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sizes="16x16" href="/favicon-16x16.png"/><title>The things we find hardest in incident response | Blog | incident.io</title><meta name="description" content="No matter how good your tooling is, how experienced you are, or how much you&#x27;ve prepared, incidents can still be hard. Despite the five of us at incident.io racking up some serious incident hours, we didn’t struggle to come up with a lengthy list of things we still find difficult in incidents."/><meta name="keywords" content="incident,incident management,incident response,post mortem,outage,slack incident,incident channel"/><meta name="slack-app-id" content="A01DEGPUHHC"/><link rel="canonical" href="https://incident.io/blog/the-things-we-find-hardest-in-incident-response"/><link rel="alternate" type="text/markdown" href="https://incident.io/blog/the-things-we-find-hardest-in-incident-response.md"/><meta property="og:title" content="The things we find hardest in incident response | Blog | incident.io"/><meta property="og:description" content="No matter how good your tooling is, how experienced you are, or how much you&#x27;ve prepared, incidents can still be hard. Despite the five of us at incident.io racking up some serious incident hours, we didn’t struggle to come up with a lengthy list of things we still find difficult in incidents."/><meta property="og:image" content="https://incident.io/socialcard/blog/the-things-we-find-hardest-in-incident-response?1690358761000"/><meta property="og:image:width" content="1200"/><meta property="og:image:height" content="628"/><meta name="twitter:card" content="summary_large_image"/><meta name="twitter:site" content="@incident_io"/><meta name="twitter:creator" content="@incident_io"/><meta name="twitter:title" content="The things we find hardest in incident response | Blog"/><meta name="twitter:description" content="No matter how good your tooling is, how experienced you are, or how much you&#x27;ve prepared, incidents can still be hard. Despite the five of us at incident.io racking up some serious incident hours, we didn’t struggle to come up with a lengthy list of things we still find difficult in incidents."/><meta name="twitter:image" content="https://incident.io/socialcard/blog/the-things-we-find-hardest-in-incident-response?1690358761000"/><meta name="twitter:image:width" content="1200"/><meta name="twitter:image:height" content="628"/><link rel="icon" href="/icons/icon-48x48.png"/><link rel="apple-touch-icon" href="/icons/icon-48x48.png" sizes="48x48"/><link rel="apple-touch-icon" href="/icons/icon-72x72.png" sizes="72x72"/><link rel="apple-touch-icon" href="/icons/icon-96x96.png" sizes="96x96"/><link rel="apple-touch-icon" href="/icons/icon-144x144.png" sizes="144x144"/><link rel="apple-touch-icon" href="/icons/icon-192x192.png" sizes="192x192"/><link rel="apple-touch-icon" href="/icons/icon-256x256.png" sizes="256x256"/><link rel="apple-touch-icon" href="/icons/icon-384x384.png" sizes="384x384"/><link rel="apple-touch-icon" href="/icons/icon-512x512.png" sizes="512x512"/><script src="/_next/static/immutable/chunks/0c0hxoamwjsbw.js" noModule=""></script></head><body><div hidden=""><!--$--><!--/$--></div><script type="application/ld+json" id="organization-jsonld-Organization">{"@context":"https://schema.org","@type":"Organization","name":"incident.io","url":"https://incident.io","logo":"https://incident.io/icons/icon-512x512.png","sameAs":["https://x.com/incident_io","https://www.linkedin.com/company/incident-io","https://www.youtube.com/@incident-io","https://bsky.app/profile/incident.io"]}</script><!--$--><!--/$--><script type="application/ld+json" id="article-jsonld-BlogPosting">{"@context":"https://schema.org","@type":"BlogPosting","headline":"The things we find hardest in incident response","url":"https://incident.io/blog/the-things-we-find-hardest-in-incident-response","author":[{"@type":"Person","name":"Chris Evans"}],"datePublished":"2021-09-15T00:00:00.000Z","dateModified":"2021-09-15T00:00:00.000Z","image":["https://cdn.sanity.io/images/oqy5aexb/production/1517b0ea85b1db5d9d981a5949e78d95624831f4-2852x1899.jpg?w=2000&fit=max&auto=format"],"publisher":{"@type":"Organization","name":"incident.io","url":"https://incident.io"},"description":"No matter how good your tooling is, how experienced you are, or how much you've prepared, incidents can still be hard. 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hover:text-alarmalade-500" href="#content-top">The things we find hardest in incident response</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#stephen">Stephen</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#working-out-the-most-highly-leveraged-role-to-play">Working out the most highly leveraged role to play</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="#chris">Chris</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#getting-up-to-speed-without-disrupting-the-flow">Getting up to speed without disrupting the flow</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="#pete">Pete</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#making-decisions-quickly-as-an-individual-vs-context-sharing-and-consensus">Making decisions quickly as an individual vs context sharing and consensus</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#keeping-track-of-threads-virtual-not-slack">Keeping track of threads (virtual, not Slack)</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="#lisa">Lisa</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#striking-a-balance-between-trusting-your-gut-and-systematically-gathering-evidence">Striking a balance between trusting your gut and systematically gathering evidence</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="#lawrence">Lawrence</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#recovering-from-bad-assumptions">Recovering from bad assumptions</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">The things we find hardest in incident response</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/chris">Chris Evans</a></span></div><div class="text-body-sm text-content-secondary">September 15, 2021<span> — <!-- -->10 min read</span></div></div></div><div class="relative"><span class="relative overflow-hidden block align-top transition-opacity opacity-0 w-full rounded-lg"><img alt="" width="2852" height="1899" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent;view-transition-name:blog-the-things-we-find-hardest-in-incident-response" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F1517b0ea85b1db5d9d981a5949e78d95624831f4-2852x1899.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=60&amp;q=75 60w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F1517b0ea85b1db5d9d981a5949e78d95624831f4-2852x1899.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=64&amp;q=75 64w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F1517b0ea85b1db5d9d981a5949e78d95624831f4-2852x1899.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=96&amp;q=75 96w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F1517b0ea85b1db5d9d981a5949e78d95624831f4-2852x1899.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 128w, 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/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F1517b0ea85b1db5d9d981a5949e78d95624831f4-2852x1899.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=828&amp;q=75 828w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F1517b0ea85b1db5d9d981a5949e78d95624831f4-2852x1899.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1080&amp;q=75 1080w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F1517b0ea85b1db5d9d981a5949e78d95624831f4-2852x1899.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1200&amp;q=75 1200w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F1517b0ea85b1db5d9d981a5949e78d95624831f4-2852x1899.jpg%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%2F1517b0ea85b1db5d9d981a5949e78d95624831f4-2852x1899.jpg%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%2F1517b0ea85b1db5d9d981a5949e78d95624831f4-2852x1899.jpg%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%2F1517b0ea85b1db5d9d981a5949e78d95624831f4-2852x1899.jpg%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="">No matter how good your tooling is, how experienced you are, or how much you&#x27;ve prepared, incidents can still be hard. Despite the five (soon to be more!) of us at incident.io racking up some serious incident hours, we didn’t struggle to come up with a lengthy list of things we still find difficult in incidents. Whilst we’ll be using this list to drive improvements to our product, we thought we’d open it up for the world to see in the meantime.</p><h2 id="stephen" class=""><a class="heading-link" href="#stephen"><span class="icon icon-link"></span></a>Stephen</h2><h3 id="working-out-the-most-highly-leveraged-role-to-play" class=""><a class="heading-link" href="#working-out-the-most-highly-leveraged-role-to-play"><span class="icon icon-link"></span></a>Working out the most highly leveraged role to play</h3><p class="">Whenever I’m leading larger incidents, I find it really hard to avoid the temptation to try and debug/fix the things, as opposed to assembling a team and running the process that fixes the thing. Because of my technical background, it’s always tempting to dive into the logs, look at the code, and see how I might fix things.</p><div><div class="rawhtml"><div class="!my-16 max-w-xl mx-auto pl-6 text-gray-900 text-2xl border-l-2 border-orange-600 sm:text-3xl">
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<p class="!mt-4"> You might be qualified to do it, but that’s not why you’re here — you’re here to lead the incident </p>
</div></div></div><p class="">You might be qualified to do it, but that’s not why you’re here — you’re here to lead the incident. I always have to remind myself that I’m playing an explicit role, of which there is only one of me in the incident, so it’s really important that I stay focused on driving the incident to completion.</p><p class="">More generally, working out the most high leveraged role to play can be tricky - do you step in and offer to take over over the lead role and free more people up to investigate, throw yourself into the fray and start investigating / providing any context you might have, or ask, but then wait to be told what to do? Sometimes it’s clear, and that’s fine. Other times it’s not. Get it wrong and you risk bad customer outcomes and/or disempowering people. Ideally you’d ask clarifying questions to make the call, but when everything is one fire, that’s hard too, and it’s very easy to give an impression you don’t trust the people already involved.</p><h2 id="chris" class=""><a class="heading-link" href="#chris"><span class="icon icon-link"></span></a>Chris</h2><h3 id="getting-up-to-speed-without-disrupting-the-flow" class=""><a class="heading-link" href="#getting-up-to-speed-without-disrupting-the-flow"><span class="icon icon-link"></span></a>Getting up to speed without disrupting the flow</h3><p class="">Before starting incident.io, my most recent involvement in incidents has been as an Incident Manager, where I’d typically be drafted into relatively serious issues. That’d typically mean a large impact on our customers, a complex systems failure, or some kind of organizational complexity to navigate.</p><p class="">More often than not, I’d be pulled in after a number of people had already been involved and were deep in the weeds of a problem. Getting up to speed and in the loop quickly was always something I found hard, for a few reasons:</p><ul><li>I’d almost certainly have been paged because a decision needed to be made, or someone needed some context about the process that I should have. It wasn’t uncommon to be paged in the middle of the night so the pressure to orient and get involved compounded to the point where it could be quite debilitating.</li><li>There’d typically be a huge amount of context to load before I could be useful. I could be paged into any number of different domains, so getting to grips with the situation at hand always took time that I didn’t feel I had.</li><li>The folks who were involved were already under pressure to get things sorted, and the last thing I wanted to do is place further demands on their time and attention.</li></ul><p class="">The best thing about these problems? I recognised they were largely self imposed, based on poor assumptions, and totally manageable. Finding myself in the same situation today, I’d offer this advice:</p><div><div class="rawhtml"><div class="!my-16 max-w-xl mx-auto pl-6 text-gray-900 text-2xl border-l-2 border-orange-600 sm:text-3xl">
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<p class="!mt-4"> Take a breath and accept that you can’t hit the ground at 100mph </p>
</div></div></div><p class="">Take a breath and accept that you can’t hit the ground at 100mph. Let folks know why you’ve joined, how you can help, and that you&#x27;re taking 5 mins to get up to speed. Don’t be afraid to put the brakes on the response and ask literally everyone to provide an update on what they’re seeing, what they’re doing and what they need. Remember that the folks in the incident have pulled you in because they want your support, so they have every motivation and incentive to help you out.</p><h2 id="pete" class=""><a class="heading-link" href="#pete"><span class="icon icon-link"></span></a>Pete</h2><h3 id="making-decisions-quickly-as-an-individual-vs-context-sharing-and-consensus" class=""><a class="heading-link" href="#making-decisions-quickly-as-an-individual-vs-context-sharing-and-consensus"><span class="icon icon-link"></span></a>Making decisions quickly as an individual vs context sharing and consensus</h3><p class="">In some cases, particularly for common offenders (I know they shouldn’t exist, but they always do) I feel like I just know what we need to do. Maybe “it’s that thing again” or a “you just need to X” moment. In most cases, I have time to run those actions and assumptions past others, to make a more informed decision as a team and share context. In other cases, something is urgently wrong, and you find yourself forced into the less satisfying equivalent of “I can’t explain why right now, but trust me this is the right thing to do”. This can be understandably both concerning and frustrating for others involved, and is quite a blunt instrument - it can be hard to know when it’s the right call.</p><div><div class="rawhtml"><div class="!my-16 max-w-xl mx-auto pl-6 text-gray-900 text-2xl border-l-2 border-orange-600 sm:text-3xl">
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<p class="!mt-4"> Incidents with lots of parallel actions and investigations are really hard to monitor as a lead </p>
</div></div></div><h3 id="keeping-track-of-threads-virtual-not-slack" class=""><a class="heading-link" href="#keeping-track-of-threads-virtual-not-slack"><span class="icon icon-link"></span></a>Keeping track of threads (virtual, not Slack)</h3><p class="">Incidents with lots of parallel actions, investigations etc are really hard to monitor as a lead. You can designate owners for various avenues of investigation, but actually tracking them is quite hard. Separate channels usually don&#x27;t make sense in all but the largest incidents with large separate threads. Slack threads are OK, but hard to follow chronologically and from a visibility standpoint. Outstanding actions might relate to one of many investigations and as a lead it can be tricky to track it all and repeatedly summarise/condense current status of everything. I find this is far worse at the start where everyone is moving very fast, but as things become less urgent (i.e., bleeding stopped) you hit a stride and it starts to become a lot easier.</p><p class="">At the risk of sounding like I’ve primed you for a sale, incident.io does make a lot of this easier, but there’s plenty more we can do to make this better!</p><h2 id="lisa" class=""><a class="heading-link" href="#lisa"><span class="icon icon-link"></span></a>Lisa</h2><h3 id="striking-a-balance-between-trusting-your-gut-and-systematically-gathering-evidence" class=""><a class="heading-link" href="#striking-a-balance-between-trusting-your-gut-and-systematically-gathering-evidence"><span class="icon icon-link"></span></a>Striking a balance between trusting your gut and systematically gathering evidence</h3><p class="">As you continue in your career, particularly when you’ve been at a company for a little while, you develop a gut feel about the likely root cause of a particular problem. That gut feel is incredibly valuable, and often enables a team to identify and fix issues more quickly. However, you’ve got to strike a balance between trusting your gut / experience versus gathering information in a less biased way.</p><p class="">If you jump to conclusions too quickly, it’s possible to spend a long time down a rabbit hole before stepping back and realising that you don’t really know that the problem is in system X – you’re here on a hunch. Equally, if you ignore your experience completely, you’re trying to solve a problem with one hand tied behind your back.</p><div><div class="rawhtml"><div class="!my-16 max-w-xl mx-auto pl-6 text-gray-900 text-2xl border-l-2 border-orange-600 sm:text-3xl">
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<p class="!mt-4"> The key here is to be really explicit about when you’re making assumptions vs. when you have evidence to support a theory </p>
</div></div></div><p class="">I think the key here is to be really explicit about when you’re making assumptions vs. when you have evidence to support a theory. This is also made easier by having a bigger incident response team - if you can safely parallelise investigations then it’s less important to guess the correct root cause first time around.</p><h2 id="lawrence" class=""><a class="heading-link" href="#lawrence"><span class="icon icon-link"></span></a>Lawrence</h2><h3 id="recovering-from-bad-assumptions" class=""><a class="heading-link" href="#recovering-from-bad-assumptions"><span class="icon icon-link"></span></a>Recovering from bad assumptions</h3><p class="">Recovering from bad assumptions can be incredibly difficult to do. Once the team responding to an incident has established a ‘fact’, they’ll be anchored by it, and all the conclusions that follow can be impacted.</p><p class="">One example of this happening is if you join an incident team where you have a high amount of trust with the people already there. If an influential responder says “this was caused by the database failing” it’s too easy to accept that into your picture of how the incident has played out, even if it comes with no evidence.</p><p class="">Try to avoid this. The best incident policy is to trust-but-verify- ask for proof, or better yet go back into your Slack logs (or whatever you use!) to confirm the evidence supports this statement. Good responders should be pushing as much evidence into the incident log as possible, which should make this easy to verify.</p><p class="">Another cause of bad data can be due to an incident having ramped up or changed in nature since the responders first began tackling it.</p><div><div class="rawhtml"><div class="!my-16 max-w-xl mx-auto pl-6 text-gray-900 text-2xl border-l-2 border-orange-600 sm:text-3xl">
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<p class="!mt-4"> In my experience, some of the worst incidents begin as small problems, often caught by an individual or single team </p>
</div></div></div><p class="">In my experience, some of the worst incidents begin as small problems, often caught by an individual or single team. When you’re the sole responder investigating a low-impact bug, the implications of assuming a thing are vastly different than several hours later, when the incident has been upgraded and the impact might be really severe.</p><p class="">Take the opportunity to reassess your assumptions when an incident changes shape, like when you upgrade severity or expand the team. Have new incident responders cross-check your work, and make sure the team isn’t pinning their hopes on a scribbled note from back when the incident first started, not after it’s snowballed into something much more serious.</p><p class="">Well that was cathartic! I think it&#x27;s fair to say that incidents are still hard, and there&#x27;s plenty of scope for improvement. Something of a target rich environment, and we&#x27;re on the case! 🎯</p></div><div class="flex justify-between"><div class="flex gap-3"></div><div class="flex gap-6"><button title="Bluesky" class="relative"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 576 512" class="shrink-0 size-6 text-content-primary transition-colors hover:text-alarmalade-500"><path fill="currentColor" d="M407.8 294.7c-3.3-.4-6.7-.8-10-1.3 3.4.4 6.7.9 10 1.3M288 227.1c-26.1-50.7-97.1-145.2-163.1-191.8C61.6-9.4 37.5-1.7 21.6 5.5 3.3 13.8 0 41.9 0 58.4S9.1 194 15 213.9c19.5 65.7 89.1 87.9 153.2 80.7 3.3-.5 6.6-.9 10-1.4-3.3.5-6.6 1-10 1.4-93.9 14-177.3 48.2-67.9 169.9C220.6 589.1 265.1 437.8 288 361.1c22.9 76.7 49.2 222.5 185.6 103.4 102.4-103.4 28.1-156-65.8-169.9-3.3-.4-6.7-.8-10-1.3 3.4.4 6.7.9 10 1.3 64.1 7.1 133.6-15.1 153.2-80.7C566.9 194 576 75 576 58.4s-3.3-44.7-21.6-52.9c-15.8-7.1-40-14.9-103.2 29.8C385.1 81.9 314.1 176.4 288 227.1"></path></svg></button><button title="LinkedIn" class="relative"><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 20 20" class="shrink-0 size-6 text-content-primary transition-colors hover:text-alarmalade-500"><path fill="currentColor" d="M0 1.43C0 .648.664 0 1.484 0h17.032C19.336 0 20 .64 20 1.43v17.14c0 .782-.664 1.43-1.484 1.43H1.484C.664 20 0 19.36 0 18.57z"></path><path fill="#fff" d="M6.078 16.734v-9H3.086v9zM4.586 6.5c1.04 0 1.688-.687 1.688-1.555-.016-.883-.649-1.554-1.664-1.554-1.024 0-1.696.672-1.696 1.562 0 .86.649 1.555 1.656 1.555h.016zm3.149 10.234h2.992V11.72c0-.274.023-.547.101-.735.211-.53.703-1.093 1.532-1.093 1.085 0 1.515.828 1.515 2.03v4.821h3v-5.156c0-2.766-1.476-4.063-3.437-4.063a2.98 2.98 0 0 0-2.72 1.524h.017V7.734h-3c.039.844 0 9 0 9"></path></svg></button><button title="X" class="relative"><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 20 20" class="shrink-0 size-6 text-content-primary transition-colors hover:text-alarmalade-500"><path fill="currentColor" d="M15.751.729h3.067l-6.7 7.766L20 19.062h-6.172l-4.833-6.409-5.531 6.41H.394l7.167-8.307L0 .729h6.328l4.37 5.858zm-1.076 16.472h1.7L5.404 2.493H3.58z"></path></svg></button><button title="Reddit" class="relative"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 512 512" class="shrink-0 size-6 text-content-primary transition-colors hover:text-alarmalade-500"><path fill="currentColor" d="M0 256C0 114.6 114.6 0 256 0s256 114.6 256 256-114.6 256-256 256H37.1c-13.7 0-20.5-16.5-10.9-26.2L75 437C28.7 390.7 0 326.7 0 256m349.6-102.4c23.6 0 42.7-19.1 42.7-42.7s-19.1-42.7-42.7-42.7c-20.6 0-37.8 14.6-41.8 34-34.5 3.7-61.4 33-61.4 68.4v.2c-37.5 1.6-71.8 12.3-99 29.1-10.1-7.8-22.8-12.5-36.5-12.5-33 0-59.8 26.8-59.8 59.8 0 24 14.1 44.6 34.4 54.1 2 69.4 77.6 125.2 170.6 125.2s168.7-55.9 170.6-125.3c20.2-9.6 34.1-30.2 34.1-54 0-33-26.8-59.8-59.8-59.8-13.7 0-26.3 4.6-36.4 12.4-27.4-17-62.1-27.7-100-29.1v-.2c0-25.4 18.9-46.5 43.4-49.9 4.4 18.8 21.3 32.8 41.5 32.8zm-172.5 93.3c16.7 0 29.5 17.6 28.5 39.3s-13.5 29.6-30.3 29.6-31.4-8.8-30.4-30.5S160.3 247 177 247zm190.1 38.3c1 21.7-13.7 30.5-30.4 30.5s-29.3-7.9-30.3-29.6 11.8-39.3 28.5-39.3 31.2 16.6 32.1 38.3zm-48.1 56.7c-10.3 24.6-34.6 41.9-63 41.9s-52.7-17.3-63-41.9c-1.2-2.9.8-6.2 3.9-6.5 18.4-1.9 38.3-2.9 59.1-2.9s40.7 1 59.1 2.9c3.1.3 5.1 3.6 3.9 6.5"></path></svg></button></div></div><div class="p-8 bg-white border border-stroke-primary rounded-lg flex flex-col gap-4 flame-background lg:flex-row"><div class="flex-1 flex flex-col gap-4 justify-between flex-grow items-center lg:w-1/2"><div class="flex gap-4 items-center"><span class="relative overflow-hidden block align-top w-25 h-25 rounded-full object-cover ring-1 ring-inset ring-black/10"><img alt="Picture of Chris Evans" loading="lazy" width="250" height="250" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F7971ec7063054a94ed2d9a96e15bf10cb25a3e8d-3397x3397.jpg%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%2F7971ec7063054a94ed2d9a96e15bf10cb25a3e8d-3397x3397.jpg%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%2F7971ec7063054a94ed2d9a96e15bf10cb25a3e8d-3397x3397.jpg%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">Chris Evans</div><div class="text-alarmalade-600 text-body-xs">Co-Founder &amp; Field CTO</div></div></div><a class="relative inline-flex gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] border border-stroke-primary hover:border-stroke-hover text-content-primary dark:text-white text-body-emphasis h-[41px] px-4 py-2 max-sm:w-full" href="/blog/author/chris">View more<!-- --> <span class="hidden sm:inline">from <!-- -->Chris</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 class="flex-1 flex items-center text-slate-800"><p class="">I&#x27;m one of the co-founders, and Field CTO here at incident.io.</p></div></div></div></section><section class="flex flex-col gap-6"><div class="flex flex-col md:flex-row justify-between gap-4"><h2 class="text-h3">See related articles</h2><a class="relative gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] bg-surface-secondary hover:bg-surface-tertiary active:bg-surface-quaternary text-content-primary text-body-emphasis h-[41px] px-4 py-2 hidden md:block" href="/blog">View all<svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 16 16" fill="none" class="transition ease-in-out inline-block size-5 group-hover/button:translate-x-1"><path d="M12.8 8.59965H3.00002C2.66882 8.59965 2.40002 8.33085 2.40002 7.99965C2.40002 7.66845 2.66882 7.39965 3.00002 7.39965H12.8C13.1312 7.39965 13.4 7.66845 13.4 7.99965C13.4 8.33085 13.1312 8.59965 12.8 8.59965Z" fill="currentColor"></path><path d="M9.60002 11.9996C9.53122 11.9996 9.46082 11.9876 9.39202 11.9628C9.08082 11.8476 8.92242 11.5028 9.03682 11.1924C9.66242 9.49645 10.7328 8.53005 11.5816 8.00045C10.7328 7.47085 9.66322 6.50445 9.03682 4.80845C8.92162 4.49725 9.08082 4.15245 9.39202 4.03805C9.70322 3.92125 10.048 4.08285 10.1624 4.39325C11.0656 6.84205 13.0656 7.39805 13.1496 7.42045C13.4144 7.49085 13.5992 7.73085 13.5976 8.00365C13.596 8.27725 13.412 8.51565 13.1464 8.58285C13.0648 8.60445 11.0656 9.16045 10.1624 11.6092C10.0728 11.8516 9.84402 12.0012 9.59922 12.0012L9.60002 11.9996Z" fill="currentColor"></path></svg></a></div><div class="grid grid-cols-1 md:grid-cols-2 lg:grid-cols-3 gap-8 md:gap-4"><a id="96c39cdc-e0c8-4ab5-833a-a0b3ddcfb262" class="group flex flex-col" href="/blog/introducing-investigations-powered-by-nexus"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&amp;_img]:transition-all [&amp;_img]:rounded-lg group-hover:[&amp;_img]:rounded"><img alt="Introducing Investigations, powered by Nexus." loading="lazy" width="2400" height="1285" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ffe5cc8a5e40649335c29265f6d423361338262f8-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 1x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ffe5cc8a5e40649335c29265f6d423361338262f8-2400x1285.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Introducing Investigations, powered by Nexus.</h3><p class="text-body-sm line-clamp-2">Today we&#x27;re launching Investigations: agentic root cause analysis that starts the moment you&#x27;re paged, figures out what broke and why, and works with your team through to resolution. Here&#x27;s what we built, what&#x27;s powering it, and why it took some time to get right.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Pete Hamilton" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F4884ed999f884514b6fc1571af01407f7c78c286-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F4884ed999f884514b6fc1571af01407f7c78c286-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F4884ed999f884514b6fc1571af01407f7c78c286-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">Pete Hamilton</span></span></div><div class="text-body-sm text-content-secondary">August 5, 2026</div></div></div></a><a id="651de2c6-9c54-4c87-9ddd-0a7f5a01f0ad" class="group flex flex-col" href="/blog/fact-checking-pager-dutys-opsgenie-alternatives-comparison-table"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&amp;_img]:transition-all [&amp;_img]:rounded-lg group-hover:[&amp;_img]:rounded"><img alt="Fact-checking PagerDuty&#x27;s Opsgenie alternatives comparison table" loading="lazy" width="2400" height="1285" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ff159625bf31292b9bc4aec061f1c4962f67575d8-2400x1285.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 1x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Ff159625bf31292b9bc4aec061f1c4962f67575d8-2400x1285.jpg%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Fact-checking PagerDuty&#x27;s Opsgenie alternatives comparison table</h3><p class="text-body-sm line-clamp-2">PagerDuty published a new comparison table about incident.io. Once again, it describes a product we don&#x27;t recognize. So once again, we&#x27;re correcting the record, row by row, with receipts.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Tom Wentworth" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">Tom Wentworth</span></span></div><div class="text-body-sm text-content-secondary">July 28, 2026</div></div></div></a><a id="9a857ba5-4802-4914-824c-4d39edf3d2bc" class="group flex flex-col" href="/blog/introducing-the-opsgenie-rescue-program"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&amp;_img]:transition-all [&amp;_img]:rounded-lg group-hover:[&amp;_img]:rounded"><img alt="Your genie is vanishing: introducing the Opsgenie rescue program" loading="lazy" width="2000" height="1125" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F99b4ca44ffdb44a3f5ebac2d9e18dd8044cf3967-2000x1125.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=2048&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F99b4ca44ffdb44a3f5ebac2d9e18dd8044cf3967-2000x1125.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F99b4ca44ffdb44a3f5ebac2d9e18dd8044cf3967-2000x1125.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">Your genie is vanishing: introducing the Opsgenie rescue program</h3><p class="text-body-sm line-clamp-2">Today, we&#x27;re launching the Opsgenie Rescue Program to make that landing soft: simplified migration and free overlap so you never pay two vendors at once.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="Tom Wentworth" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fce12f50d2315b4542ffb13f281a12222769bf05e-512x512.jpg%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">Tom Wentworth</span></span></div><div class="text-body-sm text-content-secondary">July 9, 2026</div></div></div></a></div><a class="relative inline-flex gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] bg-surface-secondary hover:bg-surface-tertiary active:bg-surface-quaternary text-content-primary text-body-emphasis h-[41px] px-4 py-2 md:hidden" href="/blog">View all<svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 16 16" fill="none" class="transition ease-in-out inline-block size-5 group-hover/button:translate-x-1"><path 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1.95 2.021 3.847 3.05 5.762.177.33.392.638.664 1.078.278-.285.499-.494.699-.72q.608-.78 1.305-1.48c.858-.759 1.837-.509 2.286.547q.232.598.343 1.228a66 66 0 0 1 1.509 12.259c.016.812-.048 1.604-.622 2.224-1.29.273-2.019-.428-2.559-1.393-.596-1.065-1.132-2.164-1.763-3.378-.626.854-1.217 1.63-1.773 2.43-.332.479-.651 1.009-1.315.902-.741-.12-1.103-.694-1.26-1.383-.337-1.48-.658-2.961-.98-4.444-.643-2.962-1.302-5.921-1.915-8.89a31 31 0 0 1-.555-3.632c-.045-.521.21-1.067.329-1.6z"></path><defs><clipPath id="server-racks_svg__a"><path fill="#fff" d="M48.644 83.479c0-9.395 7.616-17.012 17.01-17.012h102.878v79.386H48.644z"></path></clipPath><clipPath id="server-racks_svg__b"><path fill="#fff" d="m185.411 28.395 59.945 103.826-32.271 18.632L153.14 47.026z"></path></clipPath></defs></svg><h2 class="text-h3 md:text-h2 text-balance max-w-[588px]">So good, you’ll break things on purpose</h2><p class="text-body md:text-body-lg max-w-[588px]">Ready for modern incident management? Book a call with one of our experts today.</p></div><div class="flex gap-4 flex-col lg:flex-row lg:gap-4"><div class="basis-1/2"><img alt="Signup image" loading="lazy" width="1176" height="641" decoding="async" data-nimg="1" class="w-full h-full object-cover rounded-lg" style="color:transparent" srcSet="/_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=1200&amp;q=75 1x, /_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=3840&amp;q=75 2x" src="/_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=3840&amp;q=75"/></div><div class="basis-1/2 flex flex-col gap-6 bg-surface-secondary rounded-lg p-6"><div class="grow"><h3 class="text-body-emphasis mb-2">We’d love to talk to you about</h3><ul class="flex flex-col gap-2 text-body-serif grow"><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>All-in-one incident management</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>Our unmatched speed of deployment</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>Why we’re loved by users and easily adopted</li><li class="flex 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This can be understandably both concerning and frustrating for others involved, and is quite a blunt instrument - it can be hard to know when it’s the right call.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e0c6331051d3\",\"_type\":\"rawhtml\",\"html\":\"\u003cdiv class=\\\"!my-16 max-w-xl mx-auto pl-6 text-gray-900 text-2xl border-l-2 border-orange-600 sm:text-3xl\\\"\u003e\\n \u003csvg class=\\\"w-8 h-6 text-orange-600\\\" viewBox=\\\"0 0 35 28\\\" fill=\\\"none\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"\u003e\\n \u003cpath d=\\\"M25.983 17.068h5.608V28H19.605V15.617c0-4.834 1.356-8.626 4.069-11.378C26.459 1.413 30.234 0 35 0v5.578c-3.079 0-5.352.818-6.818 2.454-1.466 1.636-2.2 4.127-2.2 7.474v1.562Zm-19.605 0h5.608V28H0V15.617C0 10.784 1.356 6.992 4.069 4.24 6.854 1.413 10.629 0 15.395 0v5.578c-3.079 0-5.352.818-6.818 2.454-1.466 1.636-2.2 4.127-2.2 7.474v1.562Z\\\" fill=\\\"currentColor\\\"\u003e\u003c/path\u003e\\n \u003c/svg\u003e\\n \u003cp class=\\\"!mt-4\\\"\u003e Incidents with lots of parallel actions and investigations are really hard to monitor as a lead \u003c/p\u003e\\n\u003c/div\u003e\",\"markDefs\":null},{\"_key\":\"836762bbd3da\",\"_type\":\"block\",\"children\":[{\"_key\":\"836762bbd3da0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Keeping track of threads (virtual, not Slack)\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-keeping-track-of-threads-virtual-not-slack\",\"slug\":\"keeping-track-of-threads-virtual-not-slack\"}],\"style\":\"h3\"},{\"_key\":\"a77dba07de3c\",\"_type\":\"block\",\"children\":[{\"_key\":\"a77dba07de3c0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Incidents with lots of parallel actions, investigations etc are really hard to monitor as a lead. You can designate owners for various avenues of investigation, but actually tracking them is quite hard. Separate channels usually don't make sense in all but the largest incidents with large separate threads. Slack threads are OK, but hard to follow chronologically and from a visibility standpoint. Outstanding actions might relate to one of many investigations and as a lead it can be tricky to track it all and repeatedly summarise/condense current status of everything. I find this is far worse at the start where everyone is moving very fast, but as things become less urgent (i.e., bleeding stopped) you hit a stride and it starts to become a lot easier.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4388a09d92ee\",\"_type\":\"block\",\"children\":[{\"_key\":\"4388a09d92ee0\",\"_type\":\"span\",\"marks\":[],\"text\":\"At the risk of sounding like I’ve primed you for a sale, incident.io does make a lot of this easier, but there’s plenty more we can do to make this better!\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"70258ded76bc\",\"_type\":\"block\",\"children\":[{\"_key\":\"70258ded76bc0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Lisa\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-lisa\",\"slug\":\"lisa\"}],\"style\":\"h2\"},{\"_key\":\"6b9bd0e7a641\",\"_type\":\"block\",\"children\":[{\"_key\":\"6b9bd0e7a6410\",\"_type\":\"span\",\"marks\":[],\"text\":\"Striking a balance between trusting your gut and systematically gathering evidence\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-striking-a-balance-between-trusting-your-gut-and-systematically-gathering-evidence\",\"slug\":\"striking-a-balance-between-trusting-your-gut-and-systematically-gathering-evidence\"}],\"style\":\"h3\"},{\"_key\":\"321c4fd9ee80\",\"_type\":\"block\",\"children\":[{\"_key\":\"321c4fd9ee800\",\"_type\":\"span\",\"marks\":[],\"text\":\"As you continue in your career, particularly when you’ve been at a company for a little while, you develop a gut feel about the likely root cause of a particular problem. That gut feel is incredibly valuable, and often enables a team to identify and fix issues more quickly. However, you’ve got to strike a balance between trusting your gut / experience versus gathering information in a less biased way.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2ba26d279ddb\",\"_type\":\"block\",\"children\":[{\"_key\":\"2ba26d279ddb0\",\"_type\":\"span\",\"marks\":[],\"text\":\"If you jump to conclusions too quickly, it’s possible to spend a long time down a rabbit hole before stepping back and realising that you don’t really know that the problem is in system X – you’re here on a hunch. Equally, if you ignore your experience completely, you’re trying to solve a problem with one hand tied behind your back.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9d5d21fc74ec\",\"_type\":\"rawhtml\",\"html\":\"\u003cdiv class=\\\"!my-16 max-w-xl mx-auto pl-6 text-gray-900 text-2xl border-l-2 border-orange-600 sm:text-3xl\\\"\u003e\\n \u003csvg class=\\\"w-8 h-6 text-orange-600\\\" viewBox=\\\"0 0 35 28\\\" fill=\\\"none\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"\u003e\\n \u003cpath d=\\\"M25.983 17.068h5.608V28H19.605V15.617c0-4.834 1.356-8.626 4.069-11.378C26.459 1.413 30.234 0 35 0v5.578c-3.079 0-5.352.818-6.818 2.454-1.466 1.636-2.2 4.127-2.2 7.474v1.562Zm-19.605 0h5.608V28H0V15.617C0 10.784 1.356 6.992 4.069 4.24 6.854 1.413 10.629 0 15.395 0v5.578c-3.079 0-5.352.818-6.818 2.454-1.466 1.636-2.2 4.127-2.2 7.474v1.562Z\\\" fill=\\\"currentColor\\\"\u003e\u003c/path\u003e\\n \u003c/svg\u003e\\n \u003cp class=\\\"!mt-4\\\"\u003e The key here is to be really explicit about when you’re making assumptions vs. when you have evidence to support a theory \u003c/p\u003e\\n\u003c/div\u003e\",\"markDefs\":null},{\"_key\":\"46db36716819\",\"_type\":\"block\",\"children\":[{\"_key\":\"46db367168190\",\"_type\":\"span\",\"marks\":[],\"text\":\"I think the key here is to be really explicit about when you’re making assumptions vs. when you have evidence to support a theory. This is also made easier by having a bigger incident response team - if you can safely parallelise investigations then it’s less important to guess the correct root cause first time around.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4ef55ce3e632\",\"_type\":\"block\",\"children\":[{\"_key\":\"4ef55ce3e6320\",\"_type\":\"span\",\"marks\":[],\"text\":\"Lawrence\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-lawrence\",\"slug\":\"lawrence\"}],\"style\":\"h2\"},{\"_key\":\"a5db6b53ef14\",\"_type\":\"block\",\"children\":[{\"_key\":\"a5db6b53ef140\",\"_type\":\"span\",\"marks\":[],\"text\":\"Recovering from bad assumptions\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-recovering-from-bad-assumptions\",\"slug\":\"recovering-from-bad-assumptions\"}],\"style\":\"h3\"},{\"_key\":\"7b1e1bde4de5\",\"_type\":\"block\",\"children\":[{\"_key\":\"7b1e1bde4de50\",\"_type\":\"span\",\"marks\":[],\"text\":\"Recovering from bad assumptions can be incredibly difficult to do. Once the team responding to an incident has established a ‘fact’, they’ll be anchored by it, and all the conclusions that follow can be impacted.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4593c98189ae\",\"_type\":\"block\",\"children\":[{\"_key\":\"4593c98189ae0\",\"_type\":\"span\",\"marks\":[],\"text\":\"One example of this happening is if you join an incident team where you have a high amount of trust with the people already there. If an influential responder says “this was caused by the database failing” it’s too easy to accept that into your picture of how the incident has played out, even if it comes with no evidence.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ea33112b2922\",\"_type\":\"block\",\"children\":[{\"_key\":\"ea33112b29220\",\"_type\":\"span\",\"marks\":[],\"text\":\"Try to avoid this. The best incident policy is to trust-but-verify- ask for proof, or better yet go back into your Slack logs (or whatever you use!) to confirm the evidence supports this statement. Good responders should be pushing as much evidence into the incident log as possible, which should make this easy to verify.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"29570d9955d6\",\"_type\":\"block\",\"children\":[{\"_key\":\"29570d9955d60\",\"_type\":\"span\",\"marks\":[],\"text\":\"Another cause of bad data can be due to an incident having ramped up or changed in nature since the responders first began tackling it.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"286349e03981\",\"_type\":\"rawhtml\",\"html\":\"\u003cdiv class=\\\"!my-16 max-w-xl mx-auto pl-6 text-gray-900 text-2xl border-l-2 border-orange-600 sm:text-3xl\\\"\u003e\\n \u003csvg class=\\\"w-8 h-6 text-orange-600\\\" viewBox=\\\"0 0 35 28\\\" fill=\\\"none\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"\u003e\\n \u003cpath d=\\\"M25.983 17.068h5.608V28H19.605V15.617c0-4.834 1.356-8.626 4.069-11.378C26.459 1.413 30.234 0 35 0v5.578c-3.079 0-5.352.818-6.818 2.454-1.466 1.636-2.2 4.127-2.2 7.474v1.562Zm-19.605 0h5.608V28H0V15.617C0 10.784 1.356 6.992 4.069 4.24 6.854 1.413 10.629 0 15.395 0v5.578c-3.079 0-5.352.818-6.818 2.454-1.466 1.636-2.2 4.127-2.2 7.474v1.562Z\\\" fill=\\\"currentColor\\\"\u003e\u003c/path\u003e\\n \u003c/svg\u003e\\n \u003cp class=\\\"!mt-4\\\"\u003e In my experience, some of the worst incidents begin as small problems, often caught by an individual or single team \u003c/p\u003e\\n\u003c/div\u003e\",\"markDefs\":null},{\"_key\":\"02d800d8be4d\",\"_type\":\"block\",\"children\":[{\"_key\":\"02d800d8be4d0\",\"_type\":\"span\",\"marks\":[],\"text\":\"In my experience, some of the worst incidents begin as small problems, often caught by an individual or single team. When you’re the sole responder investigating a low-impact bug, the implications of assuming a thing are vastly different than several hours later, when the incident has been upgraded and the impact might be really severe.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ad0d367b29a9\",\"_type\":\"block\",\"children\":[{\"_key\":\"ad0d367b29a90\",\"_type\":\"span\",\"marks\":[],\"text\":\"Take the opportunity to reassess your assumptions when an incident changes shape, like when you upgrade severity or expand the team. Have new incident responders cross-check your work, and make sure the team isn’t pinning their hopes on a scribbled note from back when the incident first started, not after it’s snowballed into something much more serious.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"212d784d3b1d\",\"_type\":\"block\",\"children\":[{\"_key\":\"212d784d3b1d0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Well that was cathartic! I think it's fair to say that incidents are still hard, and there's plenty of scope for improvement. Something of a target rich environment, and we're on the case! 🎯\"}],\"markDefs\":[],\"style\":\"normal\"}],\"category\":{\"id\":\"article\",\"name\":\"Article\"},\"date\":\"2021-09-15T00:00:00.000Z\",\"description\":\"No matter how good your tooling is, how experienced you are, or how much you've prepared, incidents can still be hard. 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