="705.5">in</span>
<span data-t="705.7">their</span>
<span data-t="705.9">heads</span>
<span data-t="707.0">at</span>
<span data-t="707.2">the</span>
<span data-t="707.3">time</span>
<span data-t="707.6">they</span>
<span data-t="707.7">were</span>
<span data-t="707.8">taking</span>
<span data-t="708.2">the</span>
<span data-t="708.3">actions.</span>
<span data-t="709.4">&#39;cause</span>
<span data-t="709.6">at</span>
<span data-t="709.7">the</span>
<span data-t="709.8">end</span>
<span data-t="710.0">of</span>
<span data-t="710.1">the</span>
<span data-t="710.2">incident,</span>
<span data-t="710.7">I</span>
<span data-t="710.8">know,</span>
<span data-t="711.2">I</span>
<span data-t="711.4">know</span>
<span data-t="711.6">what</span>
<span data-t="711.8">broke</span>
<span data-t="713.3">and</span>
<span data-t="713.5">it</span>
<span data-t="713.6">can</span>
<span data-t="713.7">be</span>
<span data-t="713.8">really</span>
<span data-t="714.1">distracting</span>
<span data-t="714.7">to</span>
<span data-t="714.8">only</span>
<span data-t="715.1">look</span>
<span data-t="715.3">at</span>
<span data-t="715.4">what</span>
<span data-t="715.6">broke.</span>
<span data-t="717.2">We,</span>
<span data-t="717.5">we</span>
<span data-t="717.7">operate</span>
<span data-t="718.1">with</span>
<span data-t="718.3">that</span>
<span data-t="718.4">urgency,</span>
<span data-t="720.7">especially</span>
<span data-t="721.4">during</span>
<span data-t="721.6">an</span>
<span data-t="721.7">incident.</span>
<span data-t="723.1">we&#39;re</span>
<span data-t="723.4">choosing</span>
<span data-t="724.0">the</span>
<span data-t="724.1">stuff</span>
<span data-t="724.4">that</span>
<span data-t="724.6">feels</span>
<span data-t="725.0">most</span>
<span data-t="725.3">important</span>
<span data-t="725.6">in</span>
<span data-t="725.7">the</span>
<span data-t="725.8">moment.</span>
<span data-t="726.3">I&#39;m</span>
<span data-t="726.5">trying</span>
<span data-t="726.7">to</span>
<span data-t="726.8">get</span>
<span data-t="726.9">a</span>
<span data-t="727.0">sense</span>
<span data-t="727.3">of</span>
<span data-t="727.4">what</span>
<span data-t="727.6">that</span>
<span data-t="727.8">was.</span>
<span data-t="729.1">So</span>
<span data-t="729.3">then</span>
<span data-t="729.5">I</span>
<span data-t="729.5">have</span>
<span data-t="729.7">an</span>
<span data-t="729.8">interview</span>
<span data-t="730.2">with</span>
<span data-t="730.3">the</span>
<span data-t="730.4">participants</span>
<span data-t="731.3">to</span>
<span data-t="731.4">double</span>
<span data-t="731.8">check</span>
<span data-t="732.1">that</span>
<span data-t="732.3">what</span>
<span data-t="732.5">I</span>
<span data-t="732.7">read</span>
<span data-t="733.0">and</span>
<span data-t="733.2">what</span>
<span data-t="733.3">I</span>
<span data-t="733.4">think</span>
<span data-t="733.7">was</span>
<span data-t="733.9">most</span>
<span data-t="734.2">important</span>
<span data-t="735.0">actually</span>
<span data-t="735.4">was,</span>
<span data-t="737.0">and</span>
<span data-t="737.2">invariably</span>
<span data-t="738.1">the</span>
<span data-t="738.2">conversation</span>
<span data-t="738.9">with</span>
<span data-t="739.2">the</span>
<span data-t="739.6">people</span>
<span data-t="739.9">who</span>
<span data-t="740.0">were</span>
<span data-t="740.2">in</span>
<span data-t="740.5">the</span>
<span data-t="740.5">hot</span>
<span data-t="740.8">seat</span>
<span data-t="741.5">takes</span>
<span data-t="741.8">me</span>
<span data-t="742.0">down</span>
<span data-t="742.2">a</span>
<span data-t="742.2">different</span>
<span data-t="742.5">path</span>
<span data-t="742.9">than</span>
<span data-t="743.1">I</span>
<span data-t="743.3">thought</span>
<span data-t="743.8">I</span>
<span data-t="743.9">was</span>
<span data-t="744.1">gonna</span>
<span data-t="744.4">be</span>
<span data-t="744.5">down.</span>
<span data-t="745.6">I&#39;m</span>
<span data-t="745.8">looking</span>
<span data-t="746.1">at</span>
<span data-t="746.2">the,</span>
<span data-t="746.6">the</span>
<span data-t="746.8">evidence</span>
<span data-t="748.1">and</span>
<span data-t="748.3">I</span>
<span data-t="748.4">learn</span>
<span data-t="748.8">all</span>
<span data-t="749.0">kinds</span>
<span data-t="749.3">of</span>
<span data-t="749.4">things</span>
<span data-t="749.7">about</span>
<span data-t="749.9">how</span>
<span data-t="750.0">the</span>
<span data-t="750.1">business</span>
<span data-t="750.5">really</span>
<span data-t="750.7">works,</span>
<span data-t="751.3">I</span>
<span data-t="751.4">learn</span>
<span data-t="751.6">all</span>
<span data-t="751.9">kinds</span>
<span data-t="752.1">of</span>
<span data-t="752.2">things</span>
<span data-t="752.5">about</span>
<span data-t="752.8">the</span>
<span data-t="752.9">deep</span>
<span data-t="753.1">expertise</span>
<span data-t="753.8">that</span>
<span data-t="754.0">everybody</span>
<span data-t="754.4">brings</span>
<span data-t="754.8">into</span>
<span data-t="755.2">an</span>
<span data-t="755.3">incident,</span>
<span data-t="757.3">and</span>
<span data-t="757.4">that</span>
<span data-t="757.6">is,</span>
<span data-t="757.8">that</span>
<span data-t="758.1">expertise</span>
<span data-t="758.9">is</span>
<span data-t="759.1">gold</span>
<span data-t="760.5">incredibly</span>
<span data-t="761.0">difficult</span>
<span data-t="761.5">to</span>
<span data-t="761.6">see</span>
<span data-t="762.1">until</span>
<span data-t="762.4">you</span>
<span data-t="762.7">actually</span>
<span data-t="763.0">do</span>
<span data-t="763.2">this</span>
<span data-t="763.5">kind</span>
<span data-t="763.7">of</span>
<span data-t="763.7">work.</span>
<span data-t="764.9">So</span>
<span data-t="765.1">then</span>
<span data-t="765.8">having</span>
<span data-t="767.1">an</span>
<span data-t="767.3">hour,</span>
<span data-t="767.6">you</span>
<span data-t="767.6">know,</span>
<span data-t="767.9">I&#39;ve</span>
<span data-t="768.0">got</span>
<span data-t="768.5">an</span>
<span data-t="768.7">hour</span>
<span data-t="769.0">of</span>
<span data-t="769.1">video,</span>
<span data-t="769.9">from</span>
<span data-t="770.3">the</span>
<span data-t="770.4">recording</span>
<span data-t="771.0">and</span>
<span data-t="771.3">some</span>
<span data-t="771.6">retro</span>
<span data-t="772.2">reflection</span>
<span data-t="772.8">that</span>
<span data-t="773.0">happened</span>
<span data-t="773.3">after</span>
<span data-t="774.0">the</span>
<span data-t="774.1">drill.</span>
<span data-t="774.3">The</span>
<span data-t="774.3">drill&#39;s</span>
<span data-t="774.4">about</span>
<span data-t="774.6">half</span>
<span data-t="774.7">an</span>
<span data-t="774.9">hour</span>
<span data-t="775.9">there&#39;s,</span>
<span data-t="776.4">uh,</span>
<span data-t="776.5">a</span>
<span data-t="776.6">little</span>
<span data-t="776.8">bit</span>
<span data-t="777.1">front,</span>
<span data-t="778.3">know,</span>
<span data-t="778.4">set</span>
<span data-t="778.7">up</span>
<span data-t="778.9">recording</span>
<span data-t="779.5">and</span>
<span data-t="779.7">there&#39;s</span>
<span data-t="779.8">a,</span>
<span data-t="779.9">some</span>
<span data-t="780.1">reflection</span>
<span data-t="780.6">afterwards.</span>
<span data-t="781.0">It&#39;s</span>
<span data-t="781.2">about</span>
<span data-t="781.5">an</span>
<span data-t="781.6">hour</span>
<span data-t="781.8">of</span>
<span data-t="782.0">footage.</span>
<span data-t="783.3">and</span>
<span data-t="783.6">I</span>
<span data-t="783.6">have.</span>
<span data-t="784.7">I</span>
<span data-t="784.8">don&#39;t</span>
<span data-t="784.9">know,</span>
<span data-t="785.0">an</span>
<span data-t="785.1">hour</span>
<span data-t="785.3">and</span>
<span data-t="785.4">a</span>
<span data-t="785.5">half</span>
<span data-t="786.0">that</span>
<span data-t="786.2">Sarah</span>
<span data-t="786.6">and</span>
<span data-t="786.7">I</span>
<span data-t="786.8">spent,</span>
<span data-t="787.3">and</span>
<span data-t="787.4">an</span>
<span data-t="787.5">hour</span>
<span data-t="787.8">that</span>
<span data-t="787.9">Alex</span>
<span data-t="788.2">and</span>
<span data-t="788.3">I</span>
<span data-t="788.4">spent</span>
<span data-t="788.9">talking</span>
<span data-t="789.3">through</span>
<span data-t="789.7">what</span>
<span data-t="789.9">happened,</span>
<span data-t="791.0">and</span>
<span data-t="791.3">all</span>
<span data-t="791.6">of</span>
<span data-t="791.7">the</span>
<span data-t="791.8">Slack</span>
<span data-t="792.0">transcripts.</span>
<span data-t="793.7">and</span>
<span data-t="793.8">I</span>
<span data-t="794.0">try</span>
<span data-t="794.3">to</span>
<span data-t="794.9">then</span>
<span data-t="796.6">process,</span>
<span data-t="797.5">process</span>
<span data-t="797.9">that</span>
<span data-t="798.3">to</span>
<span data-t="799.0">figure</span>
<span data-t="799.3">out</span>
<span data-t="799.5">what</span>
<span data-t="799.6">is</span>
<span data-t="799.8">in</span>
<span data-t="799.9">common</span>
<span data-t="801.0">and</span>
<span data-t="801.2">what</span>
<span data-t="801.4">is</span>
<span data-t="801.5">in</span>
<span data-t="801.7">contrast</span>
<span data-t="802.5">between</span>
<span data-t="803.0">the</span>
<span data-t="803.2">testimony</span>
<span data-t="803.8">I</span>
<span data-t="804.0">learned</span>
<span data-t="804.3">from</span>
<span data-t="804.5">Alex</span>
<span data-t="804.8">and</span>
<span data-t="805.0">Sarah</span>
<span data-t="805.3">about</span>
<span data-t="805.6">their</span>
<span data-t="805.7">respective</span>
<span data-t="806.2">views.</span>
<span data-t="807.5">The</span>
<span data-t="807.8">premise</span>
<span data-t="808.3">of</span>
<span data-t="808.5">doing</span>
<span data-t="808.8">that</span>
<span data-t="809.1">is</span>
<span data-t="809.3">that</span>
<span data-t="809.5">none</span>
<span data-t="809.8">of</span>
<span data-t="809.9">us</span>
<span data-t="810.0">can</span>
<span data-t="810.2">see</span>
<span data-t="810.4">the</span>
<span data-t="810.6">whole</span>
<span data-t="810.7">system.</span>
<span data-t="812.0">if</span>
<span data-t="812.2">I</span>
<span data-t="812.3">can</span>
<span data-t="812.5">get</span>
<span data-t="812.7">some</span>
<span data-t="813.0">detail</span>
<span data-t="813.7">about</span>
<span data-t="815.1">the</span>
<span data-t="815.2">different</span>
<span data-t="815.6">views,</span>
<span data-t="816.5">I</span>
<span data-t="816.7">learn</span>
<span data-t="817.0">more</span>
<span data-t="817.3">about</span>
<span data-t="817.5">the</span>
<span data-t="817.6">system</span>
<span data-t="818.2">and</span>
<span data-t="818.3">if</span>
<span data-t="818.5">I</span>
<span data-t="818.7">as</span>
<span data-t="818.9">an</span>
<span data-t="819.0">analyst</span>
<span data-t="819.5">can</span>
<span data-t="820.3">synthesize</span>
<span data-t="822.1">as</span>
<span data-t="822.4">coherent</span>
<span data-t="823.1">as</span>
<span data-t="823.2">possible,</span>
<span data-t="823.9">a,</span>
<span data-t="824.2">a</span>
<span data-t="824.4">subset</span>
<span data-t="825.2">of</span>
<span data-t="825.4">all</span>
<span data-t="825.6">of</span>
<span data-t="825.7">that</span>
<span data-t="825.9">information</span>
<span data-t="827.1">into</span>
<span data-t="828.9">the</span>
<span data-t="829.2">interesting</span>
<span data-t="829.8">bits</span>
<span data-t="830.2">of,</span>
<span data-t="830.8">of,</span>
<span data-t="831.3">shared</span>
<span data-t="831.8">experience</span>
<span data-t="833.0">and</span>
<span data-t="833.3">the</span>
<span data-t="833.4">interesting</span>
<span data-t="833.8">bits</span>
<span data-t="834.3">of.</span>
<span data-t="835.9">experience.</span>
<span data-t="837.7">when</span>
<span data-t="837.9">we</span>
<span data-t="838.0">have</span>
<span data-t="838.2">the</span>
<span data-t="838.3">retro,</span>
<span data-t="838.8">we</span>
<span data-t="839.0">have</span>
<span data-t="839.2">a</span>
<span data-t="839.2">much</span>
<span data-t="839.5">richer</span>
<span data-t="839.9">discussion</span>
<span data-t="840.4">about</span>
<span data-t="840.8">what</span>
<span data-t="841.1">really</span>
<span data-t="841.3">went</span>
<span data-t="841.6">on</span>
<span data-t="841.8">during</span>
<span data-t="842.0">that</span>
<span data-t="842.2">incident.</span>
<span data-t="843.0">But</span>
<span data-t="843.1">also,</span>
<span data-t="843.6">this</span>
<span data-t="843.8">is</span>
<span data-t="843.9">the</span>
<span data-t="844.0">critical</span>
<span data-t="844.4">bit.</span>
<span data-t="844.7">This</span>
<span data-t="844.8">is</span>
<span data-t="845.0">why</span>
<span data-t="845.2">it&#39;s</span>
<span data-t="845.4">a</span>
<span data-t="845.4">magnifying</span>
<span data-t="846.1">glass</span>
<span data-t="846.5">and</span>
<span data-t="846.6">not</span>
<span data-t="847.3">just</span>
<span data-t="847.7">a</span>
<span data-t="847.8">thing</span>
<span data-t="848.1">to</span>
<span data-t="848.2">avoid.</span>
<span data-t="848.8">I</span>
<span data-t="848.9">get</span>
<span data-t="849.1">to</span>
<span data-t="850.7">find</span>
<span data-t="850.8">out</span>
<span data-t="851.1">what</span>
<span data-t="851.2">normal</span>
<span data-t="851.7">work</span>
<span data-t="851.9">looks</span>
<span data-t="852.2">like</span>
<span data-t="852.5">and</span>
<span data-t="852.6">why</span>
<span data-t="852.9">this</span>
<span data-t="853.1">was</span>
<span data-t="853.4">different.</span>
<span data-t="855.0">And</span>
<span data-t="855.2">finding</span>
<span data-t="855.6">out</span>
<span data-t="855.7">what</span>
<span data-t="855.9">normal</span>
<span data-t="856.2">works</span>
<span data-t="856.6">looks</span>
<span data-t="856.9">like,</span>
<span data-t="857.2">turns</span>
<span data-t="857.5">out</span>
<span data-t="857.7">to</span>
<span data-t="857.8">actually</span>
<span data-t="858.1">be</span>
<span data-t="858.3">where</span>
<span data-t="858.4">the</span>
<span data-t="858.6">real</span>
<span data-t="858.8">gold</span>
<span data-t="859.4">of</span>
<span data-t="859.7">the</span>
<span data-t="859.8">activity</span>
<span data-t="860.4">is.</span>
</p>
<cite>Courtney</cite>
<time>14:22</time>
<p>
<span data-t="862.3">something</span>
<span data-t="862.6">we</span>
<span data-t="862.7">talk</span>
<span data-t="863.0">about</span>
<span data-t="863.3">about</span>
<span data-t="863.6">incident</span>
<span data-t="863.9">analysis</span>
<span data-t="864.5">and</span>
<span data-t="864.6">like</span>
<span data-t="864.8">you</span>
<span data-t="864.9">could</span>
<span data-t="865.1">be</span>
<span data-t="865.4">one</span>
<span data-t="865.7">of</span>
<span data-t="865.8">the</span>
<span data-t="865.9">best</span>
<span data-t="866.4">technical</span>
<span data-t="866.9">people</span>
<span data-t="867.6">in</span>
<span data-t="868.0">your</span>
<span data-t="868.3">field</span>
<span data-t="869.3">doing</span>
<span data-t="869.9">incident</span>
<span data-t="870.3">analysis</span>
<span data-t="870.9">is</span>
<span data-t="871.0">a</span>
<span data-t="871.1">very</span>
<span data-t="871.7">different</span>
<span data-t="873.1">of</span>
<span data-t="873.1">skills,</span>
<span data-t="873.7">a</span>
<span data-t="873.8">very</span>
<span data-t="874.0">different</span>
<span data-t="874.3">lens.</span>
<span data-t="875.2">Anyone</span>
<span data-t="875.6">who</span>
<span data-t="875.9">is</span>
<span data-t="876.3">listening</span>
<span data-t="876.7">to</span>
<span data-t="876.8">this</span>
<span data-t="876.9">might</span>
<span data-t="877.1">not</span>
<span data-t="877.2">be</span>
<span data-t="877.3">thinking</span>
<span data-t="877.6">like</span>
<span data-t="878.2">sheesh,</span>
<span data-t="879.3">that</span>
<span data-t="879.5">sounds</span>
<span data-t="879.8">like</span>
<span data-t="879.9">being</span>
<span data-t="880.2">like</span>
<span data-t="880.7">a</span>
<span data-t="880.8">detective</span>
<span data-t="881.7">or</span>
<span data-t="882.5">an</span>
<span data-t="882.6">anthropologist</span>
<span data-t="884.1">or</span>
<span data-t="885.0">maybe</span>
<span data-t="885.2">a</span>
<span data-t="885.3">sociologist.</span>
<span data-t="886.3">And</span>
<span data-t="886.4">the</span>
<span data-t="886.4">answer</span>
<span data-t="886.8">is</span>
<span data-t="887.0">yes.</span>
<span data-t="888.4">It</span>
<span data-t="888.6">is</span>
<span data-t="888.7">all</span>
<span data-t="889.0">those</span>
<span data-t="889.3">things.</span>
<span data-t="889.9">and</span>
<span data-t="890.2">why,</span>
<span data-t="890.4">that&#39;s</span>
<span data-t="890.7">why</span>
<span data-t="890.8">this</span>
<span data-t="891.0">is</span>
<span data-t="891.1">such</span>
<span data-t="891.3">a</span>
<span data-t="891.4">treat.</span>
<span data-t="892.2">you</span>
<span data-t="892.4">know,</span>
<span data-t="892.5">and</span>
<span data-t="892.7">how</span>
<span data-t="892.8">it</span>
<span data-t="892.9">differs</span>
<span data-t="893.3">from</span>
<span data-t="893.5">just</span>
<span data-t="893.7">going</span>
<span data-t="893.9">and</span>
<span data-t="894.0">talking</span>
<span data-t="894.3">to</span>
<span data-t="894.4">people</span>
<span data-t="894.5">and</span>
<span data-t="894.6">asking</span>
<span data-t="894.9">what</span>
<span data-t="895.0">happened</span>
<span data-t="895.3">and</span>
<span data-t="895.4">writing</span>
<span data-t="895.6">that</span>
<span data-t="895.8">down</span>
<span data-t="896.0">and,</span>
<span data-t="896.2">and</span>
<span data-t="896.4">moving</span>
<span data-t="896.7">on.</span>
<span data-t="897.0">Okay,</span>
<span data-t="897.6">but</span>
<span data-t="898.2">let&#39;s</span>
<span data-t="898.3">get</span>
<span data-t="898.5">to</span>
<span data-t="898.6">the</span>
<span data-t="898.7">meat</span>
<span data-t="898.8">of</span>
<span data-t="898.9">the</span>
<span data-t="899.0">matter.</span>
<span data-t="899.9">you</span>
<span data-t="900.0">have</span>
<span data-t="900.3">all</span>
<span data-t="900.4">of</span>
<span data-t="900.5">this</span>
<span data-t="900.6">information</span>
<span data-t="901.2">gathered.</span>
<span data-t="901.6">You</span>
<span data-t="901.7">have</span>
<span data-t="902.9">a</span>
<span data-t="903.0">wealth</span>
<span data-t="903.5">of</span>
<span data-t="903.7">written</span>
<span data-t="904.2">and</span>
<span data-t="904.5">auditory</span>
<span data-t="905.4">and</span>
<span data-t="906.4">other</span>
<span data-t="907.1">data</span>
<span data-t="907.9">and</span>
<span data-t="908.4">and</span>
<span data-t="908.9">narratives</span>
<span data-t="909.5">and</span>
<span data-t="909.6">people&#39;s</span>
<span data-t="909.9">perspectives.</span>
<span data-t="911.1">We&#39;re</span>
<span data-t="911.4">here</span>
<span data-t="911.7">now.</span>
<span data-t="912.0">You&#39;re</span>
<span data-t="912.2">running</span>
<span data-t="912.5">the</span>
<span data-t="912.6">retro.</span>
<span data-t="913.0">I&#39;m</span>
<span data-t="913.2">gonna</span>
<span data-t="913.4">step</span>
<span data-t="913.7">back.</span>
<span data-t="914.0">I&#39;m</span>
<span data-t="914.2">gonna</span>
<span data-t="914.4">let</span>
<span data-t="914.7">you</span>
<span data-t="915.5">take</span>
<span data-t="915.8">that</span>
<span data-t="916.6">in</span>
<span data-t="916.8">the</span>
<span data-t="916.8">direction</span>
<span data-t="917.2">you</span>
<span data-t="917.3">would</span>
<span data-t="917.4">normally</span>
<span data-t="917.6">take</span>
<span data-t="917.9">it</span>
<span data-t="918.0">and</span>
<span data-t="918.1">try</span>
<span data-t="918.3">not</span>
<span data-t="918.5">to</span>
</p>
<cite>Eric</cite>
<time>15:18</time>
<p>
<span data-t="918.7">so,</span>
</p>
<cite>Courtney</cite>
<time>15:19</time>
<p>
<span data-t="919.2">too</span>
<span data-t="919.3">much.</span>
<span data-t="919.8">So</span>
</p>
<cite>Eric</cite>
<time>15:20</time>
<p>
<span data-t="920.6">Now</span>
<span data-t="920.9">we&#39;re</span>
<span data-t="921.0">pretending</span>
<span data-t="921.5">that</span>
<span data-t="921.6">we&#39;re,</span>
<span data-t="921.9">we</span>
<span data-t="922.2">have,</span>
<span data-t="922.6">after</span>
<span data-t="922.9">all,</span>
<span data-t="923.1">I&#39;ve</span>
<span data-t="923.3">done</span>
<span data-t="923.4">this,</span>
<span data-t="923.6">all</span>
<span data-t="923.7">this</span>
<span data-t="923.9">work.</span>
<span data-t="924.2">I&#39;ve</span>
<span data-t="924.6">shared</span>
<span data-t="924.8">the</span>
<span data-t="924.9">document</span>
<span data-t="925.4">with</span>
<span data-t="925.5">the</span>
<span data-t="925.6">people</span>
<span data-t="925.9">who</span>
<span data-t="926.0">are</span>
<span data-t="926.1">participating.</span>
<span data-t="927.9">Everybody</span>
<span data-t="928.4">was</span>
<span data-t="928.5">too</span>
<span data-t="928.7">busy</span>
<span data-t="929.0">to</span>
<span data-t="929.1">read</span>
<span data-t="929.3">it.</span>
<span data-t="930.6">So</span>
<span data-t="930.8">we</span>
<span data-t="931.0">come</span>
<span data-t="931.2">into</span>
<span data-t="931.3">the</span>
<span data-t="931.4">meeting</span>
<span data-t="931.7">cold</span>
<span data-t="932.1">and</span>
<span data-t="932.2">I&#39;m</span>
<span data-t="932.3">sharing</span>
<span data-t="932.6">that</span>
<span data-t="932.8">document</span>
<span data-t="933.3">as</span>
<span data-t="933.5">a,</span>
<span data-t="933.8">as</span>
<span data-t="934.0">my</span>
<span data-t="934.3">slide</span>
<span data-t="934.7">deck</span>
<span data-t="935.3">to</span>
<span data-t="935.5">run</span>
<span data-t="935.7">the</span>
<span data-t="935.8">meeting.</span>
<span data-t="937.2">and</span>
<span data-t="937.4">what</span>
<span data-t="937.5">I&#39;d</span>
<span data-t="937.7">like</span>
<span data-t="937.8">to</span>
<span data-t="937.9">do</span>
<span data-t="938.1">is</span>
<span data-t="938.3">take</span>
<span data-t="938.5">just</span>
<span data-t="938.7">a</span>
<span data-t="938.7">couple</span>
<span data-t="938.9">of</span>
<span data-t="939.0">minutes</span>
<span data-t="939.3">to</span>
<span data-t="939.5">review</span>
<span data-t="939.9">our</span>
<span data-t="940.0">goals</span>
<span data-t="940.4">for</span>
<span data-t="940.5">the</span>
<span data-t="940.6">retro.</span>
<span data-t="941.6">And</span>
<span data-t="942.1">because</span>
<span data-t="942.8">the</span>
<span data-t="943.0">kind</span>
<span data-t="943.2">of</span>
<span data-t="943.3">retro</span>
<span data-t="943.7">I</span>
<span data-t="943.7">do</span>
<span data-t="944.0">is</span>
<span data-t="944.2">unusual</span>
<span data-t="945.1">in</span>
<span data-t="945.3">the</span>
<span data-t="945.4">software</span>
<span data-t="945.8">business,</span>
<span data-t="946.2">I&#39;m</span>
<span data-t="946.3">gonna</span>
<span data-t="946.5">take</span>
<span data-t="946.7">a</span>
<span data-t="946.7">little</span>
<span data-t="947.0">extra</span>
<span data-t="947.3">time,</span>
<span data-t="948.5">to,</span>
<span data-t="949.0">to</span>
<span data-t="949.3">frame.</span>
<span data-t="950.8">this</span>
<span data-t="950.9">is</span>
<span data-t="951.1">different</span>
<span data-t="951.4">from</span>
<span data-t="951.6">your</span>
<span data-t="951.7">typical</span>
<span data-t="952.6">retro</span>
<span data-t="953.3">and</span>
<span data-t="953.5">although</span>
<span data-t="953.8">I&#39;ve</span>
<span data-t="953.9">already</span>
<span data-t="954.1">done</span>
<span data-t="954.4">that.</span>
<span data-t="954.6">This</span>
<span data-t="954.9">highlighted</span>
<span data-t="955.3">section</span>
<span data-t="955.7">is</span>
<span data-t="955.8">what</span>
<span data-t="956.0">I&#39;m</span>
<span data-t="956.1">going</span>
<span data-t="956.2">to</span>
<span data-t="956.3">read</span>
<span data-t="956.4">to</span>
<span data-t="956.5">you.</span>
<span data-t="957.3">so</span>
<span data-t="957.5">apologies</span>
<span data-t="958.0">for</span>
<span data-t="958.1">reading</span>
<span data-t="958.3">the</span>
<span data-t="958.5">text</span>
<span data-t="958.8">that</span>
<span data-t="958.9">you</span>
<span data-t="959.0">can</span>
<span data-t="959.1">read</span>
<span data-t="959.3">for</span>
<span data-t="959.4">yourself,</span>
<span data-t="959.8">but</span>
<span data-t="960.1">this</span>
<span data-t="960.2">part&#39;s</span>
<span data-t="960.6">important.</span>
<span data-t="962.0">so</span>
<span data-t="962.8">welcome</span>
<span data-t="963.5">and</span>
<span data-t="963.6">thank</span>
<span data-t="963.8">you</span>
<span data-t="963.9">so</span>
<span data-t="964.1">much</span>
<span data-t="964.2">for</span>
<span data-t="964.4">being</span>
<span data-t="964.6">here.</span>
<span data-t="964.8">I</span>
<span data-t="964.9">know</span>
<span data-t="965.0">you</span>
<span data-t="965.1">all</span>
<span data-t="965.3">have</span>
<span data-t="965.5">busy</span>
<span data-t="965.7">schedules.</span>
<span data-t="966.3">You</span>
<span data-t="966.4">could</span>
<span data-t="966.5">have</span>
<span data-t="966.6">chosen</span>
<span data-t="967.0">something</span>
<span data-t="967.3">else.</span>
<span data-t="968.0">Let&#39;s</span>
<span data-t="968.3">do</span>
<span data-t="968.5">our</span>
<span data-t="968.6">best</span>
<span data-t="969.0">to</span>
<span data-t="969.2">reward</span>
<span data-t="969.5">everyone</span>
<span data-t="970.0">for</span>
<span data-t="970.1">having</span>
<span data-t="970.4">made</span>
<span data-t="970.5">that</span>
<span data-t="970.7">choice.</span>
<span data-t="972.1">The</span>
<span data-t="972.2">first</span>
<span data-t="972.5">step</span>
<span data-t="972.8">is</span>
<span data-t="973.0">to</span>
<span data-t="973.1">set</span>
<span data-t="973.4">explicit</span>
<span data-t="973.9">ground</span>
<span data-t="974.2">rules</span>
<span data-t="974.6">for</span>
<span data-t="974.8">this</span>
<span data-t="974.9">retrospective.</span>
<span data-t="976.8">goal</span>
<span data-t="977.3">for</span>
<span data-t="977.5">this</span>
<span data-t="977.7">meeting.</span>
<span data-t="978.5">Is</span>
<span data-t="978.7">for</span>
<span data-t="978.9">each</span>
<span data-t="979.2">of</span>
<span data-t="979.3">us</span>
<span data-t="979.4">to</span>
<span data-t="979.6">discover</span>
<span data-t="980.0">new</span>
<span data-t="980.4">insights</span>
<span data-t="981.6">into</span>
<span data-t="981.9">the</span>
<span data-t="982.0">complexity</span>
<span data-t="982.9">of</span>
<span data-t="983.1">our</span>
<span data-t="983.2">continually</span>
<span data-t="983.8">changing</span>
<span data-t="984.3">business.</span>
<span data-t="986.0">It</span>
<span data-t="986.2">is</span>
<span data-t="986.2">a</span>
<span data-t="986.3">particular</span>
<span data-t="986.8">importance</span>
<span data-t="987.6">to</span>
<span data-t="987.7">suspend</span>
<span data-t="988.4">judgment</span>
<span data-t="989.1">about</span>
<span data-t="989.5">mistakes</span>
<span data-t="990.0">or</span>
<span data-t="990.2">errors,</span>
<span data-t="991.6">and</span>
<span data-t="991.7">instead</span>
<span data-t="992.3">look</span>
<span data-t="992.6">closely</span>
<span data-t="993.2">for</span>
<span data-t="993.4">why</span>
<span data-t="993.6">those</span>
<span data-t="993.9">actions</span>
<span data-t="994.4">made</span>
<span data-t="994.7">sense</span>
<span data-t="995.3">in</span>
<span data-t="995.5">the</span>
<span data-t="995.5">context</span>
<span data-t="996.1">of</span>
<span data-t="996.2">the</span>
<span data-t="996.3">incident.</span>
<span data-t="999.3">I</span>
<span data-t="999.3">am</span>
<span data-t="999.6">pausing</span>
<span data-t="1000.2">for</span>
<span data-t="1000.3">dramatic</span>
<span data-t="1000.8">effect.</span>
<span data-t="1001.1">It&#39;s</span>
<span data-t="1001.3">really</span>
<span data-t="1001.6">important</span>
<span data-t="1002.1">that</span>
<span data-t="1002.3">particular</span>
<span data-t="1002.8">point,</span>
<span data-t="1003.8">so</span>
<span data-t="1004.0">let</span>
<span data-t="1004.2">us</span>
<span data-t="1004.4">agree</span>
<span data-t="1004.8">at</span>
<span data-t="1004.9">the</span>
<span data-t="1005.0">outset.</span>
<span data-t="1005.6">No</span>
<span data-t="1006.0">one</span>
<span data-t="1006.2">of</span>
<span data-t="1006.4">us</span>
<span data-t="1006.6">has</span>
<span data-t="1006.8">a</span>
<span data-t="1006.8">complete</span>
<span data-t="1007.5">or</span>
<span data-t="1007.7">correct</span>
<span data-t="1008.0">understanding</span>
<span data-t="1008.6">of</span>
<span data-t="1008.8">how</span>
<span data-t="1009.0">our</span>
<span data-t="1009.1">whole</span>
<span data-t="1009.3">system</span>
<span data-t="1009.7">works.</span>
<span data-t="1010.9">When</span>
<span data-t="1011.2">things</span>
<span data-t="1011.7">break,</span>
<span data-t="1012.2">when</span>
<span data-t="1012.4">we</span>
<span data-t="1012.6">make</span>
<span data-t="1012.8">mistakes,</span>
<span data-t="1013.4">or</span>
<span data-t="1013.7">we</span>
<span data-t="1013.9">have</span>
<span data-t="1014.1">the</span>
<span data-t="1014.3">opportunity</span>
<span data-t="1014.9">to</span>
<span data-t="1015.1">peek</span>
<span data-t="1015.4">through</span>
<span data-t="1015.6">those</span>
<span data-t="1015.8">cracks</span>
<span data-t="1017.3">and</span>
<span data-t="1017.5">get</span>
<span data-t="1017.8">a</span>
<span data-t="1017.8">new</span>
<span data-t="1018.1">glimpse</span>
<span data-t="1018.6">into</span>
<span data-t="1018.8">what&#39;s</span>
<span data-t="1019.1">really</span>
<span data-t="1019.4">going</span>
<span data-t="1019.6">on.</span>
<span data-t="1020.7">gain</span>
<span data-t="1021.0">insights</span>
<span data-t="1021.6">that</span>
<span data-t="1021.8">we</span>
<span data-t="1021.8">can</span>
<span data-t="1022.2">apply</span>
<span data-t="1023.3">both</span>
<span data-t="1023.6">individually</span>
<span data-t="1024.3">and</span>
<span data-t="1024.5">collectively</span>
<span data-t="1025.2">to</span>
<span data-t="1025.4">improve</span>
<span data-t="1025.8">everything</span>
<span data-t="1026.6">we</span>
<span data-t="1026.7">do,</span>
<span data-t="1028.1">just</span>
<span data-t="1028.4">the</span>
<span data-t="1028.4">particular</span>
<span data-t="1029.0">things</span>
<span data-t="1029.4">that</span>
<span data-t="1029.6">broke</span>
<span data-t="1030.4">for</span>
<span data-t="1030.6">this</span>
<span data-t="1030.9">particular</span>
<span data-t="1031.4">outage.</span>
<span data-t="1033.6">There&#39;s</span>
<span data-t="1033.8">so</span>
<span data-t="1034.0">much</span>
<span data-t="1034.2">more</span>
<span data-t="1034.4">valuable</span>
<span data-t="1034.8">to</span>
<span data-t="1034.9">be</span>
<span data-t="1035.0">in</span>
<span data-t="1035.1">mine</span>
<span data-t="1035.5">from</span>
<span data-t="1035.6">this</span>
<span data-t="1035.7">experience</span>
<span data-t="1036.5">than</span>
<span data-t="1037.0">the</span>
<span data-t="1037.3">conventional</span>
<span data-t="1037.9">post</span>
<span data-t="1038.2">incident</span>
<span data-t="1038.8">action</span>
<span data-t="1039.3">items.</span>
<span data-t="1039.8">So</span>
<span data-t="1040.2">the</span>
<span data-t="1040.3">thing</span>
<span data-t="1040.6">I&#39;m</span>
<span data-t="1040.7">gonna</span>
<span data-t="1040.9">ask</span>
<span data-t="1041.1">you</span>
<span data-t="1041.2">to</span>
<span data-t="1041.3">do</span>
<span data-t="1041.5">that&#39;s</span>
<span data-t="1041.7">hardest</span>
<span data-t="1042.2">because</span>
<span data-t="1042.5">you&#39;re</span>
<span data-t="1042.7">well</span>
<span data-t="1042.9">conditioned</span>
<span data-t="1043.4">from</span>
<span data-t="1043.7">your</span>
<span data-t="1043.8">other</span>
<span data-t="1044.0">retros,</span>
<span data-t="1045.0">is</span>
<span data-t="1045.2">to,</span>
<span data-t="1045.7">to</span>
<span data-t="1045.9">tell</span>
<span data-t="1046.1">me</span>
<span data-t="1046.3">how</span>
<span data-t="1046.4">we</span>
<span data-t="1046.6">could</span>
<span data-t="1046.8">have</span>
<span data-t="1047.3">fixed</span>
<span data-t="1047.6">it</span>
<span data-t="1047.8">or</span>
<span data-t="1047.9">how</span>
<span data-t="1048.0">we,</span>
<span data-t="1048.2">how</span>
<span data-t="1048.4">we</span>
<span data-t="1048.5">could</span>
<span data-t="1048.7">have</span>
<span data-t="1048.8">prevented</span>
<span data-t="1049.2">it.</span>
<span data-t="1049.7">We</span>
<span data-t="1049.8">wanna</span>
<span data-t="1050.1">understand</span>
<span data-t="1050.7">what</span>
<span data-t="1050.9">happened</span>
<span data-t="1051.4">first,</span>
<span data-t="1052.6">uh,</span>
<span data-t="1052.8">before</span>
<span data-t="1053.2">we</span>
<span data-t="1053.4">get</span>
<span data-t="1053.7">to,</span>
<span data-t="1054.2">how</span>
<span data-t="1054.5">we</span>
<span data-t="1054.6">fix</span>
<span data-t="1055.0">it.</span>
<span data-t="1056.8">the,</span>
<span data-t="1057.3">the</span>
<span data-t="1057.5">next</span>
<span data-t="1057.8">step</span>
<span data-t="1058.2">is</span>
<span data-t="1058.4">to</span>
<span data-t="1058.5">review</span>
<span data-t="1059.2">the</span>
<span data-t="1059.4">narrative</span>
<span data-t="1059.9">of</span>
<span data-t="1060.0">what</span>
<span data-t="1060.2">happened,</span>
<span data-t="1061.5">and</span>
<span data-t="1061.7">I&#39;m</span>
<span data-t="1061.9">sort</span>
<span data-t="1062.1">of,</span>
<span data-t="1062.6">eschewing</span>
<span data-t="1063.2">the</span>
<span data-t="1063.5">convention</span>
<span data-t="1064.0">of</span>
<span data-t="1064.2">giving</span>
<span data-t="1064.4">you</span>
<span data-t="1064.5">exact</span>
<span data-t="1065.0">timelines</span>
<span data-t="1066.0">and</span>
<span data-t="1066.2">I&#39;ve,</span>
<span data-t="1066.6">I&#39;ve</span>
<span data-t="1066.8">abbreviated</span>
<span data-t="1067.6">a</span>
<span data-t="1067.7">little</span>
<span data-t="1068.0">bit.</span>
<span data-t="1069.0">but</span>
<span data-t="1069.2">I</span>
<span data-t="1069.3">have</span>
<span data-t="1069.7">the</span>
<span data-t="1069.8">major</span>
<span data-t="1070.2">plot</span>
<span data-t="1070.5">points</span>
<span data-t="1070.9">in</span>
<span data-t="1071.0">the</span>
<span data-t="1071.1">correct</span>
<span data-t="1071.8">order.</span>
<span data-t="1072.9">And</span>
<span data-t="1073.0">what</span>
<span data-t="1073.2">I</span>
<span data-t="1073.3">really</span>
<span data-t="1073.6">want</span>
<span data-t="1073.8">to</span>
<span data-t="1073.8">do</span>
<span data-t="1074.0">besides</span>
<span data-t="1075.1">establishing</span>
<span data-t="1075.9">sort</span>
<span data-t="1076.2">of</span>
<span data-t="1076.2">the</span>
<span data-t="1076.3">story</span>
<span data-t="1076.8">arc</span>
<span data-t="1077.1">that</span>
<span data-t="1077.2">we</span>
<span data-t="1077.4">followed</span>
<span data-t="1077.8">through</span>
<span data-t="1078.0">this</span>
<span data-t="1078.1">incident</span>
<span data-t="1079.0">is</span>
<span data-t="1079.2">to</span>
<span data-t="1079.3">also</span>
<span data-t="1079.7">validate,</span>
<span data-t="1080.4">especially</span>
<span data-t="1081.0">with</span>
<span data-t="1081.2">the</span>
<span data-t="1081.3">folks</span>
<span data-t="1081.6">who</span>
<span data-t="1081.7">were</span>
<span data-t="1081.9">there.</span>
<span data-t="1083.0">that</span>
<span data-t="1083.3">I</span>
<span data-t="1083.4">have</span>
<span data-t="1083.7">not</span>
<span data-t="1083.9">misre</span>
<span data-t="1084.6">misrepresented</span>
<span data-t="1086.5">I</span>
<span data-t="1086.7">understand</span>
<span data-t="1087.5">of</span>
<span data-t="1087.9">how</span>
<span data-t="1088.1">our</span>
<span data-t="1088.2">incident</span>
<span data-t="1088.6">proceeds.</span>
<span data-t="1089.0">There&#39;s</span>
<span data-t="1089.2">an</span>
<span data-t="1089.3">opportunity</span>
<span data-t="1089.9">here</span>
<span data-t="1090.2">for</span>
<span data-t="1091.0">our</span>
<span data-t="1091.2">co</span>
<span data-t="1091.5">collective</span>
<span data-t="1092.0">understanding</span>
<span data-t="1092.5">to</span>
<span data-t="1092.6">be</span>
<span data-t="1092.7">refined,</span>
<span data-t="1093.4">and</span>
<span data-t="1093.6">that&#39;s</span>
<span data-t="1093.8">part</span>
<span data-t="1094.0">of</span>
<span data-t="1094.1">the</span>
<span data-t="1094.2">point</span>
<span data-t="1094.6">that,</span>
<span data-t="1094.9">please</span>
<span data-t="1095.2">don&#39;t</span>
<span data-t="1095.4">feel</span>
<span data-t="1095.6">like</span>
<span data-t="1095.8">this</span>
<span data-t="1096.0">is</span>
<span data-t="1096.1">me</span>
<span data-t="1096.3">lecturing</span>
<span data-t="1096.8">you</span>
<span data-t="1097.0">about</span>
<span data-t="1097.3">what</span>
<span data-t="1097.5">you</span>
<span data-t="1097.7">went</span>
<span data-t="1098.0">through.</span>
<span data-t="1099.4">We&#39;re</span>
<span data-t="1099.5">trying</span>
<span data-t="1099.7">to</span>
<span data-t="1099.8">have</span>
<span data-t="1099.9">a</span>
<span data-t="1099.9">conversation.</span>
<span data-t="1100.8">the</span>
<span data-t="1101.0">day</span>
<span data-t="1101.2">began</span>
<span data-t="1101.6">as</span>
<span data-t="1101.8">Sarah</span>
<span data-t="1102.4">hinted</span>
<span data-t="1102.8">in</span>
<span data-t="1103.0">her</span>
<span data-t="1103.2">intro</span>
<span data-t="1104.1">with</span>
<span data-t="1104.4">high</span>
<span data-t="1104.7">expectations</span>
<span data-t="1105.5">and</span>
<span data-t="1105.6">an</span>
<span data-t="1105.8">anticipation</span>
<span data-t="1106.5">of</span>
<span data-t="1106.6">high</span>
<span data-t="1106.7">traffic.</span>
<span data-t="1107.8">There&#39;s</span>
<span data-t="1108.1">a</span>
<span data-t="1108.1">50%</span>
<span data-t="1108.7">off</span>
<span data-t="1108.9">sale</span>
<span data-t="1109.5">that</span>
<span data-t="1109.7">was</span>
<span data-t="1109.8">intended</span>
<span data-t="1110.2">to</span>
<span data-t="1110.3">boost</span>
<span data-t="1110.7">sales</span>
<span data-t="1111.0">numbers,</span>
<span data-t="1111.4">which</span>
<span data-t="1111.6">have</span>
<span data-t="1111.8">been</span>
<span data-t="1112.0">down</span>
<span data-t="1112.4">in</span>
<span data-t="1112.8">a</span>
<span data-t="1112.9">recent</span>
<span data-t="1113.3">slump.</span>
<span data-t="1114.8">we</span>
<span data-t="1114.9">have</span>
<span data-t="1115.1">an</span>
<span data-t="1115.2">immediate</span>
<span data-t="1115.8">partial</span>
<span data-t="1116.2">failure</span>
<span data-t="1117.1">that</span>
<span data-t="1117.4">raises</span>
<span data-t="1118.0">confusion.</span>
</p>
<cite>Sarah Butt</cite>
<time>18:39</time>
<p>
<span data-t="1119.3">Reports</span>
<span data-t="1119.6">are</span>
<span data-t="1119.7">flooding</span>
<span data-t="1120.0">in.</span>
<span data-t="1120.5">Ah,</span>
<span data-t="1120.5">okay.</span>
<span data-t="1120.8">Here</span>
<span data-t="1121.0">we</span>
<span data-t="1121.1">go.</span>
<span data-t="1121.9">Um,</span>
<span data-t="1123.5">Bob</span>
<span data-t="1123.8">gave</span>
<span data-t="1124.2">me</span>
<span data-t="1124.5">the</span>
<span data-t="1125.0">exact</span>
<span data-t="1126.3">user</span>
<span data-t="1126.9">impact.</span>
<span data-t="1129.9">Uh,</span>
<span data-t="1132.6">Alex,</span>
<span data-t="1132.9">can</span>
<span data-t="1133.1">you</span>
<span data-t="1133.4">go</span>
<span data-t="1133.7">ahead</span>
<span data-t="1134.0">and</span>
<span data-t="1134.2">grab,</span>
<span data-t="1134.9">uh,</span>
<span data-t="1136.7">grab</span>
<span data-t="1137.3">that</span>
<span data-t="1137.6">incident</span>
<span data-t="1138.0">management</span>
<span data-t="1138.4">dashboard</span>
<span data-t="1138.9">and</span>
<span data-t="1139.0">just</span>
<span data-t="1139.2">take</span>
<span data-t="1139.4">a</span>
<span data-t="1139.5">look?</span>
</p>
<cite>Alex Elman</cite>
<time>19:01</time>
<p>
<span data-t="1141.6">Yeah.</span>
<span data-t="1141.9">Doing</span>
<span data-t="1142.1">that</span>
<span data-t="1142.3">now.</span>
</p>
<cite>Eric</cite>
<time>19:03</time>
<p>
<span data-t="1143.6">There&#39;s</span>
<span data-t="1143.8">a</span>
<span data-t="1143.9">significant</span>
<span data-t="1144.6">impact,</span>
<span data-t="1145.1">but</span>
<span data-t="1145.2">it</span>
<span data-t="1145.3">seems</span>
<span data-t="1145.6">to</span>
<span data-t="1145.7">be</span>
<span data-t="1145.8">in</span>
<span data-t="1146.4">entirely</span>
<span data-t="1147.0">within</span>
<span data-t="1147.3">the</span>
<span data-t="1147.6">eu</span>
<span data-t="1148.4">during</span>
<span data-t="1149.0">US</span>
<span data-t="1149.4">business</span>
<span data-t="1149.8">hours</span>
<span data-t="1150.2">based</span>
<span data-t="1150.6">on</span>
<span data-t="1150.8">our</span>
<span data-t="1151.0">observability</span>
<span data-t="1151.6">tooling.</span>
<span data-t="1153.4">in</span>
<span data-t="1153.7">the</span>
<span data-t="1154.2">progress</span>
<span data-t="1155.0">of</span>
<span data-t="1155.2">troubleshooting</span>
<span data-t="1156.2">and</span>
<span data-t="1156.4">trying</span>
<span data-t="1156.7">to</span>
<span data-t="1156.8">understand</span>
<span data-t="1157.6">what</span>
<span data-t="1157.9">was</span>
<span data-t="1158.0">going</span>
<span data-t="1158.3">on,</span>
<span data-t="1158.7">the</span>
<span data-t="1158.7">responders</span>
<span data-t="1159.3">were</span>
<span data-t="1159.4">briefly</span>
<span data-t="1159.9">fixated</span>
<span data-t="1160.7">on</span>
<span data-t="1160.9">a</span>
<span data-t="1160.9">hypothesis</span>
<span data-t="1162.1">that</span>
<span data-t="1162.3">it</span>
<span data-t="1162.3">was</span>
<span data-t="1162.5">a</span>
<span data-t="1162.6">recent</span>
<span data-t="1163.0">deployment</span>
<span data-t="1163.6">that</span>
<span data-t="1163.9">would&#39;ve</span>
<span data-t="1164.2">triggered</span>
<span data-t="1164.5">the</span>
<span data-t="1164.6">incident.</span>
<span data-t="1166.1">Many</span>
<span data-t="1166.4">changes</span>
<span data-t="1166.9">had</span>
<span data-t="1167.1">been</span>
<span data-t="1167.3">deployed</span>
<span data-t="1167.7">in</span>
<span data-t="1167.8">the</span>
<span data-t="1167.9">system.</span>
<span data-t="1168.5">The</span>
<span data-t="1168.7">most</span>
<span data-t="1169.0">recent</span>
<span data-t="1169.5">had</span>
<span data-t="1169.7">been</span>
<span data-t="1169.8">five</span>
<span data-t="1170.2">hours</span>
<span data-t="1170.5">earlier.</span>
</p>
<cite>Sarah Butt</cite>
<time>19:32</time>
<p>
<span data-t="1172.3">Alex,</span>
<span data-t="1172.6">let&#39;s</span>
<span data-t="1172.8">think.</span>
<span data-t="1173.1">What,</span>
<span data-t="1173.4">what</span>
<span data-t="1173.6">can</span>
<span data-t="1173.7">affect</span>
<span data-t="1174.1">all</span>
<span data-t="1174.3">services</span>
<span data-t="1174.8">in</span>
<span data-t="1174.9">a</span>
<span data-t="1174.9">region</span>
<span data-t="1175.6">like</span>
<span data-t="1176.0">network,</span>
<span data-t="1176.4">DNS,</span>
<span data-t="1178.3">um,</span>
<span data-t="1180.8">something</span>
<span data-t="1181.1">like</span>
<span data-t="1181.3">Akamai</span>
<span data-t="1181.7">on</span>
<span data-t="1181.8">the</span>
<span data-t="1181.9">front</span>
<span data-t="1182.2">end.</span>
</p>
<cite>Alex Elman</cite>
<time>19:46</time>
<p>
<span data-t="1186.2">Well</span>
<span data-t="1186.5">we&#39;re,</span>
<span data-t="1186.8">we&#39;re</span>
<span data-t="1187.1">in</span>
<span data-t="1187.3">the</span>
<span data-t="1187.5">online</span>
<span data-t="1187.8">boutique.</span>
<span data-t="1188.1">We&#39;re</span>
<span data-t="1188.3">seeing</span>
<span data-t="1188.6">a</span>
<span data-t="1188.8">unbranded</span>
<span data-t="1189.6">NGINX</span>
<span data-t="1190.1">5</span>
<span data-t="1190.3">0</span>
<span data-t="1190.4">3</span>
<span data-t="1190.6">page.</span>
<span data-t="1191.3">So</span>
<span data-t="1192.0">we&#39;re</span>
<span data-t="1192.1">still</span>
<span data-t="1192.3">getting</span>
<span data-t="1192.5">network</span>
<span data-t="1192.8">connectivity</span>
<span data-t="1193.5">to</span>
<span data-t="1193.8">the</span>
<span data-t="1194.0">web</span>
<span data-t="1194.1">server.</span>
<span data-t="1194.9">But</span>
<span data-t="1195.6">something</span>
<span data-t="1196.5">maybe</span>
<span data-t="1196.6">is</span>
<span data-t="1196.7">affecting,</span>
<span data-t="1198.5">like</span>
<span data-t="1199.2">there</span>
<span data-t="1199.2">was</span>
<span data-t="1199.4">a</span>
<span data-t="1199.4">change</span>
<span data-t="1199.8">that</span>
<span data-t="1199.9">affected</span>
<span data-t="1200.3">n</span>
<span data-t="1200.4">Engine</span>
<span data-t="1200.6">X</span>
<span data-t="1201.3">and</span>
<span data-t="1202.9">I</span>
<span data-t="1203.1">didn&#39;t</span>
<span data-t="1203.2">see</span>
<span data-t="1203.4">anything</span>
<span data-t="1203.6">in</span>
<span data-t="1203.7">the</span>
<span data-t="1203.8">change</span>
<span data-t="1204.1">log</span>
<span data-t="1204.3">that</span>
<span data-t="1204.4">jumped</span>
<span data-t="1204.7">out</span>
<span data-t="1204.8">at</span>
<span data-t="1204.9">me.</span>
<span data-t="1206.3">I&#39;ll</span>
<span data-t="1206.4">mention</span>
<span data-t="1206.8">that.</span>
</p>
<cite>Sarah Butt</cite>
<time>20:08</time>
<p>
<span data-t="1208.5">Yeah.</span>
<span data-t="1208.9">I&#39;m</span>
<span data-t="1209.1">kicking</span>
<span data-t="1209.4">myself</span>
<span data-t="1209.8">for</span>
<span data-t="1210.0">not,</span>
<span data-t="1210.3">I,</span>
<span data-t="1210.4">I</span>
<span data-t="1210.7">asked</span>
<span data-t="1211.2">earlier.</span>
<span data-t="1211.5">I</span>
<span data-t="1211.6">said,</span>
<span data-t="1211.8">I</span>
<span data-t="1211.9">don&#39;t</span>
<span data-t="1212.0">know</span>
<span data-t="1212.1">where</span>
<span data-t="1212.3">we</span>
<span data-t="1212.4">are.</span>
<span data-t="1212.6">Are</span>
<span data-t="1212.7">we</span>
<span data-t="1212.8">on</span>
<span data-t="1212.9">AWS</span>
<span data-t="1213.6">or</span>
<span data-t="1213.7">similar?</span>
<span data-t="1214.4">I&#39;m</span>
<span data-t="1214.7">kicking</span>
<span data-t="1215.2">myself</span>
<span data-t="1215.6">for</span>
<span data-t="1215.7">not</span>
<span data-t="1216.0">knowing</span>
<span data-t="1216.3">that.</span>
</p>
<cite>Alex Elman</cite>
<time>20:20</time>
<p>
<span data-t="1220.6">Saying</span>
<span data-t="1220.7">the</span>
<span data-t="1220.8">website&#39;s</span>
<span data-t="1221.4">working</span>
<span data-t="1221.8">again.</span>
</p>
<cite>Sarah Butt</cite>
<time>20:23</time>
<p>
<span data-t="1223.2">Yeah,</span>
<span data-t="1223.6">I</span>
<span data-t="1223.7">think</span>
<span data-t="1223.9">it&#39;s</span>
<span data-t="1224.1">something</span>
<span data-t="1224.4">at</span>
<span data-t="1224.5">the</span>
<span data-t="1224.6">DC</span>
<span data-t="1224.9">level</span>
<span data-t="1225.2">and</span>
<span data-t="1225.3">it</span>
<span data-t="1225.4">came</span>
<span data-t="1225.6">back</span>
<span data-t="1225.9">up.</span>
<span data-t="1226.3">Alex</span>
<span data-t="1226.6">over</span>
<span data-t="1226.7">in</span>
<span data-t="1226.8">biz</span>
<span data-t="1227.0">comms,</span>
<span data-t="1227.3">if</span>
<span data-t="1227.4">you</span>
<span data-t="1227.5">haven&#39;t</span>
<span data-t="1227.7">already,</span>
<span data-t="1228.0">can</span>
<span data-t="1228.2">you</span>
<span data-t="1228.3">let</span>
<span data-t="1228.5">them</span>
<span data-t="1228.6">know</span>
<span data-t="1228.8">that</span>
<span data-t="1228.9">we</span>
<span data-t="1229.0">seem</span>
<span data-t="1229.2">to</span>
<span data-t="1229.3">be</span>
<span data-t="1229.4">currently</span>
<span data-t="1229.8">out</span>
<span data-t="1229.9">of</span>
<span data-t="1230.0">impact?</span>
<span data-t="1230.4">We&#39;re</span>
<span data-t="1230.7">monitoring,</span>
<span data-t="1231.3">we&#39;re</span>
<span data-t="1231.5">gonna</span>
<span data-t="1231.7">be</span>
<span data-t="1231.8">working</span>
<span data-t="1232.0">with</span>
<span data-t="1232.1">the</span>
<span data-t="1232.2">data</span>
<span data-t="1232.4">center.</span>
<span data-t="1232.7">There</span>
<span data-t="1232.8">may</span>
<span data-t="1233.0">have</span>
<span data-t="1233.1">been</span>
<span data-t="1233.2">a</span>
<span data-t="1233.3">disruption</span>
<span data-t="1234.0">at</span>
<span data-t="1234.3">the</span>
<span data-t="1234.6">infrastructure.</span>
<span data-t="1235.4">Uh,</span>
<span data-t="1235.8">god</span>
<span data-t="1235.9">dammit.</span>
<span data-t="1236.2">It&#39;s</span>
<span data-t="1236.4">down</span>
<span data-t="1236.6">again.</span>
</p>
<cite>Eric</cite>
<time>20:36</time>
<p>
<span data-t="1236.8">In</span>
<span data-t="1237.1">hindsight,</span>
<span data-t="1237.7">there&#39;s</span>
<span data-t="1237.9">a</span>
<span data-t="1238.0">clue</span>
<span data-t="1238.3">here.</span>
<span data-t="1240.0">I&#39;m</span>
<span data-t="1240.2">gonna</span>
<span data-t="1240.4">not</span>
<span data-t="1240.5">dwell</span>
<span data-t="1240.8">on</span>
<span data-t="1241.0">that</span>
<span data-t="1241.1">for</span>
<span data-t="1241.3">a</span>
<span data-t="1241.3">minute</span>
<span data-t="1241.6">because</span>
<span data-t="1242.6">the</span>
<span data-t="1242.7">little</span>
<span data-t="1242.8">dramatic</span>
<span data-t="1243.3">tension</span>
<span data-t="1243.7">in</span>
<span data-t="1243.7">the</span>
<span data-t="1243.8">narrative</span>
<span data-t="1244.1">is</span>
<span data-t="1244.3">useful.</span>
<span data-t="1245.6">one</span>
<span data-t="1246.0">of</span>
<span data-t="1246.2">the,</span>
<span data-t="1247.0">most</span>
<span data-t="1247.4">jarring</span>
<span data-t="1247.9">moments</span>
<span data-t="1248.5">in</span>
<span data-t="1248.7">the</span>
<span data-t="1248.8">incident,</span>
<span data-t="1250.3">discovered</span>
<span data-t="1250.9">that</span>
<span data-t="1251.1">there</span>
<span data-t="1251.2">was</span>
<span data-t="1251.5">a</span>
<span data-t="1251.7">interaction</span>
<span data-t="1252.5">with</span>
<span data-t="1252.7">our</span>
<span data-t="1252.8">vendors</span>
<span data-t="1253.9">and</span>
<span data-t="1254.2">symptoms</span>
<span data-t="1254.8">in</span>
<span data-t="1254.9">our</span>
<span data-t="1255.0">data</span>
<span data-t="1255.3">center.</span>
<span data-t="1256.2">And</span>
<span data-t="1256.4">in</span>
<span data-t="1256.6">trying</span>
<span data-t="1256.9">to</span>
<span data-t="1257.0">contact</span>
<span data-t="1257.6">our</span>
<span data-t="1257.7">vendors,</span>
<span data-t="1258.1">learned</span>
<span data-t="1258.4">that</span>
<span data-t="1258.6">we</span>
<span data-t="1258.7">had</span>
<span data-t="1258.9">multiple</span>
<span data-t="1259.4">support</span>
<span data-t="1259.8">contracts.</span>
<span data-t="1261.5">The</span>
<span data-t="1261.7">way</span>
<span data-t="1262.0">we</span>
<span data-t="1262.2">learned</span>
<span data-t="1262.6">this</span>
<span data-t="1262.9">was</span>
<span data-t="1263.1">by</span>
<span data-t="1263.3">reaching</span>
<span data-t="1263.7">for</span>
<span data-t="1263.9">the</span>
<span data-t="1264.0">first</span>
<span data-t="1264.3">one</span>
<span data-t="1264.5">we</span>
<span data-t="1264.6">found.</span>
<span data-t="1265.3">And</span>
<span data-t="1265.8">discovering</span>
<span data-t="1266.5">there</span>
<span data-t="1266.6">was</span>
<span data-t="1266.7">a</span>
<span data-t="1266.8">four</span>
<span data-t="1267.1">hour</span>
<span data-t="1267.4">response</span>
<span data-t="1267.8">time</span>
<span data-t="1268.1">on</span>
<span data-t="1268.3">that</span>
<span data-t="1268.5">support</span>
<span data-t="1268.9">contract.</span>
</p>
<cite>Sarah Butt</cite>
<time>21:10</time>
<p>
<span data-t="1270.3">As</span>
<span data-t="1271.6">are</span>
<span data-t="1271.7">you</span>
<span data-t="1272.0">in</span>
<span data-t="1272.3">a</span>
<span data-t="1272.4">spot</span>
<span data-t="1273.0">to</span>
<span data-t="1274.1">reach</span>
<span data-t="1274.6">out</span>
<span data-t="1274.9">to</span>
<span data-t="1275.1">your</span>
<span data-t="1275.7">executive</span>
<span data-t="1277.2">contacts</span>
<span data-t="1278.1">at</span>
<span data-t="1278.4">the</span>
<span data-t="1278.6">DC</span>
<span data-t="1279.3">vendor</span>
<span data-t="1281.9">to</span>
<span data-t="1282.7">escalate?</span>
<span data-t="1284.3">not</span>
<span data-t="1284.7">waiting</span>
<span data-t="1286.1">four</span>
<span data-t="1286.3">hours.</span>
<span data-t="1286.7">if</span>
<span data-t="1286.8">we</span>
<span data-t="1286.9">can</span>
<span data-t="1287.1">fail</span>
<span data-t="1287.6">out</span>
<span data-t="1287.7">of</span>
<span data-t="1287.8">there.</span>
<span data-t="1288.1">And</span>
<span data-t="1288.3">I</span>
<span data-t="1288.3">didn&#39;t</span>
<span data-t="1288.5">think</span>
<span data-t="1288.7">of</span>
<span data-t="1288.8">it.</span>
<span data-t="1289.6">Freaking</span>
<span data-t="1289.9">Lord,</span>
<span data-t="1290.2">help</span>
<span data-t="1290.4">me.</span>
</p>
<cite>Eric</cite>
<time>21:31</time>
<p>
<span data-t="1291.3">Our</span>
<span data-t="1291.6">site</span>
<span data-t="1292.1">is</span>
<span data-t="1292.3">hard</span>
<span data-t="1292.6">down,</span>
<span data-t="1293.4">and</span>
<span data-t="1293.7">has</span>
<span data-t="1294.0">been</span>
<span data-t="1294.2">for</span>
<span data-t="1294.6">about</span>
<span data-t="1294.9">five</span>
<span data-t="1295.3">or</span>
<span data-t="1295.4">10</span>
<span data-t="1295.6">minutes</span>
<span data-t="1296.0">at</span>
<span data-t="1296.1">the</span>
<span data-t="1296.2">point</span>
<span data-t="1296.5">we</span>
<span data-t="1296.6">learned</span>
<span data-t="1296.9">this,</span>
<span data-t="1298.0">And</span>
<span data-t="1298.1">we</span>
<span data-t="1298.6">cannot</span>
<span data-t="1299.0">expect</span>
<span data-t="1299.4">a</span>
<span data-t="1299.4">response</span>
<span data-t="1299.9">from</span>
<span data-t="1300.0">the</span>
<span data-t="1300.1">vendor</span>
<span data-t="1300.3">for</span>
<span data-t="1300.5">four</span>
<span data-t="1300.7">hours.</span>
<span data-t="1301.6">Needless</span>
<span data-t="1302.0">to</span>
<span data-t="1302.1">say,</span>
<span data-t="1302.3">we</span>
<span data-t="1302.6">were</span>
<span data-t="1302.7">a</span>
<span data-t="1302.8">little</span>
<span data-t="1302.9">alarmed</span>
<span data-t="1304.1">in</span>
<span data-t="1304.4">that</span>
<span data-t="1304.5">moment.</span>
<span data-t="1305.4">And</span>
<span data-t="1305.6">it</span>
<span data-t="1305.8">turns</span>
<span data-t="1306.1">out</span>
<span data-t="1306.7">happy</span>
<span data-t="1307.1">news.</span>
<span data-t="1308.0">We</span>
<span data-t="1308.1">discovered</span>
<span data-t="1308.6">not</span>
<span data-t="1308.8">long</span>
<span data-t="1309.1">after</span>
<span data-t="1309.5">that</span>
<span data-t="1309.7">that</span>
<span data-t="1309.8">we</span>
<span data-t="1310.0">had</span>
<span data-t="1310.1">a</span>
<span data-t="1310.2">second</span>
<span data-t="1310.6">support</span>
<span data-t="1310.9">contract</span>
<span data-t="1311.6">that</span>
<span data-t="1311.7">that</span>
<span data-t="1311.9">was</span>
<span data-t="1312.1">for</span>
<span data-t="1312.3">the</span>
<span data-t="1312.4">production</span>
<span data-t="1312.8">environment</span>
<span data-t="1313.4">with</span>
<span data-t="1313.5">a</span>
<span data-t="1313.6">faster</span>
<span data-t="1313.9">turnaround.</span>
<span data-t="1315.2">we</span>
<span data-t="1315.3">didn&#39;t</span>
<span data-t="1315.6">end</span>
<span data-t="1315.8">up</span>
<span data-t="1315.9">having</span>
<span data-t="1316.2">to</span>
<span data-t="1316.3">wait</span>
<span data-t="1316.5">the</span>
<span data-t="1316.6">four</span>
<span data-t="1316.8">hours.</span>
<span data-t="1317.2">But</span>
<span data-t="1317.3">there</span>
<span data-t="1317.4">was</span>
<span data-t="1317.6">definitely</span>
<span data-t="1318.2">some</span>
<span data-t="1318.8">immediate</span>
<span data-t="1319.3">response</span>
<span data-t="1320.0">to</span>
<span data-t="1320.3">the</span>
<span data-t="1320.5">news</span>
<span data-t="1320.9">of</span>
<span data-t="1320.9">four</span>
<span data-t="1321.2">hours</span>
<span data-t="1322.0">and,</span>
<span data-t="1322.4">uh,</span>
<span data-t="1322.7">some</span>
<span data-t="1322.9">immediate</span>
<span data-t="1323.5">efforts</span>
<span data-t="1323.9">in</span>
<span data-t="1324.0">contingency</span>
<span data-t="1324.6">planning.</span>
<span data-t="1326.0">That</span>
<span data-t="1326.6">level</span>
<span data-t="1327.1">of</span>
<span data-t="1327.3">work,</span>
<span data-t="1327.8">that</span>
<span data-t="1328.1">sort</span>
<span data-t="1328.4">of,</span>
<span data-t="1328.7">Timeline</span>
<span data-t="1329.6">in</span>
<span data-t="1329.7">the</span>
<span data-t="1329.8">metaverse</span>
<span data-t="1330.4">was</span>
<span data-t="1330.6">cut</span>
<span data-t="1330.9">short</span>
<span data-t="1331.2">when</span>
<span data-t="1331.4">we</span>
<span data-t="1331.6">did</span>
<span data-t="1331.9">get</span>
<span data-t="1332.3">contact</span>
<span data-t="1332.9">with</span>
<span data-t="1333.6">the</span>
<span data-t="1333.7">vendor,</span>
<span data-t="1334.3">who&#39;s</span>
<span data-t="1334.5">running</span>
<span data-t="1334.8">our</span>
<span data-t="1334.8">data</span>
<span data-t="1335.2">data</span>
<span data-t="1335.5">center.</span>
<span data-t="1337.2">The</span>
<span data-t="1337.4">next</span>
<span data-t="1338.0">key</span>
<span data-t="1338.5">insight</span>
<span data-t="1339.5">in</span>
<span data-t="1339.7">this</span>
<span data-t="1340.0">journey</span>
<span data-t="1340.4">that</span>
<span data-t="1340.6">we</span>
<span data-t="1340.7">learned</span>
<span data-t="1341.2">is</span>
<span data-t="1341.4">that</span>
<span data-t="1342.1">there</span>
<span data-t="1342.2">was</span>
<span data-t="1342.4">an</span>
<span data-t="1342.5">email</span>
<span data-t="1342.8">notification</span>
<span data-t="1343.6">that</span>
<span data-t="1343.7">had</span>
<span data-t="1343.8">gone</span>
<span data-t="1344.0">to</span>
<span data-t="1344.1">a</span>
<span data-t="1344.2">spam</span>
<span data-t="1344.5">folder.</span>
</p>
<cite>Sarah Butt</cite>
<time>22:26</time>
<p>
<span data-t="1346.3">There&#39;s</span>
<span data-t="1346.6">a</span>
<span data-t="1346.7">email</span>
<span data-t="1347.1">that</span>
<span data-t="1347.2">just</span>
<span data-t="1347.3">came</span>
<span data-t="1347.5">in</span>
<span data-t="1347.6">from</span>
<span data-t="1347.8">the</span>
<span data-t="1348.0">data</span>
<span data-t="1348.3">center</span>
<span data-t="1348.6">provider,</span>
<span data-t="1349.0">so</span>
<span data-t="1349.0">I</span>
<span data-t="1349.1">guess</span>
<span data-t="1349.3">we</span>
<span data-t="1349.4">were</span>
<span data-t="1349.5">on</span>
<span data-t="1349.6">first</span>
<span data-t="1350.0">party</span>
<span data-t="1350.2">hardware</span>
<span data-t="1350.5">maybe.</span>
</p>
<cite>Eric</cite>
<time>22:32</time>
<p>
<span data-t="1352.1">And,</span>
<span data-t="1352.5">as</span>
<span data-t="1352.8">of</span>
<span data-t="1353.0">as</span>
<span data-t="1353.3">I</span>
<span data-t="1353.4">have</span>
<span data-t="1353.6">come</span>
<span data-t="1353.8">to</span>
<span data-t="1353.9">learn,</span>
<span data-t="1354.5">I</span>
<span data-t="1354.6">think</span>
<span data-t="1355.1">the</span>
<span data-t="1355.2">only</span>
<span data-t="1355.5">person</span>
<span data-t="1355.8">who</span>
<span data-t="1356.5">got</span>
<span data-t="1357.0">that</span>
<span data-t="1357.2">email</span>
<span data-t="1357.6">was</span>
<span data-t="1357.8">also</span>
<span data-t="1358.1">our</span>
<span data-t="1358.2">CTO.</span>
<span data-t="1360.1">So,</span>
<span data-t="1360.8">if</span>
<span data-t="1361.1">others</span>
<span data-t="1361.5">got</span>
<span data-t="1361.8">it,</span>
<span data-t="1361.9">maybe</span>
<span data-t="1362.3">they</span>
<span data-t="1362.4">didn&#39;t</span>
<span data-t="1362.7">even</span>
<span data-t="1362.9">know</span>
<span data-t="1363.1">that</span>
<span data-t="1363.3">it</span>
<span data-t="1363.4">went</span>
<span data-t="1363.6">to</span>
<span data-t="1363.7">their,</span>
<span data-t="1364.3">spam</span>
<span data-t="1364.7">folder,</span>
<span data-t="1365.1">but</span>
<span data-t="1365.4">we&#39;re,</span>
<span data-t="1366.7">know,</span>
<span data-t="1366.8">15</span>
<span data-t="1367.2">minutes</span>
<span data-t="1367.6">into</span>
<span data-t="1367.7">the</span>
<span data-t="1367.8">incident</span>
<span data-t="1368.3">when</span>
<span data-t="1368.5">we</span>
<span data-t="1368.6">discover</span>
<span data-t="1369.0">this,</span>
<span data-t="1369.8">email,</span>
<span data-t="1370.2">that</span>
<span data-t="1370.3">would&#39;ve</span>
<span data-t="1370.6">been</span>
<span data-t="1371.2">really</span>
<span data-t="1371.6">good</span>
<span data-t="1371.8">to</span>
<span data-t="1371.9">know</span>
<span data-t="1372.1">much</span>
<span data-t="1372.4">earlier.</span>
<span data-t="1373.3">So</span>
<span data-t="1373.6">it&#39;s</span>
<span data-t="1373.8">in</span>
<span data-t="1374.0">a</span>
<span data-t="1374.0">spam</span>
<span data-t="1374.4">folder.</span>
<span data-t="1375.3">It&#39;s</span>
<span data-t="1375.6">gone</span>
<span data-t="1375.9">to</span>
<span data-t="1376.0">one</span>
<span data-t="1376.3">recipient,</span>
<span data-t="1377.0">a</span>
<span data-t="1377.3">very</span>
<span data-t="1377.6">busy</span>
<span data-t="1377.9">recipient</span>
<span data-t="1378.4">in</span>
<span data-t="1378.6">our</span>
<span data-t="1378.7">business.</span>
<span data-t="1380.3">and</span>
<span data-t="1380.6">that&#39;s</span>
<span data-t="1380.9">a</span>
<span data-t="1381.0">contributing</span>
<span data-t="1381.4">factor</span>
<span data-t="1381.8">to</span>
<span data-t="1382.1">the</span>
<span data-t="1382.3">drama</span>
<span data-t="1382.9">of</span>
<span data-t="1383.0">our,</span>
<span data-t="1383.6">of</span>
<span data-t="1383.7">our</span>
<span data-t="1384.1">initial</span>
<span data-t="1384.4">diagnosis.</span>
<span data-t="1386.3">Once</span>
<span data-t="1386.6">we</span>
<span data-t="1386.8">understand</span>
<span data-t="1387.5">that</span>
<span data-t="1387.6">we&#39;re</span>
<span data-t="1387.7">dealing</span>
<span data-t="1388.1">with</span>
<span data-t="1388.3">an</span>
<span data-t="1388.4">air</span>
<span data-t="1388.6">conditioning</span>
<span data-t="1389.5">issue,</span>
<span data-t="1389.9">which</span>
<span data-t="1390.2">was</span>
<span data-t="1390.5">this,</span>
<span data-t="1390.9">the</span>
<span data-t="1391.0">content</span>
<span data-t="1391.6">of</span>
<span data-t="1391.8">that</span>
<span data-t="1391.9">email,</span>
<span data-t="1392.5">our</span>
<span data-t="1392.8">vendors</span>
<span data-t="1393.2">having</span>
<span data-t="1393.5">air</span>
<span data-t="1393.7">conditioning</span>
<span data-t="1394.1">problems</span>
<span data-t="1394.6">in</span>
<span data-t="1394.7">the</span>
<span data-t="1394.8">data</span>
<span data-t="1395.0">center</span>
<span data-t="1395.2">where</span>
<span data-t="1395.4">our</span>
<span data-t="1395.5">services</span>
<span data-t="1395.9">are</span>
<span data-t="1396.0">running</span>
<span data-t="1396.8">now</span>
<span data-t="1397.3">in</span>
<span data-t="1397.5">front</span>
<span data-t="1397.8">of</span>
<span data-t="1397.9">us</span>
<span data-t="1398.2">about</span>
<span data-t="1398.5">whether</span>
<span data-t="1398.9">we</span>
<span data-t="1399.1">can</span>
<span data-t="1400.5">for</span>
<span data-t="1400.8">the</span>
<span data-t="1400.9">vendor</span>
<span data-t="1401.4">to</span>
<span data-t="1401.6">fix</span>
<span data-t="1401.9">the</span>
<span data-t="1402.0">air</span>
<span data-t="1402.1">conditioning,</span>
<span data-t="1403.1">or</span>
<span data-t="1403.3">we</span>
<span data-t="1403.4">should</span>
<span data-t="1403.6">engage</span>
<span data-t="1404.1">our</span>
<span data-t="1404.5">business</span>
<span data-t="1404.9">continuity</span>
<span data-t="1405.4">plan</span>
<span data-t="1405.7">and</span>
<span data-t="1405.8">get</span>
<span data-t="1406.0">into</span>
<span data-t="1406.2">a</span>
<span data-t="1406.3">different</span>
<span data-t="1406.6">data</span>
<span data-t="1406.8">center.</span>
<span data-t="1408.2">So</span>
<span data-t="1408.4">that</span>
<span data-t="1408.7">was</span>
<span data-t="1408.9">one</span>
<span data-t="1409.0">of</span>
<span data-t="1409.1">the</span>
<span data-t="1409.3">important</span>
<span data-t="1409.8">pieces,</span>
<span data-t="1410.4">in</span>
<span data-t="1410.7">the,</span>
<span data-t="1411.2">the</span>
<span data-t="1411.4">story</span>
<span data-t="1411.8">arc.</span>
</p>
<cite>Sarah Butt</cite>
<time>23:33</time>
<p>
<span data-t="1413.7">Danielle,</span>
<span data-t="1414.8">can</span>
<span data-t="1416.1">the</span>
<span data-t="1416.2">DC</span>
<span data-t="1417.9">vendor</span>
<span data-t="1418.7">give</span>
<span data-t="1419.3">us</span>
<span data-t="1419.7">and</span>
<span data-t="1419.9">ETA</span>
<span data-t="1421.4">there</span>
<span data-t="1421.9">anything</span>
<span data-t="1422.7">else</span>
<span data-t="1423.2">they</span>
<span data-t="1423.8">can</span>
<span data-t="1424.1">do</span>
<span data-t="1424.4">to</span>
<span data-t="1424.7">cool</span>
<span data-t="1425.3">the</span>
<span data-t="1425.4">room</span>
<span data-t="1426.6">they</span>
<span data-t="1426.8">are</span>
<span data-t="1427.1">not</span>
<span data-t="1427.7">already</span>
<span data-t="1428.5">doing.</span>
<span data-t="1429.7">Are</span>
<span data-t="1429.8">we</span>
<span data-t="1430.6">the</span>
<span data-t="1430.8">only</span>
<span data-t="1431.4">tenant</span>
<span data-t="1433.1">there?</span>
<span data-t="1434.4">I</span>
<span data-t="1434.6">need</span>
<span data-t="1434.9">answers</span>
<span data-t="1435.3">to</span>
<span data-t="1435.3">these</span>
<span data-t="1435.5">questions.</span>
<span data-t="1436.4">I</span>
<span data-t="1436.8">wanna</span>
<span data-t="1437.0">understand</span>
<span data-t="1437.5">because</span>
<span data-t="1438.1">Hammad</span>
<span data-t="1438.6">and</span>
<span data-t="1438.8">Tanya</span>
<span data-t="1439.2">seem</span>
<span data-t="1439.5">to</span>
<span data-t="1439.6">have</span>
<span data-t="1439.7">different</span>
<span data-t="1440.0">levels</span>
<span data-t="1440.2">of</span>
<span data-t="1440.3">risk.</span>
<span data-t="1440.6">Tanya</span>
<span data-t="1442.1">is</span>
<span data-t="1442.3">the</span>
<span data-t="1442.4">platform</span>
<span data-t="1442.9">lead.</span>
<span data-t="1443.6">Hammad</span>
<span data-t="1444.0">is</span>
<span data-t="1444.1">on</span>
<span data-t="1444.3">the</span>
<span data-t="1444.4">customer</span>
<span data-t="1444.7">support</span>
<span data-t="1445.1">side.</span>
<span data-t="1445.6">Makes</span>
<span data-t="1445.8">me</span>
<span data-t="1445.9">nervous,</span>
<span data-t="1446.4">but</span>
<span data-t="1446.5">let&#39;s</span>
<span data-t="1446.7">get</span>
<span data-t="1446.8">those</span>
<span data-t="1447.0">questions.</span>
<span data-t="1447.3">Alex,</span>
<span data-t="1447.7">sorry,</span>
<span data-t="1447.9">I</span>
<span data-t="1448.0">put</span>
<span data-t="1448.2">you</span>
<span data-t="1448.3">in</span>
<span data-t="1448.4">a</span>
<span data-t="1448.4">buffer.</span>
<span data-t="1449.2">What</span>
<span data-t="1449.6">was</span>
<span data-t="1449.8">that</span>
<span data-t="1450.0">about</span>
<span data-t="1450.1">the</span>
<span data-t="1450.2">BCP?</span>
</p>
<cite>Alex Elman</cite>
<time>24:12</time>
<p>
<span data-t="1452.6">You&#39;re</span>
<span data-t="1452.8">responsible</span>
<span data-t="1453.3">for</span>
<span data-t="1453.4">coordinating</span>
<span data-t="1453.9">the</span>
<span data-t="1454.0">flip</span>
<span data-t="1454.3">and</span>
<span data-t="1454.4">communication</span>
<span data-t="1454.9">with</span>
<span data-t="1455.0">stakeholders.</span>
<span data-t="1456.1">Platform</span>
<span data-t="1456.6">network</span>
<span data-t="1456.8">engineers</span>
<span data-t="1457.3">handle</span>
<span data-t="1457.6">the</span>
<span data-t="1457.8">DNS</span>
<span data-t="1458.2">updates</span>
<span data-t="1458.5">and</span>
<span data-t="1458.7">rerouting,</span>
<span data-t="1459.5">and</span>
<span data-t="1459.7">so</span>
<span data-t="1459.8">the</span>
<span data-t="1459.9">first</span>
<span data-t="1460.2">thing</span>
<span data-t="1460.4">you</span>
<span data-t="1460.5">need</span>
<span data-t="1460.7">to</span>
<span data-t="1460.8">do</span>
<span data-t="1460.9">is</span>
<span data-t="1461.0">notify</span>
<span data-t="1461.4">stakeholders,</span>
<span data-t="1462.7">the</span>
<span data-t="1462.8">IT</span>
<span data-t="1463.1">teams</span>
<span data-t="1463.5">or</span>
<span data-t="1463.6">managers</span>
<span data-t="1464.0">and</span>
<span data-t="1464.1">customers.</span>
<span data-t="1465.4">Then</span>
<span data-t="1465.6">we</span>
<span data-t="1465.7">need</span>
<span data-t="1465.9">to</span>
<span data-t="1466.0">stop</span>
<span data-t="1466.4">non-critical</span>
<span data-t="1466.8">services</span>
<span data-t="1467.4">in</span>
<span data-t="1467.5">the</span>
<span data-t="1467.5">data</span>
<span data-t="1467.7">center.</span>
<span data-t="1469.2">Okay.</span>
<span data-t="1469.3">They</span>
<span data-t="1469.4">only</span>
<span data-t="1469.5">have</span>
<span data-t="1469.6">to</span>
<span data-t="1469.7">sync,</span>
<span data-t="1470.2">sync</span>
<span data-t="1470.6">critical</span>
<span data-t="1471.0">retail</span>
<span data-t="1471.4">data,</span>
<span data-t="1472.3">reconfigure</span>
<span data-t="1472.9">the</span>
<span data-t="1473.0">IP</span>
<span data-t="1473.3">address</span>
<span data-t="1473.6">in</span>
<span data-t="1473.7">the</span>
<span data-t="1473.7">DNS</span>
<span data-t="1474.1">console,</span>
<span data-t="1474.6">activate</span>
<span data-t="1475.2">a</span>
<span data-t="1475.4">application</span>
<span data-t="1476.0">systems</span>
<span data-t="1476.9">in</span>
<span data-t="1477.0">the</span>
<span data-t="1477.1">new</span>
<span data-t="1477.2">dc,</span>
<span data-t="1477.6">and</span>
<span data-t="1477.7">then</span>
<span data-t="1477.8">validate</span>
<span data-t="1478.4">that</span>
<span data-t="1478.9">the</span>
<span data-t="1479.0">transactions</span>
<span data-t="1479.7">and</span>
<span data-t="1479.8">orders</span>
<span data-t="1480.5">are</span>
<span data-t="1480.6">working.</span>
</p>
<cite>Sarah Butt</cite>
<time>24:45</time>
<p>
<span data-t="1485.1">I&#39;m</span>
<span data-t="1485.4">just</span>
<span data-t="1485.6">trying</span>
<span data-t="1485.7">to</span>
<span data-t="1485.8">make</span>
<span data-t="1486.0">a</span>
<span data-t="1486.0">risk</span>
<span data-t="1486.3">assessment</span>
<span data-t="1487.0">because</span>
<span data-t="1488.0">here</span>
<span data-t="1488.5">Alex,</span>
<span data-t="1488.8">let&#39;s,</span>
<span data-t="1489.0">let&#39;s</span>
<span data-t="1489.3">you</span>
<span data-t="1489.4">and</span>
<span data-t="1489.6">I</span>
<span data-t="1489.6">take</span>
<span data-t="1489.9">a</span>
<span data-t="1490.0">minute</span>
<span data-t="1490.3">and</span>
<span data-t="1490.5">talk</span>
<span data-t="1490.7">through</span>
<span data-t="1490.9">this.</span>
<span data-t="1492.4">Okay.</span>
<span data-t="1494.0">DC</span>
<span data-t="1496.0">has</span>
<span data-t="1496.7">put</span>
<span data-t="1496.9">us</span>
<span data-t="1497.0">on</span>
<span data-t="1497.1">an</span>
<span data-t="1497.2">extra</span>
<span data-t="1497.4">10</span>
<span data-t="1497.6">minutes,</span>
<span data-t="1497.8">so</span>
<span data-t="1497.9">we&#39;re</span>
<span data-t="1498.0">down</span>
<span data-t="1498.3">for</span>
<span data-t="1498.5">25</span>
<span data-t="1498.9">minutes.</span>
<span data-t="1499.2">We&#39;re</span>
<span data-t="1499.4">functionally</span>
<span data-t="1499.8">down</span>
<span data-t="1499.9">in</span>
<span data-t="1500.0">the</span>
<span data-t="1500.1">water</span>
<span data-t="1500.3">right</span>
<span data-t="1500.5">now,</span>
<span data-t="1500.7">so</span>
<span data-t="1500.9">we&#39;re</span>
<span data-t="1501.2">at</span>
<span data-t="1501.4">as</span>
<span data-t="1501.8">basically</span>
<span data-t="1502.2">a</span>
<span data-t="1502.2">zero</span>
<span data-t="1502.5">sum</span>
<span data-t="1502.7">game.</span>
<span data-t="1503.6">That</span>
<span data-t="1503.8">being</span>
<span data-t="1504.1">said,</span>
<span data-t="1504.7">it</span>
<span data-t="1505.0">sounds</span>
<span data-t="1505.3">like</span>
<span data-t="1505.5">we&#39;ve</span>
<span data-t="1505.6">had</span>
<span data-t="1505.9">intermittent</span>
<span data-t="1506.7">inability</span>
<span data-t="1507.4">to</span>
<span data-t="1507.8">fail</span>
<span data-t="1508.1">the</span>
<span data-t="1508.2">DC</span>
<span data-t="1508.6">over,</span>
<span data-t="1509.7">in</span>
<span data-t="1510.0">scheduled</span>
<span data-t="1510.6">BCP</span>
<span data-t="1511.6">uh,</span>
<span data-t="1512.0">runs,</span>
<span data-t="1512.3">which</span>
<span data-t="1512.5">we</span>
<span data-t="1512.6">know</span>
<span data-t="1512.8">always</span>
<span data-t="1513.0">goes</span>
<span data-t="1513.3">better</span>
<span data-t="1513.7">than</span>
<span data-t="1514.1">real</span>
<span data-t="1514.4">BCP</span>
<span data-t="1514.9">runs.</span>
<span data-t="1515.9">I</span>
<span data-t="1516.1">haven&#39;t</span>
<span data-t="1516.3">gotten</span>
<span data-t="1517.0">an</span>
<span data-t="1517.2">answer.</span>
<span data-t="1518.0">Oh,</span>
<span data-t="1518.1">we</span>
<span data-t="1518.2">just</span>
<span data-t="1518.3">got</span>
<span data-t="1518.5">it.</span>
<span data-t="1518.6">Okay.</span>
<span data-t="1518.9">We</span>
<span data-t="1519.0">can&#39;t</span>
<span data-t="1519.3">shut</span>
<span data-t="1519.5">it</span>
<span data-t="1519.5">down</span>
<span data-t="1519.7">partially,</span>
<span data-t="1520.3">so</span>
<span data-t="1520.6">we&#39;re</span>
<span data-t="1521.3">sort</span>
<span data-t="1521.7">of</span>
<span data-t="1521.8">hosed</span>
<span data-t="1522.2">there.</span>
<span data-t="1523.2">Alex</span>
<span data-t="1523.6">what&#39;s</span>
<span data-t="1523.8">your</span>
<span data-t="1523.9">thought?</span>
</p>
<cite>Alex Elman</cite>
<time>25:25</time>
<p>
<span data-t="1525.4">I</span>
<span data-t="1525.4">mean,</span>
<span data-t="1525.7">considering</span>
<span data-t="1526.7">the</span>
<span data-t="1527.0">state</span>
<span data-t="1527.2">of</span>
<span data-t="1527.3">the</span>
<span data-t="1527.4">site</span>
<span data-t="1527.7">right</span>
<span data-t="1527.9">now,</span>
<span data-t="1528.1">I</span>
<span data-t="1528.2">think</span>
<span data-t="1528.8">it&#39;s</span>
<span data-t="1529.0">prudent</span>
<span data-t="1529.3">to</span>
<span data-t="1529.4">just</span>
<span data-t="1529.7">fail</span>
<span data-t="1530.0">over</span>
<span data-t="1531.2">it.</span>
<span data-t="1531.5">It&#39;s</span>
<span data-t="1531.6">already</span>
<span data-t="1531.9">been</span>
<span data-t="1533.3">well</span>
<span data-t="1533.5">over</span>
<span data-t="1533.9">15</span>
<span data-t="1534.2">minutes.</span>
</p>
<cite>Sarah Butt</cite>
<time>25:35</time>
<p>
<span data-t="1535.9">Okay.</span>
</p>
<cite>Eric</cite>
<time>25:37</time>
<p>
<span data-t="1537.3">In</span>
<span data-t="1537.5">the</span>
<span data-t="1537.7">end,</span>
<span data-t="1538.2">we</span>
<span data-t="1538.4">did</span>
<span data-t="1538.7">engage</span>
<span data-t="1539.2">the</span>
<span data-t="1539.3">business</span>
<span data-t="1539.7">continuity</span>
<span data-t="1540.3">plan.</span>
<span data-t="1541.6">this</span>
<span data-t="1541.8">case</span>
<span data-t="1542.4">it</span>
<span data-t="1542.6">went</span>
<span data-t="1542.9">smoothly</span>
<span data-t="1543.8">contrary</span>
<span data-t="1544.4">to</span>
<span data-t="1544.6">the</span>
<span data-t="1544.7">worries</span>
<span data-t="1545.3">of</span>
<span data-t="1545.3">the</span>
<span data-t="1545.5">folks</span>
<span data-t="1545.8">who</span>
<span data-t="1545.9">were</span>
<span data-t="1546.1">against</span>
<span data-t="1546.7">the</span>
<span data-t="1547.0">business</span>
<span data-t="1547.4">continuity</span>
<span data-t="1547.9">plan.</span>
<span data-t="1549.2">we</span>
<span data-t="1549.5">finished</span>
<span data-t="1550.4">in</span>
<span data-t="1550.6">that</span>
<span data-t="1550.9">spot</span>
<span data-t="1551.5">with</span>
<span data-t="1551.8">some</span>
<span data-t="1551.9">discomfort</span>
<span data-t="1552.6">because</span>
<span data-t="1553.1">our</span>
<span data-t="1553.3">business</span>
<span data-t="1553.7">continuity</span>
<span data-t="1554.2">plan</span>
<span data-t="1554.5">has</span>
<span data-t="1554.7">demonstrated</span>
<span data-t="1555.6">some,</span>
<span data-t="1556.4">inconsistency</span>
<span data-t="1557.3">in</span>
<span data-t="1557.4">the</span>
<span data-t="1557.4">past.</span>
<span data-t="1557.8">And</span>
<span data-t="1557.9">we</span>
<span data-t="1558.0">don&#39;t</span>
<span data-t="1558.2">wanna</span>
<span data-t="1558.4">just</span>
<span data-t="1558.7">say,</span>
<span data-t="1560.1">saved</span>
<span data-t="1560.6">business</span>
<span data-t="1560.8">continuity,</span>
<span data-t="1561.6">move</span>
<span data-t="1561.9">on</span>
<span data-t="1562.1">and,</span>
<span data-t="1562.6">and,</span>
<span data-t="1562.9">uh,</span>
<span data-t="1563.1">pursue</span>
<span data-t="1563.4">other</span>
<span data-t="1563.5">things.</span>
</p>
<cite>Courtney</cite>
<time>26:04</time>
<p>
<span data-t="1564.2">Sarah</span>
<span data-t="1564.4">and</span>
<span data-t="1564.6">Alex</span>
<span data-t="1567.5">going</span>
<span data-t="1567.9">into</span>
<span data-t="1568.1">this,</span>
<span data-t="1570.1">how</span>
<span data-t="1570.7">real.</span>
<span data-t="1572.3">Does</span>
<span data-t="1572.6">all</span>
<span data-t="1572.8">of</span>
<span data-t="1573.0">this</span>
<span data-t="1573.3">feel</span>
<span data-t="1574.6">from</span>
<span data-t="1574.9">your</span>
<span data-t="1575.1">perspective,</span>
<span data-t="1576.1">you</span>
<span data-t="1576.2">know,</span>
<span data-t="1576.4">not,</span>
<span data-t="1576.6">not</span>
<span data-t="1576.8">Eric&#39;s</span>
<span data-t="1577.1">re</span>
<span data-t="1577.4">you</span>
<span data-t="1577.6">know,</span>
<span data-t="1577.8">sort</span>
<span data-t="1578.0">of</span>
<span data-t="1578.1">doing</span>
<span data-t="1578.3">the</span>
<span data-t="1578.4">retro,</span>
<span data-t="1578.9">but</span>
<span data-t="1579.0">like,</span>
<span data-t="1579.7">does</span>
<span data-t="1580.4">like</span>
<span data-t="1580.7">hearing</span>
<span data-t="1581.1">this</span>
<span data-t="1581.3">again,</span>
<span data-t="1581.7">does</span>
<span data-t="1581.8">this</span>
<span data-t="1582.1">evoke</span>
<span data-t="1582.5">what</span>
<span data-t="1582.7">you</span>
<span data-t="1582.8">felt</span>
<span data-t="1583.2">like</span>
<span data-t="1583.8">during</span>
<span data-t="1584.6">that</span>
<span data-t="1584.9">incident</span>
<span data-t="1585.4">and</span>
<span data-t="1585.6">what</span>
<span data-t="1585.7">was</span>
<span data-t="1585.9">going</span>
<span data-t="1586.2">through</span>
<span data-t="1586.4">your</span>
<span data-t="1586.8">brain</span>
<span data-t="1587.3">and</span>
<span data-t="1587.4">your</span>
<span data-t="1587.5">body</span>
<span data-t="1587.9">at</span>
<span data-t="1588.1">that</span>
<span data-t="1588.2">time?</span>
</p>
<cite>Sarah Butt</cite>
<time>26:28</time>
<p>
<span data-t="1588.6">Yeah,</span>
<span data-t="1589.0">I,</span>
<span data-t="1589.1">I</span>
<span data-t="1589.3">mean,</span>
<span data-t="1589.5">I</span>
<span data-t="1589.7">think</span>
<span data-t="1590.0">it&#39;s,</span>
<span data-t="1590.1">it</span>
<span data-t="1590.3">feels</span>
<span data-t="1591.4">incredibly</span>
<span data-t="1592.6">realistic.</span>
<span data-t="1593.6">it</span>
<span data-t="1593.8">feels</span>
<span data-t="1594.1">realistic</span>
<span data-t="1594.7">enough,</span>
<span data-t="1594.9">and</span>
<span data-t="1595.0">Eric</span>
<span data-t="1595.1">can</span>
<span data-t="1595.4">attest</span>
<span data-t="1595.8">to</span>
<span data-t="1595.9">this,</span>
<span data-t="1596.2">that</span>
<span data-t="1596.3">I&#39;m</span>
<span data-t="1596.5">someone</span>
<span data-t="1597.0">who,</span>
<span data-t="1597.7">Gets,</span>
<span data-t="1598.4">I</span>
<span data-t="1598.5">get</span>
<span data-t="1598.7">drill</span>
<span data-t="1599.0">anxiety,</span>
<span data-t="1599.5">but</span>
<span data-t="1599.7">I</span>
<span data-t="1599.8">also</span>
<span data-t="1600.1">just</span>
<span data-t="1600.3">like</span>
<span data-t="1600.6">get</span>
<span data-t="1600.8">this</span>
<span data-t="1601.1">adrenaline</span>
<span data-t="1601.6">rush</span>
<span data-t="1601.8">of</span>
<span data-t="1602.0">really</span>
<span data-t="1602.2">loving</span>
<span data-t="1602.6">incidents.</span>
<span data-t="1603.6">And</span>
<span data-t="1603.8">I</span>
<span data-t="1604.1">came</span>
<span data-t="1604.4">off</span>
<span data-t="1604.7">the</span>
<span data-t="1604.9">incident,</span>
<span data-t="1605.4">so</span>
<span data-t="1606.0">sort</span>
<span data-t="1606.4">of</span>
<span data-t="1606.7">convinced</span>
<span data-t="1607.2">that</span>
<span data-t="1607.3">I&#39;d</span>
<span data-t="1607.4">run</span>
<span data-t="1607.7">a</span>
<span data-t="1607.7">real</span>
<span data-t="1607.9">incident</span>
<span data-t="1608.5">that</span>
<span data-t="1608.6">I</span>
<span data-t="1608.8">did</span>
<span data-t="1609.0">like</span>
<span data-t="1609.3">a</span>
<span data-t="1609.5">an</span>
<span data-t="1609.8">hour</span>
<span data-t="1610.2">and</span>
<span data-t="1610.3">a</span>
<span data-t="1610.3">half</span>
<span data-t="1610.7">recording</span>
<span data-t="1611.1">to</span>
<span data-t="1611.3">Eric</span>
<span data-t="1611.6">that</span>
<span data-t="1611.8">night</span>
<span data-t="1612.1">of</span>
<span data-t="1612.2">a</span>
<span data-t="1612.3">debrief</span>
<span data-t="1612.9">of</span>
<span data-t="1613.1">my</span>
<span data-t="1613.3">own,</span>
<span data-t="1613.7">um,</span>
<span data-t="1614.1">and</span>
<span data-t="1614.2">my</span>
<span data-t="1614.3">performances</span>
<span data-t="1615.0">as</span>
<span data-t="1615.3">IC</span>
<span data-t="1615.5">of</span>
<span data-t="1615.6">that,</span>
<span data-t="1616.3">just</span>
<span data-t="1616.5">to</span>
<span data-t="1616.6">get</span>
<span data-t="1616.8">it</span>
<span data-t="1616.9">out</span>
<span data-t="1617.0">of</span>
<span data-t="1617.1">my</span>
<span data-t="1617.3">head</span>
<span data-t="1617.6">because</span>
<span data-t="1618.0">even</span>
<span data-t="1618.5">though.</span>
<span data-t="1619.4">My</span>
<span data-t="1620.1">brain</span>
<span data-t="1620.7">knew</span>
<span data-t="1621.1">that</span>
<span data-t="1621.3">this</span>
<span data-t="1621.5">was</span>
<span data-t="1621.7">a</span>
<span data-t="1621.8">drill,</span>
<span data-t="1622.3">like</span>
<span data-t="1622.5">my</span>
<span data-t="1622.8">body</span>
<span data-t="1623.2">still</span>
<span data-t="1623.5">felt</span>
<span data-t="1623.7">like</span>
<span data-t="1623.9">I</span>
<span data-t="1624.0">had</span>
<span data-t="1624.2">gone</span>
<span data-t="1624.5">through</span>
<span data-t="1624.9">an</span>
<span data-t="1625.1">incident.</span>
<span data-t="1625.6">And,</span>
<span data-t="1626.1">um,</span>
<span data-t="1626.6">with</span>
<span data-t="1627.0">my</span>
<span data-t="1627.1">employer,</span>
<span data-t="1627.6">we</span>
<span data-t="1627.7">have</span>
<span data-t="1627.9">this</span>
<span data-t="1628.0">great</span>
<span data-t="1628.4">debrief</span>
<span data-t="1628.9">process</span>
<span data-t="1629.4">that</span>
<span data-t="1629.6">we</span>
<span data-t="1629.7">use</span>
<span data-t="1630.0">to</span>
<span data-t="1630.1">sort</span>
<span data-t="1630.3">of</span>
<span data-t="1630.4">help</span>
<span data-t="1630.7">our</span>
<span data-t="1631.5">incident</span>
<span data-t="1631.9">commanders,</span>
<span data-t="1632.6">process</span>
<span data-t="1633.0">through</span>
<span data-t="1633.2">and</span>
<span data-t="1633.4">like</span>
<span data-t="1633.4">regulate</span>
<span data-t="1633.8">down</span>
<span data-t="1634.1">a</span>
<span data-t="1634.1">little</span>
<span data-t="1634.3">bit</span>
<span data-t="1634.5">and</span>
<span data-t="1634.6">stuff</span>
<span data-t="1634.8">so</span>
<span data-t="1634.9">you</span>
<span data-t="1635.0">don&#39;t</span>
<span data-t="1635.3">go</span>
<span data-t="1635.6">and</span>
<span data-t="1635.7">stare</span>
<span data-t="1636.0">at</span>
<span data-t="1636.1">a</span>
<span data-t="1636.1">wall</span>
<span data-t="1636.5">at</span>
<span data-t="1636.7">night.</span>
<span data-t="1637.0">And</span>
<span data-t="1637.4">not</span>
<span data-t="1637.6">sleep.</span>
<span data-t="1638.3">if</span>
<span data-t="1638.5">you&#39;re</span>
<span data-t="1638.9">of</span>
<span data-t="1639.0">the</span>
<span data-t="1639.2">high</span>
<span data-t="1639.4">strung</span>
<span data-t="1639.7">variety</span>
<span data-t="1640.1">like</span>
<span data-t="1640.2">myself.</span>
<span data-t="1641.1">and</span>
<span data-t="1641.5">because</span>
<span data-t="1641.9">I</span>
<span data-t="1642.0">didn&#39;t</span>
<span data-t="1642.2">do</span>
<span data-t="1642.4">that</span>
<span data-t="1642.6">and</span>
<span data-t="1642.7">it</span>
<span data-t="1642.8">felt</span>
<span data-t="1643.1">so</span>
<span data-t="1643.3">real,</span>
<span data-t="1643.6">I</span>
<span data-t="1643.7">had</span>
<span data-t="1644.0">to</span>
<span data-t="1644.1">like</span>
<span data-t="1644.3">mimic</span>
<span data-t="1644.7">that,</span>
<span data-t="1645.1">um,</span>
<span data-t="1645.5">which</span>
<span data-t="1645.8">gave</span>
<span data-t="1646.1">Eric,</span>
<span data-t="1646.6">a</span>
<span data-t="1646.6">bit</span>
<span data-t="1646.8">more,</span>
<span data-t="1647.4">material.</span>
<span data-t="1647.8">But</span>
<span data-t="1647.9">yeah,</span>
<span data-t="1648.0">I</span>
<span data-t="1648.1">mean,</span>
<span data-t="1648.1">I</span>
<span data-t="1648.2">think</span>
<span data-t="1648.4">it</span>
<span data-t="1648.5">felt</span>
<span data-t="1648.8">very</span>
<span data-t="1649.0">real.</span>
<span data-t="1649.4">And</span>
<span data-t="1649.5">I,</span>
<span data-t="1649.9">I</span>
<span data-t="1649.9">look</span>
<span data-t="1650.0">at</span>
<span data-t="1650.2">the</span>
<span data-t="1650.3">narrative</span>
<span data-t="1650.7">even</span>
<span data-t="1651.0">now</span>
<span data-t="1651.4">and</span>
<span data-t="1651.5">I&#39;m</span>
<span data-t="1651.7">like,</span>
<span data-t="1652.3">but</span>
<span data-t="1652.6">I</span>
<span data-t="1652.7">wanna</span>
<span data-t="1652.9">jump</span>
<span data-t="1653.2">in</span>
<span data-t="1653.3">and</span>
<span data-t="1653.4">say</span>
<span data-t="1653.6">something</span>
<span data-t="1653.8">like,</span>
<span data-t="1653.9">there</span>
<span data-t="1654.1">there</span>
<span data-t="1654.3">is</span>
<span data-t="1654.5">that</span>
<span data-t="1654.8">moment.</span>
<span data-t="1655.2">I&#39;m</span>
<span data-t="1655.3">like,</span>
<span data-t="1655.5">but</span>
<span data-t="1655.7">it,</span>
<span data-t="1656.5">so</span>
<span data-t="1656.7">I</span>
<span data-t="1656.8">think</span>
<span data-t="1657.1">it</span>
<span data-t="1657.2">feels</span>
<span data-t="1657.5">incredibly</span>
<span data-t="1658.0">realistic.</span>
</p>
<cite>Alex Elman</cite>
<time>27:39</time>
<p>
<span data-t="1659.1">for</span>
<span data-t="1659.2">me,</span>
<span data-t="1659.6">it</span>
<span data-t="1659.8">didn&#39;t</span>
<span data-t="1660.0">necessarily</span>
<span data-t="1660.5">start</span>
<span data-t="1660.8">out</span>
<span data-t="1661.0">that</span>
<span data-t="1661.1">way</span>
<span data-t="1661.6">because,</span>
<span data-t="1662.3">I</span>
<span data-t="1662.4">was,</span>
<span data-t="1663.8">in</span>
<span data-t="1663.9">a</span>
<span data-t="1664.1">slack</span>
<span data-t="1664.5">workspace</span>
<span data-t="1664.9">I</span>
<span data-t="1665.0">wasn&#39;t</span>
<span data-t="1665.2">familiar</span>
<span data-t="1665.5">with,</span>
<span data-t="1666.3">I</span>
<span data-t="1666.3">wasn&#39;t</span>
<span data-t="1666.6">familiar</span>
<span data-t="1667.0">with</span>
<span data-t="1667.2">the</span>
<span data-t="1667.5">infrastructure,</span>
<span data-t="1668.3">with</span>
<span data-t="1668.6">the</span>
<span data-t="1669.7">I</span>
<span data-t="1669.8">wasn&#39;t</span>
<span data-t="1670.1">familiar</span>
<span data-t="1670.4">with</span>
<span data-t="1670.5">things</span>
<span data-t="1670.7">like</span>
<span data-t="1670.8">checkout</span>
<span data-t="1671.2">service.</span>
<span data-t="1671.9">I.</span>
<span data-t="1672.7">But</span>
<span data-t="1673.3">as</span>
<span data-t="1673.5">the,</span>
<span data-t="1673.9">almost,</span>
<span data-t="1674.6">immediately</span>
<span data-t="1675.1">as</span>
<span data-t="1675.3">the,</span>
<span data-t="1675.4">as</span>
<span data-t="1675.7">the</span>
<span data-t="1675.9">incident</span>
<span data-t="1676.3">really</span>
<span data-t="1676.6">took</span>
<span data-t="1676.9">shape,</span>
<span data-t="1678.2">it</span>
<span data-t="1678.4">evoked</span>
<span data-t="1679.0">for</span>
<span data-t="1679.2">me</span>
<span data-t="1680.1">the</span>
<span data-t="1680.3">same</span>
<span data-t="1680.5">experience</span>
<span data-t="1681.5">as</span>
<span data-t="1682.0">being,</span>
<span data-t="1682.6">at</span>
<span data-t="1682.8">a</span>
<span data-t="1682.9">company</span>
<span data-t="1683.7">and</span>
<span data-t="1684.1">having</span>
<span data-t="1684.4">to</span>
<span data-t="1684.4">respond</span>
<span data-t="1684.9">to</span>
<span data-t="1685.2">a,</span>
<span data-t="1685.6">a</span>
<span data-t="1685.8">dark</span>
<span data-t="1686.1">corner</span>
<span data-t="1686.4">of</span>
<span data-t="1686.5">the</span>
<span data-t="1686.6">system</span>
<span data-t="1687.1">that</span>
<span data-t="1687.3">you&#39;re</span>
<span data-t="1687.4">not</span>
<span data-t="1687.6">familiar</span>
<span data-t="1688.0">with,</span>
<span data-t="1688.7">that</span>
<span data-t="1689.2">has</span>
<span data-t="1689.3">always</span>
<span data-t="1689.6">existed</span>
<span data-t="1690.2">but</span>
<span data-t="1690.3">has</span>
<span data-t="1690.5">maybe</span>
<span data-t="1690.7">not</span>
<span data-t="1690.9">had</span>
<span data-t="1691.1">problems.</span>
<span data-t="1691.9">And</span>
<span data-t="1692.0">it</span>
<span data-t="1692.1">had</span>
<span data-t="1692.4">very</span>
<span data-t="1692.6">much</span>
<span data-t="1692.9">that,</span>
<span data-t="1693.2">that</span>
<span data-t="1693.4">same</span>
<span data-t="1693.8">sort</span>
<span data-t="1694.1">of</span>
<span data-t="1694.3">character</span>
<span data-t="1694.7">to</span>
<span data-t="1694.9">it.</span>
<span data-t="1695.5">I</span>
<span data-t="1695.6">have</span>
<span data-t="1695.7">to</span>
<span data-t="1695.8">quickly</span>
<span data-t="1696.1">get</span>
<span data-t="1696.2">up</span>
<span data-t="1696.3">to</span>
<span data-t="1696.4">speed</span>
<span data-t="1696.6">on</span>
<span data-t="1696.7">this.</span>
<span data-t="1696.9">I</span>
<span data-t="1697.0">had</span>
<span data-t="1697.1">to</span>
<span data-t="1697.2">examine</span>
<span data-t="1697.7">this</span>
<span data-t="1697.9">long</span>
<span data-t="1698.1">list</span>
<span data-t="1698.2">of,</span>
<span data-t="1698.6">of</span>
<span data-t="1698.8">changes</span>
<span data-t="1699.2">that</span>
<span data-t="1699.3">I</span>
<span data-t="1699.4">didn&#39;t</span>
<span data-t="1699.7">make.</span>
<span data-t="1700.4">I</span>
<span data-t="1700.5">have</span>
<span data-t="1700.7">to.</span>
<span data-t="1701.4">Coordinate</span>
<span data-t="1701.9">with</span>
<span data-t="1702.1">multiple</span>
<span data-t="1702.4">people.</span>
<span data-t="1703.0">I</span>
<span data-t="1703.1">have</span>
<span data-t="1703.2">to</span>
<span data-t="1703.5">get</span>
<span data-t="1703.7">up</span>
<span data-t="1703.8">to</span>
<span data-t="1703.9">speed.</span>
<span data-t="1704.7">All</span>
<span data-t="1705.0">of</span>
<span data-t="1705.1">that</span>
<span data-t="1705.4">felt</span>
<span data-t="1705.6">very</span>
<span data-t="1705.9">familiar</span>
<span data-t="1706.8">and</span>
<span data-t="1707.0">is</span>
<span data-t="1707.5">the</span>
<span data-t="1707.6">character</span>
<span data-t="1708.0">that</span>
<span data-t="1708.2">most</span>
<span data-t="1708.5">of</span>
<span data-t="1708.5">the</span>
<span data-t="1708.6">incidents</span>
<span data-t="1709.1">I&#39;m</span>
<span data-t="1709.3">part</span>
<span data-t="1709.6">of</span>
<span data-t="1710.2">take</span>
<span data-t="1710.5">on.</span>
<span data-t="1710.8">So</span>
<span data-t="1711.1">that</span>
<span data-t="1711.4">is</span>
<span data-t="1711.5">very</span>
<span data-t="1711.9">general.</span>
<span data-t="1712.6">You,</span>
<span data-t="1712.8">you</span>
<span data-t="1713.0">can</span>
<span data-t="1713.2">generalize</span>
<span data-t="1713.7">that</span>
<span data-t="1713.7">across</span>
<span data-t="1714.1">experiences</span>
<span data-t="1715.1">and</span>
<span data-t="1715.3">that&#39;s</span>
<span data-t="1715.5">what</span>
<span data-t="1715.6">made</span>
<span data-t="1715.7">it</span>
<span data-t="1715.8">feel</span>
<span data-t="1716.1">very</span>
<span data-t="1716.3">real</span>
<span data-t="1716.5">for</span>
<span data-t="1716.6">me.</span>
</p>
<cite>Eric</cite>
<time>28:36</time>
<p>
<span data-t="1716.9">And</span>
<span data-t="1717.1">that</span>
<span data-t="1717.8">that&#39;s</span>
<span data-t="1718.1">definitely</span>
<span data-t="1718.5">one</span>
<span data-t="1718.8">of</span>
<span data-t="1718.9">the</span>
<span data-t="1719.0">key,</span>
<span data-t="1719.8">a</span>
<span data-t="1720.1">key</span>
<span data-t="1720.4">finding.</span>
<span data-t="1721.0">Uh,</span>
<span data-t="1721.0">there&#39;s</span>
<span data-t="1721.3">so</span>
<span data-t="1721.6">much</span>
<span data-t="1721.9">available</span>
<span data-t="1722.5">of</span>
<span data-t="1722.8">material</span>
<span data-t="1723.4">that</span>
<span data-t="1723.6">we&#39;re</span>
<span data-t="1723.7">not</span>
<span data-t="1724.0">going</span>
<span data-t="1724.2">to</span>
<span data-t="1724.3">get</span>
<span data-t="1724.5">to</span>
<span data-t="1724.9">in</span>
<span data-t="1725.1">this</span>
<span data-t="1725.6">short</span>
<span data-t="1726.0">retro,</span>
<span data-t="1726.9">but</span>
<span data-t="1727.3">I&#39;m</span>
<span data-t="1727.5">glad</span>
<span data-t="1727.8">that,</span>
<span data-t="1727.9">that,</span>
<span data-t="1728.3">I&#39;m</span>
<span data-t="1728.5">glad</span>
<span data-t="1728.7">that</span>
<span data-t="1728.9">surfaced.</span>
<span data-t="1729.9">where</span>
<span data-t="1730.1">I</span>
<span data-t="1730.2">would</span>
<span data-t="1730.4">like</span>
<span data-t="1730.5">to</span>
<span data-t="1730.6">go</span>
<span data-t="1730.8">next,</span>
<span data-t="1731.2">I</span>
<span data-t="1731.3">guess</span>
<span data-t="1731.7">before</span>
<span data-t="1732.0">I</span>
<span data-t="1732.2">dip</span>
<span data-t="1732.5">into</span>
<span data-t="1732.7">themes,</span>
<span data-t="1733.1">I,</span>
<span data-t="1733.3">I,</span>
<span data-t="1733.9">let</span>
<span data-t="1734.0">me</span>
<span data-t="1734.1">just</span>
<span data-t="1734.3">double</span>
<span data-t="1734.6">check.</span>
<span data-t="1735.0">I.</span>
<span data-t="1735.7">that</span>
<span data-t="1736.2">I</span>
<span data-t="1736.5">have</span>
<span data-t="1736.8">paraphrased</span>
<span data-t="1737.5">the</span>
<span data-t="1737.6">narrative</span>
<span data-t="1738.7">sufficiently</span>
<span data-t="1739.5">for</span>
<span data-t="1739.7">our</span>
<span data-t="1739.8">conversation.</span>
<span data-t="1741.1">Do</span>
<span data-t="1741.2">you</span>
<span data-t="1741.3">think</span>
<span data-t="1741.6">there</span>
<span data-t="1741.8">are</span>
<span data-t="1741.9">important</span>
<span data-t="1742.8">pieces</span>
<span data-t="1744.4">your</span>
<span data-t="1744.7">experience</span>
<span data-t="1745.3">in</span>
<span data-t="1745.4">the</span>
<span data-t="1745.5">incident</span>
<span data-t="1745.9">that</span>
<span data-t="1746.0">I</span>
<span data-t="1746.2">have</span>
<span data-t="1746.4">missed</span>
<span data-t="1747.0">or</span>
<span data-t="1748.3">I</span>
<span data-t="1748.6">emphasized</span>
<span data-t="1749.7">one</span>
<span data-t="1750.1">more</span>
<span data-t="1750.4">than</span>
<span data-t="1750.6">another?</span>
<span data-t="1751.1">Or</span>
<span data-t="1751.6">anything</span>
<span data-t="1752.0">along</span>
<span data-t="1752.3">those</span>
<span data-t="1752.5">lines?</span>
<span data-t="1753.3">I&#39;ll</span>
<span data-t="1753.4">just</span>
<span data-t="1753.6">open</span>
<span data-t="1753.9">it</span>
<span data-t="1754.0">to</span>
<span data-t="1754.2">the</span>
<span data-t="1754.3">floor.</span>
<span data-t="1754.7">Anybody</span>
<span data-t="1755.1">got</span>
<span data-t="1756.6">stuff</span>
<span data-t="1757.1">to</span>
<span data-t="1757.2">add</span>
<span data-t="1758.2">to</span>
<span data-t="1758.6">the</span>
<span data-t="1758.9">story</span>
<span data-t="1759.3">I&#39;ve</span>
<span data-t="1759.5">told</span>
<span data-t="1759.8">so</span>
<span data-t="1760.0">far?</span>
</p>
<cite>Alex Elman</cite>
<time>29:21</time>
<p>
<span data-t="1761.1">One.</span>
<span data-t="1761.4">One</span>
<span data-t="1761.7">of</span>
<span data-t="1761.8">the</span>
<span data-t="1762.4">unfortunate</span>
<span data-t="1762.9">downsides</span>
<span data-t="1763.4">of</span>
<span data-t="1763.5">having</span>
<span data-t="1763.8">a</span>
<span data-t="1764.0">really.</span>
<span data-t="1765.6">All</span>
<span data-t="1765.8">of</span>
<span data-t="1765.9">the</span>
<span data-t="1766.3">analysis</span>
<span data-t="1766.8">work</span>
<span data-t="1767.2">you</span>
<span data-t="1767.4">did,</span>
<span data-t="1767.6">Eric</span>
<span data-t="1767.9">is</span>
<span data-t="1768.1">hidden</span>
<span data-t="1768.5">in</span>
<span data-t="1768.7">just</span>
<span data-t="1768.9">the</span>
<span data-t="1769.1">fluency</span>
<span data-t="1769.7">of</span>
<span data-t="1769.9">just</span>
<span data-t="1770.1">having</span>
<span data-t="1770.4">this</span>
<span data-t="1770.6">like</span>
<span data-t="1771.6">narrative,</span>
<span data-t="1772.3">this</span>
<span data-t="1772.4">understanding,</span>
<span data-t="1773.2">this</span>
<span data-t="1773.3">deep</span>
<span data-t="1773.5">understanding</span>
<span data-t="1774.0">of</span>
<span data-t="1774.1">what</span>
<span data-t="1774.2">happened.</span>
<span data-t="1775.0">But</span>
<span data-t="1775.5">the</span>
<span data-t="1775.7">downside</span>
<span data-t="1776.1">is</span>
<span data-t="1776.2">that</span>
<span data-t="1776.3">what</span>
<span data-t="1776.4">gets</span>
<span data-t="1776.6">lost</span>
<span data-t="1776.9">in</span>
<span data-t="1777.0">that</span>
<span data-t="1777.2">is</span>
<span data-t="1778.4">it</span>
<span data-t="1778.5">sound</span>
<span data-t="1778.8">like</span>
<span data-t="1779.0">it</span>
<span data-t="1779.1">was</span>
<span data-t="1779.3">so</span>
<span data-t="1779.5">obvious</span>
<span data-t="1779.8">or</span>
<span data-t="1779.9">easy</span>
<span data-t="1780.5">when</span>
<span data-t="1780.7">you</span>
<span data-t="1780.8">describe</span>
<span data-t="1781.4">like,</span>
<span data-t="1781.6">oh,</span>
<span data-t="1781.9">and</span>
<span data-t="1782.1">then</span>
<span data-t="1782.2">they</span>
<span data-t="1782.3">just</span>
<span data-t="1782.6">realize</span>
<span data-t="1783.0">it</span>
<span data-t="1783.1">was</span>
<span data-t="1783.6">an</span>
<span data-t="1783.8">issue</span>
<span data-t="1784.1">on</span>
<span data-t="1784.2">the,</span>
<span data-t="1784.3">on</span>
<span data-t="1784.4">the</span>
<span data-t="1784.5">vendor</span>
<span data-t="1784.8">side.</span>
<span data-t="1785.6">and,</span>
<span data-t="1785.9">and</span>
<span data-t="1786.1">maybe</span>
<span data-t="1786.3">my</span>
<span data-t="1786.5">memory</span>
<span data-t="1786.8">of</span>
<span data-t="1786.9">this</span>
<span data-t="1787.1">is,</span>
<span data-t="1787.5">is</span>
<span data-t="1788.1">not,</span>
<span data-t="1788.4">not</span>
<span data-t="1788.7">quite.</span>
<span data-t="1790.2">But,</span>
<span data-t="1790.9">I</span>
<span data-t="1791.0">remember</span>
<span data-t="1791.8">we</span>
<span data-t="1792.0">were</span>
<span data-t="1792.2">on</span>
<span data-t="1792.7">a</span>
<span data-t="1792.8">couple</span>
<span data-t="1793.1">of</span>
<span data-t="1793.2">different,</span>
<span data-t="1793.8">threads,</span>
<span data-t="1794.9">looking</span>
<span data-t="1795.2">into</span>
<span data-t="1795.9">the</span>
<span data-t="1796.0">change</span>
<span data-t="1796.3">log,</span>
<span data-t="1796.6">trying</span>
<span data-t="1796.8">to</span>
<span data-t="1796.9">figure</span>
<span data-t="1797.1">out,</span>
<span data-t="1797.7">maybe</span>
<span data-t="1798.2">there</span>
<span data-t="1798.4">was</span>
<span data-t="1798.5">a</span>
<span data-t="1798.6">deploy</span>
<span data-t="1798.9">that</span>
<span data-t="1799.1">seemed</span>
<span data-t="1799.7">kind</span>
<span data-t="1799.9">of</span>
<span data-t="1800.0">suspect.</span>
<span data-t="1801.4">I</span>
<span data-t="1801.4">don&#39;t</span>
<span data-t="1801.6">know</span>
<span data-t="1801.7">if</span>
<span data-t="1801.8">it</span>
<span data-t="1801.9">was,</span>
<span data-t="1802.5">the,</span>
<span data-t="1802.8">the</span>
<span data-t="1803.3">email</span>
<span data-t="1803.6">from</span>
<span data-t="1803.8">the</span>
<span data-t="1803.9">vendor</span>
<span data-t="1804.1">that</span>
<span data-t="1804.3">we</span>
<span data-t="1804.4">found</span>
<span data-t="1804.6">in</span>
<span data-t="1804.7">the</span>
<span data-t="1804.8">sam</span>
<span data-t="1805.3">the</span>
<span data-t="1805.4">spam</span>
<span data-t="1805.7">folder,</span>
<span data-t="1806.5">or</span>
<span data-t="1806.8">it</span>
<span data-t="1807.0">was</span>
<span data-t="1807.4">somebody</span>
<span data-t="1807.8">else</span>
<span data-t="1808.0">recognizing</span>
<span data-t="1808.7">it,</span>
<span data-t="1809.6">but</span>
<span data-t="1811.4">recognizing</span>
<span data-t="1812.0">that</span>
<span data-t="1812.2">the</span>
<span data-t="1812.3">vendor</span>
<span data-t="1812.6">might</span>
<span data-t="1812.8">have</span>
<span data-t="1813.0">an</span>
<span data-t="1813.1">issue.</span>
<span data-t="1814.3">In</span>
<span data-t="1814.7">that</span>
<span data-t="1814.9">data</span>
<span data-t="1815.1">center</span>
<span data-t="1815.7">completely</span>
<span data-t="1816.6">pulled</span>
<span data-t="1817.0">us</span>
<span data-t="1817.2">off</span>
<span data-t="1817.5">of</span>
<span data-t="1817.5">the</span>
<span data-t="1817.6">threads</span>
<span data-t="1817.9">we</span>
<span data-t="1818.0">were</span>
<span data-t="1818.2">on</span>
<span data-t="1818.4">and</span>
<span data-t="1818.5">into</span>
<span data-t="1818.8">this</span>
<span data-t="1819.1">new</span>
<span data-t="1819.2">direction.</span>
<span data-t="1820.2">And,</span>
<span data-t="1820.9">not</span>
<span data-t="1821.5">obvious,</span>
<span data-t="1822.0">at</span>
<span data-t="1822.1">least</span>
<span data-t="1822.3">to</span>
<span data-t="1822.4">me</span>
<span data-t="1822.6">at</span>
<span data-t="1822.7">the</span>
<span data-t="1822.8">time,</span>
<span data-t="1823.2">from</span>
<span data-t="1823.4">the</span>
<span data-t="1823.6">information</span>
<span data-t="1824.0">that</span>
<span data-t="1824.1">I</span>
<span data-t="1824.2">had.</span>
<span data-t="1825.4">Sarah,</span>
<span data-t="1825.7">do</span>
<span data-t="1825.8">you,</span>
<span data-t="1826.2">how</span>
<span data-t="1826.3">do</span>
<span data-t="1826.4">you</span>
</p>
<cite>Sarah Butt</cite>
<time>30:26</time>
<p>
<span data-t="1826.5">Yeah,</span>
<span data-t="1826.8">I</span>
<span data-t="1827.0">actually</span>
<span data-t="1827.3">wanna</span>
<span data-t="1827.5">jump,</span>
<span data-t="1827.7">I&#39;m,</span>
<span data-t="1828.1">it&#39;s</span>
<span data-t="1828.3">interesting</span>
<span data-t="1828.7">that</span>
<span data-t="1828.8">you</span>
<span data-t="1828.9">and</span>
<span data-t="1829.1">I</span>
<span data-t="1829.2">picked</span>
<span data-t="1829.5">up</span>
<span data-t="1830.1">different</span>
<span data-t="1830.5">sides</span>
<span data-t="1830.8">of</span>
<span data-t="1831.0">the</span>
<span data-t="1831.0">same</span>
<span data-t="1831.3">thing.</span>
<span data-t="1832.0">&#39;Cause</span>
<span data-t="1832.1">I</span>
<span data-t="1832.8">worried</span>
<span data-t="1833.6">that</span>
<span data-t="1833.9">in</span>
<span data-t="1834.1">my</span>
<span data-t="1835.0">retrospectives</span>
<span data-t="1836.0">and</span>
<span data-t="1836.2">such</span>
<span data-t="1836.4">that</span>
<span data-t="1836.6">I</span>
<span data-t="1836.8">had</span>
<span data-t="1837.1">potentially,</span>
<span data-t="1838.1">biased,</span>
<span data-t="1838.7">the</span>
<span data-t="1838.8">narrative</span>
<span data-t="1839.3">because</span>
<span data-t="1839.7">I</span>
<span data-t="1839.9">was</span>
<span data-t="1840.1">very</span>
<span data-t="1840.5">frustrated</span>
<span data-t="1841.4">with</span>
<span data-t="1841.6">my</span>
<span data-t="1841.9">own</span>
<span data-t="1842.4">perceived</span>
<span data-t="1843.3">fixation</span>
<span data-t="1844.3">on</span>
<span data-t="1844.9">the</span>
<span data-t="1845.0">change</span>
<span data-t="1845.4">piece,</span>
<span data-t="1845.6">but</span>
<span data-t="1845.8">I</span>
<span data-t="1845.9">do</span>
<span data-t="1846.0">think</span>
<span data-t="1846.2">it&#39;s</span>
<span data-t="1846.4">important</span>
<span data-t="1846.8">to</span>
<span data-t="1847.0">call</span>
<span data-t="1847.3">out</span>
<span data-t="1847.7">that</span>
<span data-t="1847.9">we</span>
<span data-t="1848.1">were</span>
<span data-t="1848.3">actually</span>
<span data-t="1848.8">running</span>
<span data-t="1849.1">multiple</span>
<span data-t="1849.5">investigations</span>
<span data-t="1850.4">in</span>
<span data-t="1850.6">parallel</span>
<span data-t="1851.1">at</span>
<span data-t="1851.3">that</span>
<span data-t="1851.4">point.</span>
<span data-t="1851.7">So</span>
<span data-t="1851.9">we</span>
<span data-t="1852.0">started,</span>
<span data-t="1852.6">and</span>
<span data-t="1852.8">I</span>
<span data-t="1852.8">think</span>
<span data-t="1853.1">the</span>
<span data-t="1853.1">first</span>
<span data-t="1853.5">thing</span>
<span data-t="1853.6">that</span>
<span data-t="1853.7">we</span>
<span data-t="1853.8">asked</span>
<span data-t="1854.2">about</span>
<span data-t="1855.2">was</span>
<span data-t="1855.8">big</span>
<span data-t="1856.2">infra</span>
<span data-t="1856.6">thing.</span>
<span data-t="1857.0">Like</span>
<span data-t="1857.1">I</span>
<span data-t="1857.1">think</span>
<span data-t="1857.3">that</span>
<span data-t="1857.4">the</span>
<span data-t="1857.7">ask</span>
<span data-t="1858.1">was,</span>
<span data-t="1859.0">network</span>
<span data-t="1859.4">load</span>
<span data-t="1859.7">balance</span>
<span data-t="1860.2">and</span>
<span data-t="1860.3">something</span>
<span data-t="1860.7">else.</span>
<span data-t="1861.2">And</span>
<span data-t="1861.3">we</span>
<span data-t="1861.5">had</span>
<span data-t="1861.7">Daniel</span>
<span data-t="1862.2">off</span>
<span data-t="1862.7">looking</span>
<span data-t="1863.3">and</span>
<span data-t="1863.4">I</span>
<span data-t="1863.4">know</span>
<span data-t="1863.5">there</span>
<span data-t="1863.7">was</span>
<span data-t="1863.8">a</span>
<span data-t="1863.9">point</span>
<span data-t="1864.1">he</span>
<span data-t="1864.3">had</span>
<span data-t="1864.4">come</span>
<span data-t="1864.6">back</span>
<span data-t="1864.9">relatively</span>
<span data-t="1865.3">quickly</span>
<span data-t="1865.6">and</span>
<span data-t="1865.7">said</span>
<span data-t="1865.9">like,</span>
<span data-t="1866.0">load</span>
<span data-t="1866.3">balancers</span>
<span data-t="1866.8">are</span>
<span data-t="1866.9">fine.</span>
<span data-t="1868.2">Alex</span>
<span data-t="1868.6">and</span>
<span data-t="1868.7">I</span>
<span data-t="1868.7">were</span>
<span data-t="1868.9">talking</span>
<span data-t="1869.3">about</span>
<span data-t="1869.5">the</span>
<span data-t="1869.6">fact</span>
<span data-t="1869.9">that</span>
<span data-t="1870.1">it&#39;s</span>
<span data-t="1870.4">a,</span>
<span data-t="1870.9">a</span>
<span data-t="1871.3">unbranded</span>
<span data-t="1872.2">500</span>
<span data-t="1872.8">NGINX</span>
<span data-t="1873.3">page.</span>
<span data-t="1873.7">So</span>
<span data-t="1873.9">like</span>
<span data-t="1874.3">network</span>
<span data-t="1875.0">connectivity,</span>
<span data-t="1875.6">at</span>
<span data-t="1875.7">least</span>
<span data-t="1876.0">like</span>
<span data-t="1876.2">to</span>
<span data-t="1876.4">a</span>
<span data-t="1876.5">certain</span>
<span data-t="1876.8">point</span>
<span data-t="1877.2">is</span>
<span data-t="1877.4">fine.</span>
<span data-t="1878.6">so</span>
<span data-t="1879.1">I</span>
<span data-t="1879.2">don&#39;t</span>
<span data-t="1879.5">know</span>
<span data-t="1879.7">that</span>
<span data-t="1880.3">we</span>
<span data-t="1880.6">jumped</span>
<span data-t="1881.1">immediately</span>
<span data-t="1881.7">to</span>
<span data-t="1881.9">change.</span>
<span data-t="1882.4">I</span>
<span data-t="1882.5">think</span>
<span data-t="1883.1">there</span>
<span data-t="1883.4">was</span>
<span data-t="1883.6">a</span>
<span data-t="1883.7">lot</span>
<span data-t="1883.9">of</span>
<span data-t="1884.0">discussion</span>
<span data-t="1885.5">pretty</span>
<span data-t="1885.8">quickly</span>
<span data-t="1886.1">about</span>
<span data-t="1886.4">change</span>
<span data-t="1886.9">and</span>
<span data-t="1887.0">that</span>
<span data-t="1887.2">discussion.</span>
<span data-t="1888.4">Did</span>
<span data-t="1888.8">last</span>
<span data-t="1889.3">for</span>
<span data-t="1889.6">a</span>
<span data-t="1889.7">little,</span>
<span data-t="1889.9">like,</span>
<span data-t="1890.0">I</span>
<span data-t="1890.1">wish</span>
<span data-t="1890.3">I</span>
<span data-t="1890.5">had</span>
<span data-t="1890.7">pulled</span>
<span data-t="1891.0">us</span>
<span data-t="1891.1">out</span>
<span data-t="1891.3">of</span>
<span data-t="1891.4">that</span>
<span data-t="1891.6">a</span>
<span data-t="1891.6">little</span>
<span data-t="1891.8">sooner,</span>
<span data-t="1892.8">but</span>
<span data-t="1893.1">we</span>
<span data-t="1893.2">did</span>
<span data-t="1893.5">have</span>
<span data-t="1893.8">like</span>
<span data-t="1894.0">multiple</span>
<span data-t="1895.1">swim</span>
<span data-t="1895.4">lanes</span>
<span data-t="1895.8">in</span>
<span data-t="1896.2">parallel</span>
<span data-t="1897.0">on</span>
<span data-t="1897.1">the</span>
<span data-t="1897.2">infra</span>
<span data-t="1897.6">side</span>
<span data-t="1897.9">as</span>
<span data-t="1898.1">well.</span>
<span data-t="1898.8">and</span>
<span data-t="1899.0">then,</span>
<span data-t="1899.1">yeah,</span>
<span data-t="1899.3">I</span>
<span data-t="1899.4">think</span>
<span data-t="1899.5">Alex&#39;s</span>
<span data-t="1900.0">memory</span>
<span data-t="1900.4">of</span>
<span data-t="1900.8">how</span>
<span data-t="1901.0">we</span>
<span data-t="1901.2">pivoted</span>
<span data-t="1901.7">is,</span>
<span data-t="1902.0">is</span>
<span data-t="1902.3">actually</span>
<span data-t="1902.9">pretty</span>
<span data-t="1903.5">correct.</span>
<span data-t="1904.3">and</span>
<span data-t="1905.9">I</span>
<span data-t="1906.0">think</span>
<span data-t="1906.3">several</span>
<span data-t="1906.8">people</span>
<span data-t="1907.3">started</span>
<span data-t="1907.8">to</span>
<span data-t="1907.9">realize</span>
<span data-t="1908.4">what</span>
<span data-t="1908.5">happened</span>
<span data-t="1908.9">at</span>
<span data-t="1909.0">once.</span>
<span data-t="1909.3">So</span>
<span data-t="1909.4">we</span>
<span data-t="1909.5">got</span>
<span data-t="1909.8">the</span>
<span data-t="1909.9">email,</span>
<span data-t="1911.1">That,</span>
<span data-t="1911.6">Tinus</span>
<span data-t="1911.7">found</span>
<span data-t="1912.5">Tinus</span>
<span data-t="1913.4">Hamad.</span>
<span data-t="1913.8">Is</span>
<span data-t="1913.9">it</span>
<span data-t="1914.0">Tinus?</span>
<span data-t="1914.5">Am</span>
<span data-t="1914.6">I</span>
<span data-t="1914.7">right</span>
<span data-t="1914.9">on</span>
<span data-t="1915.0">my,</span>
<span data-t="1915.7">my</span>
<span data-t="1915.9">CTO&#39;s</span>
<span data-t="1916.4">name?</span>
<span data-t="1917.8">perfect.</span>
<span data-t="1918.7">One</span>
<span data-t="1918.9">of</span>
<span data-t="1919.0">you,</span>
<span data-t="1919.1">one</span>
<span data-t="1919.3">of</span>
<span data-t="1919.4">you,</span>
<span data-t="1919.9">what</span>
<span data-t="1920.2">happened</span>
<span data-t="1920.5">in</span>
<span data-t="1920.7">my</span>
<span data-t="1920.9">brain,</span>
<span data-t="1921.2">I</span>
<span data-t="1921.5">snapped</span>
<span data-t="1921.9">back</span>
<span data-t="1922.2">to</span>
<span data-t="1923.8">two</span>
<span data-t="1924.0">prior</span>
<span data-t="1924.5">incidents</span>
<span data-t="1924.9">I&#39;ve</span>
<span data-t="1925.0">seen</span>
<span data-t="1925.3">with</span>
<span data-t="1925.7">HVAC</span>
<span data-t="1926.0">failures</span>
<span data-t="1926.4">in</span>
<span data-t="1926.5">a</span>
<span data-t="1926.6">data</span>
<span data-t="1926.8">center</span>
<span data-t="1927.1">where</span>
<span data-t="1927.2">we</span>
<span data-t="1927.4">had</span>
<span data-t="1927.5">to</span>
<span data-t="1927.7">fail</span>
<span data-t="1927.9">out,</span>
<span data-t="1928.8">and</span>
<span data-t="1929.1">a</span>
<span data-t="1929.2">drill</span>
<span data-t="1929.5">that</span>
<span data-t="1929.7">I&#39;ve</span>
<span data-t="1929.9">run</span>
<span data-t="1930.3">where</span>
<span data-t="1930.4">we</span>
<span data-t="1930.6">did</span>
<span data-t="1930.8">this.</span>
<span data-t="1931.4">And</span>
<span data-t="1931.6">so</span>
<span data-t="1931.9">for</span>
<span data-t="1932.2">me,</span>
<span data-t="1932.6">as</span>
<span data-t="1932.7">soon</span>
<span data-t="1933.0">as</span>
<span data-t="1933.1">that</span>
<span data-t="1933.3">came</span>
<span data-t="1933.6">in,</span>
<span data-t="1933.8">I</span>
<span data-t="1933.9">think</span>
<span data-t="1934.1">there</span>
<span data-t="1934.3">was</span>
<span data-t="1934.4">a</span>
<span data-t="1934.5">moment</span>
<span data-t="1935.0">that,</span>
<span data-t="1935.2">if</span>
<span data-t="1935.4">I&#39;m</span>
<span data-t="1935.5">remembering</span>
<span data-t="1936.0">it</span>
<span data-t="1936.1">right,</span>
<span data-t="1936.4">like</span>
<span data-t="1936.6">we</span>
<span data-t="1936.7">were</span>
<span data-t="1936.9">sort</span>
<span data-t="1937.2">of</span>
<span data-t="1938.8">mid</span>
<span data-t="1939.2">can,</span>
<span data-t="1939.4">or</span>
<span data-t="1939.6">I</span>
<span data-t="1939.8">was</span>
<span data-t="1939.9">asking</span>
<span data-t="1940.3">questions</span>
<span data-t="1940.7">or</span>
<span data-t="1940.8">something</span>
<span data-t="1941.2">and,</span>
<span data-t="1941.4">and</span>
<span data-t="1941.5">I</span>
<span data-t="1941.6">actually</span>
<span data-t="1941.9">told</span>
<span data-t="1942.1">Alex</span>
<span data-t="1942.4">like,</span>
<span data-t="1942.5">I&#39;m</span>
<span data-t="1942.6">gonna</span>
<span data-t="1942.8">have</span>
<span data-t="1943.0">to</span>
<span data-t="1943.0">hard</span>
<span data-t="1943.3">pivot</span>
<span data-t="1943.5">the</span>
<span data-t="1943.6">bridge</span>
<span data-t="1943.9">right</span>
<span data-t="1944.1">now.</span>
<span data-t="1944.5">And</span>
<span data-t="1944.9">I</span>
<span data-t="1945.0">think</span>
<span data-t="1945.2">as</span>
<span data-t="1945.6">that</span>
<span data-t="1945.7">was</span>
<span data-t="1945.9">happening.</span>
<span data-t="1947.3">It</span>
<span data-t="1947.4">was</span>
<span data-t="1947.6">either</span>
<span data-t="1948.1">Tanya</span>
<span data-t="1949.4">or</span>
<span data-t="1951.1">I</span>
<span data-t="1951.3">think</span>
<span data-t="1951.5">it</span>
<span data-t="1951.6">was</span>
<span data-t="1951.8">Tanya,</span>
<span data-t="1952.2">someone</span>
<span data-t="1952.6">else,</span>
<span data-t="1953.1">like</span>
<span data-t="1953.7">light</span>
<span data-t="1954.1">bulb</span>
<span data-t="1954.4">went</span>
<span data-t="1954.6">on</span>
<span data-t="1954.7">at</span>
<span data-t="1954.9">the</span>
<span data-t="1954.9">same</span>
<span data-t="1955.3">time.</span>
<span data-t="1956.1">Um,</span>
<span data-t="1956.4">so</span>
<span data-t="1956.6">I</span>
<span data-t="1956.7">feel</span>
<span data-t="1957.0">like</span>
<span data-t="1957.2">as</span>
<span data-t="1957.3">soon</span>
<span data-t="1957.6">as</span>
<span data-t="1957.7">we</span>
<span data-t="1957.9">knew</span>
<span data-t="1958.2">that</span>
<span data-t="1958.8">that</span>
<span data-t="1959.2">email</span>
<span data-t="1959.6">happened,</span>
<span data-t="1960.9">several</span>
<span data-t="1961.5">of</span>
<span data-t="1961.7">us</span>
<span data-t="1961.9">very</span>
<span data-t="1962.3">quickly</span>
<span data-t="1962.7">got</span>
<span data-t="1962.9">to</span>
<span data-t="1963.0">the</span>
<span data-t="1963.1">point</span>
<span data-t="1963.5">of</span>
<span data-t="1963.6">like,</span>
<span data-t="1964.7">we</span>
<span data-t="1964.8">didn&#39;t</span>
<span data-t="1965.0">necessarily</span>
<span data-t="1965.7">know</span>
<span data-t="1966.0">that</span>
<span data-t="1966.2">the</span>
<span data-t="1966.3">data</span>
<span data-t="1966.6">center</span>
<span data-t="1967.0">was</span>
<span data-t="1967.4">restarting</span>
<span data-t="1967.9">the</span>
<span data-t="1968.0">server.</span>
<span data-t="1968.4">And</span>
<span data-t="1968.5">I</span>
<span data-t="1968.6">still</span>
<span data-t="1968.8">have</span>
<span data-t="1969.0">a</span>
<span data-t="1969.0">lot</span>
<span data-t="1969.3">of</span>
<span data-t="1969.3">questions</span>
<span data-t="1969.9">actually</span>
<span data-t="1970.3">about</span>
<span data-t="1970.6">the</span>
<span data-t="1970.8">like,</span>
<span data-t="1971.0">mechanics</span>
<span data-t="1971.9">of</span>
<span data-t="1972.0">were</span>
<span data-t="1972.1">they</span>
<span data-t="1972.3">actually</span>
<span data-t="1972.8">restarting</span>
<span data-t="1973.2">the</span>
<span data-t="1973.3">server,</span>
<span data-t="1973.8">but</span>
<span data-t="1974.6">we</span>
<span data-t="1974.9">knew</span>
<span data-t="1975.3">that</span>
<span data-t="1975.9">there</span>
<span data-t="1976.2">is</span>
<span data-t="1976.3">an</span>
<span data-t="1976.5">infra</span>
<span data-t="1976.8">level</span>
<span data-t="1977.2">equipment</span>
<span data-t="1977.7">failure.</span>
<span data-t="1978.0">We&#39;re</span>
<span data-t="1978.2">going</span>
<span data-t="1978.5">to</span>
<span data-t="1978.6">have</span>
<span data-t="1978.9">to</span>
<span data-t="1979.0">get</span>
<span data-t="1979.2">out</span>
<span data-t="1979.4">of</span>
<span data-t="1979.5">there</span>
<span data-t="1979.8">or</span>
<span data-t="1980.0">we&#39;re</span>
<span data-t="1980.1">going</span>
<span data-t="1980.4">to</span>
<span data-t="1980.5">be</span>
<span data-t="1980.7">sort</span>
<span data-t="1980.9">of</span>
<span data-t="1981.0">at</span>
<span data-t="1981.1">the</span>
<span data-t="1981.2">mercy</span>
<span data-t="1981.6">of</span>
<span data-t="1981.8">them</span>
<span data-t="1982.0">getting</span>
<span data-t="1982.2">H,</span>
<span data-t="1982.5">the</span>
<span data-t="1982.9">HVAC</span>
<span data-t="1983.2">back</span>
<span data-t="1983.4">online.</span>
<span data-t="1984.4">And</span>
<span data-t="1984.5">in</span>
<span data-t="1984.6">my</span>
<span data-t="1984.9">head</span>
<span data-t="1985.1">I&#39;m</span>
<span data-t="1985.2">also</span>
<span data-t="1985.5">thinking</span>
<span data-t="1985.8">through</span>
<span data-t="1986.0">all</span>
<span data-t="1986.3">of</span>
<span data-t="1986.4">the</span>
<span data-t="1986.5">repercussions</span>
<span data-t="1987.3">that</span>
<span data-t="1987.4">can</span>
<span data-t="1987.6">come</span>
<span data-t="1987.9">from</span>
<span data-t="1988.5">sudden</span>
<span data-t="1988.8">heat</span>
<span data-t="1989.1">failures,</span>
<span data-t="1989.6">such</span>
<span data-t="1989.8">as</span>
<span data-t="1990.1">blown</span>
<span data-t="1990.4">equipment</span>
<span data-t="1990.9">and</span>
<span data-t="1991.4">ways</span>
<span data-t="1991.8">that</span>
<span data-t="1992.2">heat</span>
<span data-t="1992.5">doesn&#39;t</span>
<span data-t="1992.8">dissipate</span>
<span data-t="1993.2">and</span>
<span data-t="1993.3">all</span>
<span data-t="1993.4">of</span>
<span data-t="1993.6">this.</span>
<span data-t="1994.3">And</span>
<span data-t="1994.4">I</span>
<span data-t="1994.5">think</span>
<span data-t="1994.8">that</span>
<span data-t="1995.0">was</span>
<span data-t="1995.2">the</span>
<span data-t="1995.3">moment</span>
<span data-t="1995.5">that</span>
<span data-t="1995.6">we</span>
<span data-t="1995.7">pivoted</span>
<span data-t="1996.1">the</span>
<span data-t="1996.2">bridge</span>
<span data-t="1996.5">pretty</span>
<span data-t="1996.8">quickly.</span>
<span data-t="1997.3">But</span>
<span data-t="1997.5">we</span>
<span data-t="1997.7">did</span>
<span data-t="1998.0">have</span>
<span data-t="1998.4">infra</span>
<span data-t="1998.8">level</span>
<span data-t="1999.7">swim</span>
<span data-t="2000.0">lanes</span>
<span data-t="2000.3">going</span>
<span data-t="2000.7">prior</span>
<span data-t="2001.0">to</span>
<span data-t="2001.1">that</span>
<span data-t="2001.3">point.</span>
</p>
<cite>Eric</cite>
<time>33:22</time>
<p>
<span data-t="2002.0">that</span>
<span data-t="2002.7">you</span>
<span data-t="2002.9">all</span>
<span data-t="2003.1">have</span>
<span data-t="2004.0">included</span>
<span data-t="2004.6">those.</span>
<span data-t="2005.6">I</span>
<span data-t="2005.7">absolutely</span>
<span data-t="2006.2">have</span>
<span data-t="2006.4">evidence</span>
<span data-t="2006.8">for</span>
<span data-t="2007.0">all</span>
<span data-t="2007.2">of</span>
<span data-t="2007.3">that</span>
<span data-t="2007.9">that</span>
<span data-t="2008.3">I</span>
<span data-t="2008.3">can</span>
<span data-t="2008.5">bring</span>
<span data-t="2008.8">forward</span>
<span data-t="2009.2">into</span>
<span data-t="2009.4">the</span>
<span data-t="2009.4">document</span>
<span data-t="2010.4">and,</span>
<span data-t="2010.8">in</span>
<span data-t="2011.1">my</span>
<span data-t="2011.3">haste</span>
<span data-t="2011.8">to</span>
<span data-t="2011.9">try</span>
<span data-t="2012.1">to</span>
<span data-t="2012.2">get</span>
<span data-t="2012.4">to</span>
<span data-t="2012.5">the,</span>
<span data-t="2013.2">to</span>
<span data-t="2013.4">the</span>
<span data-t="2013.4">major</span>
<span data-t="2013.8">plot</span>
<span data-t="2014.1">points.</span>
<span data-t="2015.1">I</span>
<span data-t="2015.2">missed</span>
<span data-t="2015.5">some</span>
<span data-t="2016.0">and</span>
<span data-t="2016.1">so</span>
<span data-t="2016.3">thank</span>
<span data-t="2016.5">you</span>
<span data-t="2016.6">very</span>
<span data-t="2016.9">much,</span>
<span data-t="2018.3">delighted</span>
<span data-t="2019.3">with</span>
<span data-t="2019.7">your</span>
<span data-t="2019.9">contributions</span>
<span data-t="2020.7">to</span>
<span data-t="2020.9">our,</span>
<span data-t="2021.3">improved</span>
<span data-t="2021.8">narrative.</span>
<span data-t="2024.3">Hamed,</span>
<span data-t="2024.8">are</span>
<span data-t="2024.9">there</span>
<span data-t="2025.0">any</span>
<span data-t="2025.3">things</span>
<span data-t="2025.8">that</span>
<span data-t="2026.0">you</span>
<span data-t="2026.8">would</span>
<span data-t="2027.1">like</span>
<span data-t="2027.3">to</span>
<span data-t="2027.4">add</span>
<span data-t="2027.8">to</span>
<span data-t="2027.9">what</span>
<span data-t="2028.2">Alex</span>
<span data-t="2028.5">or</span>
<span data-t="2028.6">Sarah</span>
<span data-t="2029.0">have</span>
<span data-t="2029.0">said</span>
<span data-t="2029.4">before</span>
<span data-t="2029.7">I</span>
<span data-t="2029.7">move</span>
<span data-t="2030.0">on</span>
<span data-t="2030.2">from</span>
<span data-t="2030.4">the</span>
<span data-t="2030.5">narrative?</span>
<span data-t="2030.9">I.</span>
<span data-t="2032.5">Or</span>
<span data-t="2032.7">any</span>
<span data-t="2033.0">of</span>
<span data-t="2033.1">your</span>
<span data-t="2033.3">many</span>
<span data-t="2033.6">roles.</span>
</p>
<cite>Hamed</cite>
<time>33:57</time>
<p>
<span data-t="2037.5">So</span>
<span data-t="2037.6">I&#39;m</span>
<span data-t="2037.7">gonna</span>
<span data-t="2037.9">wear</span>
<span data-t="2038.3">my</span>
<span data-t="2038.7">Bob,</span>
<span data-t="2039.2">the</span>
<span data-t="2039.3">customer</span>
<span data-t="2039.8">service</span>
<span data-t="2040.2">hat.</span>
<span data-t="2040.6">Now.</span>
<span data-t="2041.9">I</span>
<span data-t="2041.9">think</span>
<span data-t="2042.2">initially</span>
<span data-t="2042.5">what</span>
<span data-t="2042.8">worth</span>
<span data-t="2043.1">mentioning</span>
<span data-t="2043.8">is</span>
<span data-t="2044.6">as</span>
<span data-t="2044.9">a</span>
<span data-t="2045.0">business,</span>
<span data-t="2045.5">we</span>
<span data-t="2045.6">were</span>
<span data-t="2045.8">completely,</span>
<span data-t="2047.3">we</span>
<span data-t="2047.4">we&#39;re</span>
<span data-t="2047.5">caught</span>
<span data-t="2048.2">off</span>
<span data-t="2048.5">guard</span>
<span data-t="2050.3">I</span>
<span data-t="2050.6">started,</span>
<span data-t="2051.2">my</span>
<span data-t="2051.3">team</span>
<span data-t="2051.6">started</span>
<span data-t="2051.9">receiving</span>
<span data-t="2052.4">a</span>
<span data-t="2052.5">lot</span>
<span data-t="2052.8">of</span>
<span data-t="2053.6">calls</span>
<span data-t="2054.1">and</span>
<span data-t="2054.2">complaints</span>
<span data-t="2054.8">from</span>
<span data-t="2055.0">customers,</span>
<span data-t="2056.6">I</span>
<span data-t="2056.8">didn&#39;t</span>
<span data-t="2057.5">had</span>
<span data-t="2057.8">initially</span>
<span data-t="2058.2">from</span>
<span data-t="2058.4">internal,</span>
<span data-t="2058.8">oh,</span>
<span data-t="2059.0">there&#39;s</span>
<span data-t="2059.2">something</span>
<span data-t="2060.5">going</span>
<span data-t="2060.9">on.</span>
<span data-t="2061.9">which</span>
<span data-t="2062.9">kind</span>
<span data-t="2063.1">of.</span>
<span data-t="2063.3">It</span>
<span data-t="2064.2">me</span>
<span data-t="2064.4">off</span>
<span data-t="2065.3">because</span>
<span data-t="2065.8">instead</span>
<span data-t="2066.2">of</span>
<span data-t="2066.4">like</span>
<span data-t="2066.5">focusing,</span>
<span data-t="2067.5">putting</span>
<span data-t="2067.9">a</span>
<span data-t="2068.5">status</span>
<span data-t="2069.0">page</span>
<span data-t="2069.3">job,</span>
<span data-t="2069.7">managing</span>
<span data-t="2070.2">customer</span>
<span data-t="2070.7">calls,</span>
<span data-t="2071.1">I</span>
<span data-t="2071.2">was</span>
<span data-t="2071.4">just</span>
<span data-t="2073.0">trying</span>
<span data-t="2073.4">to</span>
<span data-t="2073.6">figure</span>
<span data-t="2073.9">out</span>
<span data-t="2074.8">or</span>
<span data-t="2075.0">asking</span>
<span data-t="2075.4">for</span>
<span data-t="2075.5">the</span>
<span data-t="2075.6">pressure.</span>
<span data-t="2076.2">Sarah</span>
<span data-t="2076.7">and</span>
<span data-t="2076.9">Alex,</span>
<span data-t="2077.4">what,</span>
<span data-t="2077.7">what</span>
<span data-t="2077.9">is</span>
<span data-t="2078.0">happening?</span>
<span data-t="2078.4">What</span>
<span data-t="2078.6">do</span>
<span data-t="2078.6">I</span>
<span data-t="2078.7">tell?</span>
<span data-t="2079.0">What</span>
<span data-t="2080.2">is</span>
<span data-t="2080.3">it?</span>
<span data-t="2080.6">Do</span>
<span data-t="2080.7">we</span>
<span data-t="2080.8">really</span>
<span data-t="2081.2">have</span>
<span data-t="2081.3">an</span>
<span data-t="2081.4">issue,</span>
<span data-t="2081.8">do</span>
<span data-t="2081.9">we</span>
<span data-t="2082.0">not?</span>
<span data-t="2083.2">for</span>
<span data-t="2083.4">me</span>
<span data-t="2083.5">that</span>
<span data-t="2083.7">was</span>
<span data-t="2083.8">like</span>
<span data-t="2084.0">a</span>
<span data-t="2085.4">diff</span>
<span data-t="2085.7">difficult</span>
<span data-t="2086.2">part</span>
<span data-t="2086.6">in</span>
<span data-t="2086.7">the</span>
<span data-t="2086.9">big</span>
<span data-t="2087.2">beginning,</span>
</p>
<cite>Eric</cite>
<time>34:48</time>
<p>
<span data-t="2088.6">am</span>
<span data-t="2088.8">I</span>
<span data-t="2088.9">paraphrasing</span>
<span data-t="2089.5">this</span>
<span data-t="2089.7">well?</span>
<span data-t="2090.0">As</span>
<span data-t="2090.1">I</span>
<span data-t="2090.2">typed</span>
<span data-t="2090.5">this</span>
<span data-t="2090.7">into</span>
<span data-t="2090.8">the</span>
<span data-t="2090.9">doc,</span>
<span data-t="2091.3">you,</span>
<span data-t="2091.6">you</span>
<span data-t="2091.8">were</span>
<span data-t="2091.9">unable</span>
<span data-t="2092.3">to</span>
<span data-t="2092.4">focus</span>
<span data-t="2092.8">on</span>
<span data-t="2093.0">your</span>
<span data-t="2093.1">primary</span>
<span data-t="2094.5">communications</span>
<span data-t="2095.2">with</span>
<span data-t="2095.3">customers</span>
<span data-t="2095.8">because</span>
<span data-t="2096.3">you</span>
<span data-t="2096.4">were</span>
<span data-t="2096.5">so</span>
<span data-t="2096.7">busy</span>
<span data-t="2097.0">trying</span>
<span data-t="2097.2">to</span>
<span data-t="2097.3">understand</span>
<span data-t="2097.7">what</span>
<span data-t="2097.8">was</span>
<span data-t="2097.9">happening.</span>
<span data-t="2098.7">You</span>
<span data-t="2098.8">didn&#39;t</span>
<span data-t="2099.0">even</span>
<span data-t="2099.2">have</span>
<span data-t="2099.4">a</span>
<span data-t="2099.4">status</span>
<span data-t="2099.7">you</span>
<span data-t="2099.8">could</span>
<span data-t="2100.0">tell</span>
<span data-t="2100.2">them</span>
</p>
<cite>Hamed</cite>
<time>35:00</time>
<p>
<span data-t="2100.6">yeah.</span>
</p>
<cite>Eric</cite>
<time>35:01</time>
<p>
<span data-t="2101.1">I.</span>
</p>
<cite>Hamed</cite>
<time>35:03</time>
<p>
<span data-t="2103.5">Yeah.</span>
<span data-t="2104.6">Normally,</span>
<span data-t="2104.7">uh,</span>
<span data-t="2105.0">what</span>
<span data-t="2105.2">happens</span>
<span data-t="2105.6">is,</span>
<span data-t="2105.9">is</span>
<span data-t="2106.2">an</span>
<span data-t="2106.3">incident,</span>
<span data-t="2107.6">raised</span>
<span data-t="2108.7">through</span>
<span data-t="2109.4">internal</span>
<span data-t="2110.0">mechanism</span>
<span data-t="2110.6">being</span>
<span data-t="2111.0">alerting</span>
<span data-t="2111.4">or</span>
<span data-t="2111.6">someone</span>
<span data-t="2111.9">notice</span>
<span data-t="2112.1">it.</span>
<span data-t="2112.9">This</span>
<span data-t="2113.1">one</span>
<span data-t="2113.3">was</span>
<span data-t="2113.6">like</span>
<span data-t="2113.8">a</span>
<span data-t="2113.8">deluge</span>
<span data-t="2114.5">of</span>
<span data-t="2116.0">customer</span>
<span data-t="2116.6">calls.</span>
<span data-t="2117.1">What</span>
<span data-t="2117.4">happened?</span>
<span data-t="2117.8">What</span>
<span data-t="2118.0">is</span>
<span data-t="2118.0">going</span>
<span data-t="2118.3">on?</span>
<span data-t="2118.6">What&#39;s</span>
<span data-t="2118.7">happening</span>
<span data-t="2119.1">to</span>
<span data-t="2119.2">my</span>
<span data-t="2119.3">order?</span>
<span data-t="2120.6">I</span>
<span data-t="2120.7">didn&#39;t</span>
<span data-t="2120.9">have</span>
<span data-t="2121.1">anything</span>
<span data-t="2121.6">internally</span>
<span data-t="2122.1">looking</span>
<span data-t="2122.6">wrong</span>
<span data-t="2123.0">immediately,</span>
<span data-t="2123.7">so</span>
</p>
<cite>Sarah Butt</cite>
<time>35:24</time>
<p>
<span data-t="2124.4">I</span>
<span data-t="2124.5">think</span>
<span data-t="2124.6">to</span>
<span data-t="2124.8">say</span>
<span data-t="2125.0">the</span>
<span data-t="2125.3">quiet</span>
<span data-t="2125.7">part</span>
<span data-t="2125.9">out</span>
<span data-t="2126.1">loud,</span>
<span data-t="2127.0">I</span>
<span data-t="2127.2">think</span>
<span data-t="2127.4">what</span>
<span data-t="2127.6">Bob&#39;s</span>
<span data-t="2127.9">trying</span>
<span data-t="2128.2">to</span>
<span data-t="2128.4">express</span>
<span data-t="2129.0">is,</span>
<span data-t="2129.5">a</span>
<span data-t="2129.6">little</span>
<span data-t="2129.9">bit</span>
<span data-t="2130.3">of.</span>
<span data-t="2132.0">Some</span>
<span data-t="2132.3">emotion.</span>
<span data-t="2132.8">I&#39;m</span>
<span data-t="2132.9">not</span>
<span data-t="2133.1">going</span>
<span data-t="2133.3">to</span>
<span data-t="2133.4">tell</span>
<span data-t="2133.7">say</span>
<span data-t="2134.0">if</span>
<span data-t="2134.1">it&#39;s</span>
<span data-t="2134.3">confusion</span>
<span data-t="2134.8">or</span>
<span data-t="2134.9">frustration</span>
<span data-t="2135.3">or</span>
<span data-t="2135.4">what,</span>
<span data-t="2135.6">but</span>
<span data-t="2135.7">some</span>
<span data-t="2135.9">emotion</span>
<span data-t="2136.8">that</span>
<span data-t="2137.0">I</span>
<span data-t="2137.1">think,</span>
<span data-t="2137.6">I</span>
<span data-t="2137.8">mean,</span>
<span data-t="2138.0">I</span>
<span data-t="2138.2">shared</span>
<span data-t="2138.5">as</span>
<span data-t="2138.7">well,</span>
<span data-t="2139.2">of</span>
<span data-t="2139.6">surprise</span>
<span data-t="2140.7">that</span>
<span data-t="2142.4">we</span>
<span data-t="2142.6">didn&#39;t</span>
<span data-t="2142.9">have</span>
<span data-t="2143.4">a</span>
<span data-t="2143.6">monitoring</span>
<span data-t="2145.1">alert</span>
<span data-t="2145.7">or,</span>
<span data-t="2146.8">anything,</span>
<span data-t="2147.2">because</span>
<span data-t="2147.5">I</span>
<span data-t="2147.5">think</span>
<span data-t="2147.7">we</span>
<span data-t="2148.0">did</span>
<span data-t="2148.3">see,</span>
<span data-t="2148.7">and</span>
<span data-t="2148.9">Alex</span>
<span data-t="2149.2">knows</span>
<span data-t="2149.4">better,</span>
<span data-t="2149.7">he</span>
<span data-t="2149.8">was</span>
<span data-t="2149.9">in</span>
<span data-t="2150.1">the</span>
<span data-t="2150.1">Grafana.</span>
<span data-t="2150.5">I</span>
<span data-t="2150.7">wasn&#39;t</span>
<span data-t="2150.9">in</span>
<span data-t="2151.0">the</span>
<span data-t="2151.1">dashboards,</span>
<span data-t="2151.6">but</span>
<span data-t="2151.7">I,</span>
<span data-t="2152.0">I</span>
<span data-t="2152.1">think</span>
<span data-t="2152.2">we</span>
<span data-t="2152.3">did</span>
<span data-t="2152.5">see</span>
<span data-t="2152.8">like</span>
<span data-t="2153.0">the</span>
<span data-t="2153.1">volume</span>
<span data-t="2153.6">drop</span>
<span data-t="2153.8">off</span>
<span data-t="2154.1">and</span>
<span data-t="2154.2">stuff.</span>
<span data-t="2154.5">So,</span>
<span data-t="2155.5">I</span>
<span data-t="2155.7">think</span>
<span data-t="2156.0">there</span>
<span data-t="2157.0">was,</span>
<span data-t="2158.2">I</span>
<span data-t="2158.3">think</span>
<span data-t="2158.5">what</span>
<span data-t="2158.6">I&#39;m</span>
<span data-t="2158.7">hearing,</span>
<span data-t="2159.1">and</span>
<span data-t="2159.2">I,</span>
<span data-t="2159.4">and</span>
<span data-t="2159.5">I</span>
<span data-t="2159.7">agree,</span>
<span data-t="2159.9">was</span>
<span data-t="2160.0">like</span>
<span data-t="2160.3">there</span>
<span data-t="2160.5">was</span>
<span data-t="2160.7">surprise</span>
<span data-t="2161.5">that</span>
<span data-t="2161.7">this</span>
<span data-t="2161.9">was</span>
<span data-t="2162.1">not</span>
<span data-t="2162.4">detected</span>
<span data-t="2163.0">internally</span>
<span data-t="2163.8">and</span>
<span data-t="2164.0">that</span>
<span data-t="2165.7">created,</span>
<span data-t="2166.6">a</span>
<span data-t="2166.8">little</span>
<span data-t="2167.1">bit</span>
<span data-t="2167.3">more</span>
<span data-t="2167.6">of</span>
<span data-t="2167.7">the</span>
<span data-t="2167.9">initial</span>
<span data-t="2168.4">crush</span>
<span data-t="2168.8">and</span>
<span data-t="2169.1">saturation</span>
<span data-t="2169.8">that</span>
<span data-t="2169.9">we</span>
<span data-t="2170.0">had</span>
<span data-t="2170.4">on</span>
<span data-t="2170.7">the</span>
<span data-t="2171.1">biz</span>
<span data-t="2171.4">comms</span>
<span data-t="2171.8">side</span>
<span data-t="2172.8">because</span>
<span data-t="2173.2">it</span>
<span data-t="2173.3">was</span>
<span data-t="2173.5">all</span>
<span data-t="2173.7">coming</span>
<span data-t="2174.2">in,</span>
<span data-t="2174.6">like</span>
<span data-t="2175.0">we</span>
<span data-t="2175.1">were</span>
<span data-t="2175.2">trying</span>
<span data-t="2175.5">to</span>
<span data-t="2175.7">give</span>
<span data-t="2175.9">information</span>
<span data-t="2176.5">and</span>
<span data-t="2176.7">get</span>
<span data-t="2176.9">information</span>
<span data-t="2178.1">via</span>
<span data-t="2178.4">biz</span>
<span data-t="2178.7">comms</span>
<span data-t="2179.1">and</span>
<span data-t="2179.3">customers,</span>
<span data-t="2180.1">which</span>
<span data-t="2180.3">was</span>
<span data-t="2180.4">a</span>
<span data-t="2180.5">lot</span>
<span data-t="2180.7">of</span>
<span data-t="2180.8">this</span>
<span data-t="2180.9">was</span>
<span data-t="2181.1">being</span>
<span data-t="2181.3">done</span>
<span data-t="2181.5">by</span>
<span data-t="2181.7">Alex.</span>
<span data-t="2182.7">Versus</span>
<span data-t="2184.3">us</span>
<span data-t="2184.9">knowing</span>
<span data-t="2185.6">and</span>
<span data-t="2185.7">having,</span>
<span data-t="2186.4">you</span>
<span data-t="2186.5">know,</span>
<span data-t="2186.7">like</span>
<span data-t="2186.9">we</span>
<span data-t="2187.1">have</span>
<span data-t="2187.2">an</span>
<span data-t="2187.4">issue,</span>
<span data-t="2187.7">we&#39;re</span>
<span data-t="2187.9">standing</span>
<span data-t="2188.2">everything</span>
<span data-t="2188.6">up.</span>
<span data-t="2188.8">We&#39;re</span>
<span data-t="2188.9">already</span>
<span data-t="2189.1">looking</span>
<span data-t="2189.4">at</span>
<span data-t="2189.6">it</span>
<span data-t="2189.7">and</span>
<span data-t="2189.8">just</span>
<span data-t="2190.0">pushing</span>
<span data-t="2190.4">to</span>
<span data-t="2190.5">customers.</span>
<span data-t="2191.1">I</span>
<span data-t="2191.2">think</span>
<span data-t="2191.3">that</span>
<span data-t="2191.6">bidirectional</span>
<span data-t="2192.2">communication</span>
<span data-t="2193.4">made</span>
<span data-t="2193.8">for</span>
<span data-t="2194.0">a</span>
<span data-t="2194.1">pretty,</span>
<span data-t="2194.4">like</span>
<span data-t="2194.6">Bob</span>
<span data-t="2194.9">was</span>
<span data-t="2195.0">pretty</span>
<span data-t="2195.2">crushed</span>
<span data-t="2196.1">at</span>
<span data-t="2196.2">one</span>
<span data-t="2196.4">point</span>
<span data-t="2196.7">because</span>
<span data-t="2196.9">we&#39;re</span>
<span data-t="2197.0">telling</span>
<span data-t="2197.3">him</span>
<span data-t="2197.5">like,</span>
<span data-t="2198.2">do</span>
<span data-t="2198.4">a</span>
<span data-t="2198.5">status</span>
<span data-t="2198.8">page.</span>
<span data-t="2199.1">Also,</span>
<span data-t="2199.5">we</span>
<span data-t="2199.6">need</span>
<span data-t="2199.8">to</span>
<span data-t="2199.9">know</span>
<span data-t="2200.0">the</span>
<span data-t="2200.1">customer</span>
<span data-t="2200.5">experiences.</span>
</p>
<cite>Eric</cite>
<time>36:41</time>
<p>
<span data-t="2201.6">need</span>
<span data-t="2201.8">to</span>
<span data-t="2201.8">take</span>
<span data-t="2202.1">a</span>
<span data-t="2202.1">moment</span>
<span data-t="2202.8">to</span>
<span data-t="2203.0">go</span>
<span data-t="2203.3">meta</span>
<span data-t="2203.7">in</span>
<span data-t="2203.9">our</span>
<span data-t="2204.0">conversation,</span>
<span data-t="2204.9">step</span>
<span data-t="2205.3">out</span>
<span data-t="2205.6">of</span>
<span data-t="2205.8">the</span>
<span data-t="2205.8">retro</span>
<span data-t="2206.6">and</span>
<span data-t="2206.8">make</span>
<span data-t="2207.0">an</span>
<span data-t="2207.1">observation</span>
<span data-t="2207.8">about</span>
<span data-t="2208.8">the</span>
<span data-t="2209.0">retro</span>
<span data-t="2209.4">we&#39;re</span>
<span data-t="2209.6">having,</span>
<span data-t="2210.0">having</span>
<span data-t="2210.3">sat</span>
<span data-t="2210.6">through</span>
<span data-t="2210.8">a</span>
<span data-t="2210.9">lot</span>
<span data-t="2211.0">of</span>
<span data-t="2211.1">retros.</span>
<span data-t="2211.7">one</span>
<span data-t="2212.0">of</span>
<span data-t="2212.2">the</span>
<span data-t="2212.4">experiences</span>
<span data-t="2213.3">for</span>
<span data-t="2213.5">me</span>
<span data-t="2213.8">as</span>
<span data-t="2213.9">an</span>
<span data-t="2214.0">analyst</span>
<span data-t="2214.6">in</span>
<span data-t="2214.8">this</span>
<span data-t="2215.7">is</span>
<span data-t="2216.0">that</span>
<span data-t="2216.2">I</span>
<span data-t="2216.3">have</span>
<span data-t="2216.5">never</span>
<span data-t="2216.9">analyzed</span>
<span data-t="2217.5">an</span>
<span data-t="2217.6">incident</span>
<span data-t="2218.1">where</span>
<span data-t="2218.5">my</span>
<span data-t="2218.7">participants</span>
<span data-t="2219.5">already</span>
<span data-t="2219.8">knew</span>
<span data-t="2220.0">so</span>
<span data-t="2220.2">much</span>
<span data-t="2220.4">about</span>
<span data-t="2220.6">resilience</span>
<span data-t="2221.1">engineering.</span>
<span data-t="2223.0">So</span>
<span data-t="2223.2">there</span>
<span data-t="2223.6">there</span>
<span data-t="2223.8">are</span>
<span data-t="2225.6">that</span>
<span data-t="2225.8">Alex</span>
<span data-t="2226.3">and</span>
<span data-t="2226.5">Sarah</span>
<span data-t="2226.8">are</span>
<span data-t="2227.0">bringing</span>
<span data-t="2227.4">forward</span>
<span data-t="2228.4">that,</span>
<span data-t="2229.0">I</span>
<span data-t="2229.1">need</span>
<span data-t="2229.4">a</span>
<span data-t="2229.5">moment</span>
<span data-t="2229.9">for</span>
<span data-t="2230.2">the</span>
<span data-t="2230.4">audience</span>
<span data-t="2231.0">to</span>
<span data-t="2231.1">recognize</span>
<span data-t="2232.0">are</span>
<span data-t="2232.5">deep</span>
<span data-t="2233.4">insights</span>
<span data-t="2234.1">and</span>
<span data-t="2234.3">extremely</span>
<span data-t="2234.9">unusual.</span>
<span data-t="2236.7">These</span>
<span data-t="2237.0">two</span>
<span data-t="2237.3">are</span>
<span data-t="2237.5">rock</span>
<span data-t="2237.8">stars</span>
<span data-t="2238.4">as</span>
<span data-t="2238.6">incident</span>
<span data-t="2239.0">commanders</span>
<span data-t="2239.9">with</span>
<span data-t="2240.1">a</span>
<span data-t="2240.2">lot</span>
<span data-t="2240.5">of</span>
<span data-t="2240.6">experience</span>
<span data-t="2241.3">in</span>
<span data-t="2241.6">the</span>
<span data-t="2241.6">complexity</span>
<span data-t="2242.2">of</span>
<span data-t="2242.3">being</span>
<span data-t="2242.6">in</span>
<span data-t="2242.7">incidents</span>
<span data-t="2243.7">and,</span>
<span data-t="2244.2">and</span>
<span data-t="2244.4">they,</span>
<span data-t="2244.8">they</span>
<span data-t="2245.1">are</span>
<span data-t="2245.4">speaking</span>
<span data-t="2246.0">about</span>
<span data-t="2246.3">this</span>
<span data-t="2246.8">with</span>
<span data-t="2247.0">a,</span>
<span data-t="2247.4">a.</span>
<span data-t="2248.6">There&#39;s</span>
<span data-t="2248.8">no</span>
<span data-t="2248.9">better</span>
<span data-t="2249.1">word</span>
<span data-t="2249.4">for</span>
<span data-t="2249.6">it.</span>
<span data-t="2249.7">The,</span>
<span data-t="2249.8">the,</span>
<span data-t="2250.1">this</span>
<span data-t="2250.4">is</span>
<span data-t="2250.6">fluency</span>
<span data-t="2252.0">of</span>
<span data-t="2252.2">expertise</span>
<span data-t="2253.8">and,</span>
<span data-t="2254.2">in</span>
<span data-t="2254.6">the</span>
<span data-t="2254.7">resilience</span>
<span data-t="2255.1">engineering</span>
<span data-t="2255.4">space,</span>
<span data-t="2255.7">we</span>
<span data-t="2255.8">have</span>
<span data-t="2255.9">a</span>
<span data-t="2255.9">law</span>
<span data-t="2256.2">for</span>
<span data-t="2256.4">it.</span>
<span data-t="2256.4">I&#39;m</span>
<span data-t="2256.5">gonna</span>
<span data-t="2256.7">sort</span>
<span data-t="2257.0">of</span>
<span data-t="2257.0">skip</span>
<span data-t="2257.4">some</span>
<span data-t="2257.5">of</span>
<span data-t="2257.6">those</span>
<span data-t="2257.7">details.</span>
<span data-t="2258.7">But</span>
<span data-t="2258.9">when</span>
<span data-t="2259.2">Alex</span>
<span data-t="2259.7">was,</span>
<span data-t="2261.0">first</span>
<span data-t="2262.0">challenging,</span>
<span data-t="2262.6">what</span>
<span data-t="2262.8">I&#39;ve</span>
<span data-t="2263.0">left</span>
<span data-t="2263.2">in</span>
<span data-t="2263.3">the</span>
<span data-t="2263.4">narrative,</span>
<span data-t="2264.3">his</span>
<span data-t="2264.6">framing</span>
<span data-t="2265.2">for</span>
<span data-t="2265.6">it</span>
<span data-t="2265.8">was</span>
<span data-t="2266.7">one</span>
<span data-t="2266.9">of</span>
<span data-t="2267.0">the</span>
<span data-t="2267.1">things</span>
<span data-t="2267.5">about</span>
<span data-t="2267.8">having</span>
<span data-t="2268.0">so</span>
<span data-t="2268.2">much</span>
<span data-t="2268.5">evidence,</span>
<span data-t="2268.9">it&#39;s</span>
<span data-t="2269.1">easy</span>
<span data-t="2269.4">to</span>
<span data-t="2269.5">not</span>
<span data-t="2269.8">see</span>
<span data-t="2270.0">blah,</span>
<span data-t="2270.2">blah,</span>
<span data-t="2270.4">blah.</span>
<span data-t="2271.8">He</span>
<span data-t="2271.9">is</span>
<span data-t="2272.1">pointing</span>
<span data-t="2272.5">at</span>
<span data-t="2272.7">my</span>
<span data-t="2273.0">expertise</span>
<span data-t="2273.6">as</span>
<span data-t="2273.8">an</span>
<span data-t="2273.9">analyst</span>
<span data-t="2275.0">and</span>
<span data-t="2275.3">that</span>
<span data-t="2275.5">I</span>
<span data-t="2275.6">made</span>
<span data-t="2276.0">the</span>
<span data-t="2276.2">synopsis</span>
<span data-t="2276.8">look</span>
<span data-t="2277.0">easy</span>
<span data-t="2277.7">and</span>
<span data-t="2277.9">obvious.</span>
<span data-t="2278.7">That</span>
<span data-t="2279.1">is</span>
<span data-t="2279.2">a</span>
<span data-t="2279.3">perfect</span>
<span data-t="2279.9">paraphrase</span>
<span data-t="2280.5">of</span>
<span data-t="2280.6">the</span>
<span data-t="2280.8">nature</span>
<span data-t="2281.2">of</span>
<span data-t="2281.3">expertise,</span>
<span data-t="2282.5">and</span>
<span data-t="2282.7">most</span>
<span data-t="2283.1">folks</span>
<span data-t="2283.4">don&#39;t</span>
<span data-t="2283.7">know</span>
<span data-t="2283.9">this,</span>
<span data-t="2284.8">so</span>
<span data-t="2285.4">it&#39;s,</span>
<span data-t="2285.7">it</span>
<span data-t="2285.9">bears</span>
<span data-t="2286.8">going</span>
<span data-t="2287.2">meta</span>
<span data-t="2287.5">on</span>
<span data-t="2287.6">the</span>
<span data-t="2287.7">conversation</span>
<span data-t="2288.4">to</span>
<span data-t="2288.6">draw</span>
<span data-t="2289.0">attention</span>
<span data-t="2289.5">to,</span>
<span data-t="2290.8">Alex</span>
<span data-t="2291.3">understands</span>
<span data-t="2291.9">a</span>
<span data-t="2292.0">thing</span>
<span data-t="2292.4">about</span>
<span data-t="2292.8">expertise</span>
<span data-t="2293.5">that</span>
<span data-t="2293.9">the</span>
<span data-t="2294.0">experts</span>
<span data-t="2294.5">make</span>
<span data-t="2294.7">it</span>
<span data-t="2294.8">look</span>
<span data-t="2295.0">easy.</span>
<span data-t="2296.1">So</span>
<span data-t="2296.5">my</span>
<span data-t="2296.8">expertise</span>
<span data-t="2297.6">as</span>
<span data-t="2297.9">an</span>
<span data-t="2298.0">analyst.</span>
<span data-t="2299.0">I</span>
<span data-t="2299.2">make</span>
<span data-t="2299.3">it</span>
<span data-t="2299.5">look</span>
<span data-t="2299.7">easy,</span>
<span data-t="2300.2">like</span>
<span data-t="2300.5">you</span>
<span data-t="2300.7">can</span>
<span data-t="2300.9">just</span>
<span data-t="2301.2">go</span>
<span data-t="2301.6">sift</span>
<span data-t="2302.0">through</span>
<span data-t="2302.2">a</span>
<span data-t="2302.2">bunch</span>
<span data-t="2302.4">of</span>
<span data-t="2302.5">incidents</span>
<span data-t="2303.0">and</span>
<span data-t="2303.1">find</span>
<span data-t="2303.4">the</span>
<span data-t="2303.5">key</span>
<span data-t="2303.7">plot</span>
<span data-t="2303.9">points</span>
<span data-t="2304.3">and</span>
<span data-t="2304.4">summarize</span>
<span data-t="2304.9">&#39;em</span>
<span data-t="2304.9">in</span>
<span data-t="2305.1">a</span>
<span data-t="2305.1">couple</span>
<span data-t="2305.4">of</span>
<span data-t="2305.5">sentences.</span>
<span data-t="2306.6">Turns</span>
<span data-t="2306.9">out</span>
<span data-t="2307.1">that</span>
<span data-t="2307.3">ain&#39;t</span>
<span data-t="2307.5">easy.</span>
<span data-t="2308.2">Alex</span>
<span data-t="2308.5">knows</span>
<span data-t="2308.8">it.</span>
<span data-t="2309.9">But</span>
<span data-t="2310.1">the</span>
<span data-t="2310.3">other</span>
<span data-t="2310.5">thing</span>
<span data-t="2310.8">about</span>
<span data-t="2311.2">that</span>
<span data-t="2312.0">skill,</span>
<span data-t="2312.7">that</span>
<span data-t="2313.0">property</span>
<span data-t="2313.5">of</span>
<span data-t="2313.6">expertise,</span>
<span data-t="2314.2">is</span>
<span data-t="2314.4">that</span>
<span data-t="2314.6">it</span>
<span data-t="2314.8">hides</span>
<span data-t="2315.5">stuff</span>
<span data-t="2316.1">from</span>
<span data-t="2316.5">you.</span>
<span data-t="2318.6">So</span>
<span data-t="2320.3">the</span>
<span data-t="2320.6">nature</span>
<span data-t="2321.1">of</span>
<span data-t="2321.2">an</span>
<span data-t="2321.3">expert&#39;s</span>
<span data-t="2321.8">work</span>
<span data-t="2322.2">means</span>
<span data-t="2322.4">you,</span>
<span data-t="2322.7">you,</span>
<span data-t="2323.1">you</span>
<span data-t="2323.3">don&#39;t</span>
<span data-t="2323.5">see</span>
<span data-t="2323.8">how</span>
<span data-t="2324.0">hard</span>
<span data-t="2324.3">they&#39;re</span>
<span data-t="2324.4">working</span>
<span data-t="2324.8">or</span>
<span data-t="2325.0">how</span>
<span data-t="2325.3">hard</span>
<span data-t="2325.5">it</span>
<span data-t="2325.6">would</span>
<span data-t="2325.8">be</span>
<span data-t="2325.9">for</span>
<span data-t="2326.1">somebody</span>
<span data-t="2326.5">who</span>
<span data-t="2326.6">didn&#39;t</span>
<span data-t="2326.9">have</span>
<span data-t="2327.1">their</span>
<span data-t="2327.3">skills.</span>
<span data-t="2328.8">Yes.</span>
<span data-t="2329.0">Now</span>
<span data-t="2329.5">the</span>
<span data-t="2329.6">second</span>
<span data-t="2330.0">key</span>
<span data-t="2330.3">idea</span>
<span data-t="2332.0">and</span>
<span data-t="2332.1">the</span>
<span data-t="2332.2">fluency</span>
<span data-t="2332.8">that&#39;s</span>
<span data-t="2333.1">shown</span>
<span data-t="2333.4">up</span>
<span data-t="2333.5">here</span>
<span data-t="2334.3">is</span>
<span data-t="2334.5">that</span>
<span data-t="2334.8">both</span>
<span data-t="2335.2">of</span>
<span data-t="2335.5">them</span>
<span data-t="2336.8">stepped</span>
<span data-t="2337.3">in</span>
<span data-t="2337.4">with</span>
<span data-t="2337.6">a</span>
<span data-t="2337.6">story</span>
<span data-t="2338.0">about</span>
<span data-t="2338.2">saturation,</span>
<span data-t="2339.6">which</span>
<span data-t="2339.9">is</span>
<span data-t="2340.0">one</span>
<span data-t="2340.3">of</span>
<span data-t="2340.4">the</span>
<span data-t="2340.5">themes</span>
<span data-t="2340.9">in</span>
<span data-t="2341.0">our</span>
<span data-t="2341.1">incident.</span>
<span data-t="2341.5">This</span>
<span data-t="2341.7">will</span>
<span data-t="2341.9">become</span>
<span data-t="2342.2">a</span>
<span data-t="2342.3">segue</span>
<span data-t="2342.9">back</span>
<span data-t="2343.2">into</span>
<span data-t="2343.7">the,</span>
<span data-t="2344.1">the</span>
<span data-t="2344.2">retro,</span>
<span data-t="2345.6">understanding</span>
<span data-t="2346.9">that</span>
<span data-t="2347.5">the</span>
<span data-t="2347.7">participants</span>
<span data-t="2348.7">in</span>
<span data-t="2348.9">an</span>
<span data-t="2349.0">incident</span>
<span data-t="2349.6">get</span>
<span data-t="2350.1">overloaded</span>
<span data-t="2352.3">the</span>
<span data-t="2353.3">flood</span>
<span data-t="2354.0">of</span>
<span data-t="2354.1">information</span>
<span data-t="2355.2">and</span>
<span data-t="2355.4">the</span>
<span data-t="2355.7">confusion.</span>
<span data-t="2358.1">is</span>
<span data-t="2358.3">a</span>
<span data-t="2358.5">very</span>
<span data-t="2358.8">high</span>
<span data-t="2359.2">level</span>
<span data-t="2359.7">awareness</span>
<span data-t="2360.3">about</span>
<span data-t="2360.6">incident</span>
<span data-t="2360.9">response.</span>
<span data-t="2362.5">It</span>
<span data-t="2362.7">is</span>
<span data-t="2362.9">really</span>
<span data-t="2363.3">easy</span>
<span data-t="2363.7">and</span>
<span data-t="2363.8">really</span>
<span data-t="2364.1">common</span>
<span data-t="2364.5">for</span>
<span data-t="2364.8">folks</span>
<span data-t="2365.1">to</span>
<span data-t="2365.2">be</span>
<span data-t="2365.6">in</span>
<span data-t="2366.4">overload</span>
<span data-t="2367.6">and</span>
<span data-t="2367.8">in</span>
<span data-t="2368.0">a</span>
<span data-t="2368.1">retro</span>
<span data-t="2369.1">to</span>
<span data-t="2369.3">totally</span>
<span data-t="2369.9">not</span>
<span data-t="2370.5">know</span>
<span data-t="2371.0">that</span>
<span data-t="2371.3">that&#39;s</span>
<span data-t="2371.7">a</span>
<span data-t="2371.8">thing</span>
<span data-t="2372.3">worth</span>
<span data-t="2372.6">talking</span>
<span data-t="2372.9">about.</span>
<span data-t="2374.4">But</span>
<span data-t="2374.5">the</span>
<span data-t="2374.6">fact</span>
<span data-t="2375.0">that</span>
<span data-t="2375.5">the</span>
<span data-t="2375.6">fact</span>
<span data-t="2375.9">that</span>
<span data-t="2375.9">that</span>
<span data-t="2376.0">Hamed</span>
<span data-t="2376.4">shows</span>
<span data-t="2376.7">up</span>
<span data-t="2376.8">with</span>
<span data-t="2377.5">Bob,</span>
<span data-t="2378.1">and</span>
<span data-t="2378.2">in</span>
<span data-t="2378.3">fact</span>
<span data-t="2378.6">actually</span>
<span data-t="2379.0">this</span>
<span data-t="2379.2">is</span>
<span data-t="2379.4">the,</span>
<span data-t="2379.8">the</span>
<span data-t="2380.0">non-player</span>
<span data-t="2380.5">character</span>
<span data-t="2381.0">of</span>
<span data-t="2381.0">Bob</span>
<span data-t="2381.3">is</span>
<span data-t="2381.5">actually</span>
<span data-t="2381.9">savvy</span>
<span data-t="2382.5">already.</span>
<span data-t="2384.0">Because</span>
<span data-t="2384.3">when</span>
<span data-t="2384.5">he</span>
<span data-t="2384.7">shows</span>
<span data-t="2385.0">up</span>
<span data-t="2385.3">with,</span>
<span data-t="2385.6">Hey,</span>
<span data-t="2385.9">I&#39;m</span>
<span data-t="2386.0">overloaded</span>
<span data-t="2386.5">by</span>
<span data-t="2386.7">customer</span>
<span data-t="2387.0">support,</span>
<span data-t="2387.6">he</span>
<span data-t="2387.7">also</span>
<span data-t="2388.1">says,</span>
<span data-t="2388.8">and</span>
<span data-t="2389.0">I&#39;m</span>
<span data-t="2389.2">not</span>
<span data-t="2389.4">going</span>
<span data-t="2389.6">to</span>
<span data-t="2389.7">be</span>
<span data-t="2389.8">as</span>
<span data-t="2390.0">responsive</span>
<span data-t="2390.6">to</span>
<span data-t="2390.7">you</span>
<span data-t="2390.8">as</span>
<span data-t="2391.0">you&#39;re</span>
<span data-t="2391.1">used</span>
<span data-t="2391.4">to</span>
<span data-t="2391.5">me</span>
<span data-t="2391.6">being</span>
<span data-t="2393.1">that</span>
<span data-t="2393.5">kind</span>
<span data-t="2393.8">of</span>
<span data-t="2393.9">signaling</span>
<span data-t="2395.5">is</span>
<span data-t="2395.9">deep</span>
<span data-t="2396.2">expertise</span>
<span data-t="2397.1">about</span>
<span data-t="2398.1">how</span>
<span data-t="2398.6">during</span>
<span data-t="2399.1">the</span>
<span data-t="2399.2">incident,</span>
<span data-t="2399.9">if</span>
<span data-t="2400.2">you&#39;re</span>
<span data-t="2400.3">overloaded,</span>
<span data-t="2401.1">knowing</span>
<span data-t="2401.5">to</span>
<span data-t="2401.7">say</span>
<span data-t="2402.0">so</span>
<span data-t="2403.8">is</span>
<span data-t="2404.2">deep</span>
<span data-t="2404.7">skill</span>
<span data-t="2405.6">in</span>
<span data-t="2405.8">the</span>
<span data-t="2405.9">coordination.</span>
<span data-t="2407.9">So</span>
<span data-t="2408.8">the,</span>
<span data-t="2409.2">I</span>
<span data-t="2409.3">can&#39;t</span>
<span data-t="2409.6">emphasize</span>
<span data-t="2410.1">enough.</span>
<span data-t="2410.4">These</span>
<span data-t="2410.7">are</span>
<span data-t="2410.9">unusual</span>
<span data-t="2411.5">skills</span>
<span data-t="2412.1">for</span>
<span data-t="2412.3">an</span>
<span data-t="2412.4">elite</span>
<span data-t="2412.8">group</span>
<span data-t="2413.2">of</span>
<span data-t="2413.9">folks</span>
<span data-t="2414.3">involved</span>
<span data-t="2414.7">in</span>
<span data-t="2414.8">incident</span>
<span data-t="2415.2">response.</span>
<span data-t="2416.2">And</span>
<span data-t="2416.7">I,</span>
<span data-t="2417.0">I</span>
<span data-t="2417.2">did,</span>
<span data-t="2417.4">I</span>
<span data-t="2417.6">didn&#39;t</span>
<span data-t="2417.8">wanna</span>
<span data-t="2418.2">let</span>
<span data-t="2418.4">the,</span>
<span data-t="2419.4">their</span>
<span data-t="2420.0">expertise</span>
<span data-t="2420.7">pass</span>
<span data-t="2421.1">without</span>
<span data-t="2421.4">commentary.</span>
<span data-t="2422.7">what</span>
<span data-t="2422.9">I&#39;d</span>
<span data-t="2423.0">like</span>
<span data-t="2423.2">to</span>
<span data-t="2423.2">do</span>
<span data-t="2423.4">now</span>
<span data-t="2423.6">is,</span>
<span data-t="2423.8">unless</span>
<span data-t="2424.2">there&#39;s,</span>
<span data-t="2424.8">unless</span>
<span data-t="2425.0">there&#39;s</span>
<span data-t="2425.2">sort</span>
<span data-t="2425.4">of</span>
<span data-t="2425.5">further,</span>
<span data-t="2426.5">we</span>
<span data-t="2426.6">could,</span>
<span data-t="2427.2">like,</span>
<span data-t="2427.4">I&#39;ll</span>
<span data-t="2427.5">get</span>
<span data-t="2427.7">back</span>
<span data-t="2427.9">to,</span>
<span data-t="2428.3">you</span>
<span data-t="2428.4">know,</span>
<span data-t="2428.6">step</span>
<span data-t="2428.9">out</span>
<span data-t="2429.1">of</span>
<span data-t="2429.1">the</span>
<span data-t="2429.2">meta,</span>
<span data-t="2429.4">go</span>
<span data-t="2429.5">back</span>
<span data-t="2429.7">to</span>
<span data-t="2429.8">the</span>
<span data-t="2429.9">retro,</span>
<span data-t="2430.3">and</span>
<span data-t="2430.4">we</span>
<span data-t="2430.5">can</span>
<span data-t="2430.7">start</span>
<span data-t="2431.0">talking</span>
<span data-t="2431.3">about</span>
<span data-t="2431.4">themes.</span>
</p>
<cite>Courtney</cite>
<time>40:32</time>
<p>
<span data-t="2432.0">The</span>
<span data-t="2432.2">only,</span>
<span data-t="2432.5">the</span>
<span data-t="2432.6">only</span>
<span data-t="2432.8">meta</span>
<span data-t="2433.1">thing</span>
<span data-t="2433.3">I&#39;ll</span>
<span data-t="2433.4">add</span>
<span data-t="2433.6">to</span>
<span data-t="2433.7">that</span>
<span data-t="2433.9">is</span>
<span data-t="2434.1">never</span>
<span data-t="2434.4">have</span>
<span data-t="2434.5">I</span>
<span data-t="2434.6">recorded</span>
<span data-t="2435.1">a</span>
<span data-t="2435.1">podcast</span>
<span data-t="2435.7">where</span>
<span data-t="2435.8">I</span>
<span data-t="2435.9">just</span>
<span data-t="2436.2">sit</span>
<span data-t="2436.4">here</span>
<span data-t="2436.5">and</span>
<span data-t="2436.6">say</span>
<span data-t="2436.8">nothing,</span>
<span data-t="2437.3">because</span>
<span data-t="2437.6">everybody</span>
<span data-t="2438.1">answers</span>
<span data-t="2438.5">all</span>
<span data-t="2438.7">the</span>
<span data-t="2438.7">questions</span>
<span data-t="2439.1">I</span>
<span data-t="2439.2">would</span>
<span data-t="2439.4">already</span>
<span data-t="2439.7">ask.</span>
<span data-t="2440.1">So</span>
<span data-t="2441.0">just</span>
<span data-t="2441.3">like,</span>
<span data-t="2442.7">on.</span>
<span data-t="2443.4">This</span>
<span data-t="2443.8">Keep</span>
</p>
<cite>Eric</cite>
<time>40:44</time>
<p>
<span data-t="2444.4">I&#39;ll</span>
<span data-t="2444.6">dip</span>
<span data-t="2444.8">into</span>
<span data-t="2445.2">the</span>
<span data-t="2445.3">themes</span>
<span data-t="2445.7">a</span>
<span data-t="2445.8">bit.</span>
<span data-t="2447.1">I,</span>
<span data-t="2447.5">I</span>
<span data-t="2447.7">pulled</span>
<span data-t="2448.0">four</span>
<span data-t="2448.4">themes</span>
<span data-t="2448.9">out.</span>
<span data-t="2450.4">because</span>
<span data-t="2451.4">I</span>
<span data-t="2451.5">know</span>
<span data-t="2451.7">you&#39;re</span>
<span data-t="2451.9">not</span>
<span data-t="2452.1">used</span>
<span data-t="2452.4">to</span>
<span data-t="2452.5">being</span>
<span data-t="2452.7">in</span>
<span data-t="2452.9">a</span>
<span data-t="2452.9">retro,</span>
<span data-t="2453.3">like</span>
<span data-t="2453.5">I</span>
<span data-t="2453.7">run,</span>
<span data-t="2454.1">this</span>
<span data-t="2454.3">is</span>
<span data-t="2454.4">an</span>
<span data-t="2454.5">unfamiliar</span>
<span data-t="2455.0">format.</span>
<span data-t="2455.3">I&#39;ll</span>
<span data-t="2455.5">take</span>
<span data-t="2455.7">a</span>
<span data-t="2455.7">moment</span>
<span data-t="2456.1">to</span>
<span data-t="2456.2">explain</span>
<span data-t="2456.6">what</span>
<span data-t="2456.9">a</span>
<span data-t="2457.0">theme</span>
<span data-t="2457.3">is</span>
<span data-t="2457.8">or</span>
<span data-t="2457.9">why</span>
<span data-t="2458.2">we</span>
<span data-t="2458.3">care</span>
<span data-t="2458.6">about</span>
<span data-t="2458.9">it.</span>
<span data-t="2460.6">maybe</span>
<span data-t="2460.8">the</span>
<span data-t="2461.0">fastest</span>
<span data-t="2461.5">way</span>
<span data-t="2461.6">to</span>
<span data-t="2461.7">explain</span>
<span data-t="2462.1">it</span>
<span data-t="2462.2">is</span>
<span data-t="2462.4">a</span>
<span data-t="2462.5">theme</span>
<span data-t="2462.9">is</span>
<span data-t="2463.1">something</span>
<span data-t="2463.4">I</span>
<span data-t="2463.5">heard</span>
<span data-t="2463.8">from</span>
<span data-t="2464.0">more</span>
<span data-t="2464.3">than</span>
<span data-t="2464.4">one</span>
<span data-t="2464.6">person</span>
<span data-t="2465.1">in</span>
<span data-t="2465.3">the</span>
<span data-t="2465.4">conversation.</span>
<span data-t="2467.1">I</span>
<span data-t="2467.3">saw</span>
<span data-t="2468.0">a</span>
<span data-t="2468.1">pattern</span>
<span data-t="2469.2">from</span>
<span data-t="2469.6">my</span>
<span data-t="2469.9">own</span>
<span data-t="2470.2">investigation</span>
<span data-t="2471.0">of</span>
<span data-t="2471.1">what</span>
<span data-t="2471.3">happened</span>
<span data-t="2471.6">in</span>
<span data-t="2471.7">the</span>
<span data-t="2471.8">Slack</span>
<span data-t="2472.1">transcript</span>
<span data-t="2472.8">before</span>
<span data-t="2473.2">I</span>
<span data-t="2473.3">interviewed</span>
<span data-t="2473.7">people,</span>
<span data-t="2474.5">or</span>
<span data-t="2474.7">in</span>
<span data-t="2474.8">the</span>
<span data-t="2474.9">discussions</span>
<span data-t="2475.4">I</span>
<span data-t="2475.5">had</span>
<span data-t="2475.9">with</span>
<span data-t="2476.2">the</span>
<span data-t="2476.2">participants</span>
<span data-t="2478.2">independently</span>
<span data-t="2479.4">these,</span>
<span data-t="2480.1">patterns</span>
<span data-t="2480.8">showed</span>
<span data-t="2481.3">up.</span>
<span data-t="2482.6">So,</span>
<span data-t="2483.4">and</span>
<span data-t="2483.5">for</span>
<span data-t="2483.8">example,</span>
<span data-t="2484.6">the,</span>
<span data-t="2485.0">the,</span>
<span data-t="2485.6">the</span>
<span data-t="2486.0">sense</span>
<span data-t="2486.5">of</span>
<span data-t="2486.7">feeling</span>
<span data-t="2487.1">overloaded,</span>
<span data-t="2488.5">of</span>
<span data-t="2488.7">feeling</span>
<span data-t="2489.0">saturated.</span>
<span data-t="2490.5">When</span>
<span data-t="2490.8">I</span>
<span data-t="2490.8">was</span>
<span data-t="2491.1">asking</span>
<span data-t="2491.5">Al,</span>
<span data-t="2491.7">I</span>
<span data-t="2491.8">asked</span>
<span data-t="2492.1">Alex</span>
<span data-t="2492.4">the</span>
<span data-t="2492.5">same</span>
<span data-t="2492.7">question</span>
<span data-t="2493.2">you</span>
<span data-t="2493.3">did</span>
<span data-t="2493.5">Courtney,</span>
<span data-t="2494.1">about,</span>
<span data-t="2494.5">did</span>
<span data-t="2494.7">this</span>
<span data-t="2494.9">feel</span>
<span data-t="2495.2">real?</span>
<span data-t="2496.8">And</span>
<span data-t="2497.0">he</span>
<span data-t="2497.2">started</span>
<span data-t="2497.7">that</span>
<span data-t="2497.8">conversation</span>
<span data-t="2498.5">by</span>
<span data-t="2498.6">saying,</span>
<span data-t="2499.0">yeah,</span>
<span data-t="2499.3">it</span>
<span data-t="2499.4">felt</span>
<span data-t="2499.6">real</span>
<span data-t="2499.8">as</span>
<span data-t="2500.0">soon</span>
<span data-t="2500.1">as</span>
<span data-t="2500.3">I</span>
<span data-t="2500.4">was</span>
<span data-t="2500.5">saturated.</span>
<span data-t="2502.3">Because</span>
<span data-t="2502.7">Alex</span>
<span data-t="2502.9">and</span>
<span data-t="2503.0">I</span>
<span data-t="2503.1">know</span>
<span data-t="2503.3">each</span>
<span data-t="2503.4">other,</span>
<span data-t="2503.7">and</span>
<span data-t="2503.9">we</span>
<span data-t="2504.0">didn&#39;t</span>
<span data-t="2504.2">have</span>
<span data-t="2504.4">to,</span>
<span data-t="2504.8">we</span>
<span data-t="2505.0">didn&#39;t</span>
<span data-t="2505.2">have</span>
<span data-t="2505.3">to</span>
<span data-t="2505.4">explain</span>
<span data-t="2505.9">what</span>
<span data-t="2506.0">saturation</span>
<span data-t="2506.7">is,</span>
<span data-t="2507.5">the,</span>
<span data-t="2508.8">that</span>
<span data-t="2509.1">we</span>
<span data-t="2509.2">were</span>
<span data-t="2509.3">able</span>
<span data-t="2509.4">to</span>
<span data-t="2509.5">move</span>
<span data-t="2509.7">through</span>
<span data-t="2509.9">that</span>
<span data-t="2510.0">conversation</span>
<span data-t="2510.6">quickly.</span>
<span data-t="2511.1">But</span>
<span data-t="2511.3">it,</span>
<span data-t="2511.5">it,</span>
<span data-t="2513.6">That</span>
<span data-t="2514.3">experience</span>
<span data-t="2514.8">of</span>
<span data-t="2514.9">saturation</span>
<span data-t="2515.5">was</span>
<span data-t="2515.7">a</span>
<span data-t="2516.2">firsthand,</span>
<span data-t="2517.9">knew</span>
<span data-t="2518.1">he</span>
<span data-t="2518.2">was</span>
<span data-t="2518.4">saturated.</span>
<span data-t="2519.0">That&#39;s</span>
<span data-t="2519.1">part</span>
<span data-t="2519.4">of</span>
<span data-t="2519.4">what</span>
<span data-t="2519.6">made</span>
<span data-t="2519.7">it</span>
<span data-t="2519.8">realistic,</span>
<span data-t="2521.1">Sarah,</span>
<span data-t="2521.6">on</span>
<span data-t="2521.7">several</span>
<span data-t="2522.0">occasions.</span>
<span data-t="2522.6">In</span>
<span data-t="2522.9">fact,</span>
<span data-t="2523.2">actually,</span>
<span data-t="2523.8">the,</span>
<span data-t="2525.2">I</span>
<span data-t="2525.5">asked</span>
<span data-t="2525.9">Sarah</span>
<span data-t="2526.4">about</span>
<span data-t="2526.9">this</span>
<span data-t="2527.3">particular</span>
<span data-t="2527.9">moment</span>
<span data-t="2528.2">in</span>
<span data-t="2528.3">the</span>
<span data-t="2528.4">incident</span>
<span data-t="2528.9">when</span>
<span data-t="2529.1">there</span>
<span data-t="2529.2">were,</span>
<span data-t="2529.8">she</span>
<span data-t="2530.1">was</span>
<span data-t="2530.8">successfully</span>
<span data-t="2531.6">managing</span>
<span data-t="2532.6">four</span>
<span data-t="2533.0">or</span>
<span data-t="2533.1">five</span>
<span data-t="2533.5">different</span>
<span data-t="2533.9">threads</span>
<span data-t="2534.2">of</span>
<span data-t="2534.4">action</span>
<span data-t="2535.5">by</span>
<span data-t="2535.8">four</span>
<span data-t="2536.0">or</span>
<span data-t="2536.1">five</span>
<span data-t="2536.4">different</span>
<span data-t="2536.7">people</span>
<span data-t="2537.6">along</span>
<span data-t="2538.0">parallel</span>
<span data-t="2538.6">tracks</span>
<span data-t="2539.1">for</span>
<span data-t="2539.3">troubleshooting.</span>
<span data-t="2540.8">I</span>
<span data-t="2540.8">was</span>
<span data-t="2541.0">like,</span>
<span data-t="2541.6">so</span>
<span data-t="2542.9">if</span>
<span data-t="2543.2">that</span>
<span data-t="2543.4">was</span>
<span data-t="2543.5">me,</span>
<span data-t="2544.4">I&#39;d</span>
<span data-t="2544.7">have</span>
<span data-t="2544.8">been</span>
<span data-t="2545.0">overloaded</span>
<span data-t="2545.5">in</span>
<span data-t="2545.6">that</span>
<span data-t="2545.9">moment.</span>
<span data-t="2546.4">How</span>
<span data-t="2546.6">was</span>
<span data-t="2546.7">that</span>
<span data-t="2546.9">for</span>
<span data-t="2547.0">you?</span>
<span data-t="2547.2">And</span>
<span data-t="2547.4">she</span>
<span data-t="2547.5">was</span>
<span data-t="2547.7">like,</span>
<span data-t="2548.0">no,</span>
<span data-t="2548.2">no</span>
<span data-t="2548.4">business</span>
<span data-t="2548.7">as</span>
<span data-t="2548.9">usual.</span>
<span data-t="2550.1">that</span>
<span data-t="2550.2">all</span>
<span data-t="2550.3">the</span>
<span data-t="2550.4">time.</span>
<span data-t="2552.5">And</span>
<span data-t="2552.7">I,</span>
<span data-t="2552.9">I</span>
<span data-t="2553.0">mean,</span>
<span data-t="2553.1">not</span>
<span data-t="2553.3">quite</span>
<span data-t="2553.5">as</span>
<span data-t="2553.6">blase</span>
<span data-t="2554.0">as</span>
<span data-t="2554.3">I</span>
<span data-t="2554.4">just</span>
<span data-t="2554.6">put</span>
<span data-t="2554.8">it,</span>
<span data-t="2555.5">but,</span>
<span data-t="2556.1">but</span>
<span data-t="2556.6">in</span>
<span data-t="2556.8">all</span>
<span data-t="2557.0">seriousness,</span>
<span data-t="2557.7">Sarah</span>
<span data-t="2558.0">was</span>
<span data-t="2558.2">not</span>
<span data-t="2558.4">saturated</span>
<span data-t="2559.1">by</span>
<span data-t="2559.3">stuff</span>
<span data-t="2559.6">that</span>
<span data-t="2559.8">absolutely</span>
<span data-t="2560.4">would&#39;ve</span>
<span data-t="2560.7">buried</span>
<span data-t="2561.0">me.</span>
</p>
<cite>Sarah Butt</cite>
<time>42:41</time>
<p>
<span data-t="2562.0">Sarah</span>
<span data-t="2562.4">also</span>
<span data-t="2562.7">had</span>
<span data-t="2563.1">a</span>
<span data-t="2563.2">like,</span>
<span data-t="2563.3">I</span>
<span data-t="2563.4">think,</span>
<span data-t="2563.6">I</span>
<span data-t="2563.6">think</span>
<span data-t="2563.9">the</span>
<span data-t="2564.1">other</span>
<span data-t="2564.3">thing</span>
<span data-t="2564.5">we</span>
<span data-t="2564.6">have</span>
<span data-t="2564.9">to</span>
<span data-t="2565.5">call</span>
<span data-t="2565.8">out</span>
<span data-t="2566.0">here</span>
<span data-t="2566.3">and,</span>
<span data-t="2566.6">and</span>
<span data-t="2566.7">I</span>
<span data-t="2566.7">mean</span>
<span data-t="2566.9">&#39;cause</span>
<span data-t="2567.0">you</span>
<span data-t="2567.1">are,</span>
<span data-t="2567.3">you</span>
<span data-t="2567.5">are</span>
<span data-t="2567.6">exceptionally</span>
<span data-t="2568.2">kind,</span>
<span data-t="2568.7">Eric.</span>
<span data-t="2569.0">You</span>
<span data-t="2569.2">are.</span>
<span data-t="2570.0">but</span>
<span data-t="2570.2">I</span>
<span data-t="2570.3">think</span>
<span data-t="2570.5">the</span>
<span data-t="2570.7">other</span>
<span data-t="2570.9">piece</span>
<span data-t="2571.4">here</span>
<span data-t="2571.7">is.</span>
<span data-t="2572.9">I</span>
<span data-t="2573.1">had</span>
<span data-t="2573.4">a</span>
<span data-t="2573.4">luxury</span>
<span data-t="2573.9">that</span>
<span data-t="2574.1">not</span>
<span data-t="2574.3">every</span>
<span data-t="2575.0">company</span>
<span data-t="2575.4">has.</span>
<span data-t="2576.1">I</span>
<span data-t="2576.2">had</span>
<span data-t="2576.4">a</span>
<span data-t="2576.5">deputy</span>
<span data-t="2577.1">and</span>
<span data-t="2577.2">not</span>
<span data-t="2577.4">only</span>
<span data-t="2577.5">did</span>
<span data-t="2577.7">I</span>
<span data-t="2577.7">have</span>
<span data-t="2577.8">a</span>
<span data-t="2577.9">deputy,</span>
<span data-t="2578.3">I</span>
<span data-t="2578.5">had</span>
<span data-t="2578.8">an</span>
<span data-t="2578.9">incredible</span>
<span data-t="2579.5">deputy</span>
<span data-t="2580.5">that,</span>
<span data-t="2581.0">while</span>
<span data-t="2581.2">Alex</span>
<span data-t="2581.5">and</span>
<span data-t="2581.6">I</span>
<span data-t="2581.7">have</span>
<span data-t="2581.8">never</span>
<span data-t="2582.0">run</span>
<span data-t="2582.2">an</span>
<span data-t="2582.2">incident</span>
<span data-t="2582.7">together,</span>
<span data-t="2583.6">we</span>
<span data-t="2584.1">have</span>
<span data-t="2584.3">done</span>
<span data-t="2584.5">a</span>
<span data-t="2584.6">lot</span>
<span data-t="2584.8">of</span>
<span data-t="2584.8">other</span>
<span data-t="2585.0">work</span>
<span data-t="2585.2">together.</span>
<span data-t="2585.5">We&#39;ve</span>
<span data-t="2585.6">written</span>
<span data-t="2585.8">papers</span>
<span data-t="2586.2">together,</span>
<span data-t="2586.4">we&#39;ve</span>
<span data-t="2586.6">traveled</span>
<span data-t="2587.1">together,</span>
<span data-t="2587.3">we&#39;ve</span>
<span data-t="2587.6">worked</span>
<span data-t="2587.9">together</span>
<span data-t="2588.2">for</span>
<span data-t="2588.3">a</span>
<span data-t="2588.4">very</span>
<span data-t="2588.6">long</span>
<span data-t="2588.8">time.</span>
<span data-t="2589.7">And,</span>
<span data-t="2590.4">that</span>
<span data-t="2590.8">allowed</span>
<span data-t="2591.6">two</span>
<span data-t="2591.8">things</span>
<span data-t="2592.2">with</span>
<span data-t="2592.4">managing</span>
<span data-t="2592.8">saturation.</span>
<span data-t="2593.7">One</span>
<span data-t="2594.0">is,</span>
<span data-t="2594.5">you</span>
<span data-t="2594.8">see</span>
<span data-t="2595.0">in</span>
<span data-t="2595.1">the</span>
<span data-t="2595.1">beginning</span>
<span data-t="2595.5">that</span>
<span data-t="2595.6">I</span>
<span data-t="2595.7">throw</span>
<span data-t="2596.2">a</span>
<span data-t="2596.4">lot</span>
<span data-t="2596.7">of</span>
<span data-t="2596.7">things</span>
<span data-t="2597.1">at</span>
<span data-t="2597.2">Alex.</span>
<span data-t="2597.5">I&#39;m</span>
<span data-t="2597.6">like,</span>
<span data-t="2597.7">Hey,</span>
<span data-t="2597.8">I</span>
<span data-t="2597.9">need</span>
<span data-t="2598.0">the</span>
<span data-t="2598.1">Grafana</span>
<span data-t="2598.6">checked.</span>
<span data-t="2598.9">I</span>
<span data-t="2598.9">need</span>
<span data-t="2599.1">interface</span>
<span data-t="2599.5">with</span>
<span data-t="2599.8">BizCom.</span>
<span data-t="2600.1">Put</span>
<span data-t="2600.3">Bez</span>
<span data-t="2600.6">in</span>
<span data-t="2600.7">a</span>
<span data-t="2600.7">box.</span>
<span data-t="2601.1">He</span>
<span data-t="2601.2">is</span>
<span data-t="2601.9">making</span>
<span data-t="2602.4">an</span>
<span data-t="2602.5">entire</span>
<span data-t="2602.8">mess</span>
<span data-t="2603.1">of</span>
<span data-t="2603.2">this</span>
<span data-t="2603.3">whole</span>
<span data-t="2603.4">thing,</span>
<span data-t="2603.7">and</span>
<span data-t="2603.9">he</span>
<span data-t="2603.9">is</span>
<span data-t="2604.0">terrifying</span>
<span data-t="2604.5">my</span>
<span data-t="2604.6">engineers</span>
<span data-t="2605.0">get</span>
<span data-t="2605.2">him</span>
<span data-t="2605.3">out.</span>
<span data-t="2606.7">And</span>
<span data-t="2607.3">I</span>
<span data-t="2607.9">knew,</span>
<span data-t="2608.8">because</span>
<span data-t="2609.1">I</span>
<span data-t="2609.2">trust</span>
<span data-t="2609.5">Alex</span>
<span data-t="2609.9">in</span>
<span data-t="2610.1">how</span>
<span data-t="2610.3">Alex</span>
<span data-t="2610.7">has</span>
<span data-t="2610.8">experienced</span>
<span data-t="2611.3">an</span>
<span data-t="2611.4">incidents</span>
<span data-t="2611.9">that</span>
<span data-t="2612.2">Alex</span>
<span data-t="2612.7">would</span>
<span data-t="2613.2">load</span>
<span data-t="2613.6">shed</span>
<span data-t="2613.9">as</span>
<span data-t="2614.0">appropriate</span>
<span data-t="2614.7">or</span>
<span data-t="2615.1">deprioritize</span>
<span data-t="2616.0">like</span>
<span data-t="2616.2">he</span>
<span data-t="2616.3">would</span>
<span data-t="2616.5">take</span>
<span data-t="2617.3">the</span>
<span data-t="2617.9">patterns</span>
<span data-t="2618.4">of</span>
<span data-t="2618.7">managing</span>
<span data-t="2619.2">saturation</span>
<span data-t="2620.0">that</span>
<span data-t="2620.1">we</span>
<span data-t="2620.3">see</span>
<span data-t="2620.8">in</span>
<span data-t="2621.0">resilience</span>
<span data-t="2621.5">engineering.</span>
<span data-t="2622.1">And</span>
<span data-t="2622.2">I</span>
<span data-t="2622.3">trusted</span>
<span data-t="2622.8">him,</span>
<span data-t="2623.1">to</span>
<span data-t="2623.3">apply</span>
<span data-t="2623.5">them.</span>
<span data-t="2624.0">So</span>
<span data-t="2624.2">I</span>
<span data-t="2624.3">didn&#39;t</span>
<span data-t="2624.6">feel</span>
<span data-t="2624.8">like</span>
<span data-t="2624.9">I</span>
<span data-t="2625.1">had</span>
<span data-t="2625.3">to</span>
<span data-t="2625.6">carefully</span>
<span data-t="2626.1">manage</span>
<span data-t="2626.5">his</span>
<span data-t="2626.7">workload</span>
<span data-t="2627.1">as</span>
<span data-t="2627.2">much</span>
<span data-t="2627.4">as</span>
<span data-t="2627.5">I</span>
<span data-t="2627.7">did</span>
<span data-t="2627.9">some</span>
<span data-t="2628.1">of</span>
<span data-t="2628.2">the</span>
<span data-t="2628.4">NPCs</span>
<span data-t="2629.2">because</span>
<span data-t="2630.3">I</span>
<span data-t="2630.5">knew</span>
<span data-t="2630.9">of</span>
<span data-t="2631.3">his</span>
<span data-t="2631.6">experience.</span>
<span data-t="2632.1">I</span>
<span data-t="2632.1">think</span>
<span data-t="2632.3">that&#39;s,</span>
<span data-t="2632.7">there&#39;s</span>
<span data-t="2632.9">something</span>
<span data-t="2633.1">to</span>
<span data-t="2633.2">be</span>
<span data-t="2633.3">said</span>
<span data-t="2633.5">about</span>
<span data-t="2633.8">that.</span>
<span data-t="2634.5">the</span>
<span data-t="2634.7">other</span>
<span data-t="2635.1">thing</span>
<span data-t="2635.5">that.</span>
<span data-t="2636.0">Having</span>
<span data-t="2636.8">the</span>
<span data-t="2636.9">relationship</span>
<span data-t="2637.6">with</span>
<span data-t="2637.7">Alex</span>
<span data-t="2638.0">that</span>
<span data-t="2638.1">I</span>
<span data-t="2638.2">do</span>
<span data-t="2638.4">is</span>
<span data-t="2638.5">it</span>
<span data-t="2638.6">allowed</span>
<span data-t="2638.9">me</span>
<span data-t="2639.0">to</span>
<span data-t="2639.1">be</span>
<span data-t="2639.2">very</span>
<span data-t="2639.4">blunt</span>
<span data-t="2639.7">with</span>
<span data-t="2639.9">him,</span>
<span data-t="2640.2">particularly</span>
<span data-t="2640.8">on</span>
<span data-t="2641.0">the</span>
<span data-t="2641.1">voice</span>
<span data-t="2641.3">bridge.</span>
<span data-t="2641.7">So</span>
<span data-t="2641.9">you,</span>
<span data-t="2642.0">you</span>
<span data-t="2642.3">hear</span>
<span data-t="2642.5">me</span>
<span data-t="2642.6">sort</span>
<span data-t="2642.8">of</span>
<span data-t="2642.9">fire</span>
<span data-t="2643.4">things</span>
<span data-t="2643.7">off</span>
<span data-t="2643.9">at</span>
<span data-t="2644.0">him,</span>
<span data-t="2644.4">get</span>
<span data-t="2644.6">me</span>
<span data-t="2644.7">a</span>
<span data-t="2644.8">can,</span>
<span data-t="2645.1">do</span>
<span data-t="2645.3">this,</span>
<span data-t="2645.5">put</span>
<span data-t="2645.7">Bess</span>
<span data-t="2645.9">in</span>
<span data-t="2646.0">a</span>
<span data-t="2646.1">box</span>
<span data-t="2646.7">and</span>
<span data-t="2647.0">there&#39;s</span>
<span data-t="2647.1">not</span>
<span data-t="2647.4">a</span>
<span data-t="2647.5">lot</span>
<span data-t="2647.7">of</span>
<span data-t="2647.8">like</span>
<span data-t="2648.0">fluffy</span>
<span data-t="2648.5">language</span>
<span data-t="2648.9">around</span>
<span data-t="2649.1">it.</span>
<span data-t="2649.4">Would</span>
<span data-t="2649.6">you</span>
<span data-t="2649.7">please</span>
<span data-t="2650.0">go</span>
<span data-t="2650.1">do,</span>
<span data-t="2650.3">put</span>
<span data-t="2650.5">Bess</span>
<span data-t="2650.8">in</span>
<span data-t="2650.9">a</span>
<span data-t="2650.9">box?</span>
<span data-t="2651.2">So</span>
<span data-t="2651.3">you&#39;re</span>
<span data-t="2651.5">going</span>
<span data-t="2651.7">to</span>
<span data-t="2651.8">need</span>
<span data-t="2651.9">to</span>
<span data-t="2652.0">do</span>
<span data-t="2652.1">this</span>
<span data-t="2652.4">because</span>
<span data-t="2652.8">Alex</span>
<span data-t="2653.2">and</span>
<span data-t="2653.3">I</span>
<span data-t="2653.4">operate</span>
<span data-t="2653.8">on</span>
<span data-t="2653.9">this</span>
<span data-t="2654.1">common</span>
<span data-t="2654.5">ground</span>
<span data-t="2655.1">that</span>
<span data-t="2655.5">enables</span>
<span data-t="2656.1">us</span>
<span data-t="2656.4">to</span>
<span data-t="2656.6">just</span>
<span data-t="2656.8">communicate,</span>
<span data-t="2658.3">in</span>
<span data-t="2658.5">a</span>
<span data-t="2658.5">way</span>
<span data-t="2658.8">that</span>
<span data-t="2659.2">I,</span>
<span data-t="2659.3">I</span>
<span data-t="2659.5">think,</span>
<span data-t="2660.0">Had</span>
<span data-t="2660.3">we</span>
<span data-t="2660.4">not</span>
<span data-t="2660.8">had</span>
<span data-t="2661.1">that</span>
<span data-t="2661.4">combined</span>
<span data-t="2661.9">experience,</span>
<span data-t="2662.7">I</span>
<span data-t="2662.9">would&#39;ve</span>
<span data-t="2663.2">faced</span>
<span data-t="2663.5">a</span>
<span data-t="2663.6">lot</span>
<span data-t="2663.8">more</span>
<span data-t="2663.9">saturation</span>
<span data-t="2665.4">because</span>
<span data-t="2665.7">I</span>
<span data-t="2665.8">wouldn&#39;t</span>
<span data-t="2666.0">have</span>
<span data-t="2666.1">been</span>
<span data-t="2666.2">able</span>
<span data-t="2666.4">to</span>
<span data-t="2666.6">really</span>
<span data-t="2666.9">efficiently</span>
<span data-t="2667.8">offload.</span>
</p>
<cite>Alex Elman</cite>
<time>44:28</time>
<p>
<span data-t="2668.8">Yeah,</span>
<span data-t="2669.2">Sarah</span>
<span data-t="2669.6">knows</span>
<span data-t="2669.8">what</span>
<span data-t="2670.0">I</span>
<span data-t="2670.0">know</span>
<span data-t="2670.6">and</span>
<span data-t="2670.8">don&#39;t</span>
<span data-t="2671.0">I</span>
<span data-t="2671.2">know</span>
<span data-t="2671.4">what</span>
<span data-t="2671.5">Sarah</span>
<span data-t="2671.8">knows.</span>
<span data-t="2672.4">If</span>
<span data-t="2672.6">there&#39;s</span>
<span data-t="2672.9">certain</span>
<span data-t="2673.1">things</span>
<span data-t="2673.4">that</span>
<span data-t="2673.5">she</span>
<span data-t="2673.6">doesn&#39;t</span>
<span data-t="2673.8">have</span>
<span data-t="2673.9">to</span>
<span data-t="2674.0">explain</span>
<span data-t="2674.4">to</span>
<span data-t="2674.5">me,</span>
<span data-t="2674.7">like,</span>
<span data-t="2675.4">can</span>
<span data-t="2675.6">you</span>
<span data-t="2675.7">go</span>
<span data-t="2675.9">work</span>
<span data-t="2676.1">on</span>
<span data-t="2676.2">the</span>
<span data-t="2676.3">can</span>
<span data-t="2676.5">report?</span>
<span data-t="2676.9">She</span>
<span data-t="2677.0">doesn&#39;t</span>
<span data-t="2677.2">have</span>
<span data-t="2677.3">to</span>
<span data-t="2677.4">explain</span>
<span data-t="2677.7">a</span>
<span data-t="2677.7">can</span>
<span data-t="2677.9">report</span>
<span data-t="2678.2">to</span>
<span data-t="2678.3">me.</span>
<span data-t="2678.9">and</span>
<span data-t="2680.2">I</span>
<span data-t="2680.3">was</span>
<span data-t="2680.4">dealing</span>
<span data-t="2680.7">with</span>
<span data-t="2681.6">bez</span>
<span data-t="2681.9">in</span>
<span data-t="2682.1">the</span>
<span data-t="2682.2">business</span>
<span data-t="2682.6">comms</span>
<span data-t="2682.9">channel.</span>
<span data-t="2683.7">he</span>
<span data-t="2683.9">was</span>
<span data-t="2684.0">quite</span>
<span data-t="2684.7">pushy,</span>
<span data-t="2685.4">quite</span>
<span data-t="2685.7">noisy,</span>
<span data-t="2686.4">kind</span>
<span data-t="2686.7">of</span>
<span data-t="2686.7">coming</span>
<span data-t="2687.0">down</span>
<span data-t="2687.2">on</span>
<span data-t="2687.7">Sarah.</span>
<span data-t="2688.5">and</span>
<span data-t="2688.8">I</span>
<span data-t="2689.0">was</span>
<span data-t="2689.1">managing</span>
<span data-t="2689.5">that,</span>
<span data-t="2689.7">but</span>
<span data-t="2689.8">I</span>
<span data-t="2689.9">didn&#39;t</span>
<span data-t="2690.1">know</span>
<span data-t="2690.3">if</span>
<span data-t="2690.4">any</span>
<span data-t="2690.6">of</span>
<span data-t="2690.8">that</span>
<span data-t="2691.0">was</span>
<span data-t="2691.2">leaking</span>
<span data-t="2691.5">through</span>
<span data-t="2691.7">on</span>
<span data-t="2691.9">the,</span>
<span data-t="2692.5">the</span>
<span data-t="2692.7">other</span>
<span data-t="2692.9">channel,</span>
<span data-t="2693.3">because</span>
<span data-t="2693.6">I</span>
<span data-t="2693.7">didn&#39;t</span>
<span data-t="2693.8">have</span>
<span data-t="2694.0">time</span>
<span data-t="2694.2">to</span>
<span data-t="2694.6">context</span>
<span data-t="2695.0">switch,</span>
</p>
<cite>Sarah Butt</cite>
<time>44:56</time>
<p>
<span data-t="2696.1">Had</span>
<span data-t="2696.3">zero</span>
<span data-t="2696.9">idea.</span>
<span data-t="2697.9">Zero</span>
<span data-t="2698.4">idea.</span>
<span data-t="2698.9">I</span>
<span data-t="2699.0">thought</span>
<span data-t="2699.3">he</span>
<span data-t="2699.4">was</span>
<span data-t="2699.6">totally</span>
<span data-t="2699.9">calm.</span>
</p>
<cite>Alex Elman</cite>
<time>45:01</time>
<p>
<span data-t="2701.5">and</span>
<span data-t="2701.7">that,</span>
<span data-t="2701.9">when,</span>
<span data-t="2702.2">that</span>
<span data-t="2702.3">you</span>
<span data-t="2702.5">mentioned</span>
<span data-t="2702.9">that</span>
<span data-t="2703.0">during</span>
<span data-t="2703.2">the</span>
<span data-t="2703.3">incident,</span>
<span data-t="2703.6">and</span>
<span data-t="2703.7">when</span>
<span data-t="2703.9">you</span>
<span data-t="2704.0">had</span>
<span data-t="2704.1">said</span>
<span data-t="2704.3">that,</span>
<span data-t="2704.6">that&#39;s</span>
<span data-t="2704.8">when</span>
<span data-t="2704.9">I</span>
<span data-t="2705.0">realized,</span>
<span data-t="2705.5">oh,</span>
<span data-t="2705.7">well</span>
<span data-t="2705.8">maybe,</span>
<span data-t="2706.4">maybe</span>
<span data-t="2706.7">what</span>
<span data-t="2706.8">I&#39;m</span>
<span data-t="2707.0">doing</span>
<span data-t="2707.2">here</span>
<span data-t="2707.4">in</span>
<span data-t="2707.5">the,</span>
<span data-t="2707.7">in</span>
<span data-t="2707.9">the</span>
<span data-t="2708.4">putting</span>
<span data-t="2708.7">Bez</span>
<span data-t="2708.9">in</span>
<span data-t="2708.9">the</span>
<span data-t="2709.0">box</span>
<span data-t="2709.4">is</span>
<span data-t="2709.8">effective.</span>
<span data-t="2710.6">I</span>
<span data-t="2710.7">just</span>
<span data-t="2710.9">didn&#39;t</span>
<span data-t="2711.0">know</span>
<span data-t="2711.3">it</span>
<span data-t="2711.3">at</span>
<span data-t="2711.4">the</span>
<span data-t="2711.5">time.</span>
<span data-t="2712.7">It</span>
<span data-t="2712.8">was</span>
<span data-t="2713.0">&#39;cause</span>
<span data-t="2713.1">I</span>
<span data-t="2713.2">was</span>
<span data-t="2713.4">so</span>
<span data-t="2713.4">saturated.</span>
</p>
<cite>Courtney</cite>
<time>45:15</time>
<p>
<span data-t="2715.0">so</span>
<span data-t="2715.6">we&#39;re</span>
<span data-t="2715.8">having</span>
<span data-t="2716.1">a</span>
<span data-t="2716.1">bit</span>
<span data-t="2716.3">of</span>
<span data-t="2716.4">an</span>
<span data-t="2716.5">incident</span>
<span data-t="2717.0">of</span>
<span data-t="2717.2">our</span>
<span data-t="2717.3">own</span>
<span data-t="2717.5">right</span>
<span data-t="2717.7">now</span>
<span data-t="2718.2">in</span>
<span data-t="2718.4">that,</span>
<span data-t="2718.8">Eric</span>
<span data-t="2719.2">has</span>
<span data-t="2719.4">disappeared.</span>
<span data-t="2722.6">Out</span>
<span data-t="2722.9">of</span>
<span data-t="2723.1">the</span>
<span data-t="2723.3">channel,</span>
<span data-t="2723.9">out</span>
<span data-t="2724.1">of</span>
<span data-t="2724.3">the</span>
<span data-t="2724.6">recording</span>
<span data-t="2725.1">tool</span>
<span data-t="2725.4">that</span>
<span data-t="2725.6">we</span>
<span data-t="2725.7">are</span>
<span data-t="2725.8">currently</span>
<span data-t="2726.3">using.</span>
<span data-t="2727.0">I</span>
<span data-t="2727.1">noticed</span>
<span data-t="2727.5">this</span>
<span data-t="2727.6">because</span>
<span data-t="2728.1">he</span>
<span data-t="2728.3">was</span>
<span data-t="2728.4">sharing</span>
<span data-t="2728.7">a</span>
<span data-t="2728.8">screen</span>
<span data-t="2729.1">with</span>
<span data-t="2729.2">us</span>
<span data-t="2729.4">to</span>
<span data-t="2729.5">show</span>
<span data-t="2729.7">the</span>
<span data-t="2729.8">document</span>
<span data-t="2730.3">that</span>
<span data-t="2730.3">he</span>
<span data-t="2730.4">uses</span>
<span data-t="2730.6">to</span>
<span data-t="2730.7">run</span>
<span data-t="2730.8">the</span>
<span data-t="2730.9">retro</span>
<span data-t="2731.7">and</span>
<span data-t="2731.9">like</span>
<span data-t="2732.4">the</span>
<span data-t="2732.6">screen</span>
<span data-t="2733.0">disappeared</span>
<span data-t="2733.6">and</span>
<span data-t="2733.8">then</span>
<span data-t="2734.0">I</span>
<span data-t="2734.2">see</span>
<span data-t="2734.4">like</span>
<span data-t="2734.6">all</span>
<span data-t="2734.8">four</span>
<span data-t="2735.0">of</span>
<span data-t="2735.1">us,</span>
<span data-t="2735.5">and</span>
<span data-t="2735.6">I&#39;m</span>
<span data-t="2735.7">looking</span>
<span data-t="2736.3">while</span>
<span data-t="2736.6">you&#39;re</span>
<span data-t="2736.7">talking</span>
<span data-t="2737.1">and</span>
<span data-t="2737.2">I&#39;m</span>
<span data-t="2737.3">like,</span>
<span data-t="2737.5">Uhhuh.</span>
<span data-t="2738.3">I&#39;m</span>
<span data-t="2738.4">like,</span>
<span data-t="2738.5">he&#39;s</span>
<span data-t="2738.8">gone.</span>
<span data-t="2739.1">He</span>
<span data-t="2739.2">is</span>
<span data-t="2739.3">not</span>
<span data-t="2739.6">in</span>
<span data-t="2739.6">the</span>
<span data-t="2739.7">list</span>
<span data-t="2739.9">of</span>
<span data-t="2740.0">participants.</span>
<span data-t="2742.3">Eric</span>
<span data-t="2742.6">is</span>
<span data-t="2742.8">gone,</span>
<span data-t="2743.2">y&#39;all.</span>
<span data-t="2743.6">And</span>
<span data-t="2743.8">I</span>
<span data-t="2744.0">don&#39;t</span>
<span data-t="2744.4">know</span>
<span data-t="2744.9">what</span>
</p>
<cite>Sarah Butt</cite>
<time>45:45</time>
<p>
<span data-t="2745.7">Do</span>
<span data-t="2746.2">we</span>
<span data-t="2746.3">have</span>
<span data-t="2746.4">a</span>
<span data-t="2746.5">BCP</span>
<span data-t="2747.1">for,</span>
<span data-t="2747.5">uh,</span>
<span data-t="2749.1">for,</span>
<span data-t="2749.5">uh,</span>
<span data-t="2750.1">facilitating</span>
<span data-t="2750.9">a</span>
<span data-t="2751.0">retro.</span>
</p>
<cite>Courtney</cite>
<time>45:52</time>
<p>
<span data-t="2752.2">I</span>
<span data-t="2752.4">am</span>
<span data-t="2752.8">quite</span>
<span data-t="2753.2">certain</span>
<span data-t="2753.5">that</span>
<span data-t="2753.7">someone</span>
<span data-t="2754.0">has</span>
<span data-t="2754.3">actually</span>
<span data-t="2754.6">gotten</span>
<span data-t="2754.9">called</span>
<span data-t="2755.1">into</span>
<span data-t="2755.4">another</span>
<span data-t="2755.7">incident</span>
<span data-t="2756.1">while</span>
<span data-t="2756.4">conducting</span>
<span data-t="2756.8">a</span>
<span data-t="2756.9">retro.</span>
<span data-t="2757.4">There</span>
<span data-t="2757.6">is</span>
<span data-t="2757.8">like</span>
<span data-t="2758.5">a</span>
<span data-t="2758.8">very</span>
<span data-t="2759.2">non-zero</span>
<span data-t="2759.6">chance</span>
<span data-t="2759.9">that</span>
<span data-t="2760.1">has</span>
<span data-t="2760.2">happened</span>
<span data-t="2760.4">to</span>
<span data-t="2760.5">somebody.</span>
</p>
<cite>Sarah Butt</cite>
<time>46:01</time>
<p>
<span data-t="2761.5">Oh</span>
<span data-t="2761.7">yeah.</span>
</p>
<cite>Courtney</cite>
<time>46:02</time>
<p>
<span data-t="2762.4">but,</span>
<span data-t="2762.8">so</span>
<span data-t="2763.2">I&#39;m</span>
<span data-t="2763.4">now</span>
<span data-t="2763.7">trying</span>
<span data-t="2764.0">to,</span>
<span data-t="2764.6">Incident</span>
<span data-t="2765.1">command</span>
<span data-t="2765.5">this.</span>
<span data-t="2765.7">I&#39;m</span>
<span data-t="2765.9">looking</span>
<span data-t="2766.2">in</span>
<span data-t="2766.3">Slack,</span>
<span data-t="2766.9">but</span>
<span data-t="2767.1">I</span>
<span data-t="2767.1">have</span>
<span data-t="2767.4">nothing</span>
<span data-t="2767.7">from</span>
<span data-t="2768.0">him,</span>
<span data-t="2768.9">and</span>
<span data-t="2769.6">if</span>
<span data-t="2769.8">he</span>
<span data-t="2770.5">lost</span>
<span data-t="2770.9">his</span>
<span data-t="2771.0">internet,</span>
<span data-t="2771.8">then</span>
<span data-t="2772.3">he&#39;s</span>
<span data-t="2772.6">also</span>
<span data-t="2772.9">not</span>
<span data-t="2773.3">going</span>
<span data-t="2773.7">to</span>
<span data-t="2773.7">be</span>
<span data-t="2773.8">able</span>
<span data-t="2774.1">to</span>
<span data-t="2774.2">tell</span>
<span data-t="2774.4">me</span>
<span data-t="2775.7">Slack</span>
</p>
<cite>Sarah Butt</cite>
<time>46:16</time>
<p>
<span data-t="2776.6">Alex,</span>
<span data-t="2776.9">can</span>
<span data-t="2777.1">you</span>
<span data-t="2777.3">text</span>
<span data-t="2777.8">him?</span>
<span data-t="2778.0">I</span>
<span data-t="2778.1">don&#39;t</span>
<span data-t="2778.3">know</span>
<span data-t="2778.4">if</span>
<span data-t="2778.5">I</span>
<span data-t="2778.6">have</span>
<span data-t="2778.8">his</span>
<span data-t="2778.9">number.</span>
<span data-t="2779.2">I</span>
<span data-t="2779.3">might.</span>
</p>
<cite>Courtney</cite>
<time>46:20</time>
<p>
<span data-t="2780.2">​I</span>
<span data-t="2780.8">Don&#39;t</span>
<span data-t="2781.4">know</span>
<span data-t="2781.7">if</span>
</p>
<cite>Sarah Butt</cite>
<time>46:21</time>
<p>
<span data-t="2781.8">have</span>
<span data-t="2782.1">his?</span>
<span data-t="2783.8">I</span>
<span data-t="2783.9">would</span>
<span data-t="2784.0">say</span>
<span data-t="2784.1">I&#39;m</span>
<span data-t="2784.2">pretty</span>
<span data-t="2784.4">sure</span>
<span data-t="2785.0">of</span>
<span data-t="2785.2">all</span>
<span data-t="2785.3">the</span>
<span data-t="2785.5">people,</span>
<span data-t="2786.2">Alex</span>
<span data-t="2786.6">is</span>
<span data-t="2786.7">gonna</span>
<span data-t="2786.9">be</span>
<span data-t="2787.0">the</span>
<span data-t="2787.1">one.</span>
</p>
<cite>Courtney</cite>
<time>46:27</time>
<p>
<span data-t="2787.8">okay.</span>
<span data-t="2788.4">I</span>
<span data-t="2788.9">am</span>
<span data-t="2789.0">gonna</span>
<span data-t="2789.3">hit</span>
<span data-t="2789.5">stop</span>
<span data-t="2790.3">really</span>
<span data-t="2790.6">quick.</span>
</p>
<time>46:40</time>
<p>
<span data-t="2800.7">So</span>
<span data-t="2801.0">it</span>
<span data-t="2801.2">turned</span>
<span data-t="2801.4">out</span>
<span data-t="2801.5">that</span>
<span data-t="2801.6">Eric</span>
<span data-t="2801.8">had</span>
<span data-t="2802.0">a</span>
<span data-t="2802.1">power</span>
<span data-t="2802.4">outage</span>
<span data-t="2803.2">in</span>
<span data-t="2803.9">Boulder,</span>
<span data-t="2804.3">Colorado,</span>
<span data-t="2804.9">where</span>
<span data-t="2805.1">he</span>
<span data-t="2805.2">lives</span>
<span data-t="2805.7">lost</span>
<span data-t="2806.0">his</span>
<span data-t="2806.1">internet,</span>
<span data-t="2806.8">all</span>
<span data-t="2807.0">of</span>
<span data-t="2807.1">that.</span>
<span data-t="2807.8">And</span>
<span data-t="2808.8">we</span>
<span data-t="2809.0">were</span>
<span data-t="2809.1">already</span>
<span data-t="2809.4">pushing,</span>
<span data-t="2810.4">I</span>
<span data-t="2810.5">don&#39;t</span>
<span data-t="2810.7">know,</span>
<span data-t="2810.8">I&#39;m</span>
<span data-t="2811.0">looking</span>
<span data-t="2811.2">at</span>
<span data-t="2811.3">the</span>
<span data-t="2811.3">timeline</span>
<span data-t="2811.8">like</span>
<span data-t="2812.0">45</span>
<span data-t="2812.7">minutes,</span>
<span data-t="2813.0">like</span>
<span data-t="2813.2">a</span>
<span data-t="2813.2">full</span>
<span data-t="2813.9">episode</span>
<span data-t="2814.6">of</span>
<span data-t="2814.9">the</span>
<span data-t="2814.9">podcast.</span>
<span data-t="2816.0">And</span>
<span data-t="2816.3">we</span>
<span data-t="2816.5">hadn&#39;t</span>
<span data-t="2816.8">even</span>
<span data-t="2817.5">scratched</span>
<span data-t="2818.1">the</span>
<span data-t="2818.2">surface.</span>
<span data-t="2818.8">So,</span>
<span data-t="2819.7">and</span>
<span data-t="2819.9">thankfully,</span>
<span data-t="2820.6">I</span>
<span data-t="2820.7">guess</span>
<span data-t="2820.9">it</span>
<span data-t="2821.0">was</span>
<span data-t="2821.1">a</span>
<span data-t="2821.1">good,</span>
<span data-t="2821.4">it</span>
<span data-t="2821.6">was</span>
<span data-t="2821.7">an</span>
<span data-t="2821.8">omen</span>
<span data-t="2822.2">because</span>
<span data-t="2823.0">right</span>
<span data-t="2823.2">after</span>
<span data-t="2823.7">Eric&#39;s</span>
<span data-t="2823.9">power</span>
<span data-t="2824.1">went</span>
<span data-t="2824.3">out,</span>
<span data-t="2824.5">I</span>
<span data-t="2824.6">got</span>
<span data-t="2824.7">a</span>
<span data-t="2824.7">migraine.</span>
<span data-t="2826.3">Unbeknownst</span>
<span data-t="2826.8">to</span>
<span data-t="2826.9">me</span>
<span data-t="2827.3">during</span>
<span data-t="2827.7">the</span>
<span data-t="2827.8">recording,</span>
<span data-t="2828.4">Sarah</span>
<span data-t="2828.7">was</span>
<span data-t="2828.8">also</span>
<span data-t="2829.0">getting</span>
<span data-t="2829.3">a</span>
<span data-t="2829.3">migraine,</span>
<span data-t="2829.8">so</span>
<span data-t="2831.5">I</span>
<span data-t="2831.6">don&#39;t</span>
<span data-t="2831.7">know</span>
<span data-t="2831.9">if</span>
<span data-t="2831.9">it&#39;s</span>
<span data-t="2832.1">like</span>
<span data-t="2833.0">incident</span>
<span data-t="2833.4">PTSD</span>
<span data-t="2834.5">or</span>
<span data-t="2834.8">what</span>
<span data-t="2835.3">the</span>
<span data-t="2835.5">hell</span>
<span data-t="2835.8">was</span>
<span data-t="2836.1">going</span>
<span data-t="2836.5">on,</span>
<span data-t="2837.2">but</span>
<span data-t="2838.1">we</span>
<span data-t="2838.3">decided</span>
<span data-t="2838.8">to</span>
<span data-t="2839.8">break</span>
<span data-t="2840.6">and</span>
<span data-t="2841.1">we</span>
<span data-t="2841.4">have</span>
<span data-t="2841.7">a</span>
<span data-t="2841.7">part</span>
<span data-t="2842.0">two</span>
<span data-t="2842.2">coming</span>
<span data-t="2842.7">for</span>
<span data-t="2843.0">you.</span>
<span data-t="2843.4">And</span>
<span data-t="2843.9">you&#39;ll</span>
<span data-t="2844.1">get</span>
<span data-t="2844.3">to</span>
<span data-t="2844.4">pick</span>
<span data-t="2844.7">up</span>
<span data-t="2844.9">where</span>
<span data-t="2845.3">we</span>
<span data-t="2845.8">also</span>
<span data-t="2846.5">left</span>
<span data-t="2846.8">off.</span>
<span data-t="2847.3">So</span>
<span data-t="2847.7">see</span>
<span data-t="2848.1">you.</span>
<span data-t="2848.9">In</span>
<span data-t="2849.0">the</span>
<span data-t="2849.1">next</span>
<span data-t="2849.4">one.</span>
</p>
</div>
</div>
</div> </div>
</div>
</div>
</div>
</div>
<div class="hidden xl:block">
<aside class="pt-10 xl:pt-2 px-0 xl:px-8 border-0 xl:border-l border-gray-200 no-underline-parent" role="complementary">
<div>
<h2 class="text-xl font-bold">Follow</h2>
<div class="py-2">
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