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<!doctype html><html><head><meta charset=utf-8><title>Ask an expert: How should startups approach on-call and incident response? – Increment: On-Call</title><meta name=description content='We asked several industry experts if they had any advice for small companies who are just starting to set up their on-call and incident response processes, and here’s what they said.'><link rel=canonical href=http://localhost:3000/on-call/ask-an-expert/ ><link rel=apple-touch-icon-precomposed href=/img/icon-571805a1.png><meta property=og:title content='Ask an expert: How should startups approach on-call and incident response? – Increment: On-Call'><meta property=og:url content=http://localhost:3000/on-call/ask-an-expert/ ><meta property=og:description content='We asked several industry experts if they had any advice for small companies who are just starting to set up their on-call and incident response processes, and here’s what they said.'><meta property=og:image content='https://images.ctfassets.net/3njn2qm7rrbs/41zK1dS4Q8FW5E1LgHV2Ta/83866f21aab2cf5deedcdb6f97de88af/cover.png?w=1000'><meta name=twitter:card content=summary_large_image><meta name=twitter:image content='https://images.ctfassets.net/3njn2qm7rrbs/41zK1dS4Q8FW5E1LgHV2Ta/83866f21aab2cf5deedcdb6f97de88af/cover.png?w=1000'><meta name=twitter:site content=@IncrementMag><meta name=twitter:title content='Ask an expert: How should startups approach on-call and incident response? – Increment: On-Call'><meta name=twitter:description content='We asked several industry experts if they had any advice for small companies who are just starting to set up their on-call and incident response processes, and here’s what they said.'><link rel=alternate type=application/rss+xml title=Increment href=/feed.xml><meta name=viewport content='width=device-width,initial-scale=1'><link rel=preload href=/fonts/baton-turbo/400-30a55d66.woff2 as=font type=font/woff2 crossorigin=anonymous><link rel=preload href=/fonts/baton-turbo/500-1603c0e8.woff2 as=font type=font/woff2 crossorigin=anonymous><link rel=preload href=/fonts/tiempos-text/400-c4810745.woff2 as=font type=font/woff2 crossorigin=anonymous><link rel=preload href=/fonts/tiempos-head/700-383ede62.woff2 as=font type=font/woff2 crossorigin=anonymous><link rel=stylesheet type=text/css href=/css/bundle-289d885f.css><link rel=stylesheet type=text/css href=/css/issues/1-a2738f50.css><script>// Don't fade art if it loads ~instantly
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}</script><header class='u-Container ArticleHeader'><div class=column><div class=u-Grid><div class=main><h4 class='t-Byline byline large'><a href=#authors class=j-SmoothScroll itemprop=author><span>Increment Staff</span></a></h4><h1 class='t-TitleSerif large title' itemprop=name>Ask an expert: How should startups approach on-call and incident response?</h1><div class='t-BodySans large intro' itemprop=description>We asked several industry experts if they had any advice for small companies who are just starting to set up their on-call and incident response processes, and here’s what they said.</div></div><a class=issue href=/on-call/ ><span class='t-Caps tiny part-of'>Part of</span><div class='IssueTitle small' style=color:#ef766e><div class='t-Caps meta'><span>Issue 1</span> <span>April 2017</span></div><h2 class='t-IssueTitle title'>On-Call</h2></div></a></div></div></header><div class='u-Container ArticleContent'><article class='ContentBody column' itemprop=articleBody><div class=ArticleLayout><p>“My cardinal piece of advice would be to foster an environment where incidents and outages are handled like unpleasant but unavoidable occurrences; the only way to never have outages is to not run anything in the first place! If everyone in the team feels comfortable declaring outages and facing them, with proper focus and application the rest will take care of itself.”</p><p><strong>— Alexis Lê-Quôc, CTO at Datadog</strong></p><p>“[If we had to start from scratch], we would probably centralize more of the incident response function, because a significant component of that comes from the experience you gain running incidents. With sufficiently large teams and stable systems, no individual experiences enough to become really good at it. Therefore, centralize function to improve the chances of getting good at it.”</p><p><strong>— Niall Richard Murphy, Head of Ads Reliability Engineering at Google</strong></p><p>“Don’t try to reinvent the wheel—there are a lot of articles, books, and other material online that you should be reading and learning from. Just like everything in engineering, take an iterative approach. Find a reasonable and simple process to try <strong>right now</strong>, see how it works for a few months and/or incidents, have a retrospective, and adapt based on what you have experienced and learnt.”</p><p><strong>— Phil Calçado, Director of Product Engineering at DigitalOcean</strong></p><p>“Keep [your on-call practices] simple but rigorous. Executive buy-in is critical. This is not something that should be bottoms-up, [but] should be driven from the highest levels of engineering. Reliability is easy to lose, and once you’ve lost it, it’s easily a massive project to climb out of the hole.”</p><p><strong>— Andrew Fong, Director of Engineering at Dropbox</strong></p><p>“Smaller companies [have fewer] on-call engineers and more tribal knowledge. The keys to success include not having alert fatigue and making sure that knowledge is captured and shared. Make sure that everything that alerts is actually human-actionable and be aggressive about suppressing alerts and fixing those root causes. Additionally, make sure there is solid coverage—do not rely on the “hero” approach of having one person handle incidents.”</p><p><strong>— Sweta Ackerman, Engineering Manager at PagerDuty</strong></p><p>“Don’t over-engineer the process when you are small—cover the basics. Bias towards recovery versus investigation during incidents. [Use postmortems to] follow up on remediations, and perform review for major incidents. Alert on a few high-quality business metrics to start—make sure users are being served!”</p><p><strong>— Jeremy Carroll, Site Reliability Engineer at Pinterest</strong></p></div></article></div><div class='u-Container ArticleFooter'><div class=column><div class='u-Grid ContentBody small content'><div class=authors id=authors></div><div class=topics><div class=text><h4>Topics</h4><p><a href=/topics/ask-an-expert/ >Ask an Expert</a></p><p><a href=/topics/guides/ >Guides & Best Practices</a></p></div></div></div></div></div></div><div class=SubscribeBox><a id=newsletter class=anchor href=#newsletter></a><div class='ContentBody inverted store'><div class=u-Container><div class='u-Grid column'><div class=box style=background:#4c70b1><div class=text><h2>Buy the print edition</h2><p class=j-TextBalance>Visit the Increment Store to purchase print issues.</p><p><a class='t-Caps u-Arrow' href=https://store.increment.com/ >Store</a></p></div><a href=https://store.increment.com/ class=magazine><figure class=j-MaskedImage data-fill=/art/19/19-cutout-1000-7ffb5dba.png data-mask=/art/19/fill-cms-1000-83522f38.png></figure></a></div></div></div></div><div class='ContentBody email'><div class=u-Container><div class='u-Grid column'><div class='j-EmailForm box' style='box-shadow:0 -5px 0 #4c70b1'></div></div></div></div></div><div class=ContinueReading><div class=u-Container><div class=column><h2 class='t-Caps xlarge'>Continue Reading</h2><ul class='u-Grid articles'><li class='ArticleBlock footer' style=color:#ef766e><a class=j-Preload href=/on-call/on-call-at-any-size/ ><div class='IssueTitle tiny' style=color:#ef766e><div class='t-Caps meta'><span>1</span></div><h3 class='t-IssueTitle title'>On-Call</h3></div><div class=text><div class=head><h4 class='t-Byline byline'><span>Increment Staff</span></h4><h3 class='t-TitleSans title'>On-call at any size</h3></div><div class='t-BodySerif small intro'>We take a close look at how to make on-call work at any scale, sharing industry best practices that apply to companies at any size, from tiny startups in garages to companies the size of Amazon, Facebook, and Google.</div></div></a></li><li class='ArticleBlock footer' style=color:#ef766e><a class=j-Preload href=/on-call/when-the-pager-goes-off/ ><div class='IssueTitle tiny' style=color:#ef766e><div class='t-Caps meta'><span>1</span></div><h3 class='t-IssueTitle title'>On-Call</h3></div><div class=text><div class=head><h4 class='t-Byline byline'><span>Increment Staff</span></h4><h3 class='t-TitleSans title'>What happens when the pager goes off?</h3></div><div class='t-BodySerif small intro'>To discover the state of incident response across the tech industry, we surveyed over thirty industry leaders (including Amazon, Dropbox, Facebook, Google, and Netflix) about their incident response processes.</div></div></a></li><li class='ArticleBlock footer' style=color:#ef766e><a class=j-Preload href=/on-call/who-owns-on-call/ ><div class='IssueTitle tiny' style=color:#ef766e><div class='t-Caps meta'><span>1</span></div><h3 class='t-IssueTitle title'>On-Call</h3></div><div class=text><div class=head><h4 class='t-Byline byline'><span>Increment Staff</span></h4><h3 class='t-TitleSans title'>Who owns on-call?</h3></div><div class='t-BodySerif small intro'>Industry leaders like Google, Amazon, Dropbox, Spotify, and Netflix are putting developers on-call for their software. We spoke to these companies to find out why.</div></div></a></li><li class='ArticleBlock footer' style=color:#ef766e><a class=j-Preload href=/on-call/the-benefits-of-transparency/ ><div class='IssueTitle tiny' style=color:#ef766e><div class='t-Caps meta'><span>1</span></div><h3 class='t-IssueTitle title'>On-Call</h3></div><div class=text><div class=head><h4 class='t-Byline byline'><span>Increment Staff</span></h4><h3 class='t-TitleSans title'>The benefits of transparency: Interview with Sytse “Sid” Sijbrandij, CEO of GitLab</h3></div><div class='t-BodySerif small intro'>We spoke with Sid about GitLab’s recent outage, its aftermath, and the impressive level of transparency GitLab offered the public during the outage.</div></div></a></li><li class='ArticleBlock footer' style=color:#53a88e><a class=j-Preload href=/development/what-its-like-to-be-a-developer-at/ ><div class='IssueTitle tiny' style=color:#53a88e><div class='t-Caps meta'><span>3</span></div><h3 class='t-IssueTitle title'>Development</h3></div><div class=text><div class=head><h4 class='t-Byline byline'><span>Increment Staff</span></h4><h3 class='t-TitleSans title'>What it’s like to be a developer at …</h3></div><div class='t-BodySerif small intro'>From popular tools to code review, deployment to daily life, here’s a look at the developer experience at Slack, Lyft, DigitalOcean, and more.</div></div></a></li><li class='ArticleBlock footer' style=color:#707aed><a class=j-Preload href=/cloud/interview-with-ben-uretsky-julia-austin-digitalocean/ ><div class='IssueTitle tiny' style=color:#707aed><div class='t-Caps meta'><span>2</span></div><h3 class='t-IssueTitle title'>Cloud</h3></div><div class=text><div class=head><h4 class='t-Byline byline'><span>Increment Staff</span></h4><h3 class='t-TitleSans title'>An interview with Ben Uretsky and Julia Austin, CEO and CTO of DigitalOcean</h3></div><div class='t-BodySerif small intro'>How DigitalOcean got started, how they managed to position it in the market, how they overcame the technical and economic challenges they faced along the way, and what they’re planning for the future.</div></div></a></li><li class='ArticleBlock footer' style=color:#d69336><a class=j-Preload href=/programming-languages/six-questions-on-programming-languages/ ><div class='IssueTitle tiny' style=color:#d69336><div class='t-Caps meta'><span>5</span></div><h3 class='t-IssueTitle title'>Programming Languages</h3></div><div class=text><div class=head><h4 class='t-Byline byline'><span>Increment Staff</span></h4><h3 class='t-TitleSans title'>Six questions on programming languages</h3></div><div class='t-BodySerif small intro'>Engineers at Fastly, Glossier, Optimizely, and more share which languages they use (and love!), how language knowledge factors into hiring, and where they see their current languages heading.</div></div></a></li><li class='ArticleBlock footer' style=color:#4a5ad3><a class=j-Preload href=/open-source/open-source-at-scale/ ><div class='IssueTitle tiny' style=color:#4a5ad3><div class='t-Caps meta'><span>9</span></div><h3 class='t-IssueTitle title'>Open Source</h3></div><div class=text><div class=head><h4 class='t-Byline byline'><span>Increment Staff</span></h4><h3 class='t-TitleSans title'>Open source at scale</h3></div><div class='t-BodySerif small intro'>Technical leaders at Microsoft, Kickstarter, DigitalOcean, and Red Hat answer questions about when and why to opt for OSS, how open source has influenced their organizations, and its future role in corporations.</div></div></a></li><li class='ArticleBlock footer' style=color:#e89e00><a class=j-Preload href=/testing/testing-at-scale/ ><div class='IssueTitle tiny' style=color:#e89e00><div class='t-Caps meta'><span>10</span></div><h3 class='t-IssueTitle title'>Testing</h3></div><div class=text><div class=head><h4 class='t-Byline byline'><span>Increment Staff</span></h4><h3 class='t-TitleSans title'>Testing at scale</h3></div><div class='t-BodySerif small intro'>Rob Zuber (CircleCI), Greg Bell and Claudiu Coman (Hootsuite), and Scott Triglia (Yelp) talk test suite times, manual versus automated testing, and how to build testing infrastructure.</div></div></a></li></ul><h3 class='t-Caps large'>Explore Topics</h3><ul class='t-BodySerif large topics'><li><a href=/topics/learn/ >Learn Something New</a></li><li><a href=/topics/scaling/ >Scaling & Growth</a></li><li><a href=/topics/ask-an-expert/ >Ask an Expert</a></li><li><a href=/topics/interviews/ >Interviews & Surveys</a></li><li><a href=/topics/guides/ >Guides & Best Practices</a></li><li><a href=/topics/opinion/ >Essays & Opinion</a></li><li><a href=/topics/culture/ >Workplace & Culture</a></li></ul><h3 class='t-Caps large'>All Issues</h3><ul class=issues><li><a href=/planning/ ><div class='IssueTitle large' style=color:#4c70b1><div class='t-Caps meta'><span>Issue 19</span> <span>November 2021</span></div><h1 class='t-IssueTitle title'>Planning</h1></div></a></li><li><a href=/mobile/ 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