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text-content-secondary-invert">Esc</kbd></div></button></div><div class="flex flex-col gap-8 max-lg:hidden"><ul class="flex flex-col text-body-sm"><li class="flex flex-col gap-3 relative group"><a class="block flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#content-top">Reducing our pager load</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#1-expected-errors">1: Expected errors</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#2-best-effort-paths">2: Best effort paths</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#3-transient-errors">3: Transient errors</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#4-demo-accounts">4: Demo accounts</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#so-did-it-work">So, did it work?</a></li></ul></div></div><div class="lg:max-w-[788px] grow flex flex-col gap-4 lg:gap-10" id="content-top"><div class="flex flex-col gap-4"><div class="flex flex-col gap-2"><h1 class="text-h3 text-balance">Reducing our pager load</h1></div><div class="flex flex-col gap-2 md:flex-row justify-between mt-auto"><div class="flex items-center gap-2"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"></div><a class="text-body-sm-emphasis leading-[1.1] w-min sm:w-auto transition hover:text-alarmalade-500" href="/blog/author/lisa">Lisa Karlin Curtis</a></span></div><div class="text-body-sm text-content-secondary">April 22, 2022<span> — <!-- -->6 min read</span></div></div></div><div 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/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fcb73e13a8d4bc20d242be54dd856500a8e167f93-1600x900.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1920&amp;q=75 1920w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fcb73e13a8d4bc20d242be54dd856500a8e167f93-1600x900.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=2048&amp;q=75 2048w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fcb73e13a8d4bc20d242be54dd856500a8e167f93-1600x900.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 3840w" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fcb73e13a8d4bc20d242be54dd856500a8e167f93-1600x900.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="prose prose-orange text-body max-w-none mb-6"><p class="">At incident.io, we pride ourselves on providing a great product to our customers.</p><p class="">We’re also a small team, so we move fast and (whisper it not) occasionally break things.</p><p class="">To mitigate the impact on our customers, we have our app set up so that every time our application raises an error (via Sentry), we get paged. It’s been this way since the very early days of <a href="https://incident.io" target="_blank" rel="noopener noreferrer" class="">incident.io</a>, and it’s helped us find and fix bugs super responsively - often before the customer even knows they’ve happened.</p><p class="">But it’s not all good news: having such a sensitive pager means that, inevitably, it’s <a href="https://incident.io/blog/reducing-alert-fatigue-in-incident-management" target="_blank" rel="noopener noreferrer" class="">a lot noisier</a> than we would like. The pager also has no concept of ‘<a href=" https://incident.io/blog/the-ultimate-guide-to-on-call-schedules" target="_blank" rel="noopener noreferrer" class="">working hours’</a>: we have customers around the world, and even if we didn’t - it’s not like incidents are a 9-to-5 sort of business anyway.</p><p class="">As we mature, we’ll eventually leave this behind and move to a more conventional model: paging on error rates &amp; a few critical paths rather than every single exception. However, we don’t have enough traffic yet for this to be reliable. Also; we like knowing when anything breaks - it’s kind of our superpower. It helps us keep the quality of the product really high, and also gives us confidence to ship quickly knowing we can find and fix things quickly if there are some sharp edges.</p><p class="">So, what do we do when the pager gets <strong><em>too loud?</em></strong></p><p class="">In mid-February, one of our engineers had a really bad week on the pager. Our pager load had increased, and meant they were <a href="https://incident.io/blog/pager-fatigue-making-the-invisible-work-visible" target="_blank" rel="noopener noreferrer" class="">woken up multiple times</a> in the week, which we considered unacceptable.</p><p class="">For the reasons explained above, we weren’t willing to let go of alerting on all our errors. So we set out to reduce our pager load in other ways.</p><p class="">To set the scene a bit more: we were looking for quick wins. There are many more sophisticated things we could do, but wanted the low-hanging fruit to get as much impact for as little engineering time as we could spare. Not because we don’t think it’s important: if we’d needed to spend more time, we would have. But engineering time is at a premium, so we want to try and use it wisely.</p><p class="">So here’s what we did to reduce our pager load.</p><h2 id="1-expected-errors" class=""><a class="heading-link" href="#1-expected-errors"><span class="icon icon-link"></span></a>1: Expected errors</h2><p class="">Our app talks to Slack, a lot. There are a few actions we do particularly regularly:</p><ul><li>Post a message to a channel</li><li>Invite someone to a channel</li><li>Get information about a channel</li></ul><p class="">There are a number of ‘expected’ ways that these actions can fail; for example if the channel is archived then we can’t send someone a message, or invite someone to it.</p><p class="">Most of the time, these should be treated as best effort (e.g. if we try to notify a channel that someone’s created an action, but the channel has been archived, that shouldn’t be considered an error). But of course, not always.</p><p class="">We use Go, and that means we explicitly return errors and each caller has to choose what to do with the error. We realised that this wasn’t nuanced enough for us: certain errors are due to expected situations (e.g. an archived channel) while others aren’t (e.g. a badly formatted message).</p><p class="">We chose to build helpers that return a <code>warning</code> and and <code>err</code>, so the helper would define which errors were ‘probably fine’ and which were unexpected. This means a caller can choose to handle or ignore each error, depending on how ‘best effort’ it wants to be.</p><pre class="refractor language-go"><code class="language-go"><span class="token comment">// PostMessage tries to post a message to a given Slack channel (or</span>
<span class="token comment">// user). It will return a warning for known issues (missing scope, archiving</span>
<span class="token comment">// channel, auth issues) or an error for anything else. It should be used in</span>
<span class="token comment">// favour of PostMessageContext in almost all contexts.</span>
<span class="token keyword">func</span> <span class="token function">PostMessage</span><span class="token punctuation">(</span>
ctx context<span class="token punctuation">.</span>Context<span class="token punctuation">,</span>
sc slackclient<span class="token punctuation">.</span>SlackClientExtended<span class="token punctuation">,</span>
channelID <span class="token builtin">string</span><span class="token punctuation">,</span>
fallbackText <span class="token builtin">string</span><span class="token punctuation">,</span>
messageOpts <span class="token operator">...</span>slack<span class="token punctuation">.</span>MsgOption<span class="token punctuation">,</span>
<span class="token punctuation">)</span> <span class="token punctuation">(</span>messageTs <span class="token operator">*</span><span class="token builtin">string</span><span class="token punctuation">,</span> warning <span class="token builtin">error</span><span class="token punctuation">,</span> err <span class="token builtin">error</span><span class="token punctuation">)</span> <span class="token punctuation">{</span>
messageOpts <span class="token operator">=</span> <span class="token function">append</span><span class="token punctuation">(</span>messageOpts<span class="token punctuation">,</span>
slack<span class="token punctuation">.</span><span class="token function">MsgOptionText</span><span class="token punctuation">(</span>fallbackText<span class="token punctuation">,</span> <span class="token boolean">false</span><span class="token punctuation">)</span><span class="token punctuation">)</span>
<span class="token comment">//lint:ignore SA1019 we want to allow this to be called only inside this helper</span>
<span class="token boolean">_</span><span class="token punctuation">,</span> messageTS<span class="token punctuation">,</span> err <span class="token operator">:=</span> sc<span class="token punctuation">.</span><span class="token function">PostMessageContext</span><span class="token punctuation">(</span>
ctx<span class="token punctuation">,</span> channelID<span class="token punctuation">,</span> messageOpts<span class="token operator">...</span><span class="token punctuation">)</span>
<span class="token keyword">if</span> err <span class="token operator">!=</span> <span class="token boolean">nil</span> <span class="token punctuation">{</span>
<span class="token keyword">if</span> slackerrors<span class="token punctuation">.</span><span class="token function">IsChannelNotFoundErr</span><span class="token punctuation">(</span>err<span class="token punctuation">)</span> <span class="token operator">||</span>
slackerrors<span class="token punctuation">.</span><span class="token function">IsIsArchivedErr</span><span class="token punctuation">(</span>err<span class="token punctuation">)</span> <span class="token operator">||</span>
slackerrors<span class="token punctuation">.</span><span class="token function">IsAuthenticationError</span><span class="token punctuation">(</span>err<span class="token punctuation">)</span> <span class="token operator">||</span>
slackerrors<span class="token punctuation">.</span><span class="token function">IsMissingScopeErr</span><span class="token punctuation">(</span>err<span class="token punctuation">)</span> <span class="token punctuation">{</span>
<span class="token keyword">return</span> <span class="token boolean">nil</span><span class="token punctuation">,</span> err<span class="token punctuation">,</span> <span class="token boolean">nil</span>
<span class="token punctuation">}</span>
<span class="token keyword">return</span> <span class="token boolean">nil</span><span class="token punctuation">,</span> <span class="token boolean">nil</span><span class="token punctuation">,</span> err
<span class="token punctuation">}</span>
<span class="token keyword">return</span> <span class="token operator">&amp;</span>amp<span class="token punctuation">;</span>messageTS<span class="token punctuation">,</span> <span class="token boolean">nil</span><span class="token punctuation">,</span> <span class="token boolean">nil</span>
<span class="token punctuation">}</span>
</code></pre><p class="">We used <code>staticcheck</code> to mark the underlying method as deprecated, so that no-one would accidentally bypass our new helpers.</p><h2 id="2-best-effort-paths" class=""><a class="heading-link" href="#2-best-effort-paths"><span class="icon icon-link"></span></a>2: Best effort paths</h2><p class="">Certain paths in our application are considered ‘best effort’. One example is the code we use to nudge users to (for example) update a summary if it’s not present. Of course, we’d like it to work: it’s part of our product. But we don’t think someone should be woken up in the middle of the night if it’s broken.</p><blockquote>We use <a href="https://sentry.io" target="_blank" rel="noopener noreferrer" class="">Sentry</a> to manage our exceptions, and PagerDuty to handle our <a href="https://incident.io/on-call" target="_blank" rel="noopener noreferrer" class="">on-call rota</a> and escalate to an engineer. We’ve also done lots of <a href="https://incident.io/blog/golang-errors" target="_blank" rel="noopener noreferrer" class="">work with Go errors</a> to make them play nicely with Sentry.</blockquote><p class="">We labelled these paths by setting a default <code>Urgency</code> on the context, which we review before sending our errors to Sentry. The urgency gets sent to Sentry, and our alerting rules mean only <code>Urgency=page</code> errors will wake someone up.</p><pre class="refractor language-go"><code class="language-go"><span class="token comment">// WithDefaultUrgency allows the caller to override the default urgency (which is</span>
<span class="token comment">// page) for a particular code path.</span>
<span class="token keyword">func</span> <span class="token function">WithDefaultUrgency</span><span class="token punctuation">(</span>ctx context<span class="token punctuation">.</span>Context<span class="token punctuation">,</span> urgency ErrorUrgencyType<span class="token punctuation">)</span> context<span class="token punctuation">.</span>Context <span class="token punctuation">{</span>
<span class="token keyword">return</span> context<span class="token punctuation">.</span><span class="token function">WithValue</span><span class="token punctuation">(</span>
ctx<span class="token punctuation">,</span>
defaultUrgencyKey<span class="token punctuation">,</span>
urgencyContext<span class="token punctuation">{</span>defaultUrgency<span class="token punctuation">:</span> <span class="token operator">&amp;</span>amp<span class="token punctuation">;</span>urgency<span class="token punctuation">}</span><span class="token punctuation">,</span>
<span class="token punctuation">)</span>
<span class="token punctuation">}</span>
</code></pre><p class="">You can see all the code we use to manage urgencies <a href="https://gist.github.com/paprikati/21152405b501cab6baf7f327423b1a84" target="_blank" rel="noopener noreferrer" class="">here</a>.</p><h2 id="3-transient-errors" class=""><a class="heading-link" href="#3-transient-errors"><span class="icon icon-link"></span></a>3: Transient errors</h2><p class="">Lots of our application work is asynchronous, triggered from Pub/Sub messages. We integrate with a lot of third parties (Slack, Jira, PagerDuty etc.) and often receive transient errors; as is the nature of HTTP requests and integrations.</p><p class="">We investigated trying to identify specific errors as transient, but found that many of the client libraries we use don’t make that particularly simple.</p><p class="">Instead, we opted for a quick fix.</p><p class="">We changed our code so that it would only page if a message couldn’t be processed more than 3 times. This felt like a fair balance between ‘we’ve given this a good shot’ and ‘something’s wrong and we’d like to know about it’.</p><h2 id="4-demo-accounts" class=""><a class="heading-link" href="#4-demo-accounts"><span class="icon icon-link"></span></a>4: Demo accounts</h2><p class="">Some of the pager noise was being driven from demo accounts; used by our sales and customer success teams to test and demonstrate parts of the product. As they were being re-used to demonstrate many different configurations, they would often encounter edge cases.</p><p class="">If anything was urgent our team could escalate to the on-call engineer themselves so we decided to stop paging if something went wrong with these accounts. The error is still raised, and we’d expect to review the error during working hours, but no-one should be woken up unnecessarily.</p><h2 id="so-did-it-work" class=""><a class="heading-link" href="#so-did-it-work"><span class="icon icon-link"></span></a>So, did it work?</h2><p class="">Well, yes. Of course there’s the consistent flow of <a href="https://incident.io/blog/sre-alerting-best-practices" target="_blank" rel="noopener noreferrer" class="">‘this shouldn’t have paged me’</a> style errors, which we fix as we encounter them. But overall, this was a step change in our pager load.</p><p class="">I’m sure we’ll have to run a similar project again as our pager load creeps up over time. 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srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ffdd2d553f58284a7641cb96adad76b70c273d127-690x690.png%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ffdd2d553f58284a7641cb96adad76b70c273d127-690x690.png%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=640&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ffdd2d553f58284a7641cb96adad76b70c273d127-690x690.png%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=640&amp;q=75"/></span><div class="text-pretty"><div class="text-content-primary text-body-emphasis">Lisa Karlin Curtis</div><div class="text-alarmalade-600 text-body-xs">Technical Lead</div></div></div><a class="relative inline-flex gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] border border-stroke-primary hover:border-stroke-hover text-content-primary dark:text-white text-body-emphasis h-[41px] px-4 py-2 max-sm:w-full" href="/blog/author/lisa">View more<!-- --> <span class="hidden sm:inline">from <!-- -->Lisa</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 16 16" fill="none" class="transition ease-in-out inline-block size-5 group-hover/button:translate-x-1"><path d="M12.8 8.59965H3.00002C2.66882 8.59965 2.40002 8.33085 2.40002 7.99965C2.40002 7.66845 2.66882 7.39965 3.00002 7.39965H12.8C13.1312 7.39965 13.4 7.66845 13.4 7.99965C13.4 8.33085 13.1312 8.59965 12.8 8.59965Z" fill="currentColor"></path><path d="M9.60002 11.9996C9.53122 11.9996 9.46082 11.9876 9.39202 11.9628C9.08082 11.8476 8.92242 11.5028 9.03682 11.1924C9.66242 9.49645 10.7328 8.53005 11.5816 8.00045C10.7328 7.47085 9.66322 6.50445 9.03682 4.80845C8.92162 4.49725 9.08082 4.15245 9.39202 4.03805C9.70322 3.92125 10.048 4.08285 10.1624 4.39325C11.0656 6.84205 13.0656 7.39805 13.1496 7.42045C13.4144 7.49085 13.5992 7.73085 13.5976 8.00365C13.596 8.27725 13.412 8.51565 13.1464 8.58285C13.0648 8.60445 11.0656 9.16045 10.1624 11.6092C10.0728 11.8516 9.84402 12.0012 9.59922 12.0012L9.60002 11.9996Z" fill="currentColor"></path></svg></a></div></div></div></section><section class="flex flex-col gap-6"><div class="flex flex-col md:flex-row justify-between gap-4"><h2 class="text-h3">See related articles</h2><a class="relative gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] bg-surface-secondary hover:bg-surface-tertiary active:bg-surface-quaternary text-content-primary text-body-emphasis h-[41px] px-4 py-2 hidden md:block" href="/blog">View all<svg 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fill="currentColor"></path></svg></a></div><div class="grid grid-cols-1 md:grid-cols-2 lg:grid-cols-3 gap-8 md:gap-4"><a id="96c39cdc-e0c8-4ab5-833a-a0b3ddcfb262" class="group flex flex-col" href="/blog/introducing-investigations-powered-by-nexus"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&amp;_img]:transition-all [&amp;_img]:rounded-lg group-hover:[&amp;_img]:rounded"><img alt="Introducing Investigations, powered by Nexus." loading="lazy" width="2400" height="1285" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ffe5cc8a5e40649335c29265f6d423361338262f8-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 1x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ffe5cc8a5e40649335c29265f6d423361338262f8-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Introducing Investigations, powered by Nexus.</h3><p class="text-body-sm line-clamp-2">Today we&#x27;re launching Investigations: agentic root cause analysis that starts the moment you&#x27;re paged, figures out what broke and why, and works with your team through to resolution. Here&#x27;s what we built, what&#x27;s powering it, and why it took some time to get right.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Pete Hamilton" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F4884ed999f884514b6fc1571af01407f7c78c286-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F4884ed999f884514b6fc1571af01407f7c78c286-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F4884ed999f884514b6fc1571af01407f7c78c286-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">Pete Hamilton</span></span></div><div class="text-body-sm text-content-secondary">August 5, 2026</div></div></div></a><a id="651de2c6-9c54-4c87-9ddd-0a7f5a01f0ad" class="group flex flex-col" href="/blog/fact-checking-pager-dutys-opsgenie-alternatives-comparison-table"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&amp;_img]:transition-all [&amp;_img]:rounded-lg group-hover:[&amp;_img]:rounded"><img alt="Fact-checking PagerDuty&#x27;s Opsgenie alternatives comparison table" loading="lazy" width="2400" height="1285" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ff159625bf31292b9bc4aec061f1c4962f67575d8-2400x1285.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 1x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ff159625bf31292b9bc4aec061f1c4962f67575d8-2400x1285.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Fact-checking PagerDuty&#x27;s Opsgenie alternatives comparison table</h3><p class="text-body-sm line-clamp-2">PagerDuty published a new comparison table about incident.io. Once again, it describes a product we don&#x27;t recognize. So once again, we&#x27;re correcting the record, row by row, with receipts.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Tom Wentworth" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">Tom Wentworth</span></span></div><div class="text-body-sm text-content-secondary">July 28, 2026</div></div></div></a><a id="9a857ba5-4802-4914-824c-4d39edf3d2bc" class="group flex flex-col" href="/blog/introducing-the-opsgenie-rescue-program"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&amp;_img]:transition-all [&amp;_img]:rounded-lg group-hover:[&amp;_img]:rounded"><img alt="Your genie is vanishing: introducing the Opsgenie rescue program" loading="lazy" width="2000" height="1125" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F99b4ca44ffdb44a3f5ebac2d9e18dd8044cf3967-2000x1125.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=2048&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F99b4ca44ffdb44a3f5ebac2d9e18dd8044cf3967-2000x1125.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F99b4ca44ffdb44a3f5ebac2d9e18dd8044cf3967-2000x1125.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Your genie is vanishing: introducing the Opsgenie rescue program</h3><p class="text-body-sm line-clamp-2">Today, we&#x27;re launching the Opsgenie Rescue Program to make that landing soft: simplified migration and free overlap so you never pay two vendors at once.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Tom Wentworth" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">Tom Wentworth</span></span></div><div class="text-body-sm text-content-secondary">July 9, 2026</div></div></div></a></div><a class="relative inline-flex gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] bg-surface-secondary hover:bg-surface-tertiary active:bg-surface-quaternary text-content-primary text-body-emphasis h-[41px] px-4 py-2 md:hidden" href="/blog">View all<svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 16 16" fill="none" class="transition ease-in-out inline-block size-5 group-hover/button:translate-x-1"><path 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1.95 2.021 3.847 3.05 5.762.177.33.392.638.664 1.078.278-.285.499-.494.699-.72q.608-.78 1.305-1.48c.858-.759 1.837-.509 2.286.547q.232.598.343 1.228a66 66 0 0 1 1.509 12.259c.016.812-.048 1.604-.622 2.224-1.29.273-2.019-.428-2.559-1.393-.596-1.065-1.132-2.164-1.763-3.378-.626.854-1.217 1.63-1.773 2.43-.332.479-.651 1.009-1.315.902-.741-.12-1.103-.694-1.26-1.383-.337-1.48-.658-2.961-.98-4.444-.643-2.962-1.302-5.921-1.915-8.89a31 31 0 0 1-.555-3.632c-.045-.521.21-1.067.329-1.6z"></path><defs><clipPath id="server-racks_svg__a"><path fill="#fff" d="M48.644 83.479c0-9.395 7.616-17.012 17.01-17.012h102.878v79.386H48.644z"></path></clipPath><clipPath id="server-racks_svg__b"><path fill="#fff" d="m185.411 28.395 59.945 103.826-32.271 18.632L153.14 47.026z"></path></clipPath></defs></svg><h2 class="text-h3 md:text-h2 text-balance max-w-[588px]">So good, you’ll break things on purpose</h2><p class="text-body md:text-body-lg max-w-[588px]">Ready for modern incident management? Book a call with one of our experts today.</p></div><div class="flex gap-4 flex-col lg:flex-row lg:gap-4"><div class="basis-1/2"><img alt="Signup image" loading="lazy" width="1176" height="641" decoding="async" data-nimg="1" class="w-full h-full object-cover rounded-lg" style="color:transparent" srcSet="/_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=1200&amp;q=75 1x, /_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=3840&amp;q=75 2x" src="/_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=3840&amp;q=75"/></div><div class="basis-1/2 flex flex-col gap-6 bg-surface-secondary rounded-lg p-6"><div class="grow"><h3 class="text-body-emphasis mb-2">We’d love to talk to you about</h3><ul class="flex flex-col gap-2 text-body-serif grow"><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>All-in-one incident management</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>Our unmatched speed of deployment</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>Why we’re loved by users and easily adopted</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>How we work for the whole organization</li></ul></div><div class="flex justify-between items-center"><div class="w-full flex gap-4 flex-col sm:flex-row whitespace-nowrap"><a class="relative inline-flex gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 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It’s been this way since the very early days of \"},{\"_key\":\"64990108515c1\",\"_type\":\"span\",\"marks\":[\"ce7a27a6e7de\"],\"text\":\"incident.io\"},{\"_key\":\"64990108515c2\",\"_type\":\"span\",\"marks\":[],\"text\":\", and it’s helped us find and fix bugs super responsively - often before the customer even knows they’ve happened.\"}],\"markDefs\":[{\"_key\":\"ce7a27a6e7de\",\"_type\":\"link\",\"href\":\"http://incident.io\"}],\"style\":\"normal\"},{\"_key\":\"9969ae4ec404\",\"_type\":\"block\",\"children\":[{\"_key\":\"9969ae4ec4040\",\"_type\":\"span\",\"marks\":[],\"text\":\"But it’s not all good news: having such a sensitive pager means that, inevitably, it’s \"},{\"_key\":\"4c5ef481ef64\",\"_type\":\"span\",\"marks\":[\"038459b72d8a\"],\"text\":\"a lot noisier\"},{\"_key\":\"03805d51aff2\",\"_type\":\"span\",\"marks\":[],\"text\":\" than we would like. The pager also has no concept of ‘\"},{\"_key\":\"9832749ae3a6\",\"_type\":\"span\",\"marks\":[\"76a4cadf399e\"],\"text\":\"working hours’\"},{\"_key\":\"5be69742ae28\",\"_type\":\"span\",\"marks\":[],\"text\":\": we have customers around the world, and even if we didn’t - it’s not like incidents are a 9-to-5 sort of business anyway.\"}],\"markDefs\":[{\"_key\":\"76a4cadf399e\",\"_type\":\"link\",\"autoDownloadFile\":false,\"displayMode\":\"normal\",\"href\":\" https://incident.io/blog/the-ultimate-guide-to-on-call-schedules\",\"openInNewWindow\":true},{\"_key\":\"038459b72d8a\",\"_type\":\"link\",\"autoDownloadFile\":false,\"displayMode\":\"normal\",\"href\":\"https://incident.io/blog/reducing-alert-fatigue-in-incident-management\",\"openInNewWindow\":true}],\"style\":\"normal\"},{\"_key\":\"ddb460382087\",\"_type\":\"block\",\"children\":[{\"_key\":\"ddb4603820870\",\"_type\":\"span\",\"marks\":[],\"text\":\"As we mature, we’ll eventually leave this behind and move to a more conventional model: paging on error rates \u0026 a few critical paths rather than every single exception. 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Our pager load had increased, and meant they were \"},{\"_key\":\"67ee4767a188\",\"_type\":\"span\",\"marks\":[\"3824a70cf841\"],\"text\":\"woken up multiple times\"},{\"_key\":\"6837272e71c8\",\"_type\":\"span\",\"marks\":[],\"text\":\" in the week, which we considered unacceptable.\"}],\"markDefs\":[{\"_key\":\"3824a70cf841\",\"_type\":\"link\",\"autoDownloadFile\":false,\"displayMode\":\"normal\",\"href\":\"https://incident.io/blog/pager-fatigue-making-the-invisible-work-visible\",\"openInNewWindow\":true}],\"style\":\"normal\"},{\"_key\":\"ed7012ad0e63\",\"_type\":\"block\",\"children\":[{\"_key\":\"ed7012ad0e630\",\"_type\":\"span\",\"marks\":[],\"text\":\"For the reasons explained above, we weren’t willing to let go of alerting on all our errors. So we set out to reduce our pager load in other ways.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"15be9a8978da\",\"_type\":\"block\",\"children\":[{\"_key\":\"15be9a8978da0\",\"_type\":\"span\",\"marks\":[],\"text\":\"To set the scene a bit more: we were looking for quick wins. There are many more sophisticated things we could do, but wanted the low-hanging fruit to get as much impact for as little engineering time as we could spare. Not because we don’t think it’s important: if we’d needed to spend more time, we would have. 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But of course, not always.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"73d564d15fab\",\"_type\":\"block\",\"children\":[{\"_key\":\"73d564d15fab0\",\"_type\":\"span\",\"marks\":[],\"text\":\"We use Go, and that means we explicitly return errors and each caller has to choose what to do with the error. 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It should be used in\\n// favour of PostMessageContext in almost all contexts.\\nfunc PostMessage(\\n ctx context.Context,\\n\\tsc slackclient.SlackClientExtended,\\n\\tchannelID string,\\n\\tfallbackText string,\\n\\tmessageOpts ...slack.MsgOption,\\n) (messageTs *string, warning error, err error) {\\n\\tmessageOpts = append(messageOpts,\\n slack.MsgOptionText(fallbackText, false))\\n\\n\\t//lint:ignore SA1019 we want to allow this to be called only inside this helper\\n\\t_, messageTS, err := sc.PostMessageContext(\\n ctx, channelID, messageOpts...)\\n\\n\\tif err != nil {\\n\\t\\tif slackerrors.IsChannelNotFoundErr(err) ||\\n\\t\\t\\tslackerrors.IsIsArchivedErr(err) ||\\n\\t\\t\\tslackerrors.IsAuthenticationError(err) ||\\n\\t\\t\\tslackerrors.IsMissingScopeErr(err) {\\n\\t\\t\\treturn nil, err, nil\\n\\t\\t}\\n\\t\\treturn nil, nil, err\\n\\t}\\n\\treturn \u0026amp;messageTS, nil, nil\\n}\\n\",\"language\":\"go\",\"markDefs\":null},{\"_key\":\"cf2acdf2b05e\",\"_type\":\"block\",\"children\":[{\"_key\":\"cf2acdf2b05e0\",\"_type\":\"span\",\"marks\":[],\"text\":\"We used \"},{\"_key\":\"cf2acdf2b05e1\",\"_type\":\"span\",\"marks\":[\"code\"],\"text\":\"staticcheck\"},{\"_key\":\"cf2acdf2b05e2\",\"_type\":\"span\",\"marks\":[],\"text\":\" to mark the underlying method as deprecated, so that no-one would accidentally bypass our new helpers.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"31362405f5d8\",\"_type\":\"block\",\"children\":[{\"_key\":\"31362405f5d80\",\"_type\":\"span\",\"marks\":[],\"text\":\"2: Best effort paths\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-2-best-effort-paths\",\"slug\":\"2-best-effort-paths\"}],\"style\":\"h2\"},{\"_key\":\"e00b5d259eb6\",\"_type\":\"block\",\"children\":[{\"_key\":\"e00b5d259eb60\",\"_type\":\"span\",\"marks\":[],\"text\":\"Certain paths in our application are considered ‘best effort’. One example is the code we use to nudge users to (for example) update a summary if it’s not present. Of course, we’d like it to work: it’s part of our product. But we don’t think someone should be woken up in the middle of the night if it’s broken.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"086065fa5e1c\",\"_type\":\"block\",\"children\":[{\"_key\":\"086065fa5e1c0\",\"_type\":\"span\",\"marks\":[],\"text\":\"We use \"},{\"_key\":\"086065fa5e1c1\",\"_type\":\"span\",\"marks\":[\"138ec72b84e5\"],\"text\":\"Sentry\"},{\"_key\":\"086065fa5e1c2\",\"_type\":\"span\",\"marks\":[],\"text\":\" to manage our exceptions, and PagerDuty to handle our \"},{\"_key\":\"c839d95a9a5e\",\"_type\":\"span\",\"marks\":[\"44b8e0026e0e\"],\"text\":\"on-call rota\"},{\"_key\":\"a2df8b70aada\",\"_type\":\"span\",\"marks\":[],\"text\":\" and escalate to an engineer. We’ve also done lots of \"},{\"_key\":\"086065fa5e1c3\",\"_type\":\"span\",\"marks\":[\"35d676d89279\"],\"text\":\"work with Go errors\"},{\"_key\":\"086065fa5e1c4\",\"_type\":\"span\",\"marks\":[],\"text\":\" to make them play nicely with Sentry.\"}],\"markDefs\":[{\"_key\":\"138ec72b84e5\",\"_type\":\"link\",\"href\":\"https://sentry.io\"},{\"_key\":\"35d676d89279\",\"_type\":\"link\",\"href\":\"https://incident.io/blog/golang-errors\"},{\"_key\":\"44b8e0026e0e\",\"_type\":\"link\",\"autoDownloadFile\":false,\"displayMode\":\"normal\",\"href\":\"https://incident.io/on-call\",\"openInNewWindow\":true}],\"style\":\"blockquote\"},{\"_key\":\"fbcefadcec18\",\"_type\":\"block\",\"children\":[{\"_key\":\"fbcefadcec180\",\"_type\":\"span\",\"marks\":[],\"text\":\"We labelled these paths by setting a default \"},{\"_key\":\"fbcefadcec181\",\"_type\":\"span\",\"marks\":[\"code\"],\"text\":\"Urgency\"},{\"_key\":\"fbcefadcec182\",\"_type\":\"span\",\"marks\":[],\"text\":\" on the context, which we review before sending our errors to Sentry. The urgency gets sent to Sentry, and our alerting rules mean only \"},{\"_key\":\"fbcefadcec183\",\"_type\":\"span\",\"marks\":[\"code\"],\"text\":\"Urgency=page\"},{\"_key\":\"fbcefadcec184\",\"_type\":\"span\",\"marks\":[],\"text\":\" errors will wake someone up.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7dc062fb428d\",\"_type\":\"code\",\"code\":\"// WithDefaultUrgency allows the caller to override the default urgency (which is\\n// page) for a particular code path.\\nfunc WithDefaultUrgency(ctx context.Context, urgency ErrorUrgencyType) context.Context {\\n\\treturn context.WithValue(\\n ctx,\\n defaultUrgencyKey,\\n urgencyContext{defaultUrgency: \u0026amp;urgency},\\n )\\n}\\n\",\"language\":\"go\",\"markDefs\":null},{\"_key\":\"985f011e460d\",\"_type\":\"block\",\"children\":[{\"_key\":\"985f011e460d0\",\"_type\":\"span\",\"marks\":[],\"text\":\"You can see all the code we use to manage urgencies \"},{\"_key\":\"985f011e460d1\",\"_type\":\"span\",\"marks\":[\"1f35899c4b8e\"],\"text\":\"here\"},{\"_key\":\"985f011e460d2\",\"_type\":\"span\",\"marks\":[],\"text\":\".\"}],\"markDefs\":[{\"_key\":\"1f35899c4b8e\",\"_type\":\"link\",\"href\":\"https://gist.github.com/paprikati/21152405b501cab6baf7f327423b1a84\"}],\"style\":\"normal\"},{\"_key\":\"224a3878da2c\",\"_type\":\"block\",\"children\":[{\"_key\":\"224a3878da2c0\",\"_type\":\"span\",\"marks\":[],\"text\":\"3: Transient errors\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-3-transient-errors\",\"slug\":\"3-transient-errors\"}],\"style\":\"h2\"},{\"_key\":\"345322e96269\",\"_type\":\"block\",\"children\":[{\"_key\":\"345322e962690\",\"_type\":\"span\",\"marks\":[],\"text\":\"Lots of our application work is asynchronous, triggered from Pub/Sub messages. 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