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pubTheme-yiXxQA"><article class="typography newsletter-post post"><div role="region" aria-label="Post header" class="post-header"><h1 dir="auto" class="post-title published title-X77sOw">Why didn't you status?</h1><h3 dir="auto" class="subtitle subtitle-HEEcLo">Demystifying the public status process.</h3><div aria-label="Post UFI" role="region" class="pencraft pc-display-flex pc-flexDirection-column pc-paddingBottom-16 pc-reset"><div class="pencraft pc-display-flex pc-paddingTop-16 pc-paddingBottom-16 pc-justifyContent-space-between pc-alignItems-center pc-reset"><div class="pencraft pc-display-flex pc-gap-12 pc-alignItems-center pc-reset byline-wrapper"><div class="pencraft pc-display-flex pc-reset"><div class="pencraft pc-display-flex pc-flexDirection-row pc-gap-8 pc-alignItems-center pc-justifyContent-flex-start pc-reset"><div style="--scale:36px;--offset:9px;--border-width:4.5px;" class="pencraft pc-display-flex pc-flexDirection-row pc-alignItems-center pc-justifyContent-flex-start pc-reset ltr-qDBmby"><a href="https://substack.com/@hross" aria-label="View Ross Brodbeck's profile" class="pencraft pc-display-contents pc-reset"><div style="--scale:36px;" tabindex="0" class="pencraft pc-display-flex pc-width-36 pc-height-36 pc-justifyContent-center pc-alignItems-center pc-position-relative pc-reset bg-secondary-UUD3_J flex-auto-j3S2WA animate-XFJxE4 outline-detail-vcQLyr pc-borderRadius-full overflow-hidden-WdpwT6 sizing-border-box-DggLA4 pressable-sm-YIJFKJ showFocus-sk_vEm container-TAtrWj interactive-UkK0V6 avatar-u8q6xB last-JfNEJ_"><div style="--scale:36px;" title="Ross Brodbeck" class="pencraft pc-display-flex pc-width-36 pc-height-36 pc-justifyContent-center pc-alignItems-center pc-position-relative pc-reset bg-secondary-UUD3_J flex-auto-j3S2WA outline-detail-vcQLyr pc-borderRadius-full overflow-hidden-WdpwT6 sizing-border-box-DggLA4 container-TAtrWj"><picture><source type="image/webp" 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src="https://substackcdn.com/image/fetch/$s_!zA8r!,w_36,h_36,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2F11954e3a-0b9d-4025-b1ef-17483bcdcc1d_200x200.jpeg" alt="Ross Brodbeck's avatar" srcset="https://substackcdn.com/image/fetch/$s_!zA8r!,w_36,h_36,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2F11954e3a-0b9d-4025-b1ef-17483bcdcc1d_200x200.jpeg 1x, https://substackcdn.com/image/fetch/$s_!zA8r!,w_72,h_72,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2F11954e3a-0b9d-4025-b1ef-17483bcdcc1d_200x200.jpeg 2x, https://substackcdn.com/image/fetch/$s_!zA8r!,w_108,h_108,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2F11954e3a-0b9d-4025-b1ef-17483bcdcc1d_200x200.jpeg 3x" width="36" height="36" draggable="false" class="img-OACg1c object-fit-cover-u4ReeV pencraft pc-reset"/></picture></div></div></a></div></div></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset"><div class="pencraft pc-reset color-primary-zABazT line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA"><span style="min-width:0;" data-state="closed"><a href="https://substack.com/@hross" class="pencraft pc-reset decoration-hover-underline-ClDVRM reset-IxiVJZ">Ross Brodbeck</a></span></div><div class="pencraft pc-display-flex pc-gap-4 pc-reset"><div class="pencraft pc-reset color-secondary-ls1g8s line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA"><time datetime="2024-05-18T18:44:30.505Z" title="2024-05-18T18:44:30.505Z">May 18, 2024</time></div></div></div></div></div><div class="pencraft pc-display-flex pc-gap-16 pc-justifyContent-space-between pc-alignItems-center pc-reset flex-grow-rzmknG post-ufi"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><div class="like-button-container post-ufi-button style-button"><button tabindex="0" type="button" aria-label="Like (2)" aria-pressed="false" class="pencraft pc-reset pencraft post-ufi-button style-button has-label with-border"><svg aria-hidden="true" style="height:20px;width:20px;" width="20" height="20" viewBox="0 0 24 24" fill="#000000" stroke-width="2" stroke="#000" xmlns="http://www.w3.org/2000/svg" class="icon"><g><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-heart"><path d="M19 14c1.49-1.46 3-3.21 3-5.5A5.5 5.5 0 0 0 16.5 3c-1.76 0-3 .5-4.5 2-1.5-1.5-2.74-2-4.5-2A5.5 5.5 0 0 0 2 8.5c0 2.3 1.5 4.05 3 5.5l7 7Z"></path></svg></g></svg><div class="label">2</div></button></div><button tabindex="0" type="button" id="radix-P0-27" aria-haspopup="menu" aria-expanded="false" data-state="closed" class="pencraft pc-reset pencraft post-ufi-button style-button no-label with-border"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="2" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg" class="icon"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button></div><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft post-ufi-button style-button has-label with-border"><div class="label">Share</div></button></div></div></div></div><div class="visibility-check"></div><div><div class="dt-post-body"><div class="available-content"><div dir="auto" class="body markup"><p><span>At GitHub we </span><a href="https://www.githubstatus.com/">status fairly frequently</a><span> (6 times in May so far — 18 times in April), especially compared to other providers. I often see questions from our customers (or support reps) about why we didn’t status for a particular issue or why their SLA is different from what appears on our status page.</span></p><p>Let’s take a minute to demystify this process a bit, although before I do it might be worth mentioning that we take availability (and outages) very seriously and I would hate for a post on statusing to sound like a bunch of excuses (it’s not — there is a continuous availability push at GitHub and we keep working to get better).</p><p>Now might also be a good time to note that views expressed here are my own and not those of my employer.</p><p>Here are some high level takeaways I talk about more below:</p><ul><li><p>Statusing is based on the amount of customer impact.</p></li><li><p>SLAs are not the same as status page outages.</p></li><li><p>Not every customer is impacted by every outage.</p></li></ul><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!4g_8!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!4g_8!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 424w, https://substackcdn.com/image/fetch/$s_!4g_8!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 848w, https://substackcdn.com/image/fetch/$s_!4g_8!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 1272w, https://substackcdn.com/image/fetch/$s_!4g_8!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!4g_8!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png" width="1456" height="648" data-attrs="{"src":"https://substack-post-media.s3.amazonaws.com/public/images/86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":648,"width":1456,"resizeWidth":null,"bytes":134165,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":false,"topImage":true,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}" alt srcset="https://substackcdn.com/image/fetch/$s_!4g_8!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 424w, https://substackcdn.com/image/fetch/$s_!4g_8!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 848w, https://substackcdn.com/image/fetch/$s_!4g_8!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 1272w, https://substackcdn.com/image/fetch/$s_!4g_8!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 1456w" sizes="100vw" fetchpriority="high" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a><figcaption class="image-caption"><span>The </span><a href="https://www.githubstatus.com/">GitHub status page</a><span> as of May 2024.</span></figcaption></figure></div><h2 class="header-anchor-post">Why didn’t you status?<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§why-didnt-you-status" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/144748482/why-didnt-you-status" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>I get this question a lot so here’s a few reasons why we might not have statused a particular issue for a customer.</p><h3 class="header-anchor-post">The incident didn’t impact enough people. <div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§the-incident-didnt-impact-enough-people" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/144748482/the-incident-didnt-impact-enough-people" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h3><p><span>This is a version of </span><a href="https://rachelbythebay.com/w/2019/07/15/giant/">your 9’s not being my 9’s</a><span>, but the unfortunate truth is that we do not status for every customer impacting incident. Sometimes we know about things and we still don’t status them. Why not?</span></p><p>At the time I write this our status page has over 22,000 subscribers; 4,000 of whom get a text message every time we post something there. It is a blunt instrument that needs to be wielded with care. Telling 22,000 people “we have a problem!” is something we can’t take lightly or they’ll stop listening to us.</p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!0RFh!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!0RFh!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 424w, https://substackcdn.com/image/fetch/$s_!0RFh!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 848w, https://substackcdn.com/image/fetch/$s_!0RFh!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 1272w, https://substackcdn.com/image/fetch/$s_!0RFh!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!0RFh!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png" width="234" height="307.734375" data-attrs="{"src":"https://substack-post-media.s3.amazonaws.com/public/images/e3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":1010,"width":768,"resizeWidth":234,"bytes":151189,"alt":"","title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}" alt title srcset="https://substackcdn.com/image/fetch/$s_!0RFh!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 424w, https://substackcdn.com/image/fetch/$s_!0RFh!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 848w, https://substackcdn.com/image/fetch/$s_!0RFh!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 1272w, https://substackcdn.com/image/fetch/$s_!0RFh!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a><figcaption class="image-caption">The subscription option on the status page.</figcaption></figure></div><p>We define thresholds for impact before we declare a public incident, and there is not some nefarious reason for this like hiding incidents — it is to avoid spamming our customers with every small blip in every service. We only tell you when there are incidents that start to have broad reaching impact.</p><p>Does a problem with a single customer warrant a post to our status page? What about a problem impacting a feature that “makes things look weird” but doesn’t break anything? There is nuance in how we decide on posting.</p><h3 class="header-anchor-post">We missed something.<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§we-missed-something" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/144748482/we-missed-something" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h3><p>I’d like to think we’ve made a lot of improvements in how we measure customer impact on the various endpoints at GitHub since I’ve been here but that doesn’t mean we don’t have blind spots. Sometimes, our measurements are flawed and we don’t realize something is broken (usually at that point we get customer reports). Nowadays these cases are pretty rare, but they still happen.</p><p>I can at least say, with the confidence of someone who has analyzed hundreds of incidents at GitHub over the past few years, that we are much better at detecting incidents these days and it’s rare when we don’t know something is wrong. I can also say with high confidence that when we don’t detect an incident, it is one of the first things we call out as a fix in the incident review.</p><h3 class="header-anchor-post">We don’t use automation to update our public status.<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§we-dont-use-automation-to-update-our-public-status" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/144748482/we-dont-use-automation-to-update-our-public-status" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h3><p>Right now humans update our status page, not machines, and humans are slower to do things than their robot counterparts. </p><p>When we’re talking about 22,000 people I think that it’s important to provide information with updates and having automatic outages posted without detailed information usually confuses customers who typically want to know:</p><ol><li><p>What is the actual problem and am I impacted by it?</p></li><li><p>When are you going to fix it?</p></li></ol><p>Neither of these things is easy to automate and that means we can sometimes be late to the party when we status.</p><h2 class="header-anchor-post">Why do you status so often?<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§why-do-you-status-so-often" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/144748482/why-do-you-status-so-often" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>On the other hand, I also get questions about why we status so often. Is our availability that bad? Why are there all of these incidents? Do these count against the SLA?</p><p>Some of our customers are large enterprises who rely on us every day and they have people who watch our status page and hold us accountable when we have incidents.</p><p>I wouldn’t want it any other way (it is nice to work for a company where we have a large amount of impact on the day to day of so many developers) but it does lead to questions.</p><p>Here are some reasons why we status more often than you might think.</p><h3 class="header-anchor-post"><span>We maintain higher standards for statusing than our </span><a href="https://github.com/customer-terms/github-online-services-sla">availability SLA</a><span>.</span><div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§we-maintain-higher-standards-for-statusing-than-our-availability-sla" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/144748482/we-maintain-higher-standards-for-statusing-than-our-availability-sla" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h3><p>Public Status does not equal SLA. This is important for a number of reasons:</p><ol><li><p><span>I consider the SLA to be the absolute minimum bar we need to meet in order not to hand our customers money. This isn’t the bar we’re actually trying to meet for our product, </span><strong>it is the absolute minimum</strong><span>.</span></p></li><li><p>We should do better than letting people know when we are hitting the absolute minimum bar for availability. If we start to detect a problem we should let people know so they can react accordingly.</p></li><li><p><span>The SLA doesn’t cover a number of products and features (</span><a href="https://github.com/customer-terms/github-online-services-sla">there are 8 broad categories listed in that document</a><span> and 10 on our status page). Even if we don’t cover it in our SLA, we should still let customers know if it stops working.</span></p></li></ol><h3 class="header-anchor-post">Not every customer is impacted by every outage.<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§not-every-customer-is-impacted-by-every-outage" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/144748482/not-every-customer-is-impacted-by-every-outage" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h3><p>Sometimes it can get lost that when we post to our status page we are not telling every single customer they will encounter a problem. We are telling them it’s more likely.</p><p>There are often incidents that do not impact certain classes of customers at all, or impact them only slightly. If you measure the raw “downtime minutes” of our status page it will give you an inaccurate impression of the actual downtime of a single customer.</p><p><span>Still, we don’t want to be </span><a href="https://blog.lawrencejones.dev/status-pages/">beholden to transparency calculus</a><span> and it’s important to separate our status page from our SLA, even if it makes us “look worse”.</span></p><h3 class="header-anchor-post">We have hundreds of features.<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§we-have-hundreds-of-features" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/144748482/we-have-hundreds-of-features" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h3><p>As it turns out, we have a lot of things that can break. There are already 10 different buckets of “stuff” on our status page and that doesn’t even include email, dependabot, etc, etc.</p><p>We have a way to declare an incident without attaching it to a specific service which means I expect some of these features to break periodically and end up on the status page. It’s the nature of maintaining so many different features and products.</p><h3 class="header-anchor-post">We can still do better.<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§we-can-still-do-better" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/144748482/we-can-still-do-better" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h3><p>The reality is that there are still plenty of places where we can do better with our availability (and we are working diligently in those areas). </p><p><span>Ultimately, </span><a href="https://a16z.com/nobody-cares/">nobody cares</a><span> about the things we are trying to fix — they want GitHub to be reliable and available all the time — and our job is to get the complex system we steward to the point where things that break have so little impact as to not be noticed by our end users.</span></p><h2 class="header-anchor-post">How to deal with statusing as a customer.<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§how-to-deal-with-statusing-as-a-customer" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/144748482/how-to-deal-with-statusing-as-a-customer" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>If you’re a customer it can feel pretty bad to see a service you rely on status. There are a few things you can do that might help you navigate the status page waters:</p><ol><li><p><strong>Always file support tickets when you encounter an outage, whether it has been reported on the status page or not.</strong><span> This might be intuitive, but sometimes customers assume that because we reported an outage they should not file a ticket. There are some good reasons to file support tickets: (1) we read them and compare them to outages so they will help make sure we can verify our own metrics, (2) we care about your feedback and it gets back to the engineering teams, (3) if you do encounter a time when we haven’t statused yet it is good to make sure we know.</span></p></li><li><p><strong>Recognize that statusing doesn’t automatically mean impact to your day to day workflow</strong><span> (sometimes it does, but you should verify). All outages are not equal and it’s important to verify how you are impacted, rather than only rely on the status page updates.</span></p></li><li><p><strong>Consider your backup plan for business critical operations.</strong><span> We publish an SLA to advertise our availability but some customers have higher demands than the published numbers. If you’re in that segment then you need to have a backup plan for an outage. At the least, you need to understand your dependencies and what your break glass scenarios are.</span></p></li></ol><h2 class="header-anchor-post">Conclusion<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§conclusion" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/144748482/conclusion" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>It’s important to remember there are humans at both ends of the status process and we are all (hopefully) trying our best to keep our software running as best we can. While some of the trappings of SLAs and impact can get tricky, it’s important to be as transparent as possible when statusing, while still respecting the giant megaphone that it represents.</p></div></div><div class="visibility-check"></div></div><div class="post-footer"><div class="pencraft pc-display-flex pc-gap-16 pc-paddingTop-16 pc-paddingBottom-16 pc-justifyContent-space-between pc-alignItems-center pc-reset flex-grow-rzmknG border-top-detail-themed-k9TZAY border-bottom-detail-themed-Ua9186 post-ufi"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><div class="like-button-container post-ufi-button style-button"><button tabindex="0" type="button" aria-label="Like (2)" aria-pressed="false" class="pencraft pc-reset pencraft post-ufi-button style-button has-label with-border"><svg aria-hidden="true" style="height:20px;width:20px;" width="20" height="20" viewBox="0 0 24 24" fill="#000000" stroke-width="2" stroke="#000" xmlns="http://www.w3.org/2000/svg" class="icon"><g><svg 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thanks\",\"cookie_settings\":\"\",\"show_restacks_below_posts\":true,\"holiday_gifting_post_header\":false,\"homepage_message_text\":\"\",\"homepage_message_link\":\"\",\"about_us_author_ids\":\"\",\"archived_section_ids\":\"\",\"column_section_ids\":\"\",\"fp_primary_column_section_ids\":\"\",\"event_section_ids\":\"\",\"podcasts_metadata\":\"\",\"video_section_ids\":\"\",\"post_metering_enabled\":false,\"account_based_post_metering_enabled\":false,\"use_custom_theme\":false,\"reply_rules\":null,\"automatic_moderation_enabled\":true,\"auto_translate_enabled\":true,\"additional_post_languages_enabled\":false,\"high_res_recording_beta\":false},\"publicationUserSettings\":null,\"userSettings\":{\"user_id\":null,\"activity_likes_enabled\":true,\"dashboard_nav_refresh_enabled\":false,\"is_guest_post_enabled\":true,\"invite_friends_nux_dismissed_at\":null,\"suggestions_feed_item_last_shown_at\":null,\"last_notification_alert_shown_at\":null,\"disable_reply_hiding\":false,\"newest_seen_chat_item_published_at\":null,\"explicitContentEnabled\":false,\"contactMatchingEnabled\":false,\"messageRequestLevel\":\"everyone\",\"liveStreamAcceptableInviteLevel\":\"everyone\",\"liveStreamAcceptableChatLevel\":\"everyone\",\"creditTokensTreatmentExposed\":false,\"appBadgeIncludesChat\":false,\"autoPlayVideo\":true,\"autoAdvanceVideo\":true,\"smart_delivery_enabled\":false,\"chatbotTermsLastAcceptedAt\":null,\"has_seen_notes_post_app_upsell\":false,\"first_note_id\":null,\"show_concurrent_live_stream_viewers\":false,\"edit_profile_feed_item_dismissed_at\":null,\"mobile_permalink_app_upsell_seen_at\":null,\"new_user_checklist_enabled\":false,\"has_seen_youtube_shorts_auto_publish_announcement\":false,\"has_seen_publish_youtube_connect_upsell\":false,\"notificationQualityFilterEnabled\":true,\"hasSeenOnboardingNewslettersScreen\":false,\"bestsellerBadgeEnabled\":true,\"hasSelfIdentifiedAsCreator\":false,\"autoTranslateEnabled\":true,\"autoTranslateBlocklist\":[],\"fineTuneFeedItemSeenAt\":null,\"fineTuneFeedItemDismissedAt\":null,\"aiGeneratedTextMode\":\"show\",\"feedVideoPreference\":5,\"feedAudioPreference\":5,\"feedLongerPostsPreference\":5,\"feedChatPreference\":5},\"mux_env_key\":\"u42pci814i6011qg3segrcpp9\",\"persona_environment_id\":\"env_o1Lbk4JhpY4PmvNkwaBdYwe5Fzkt\",\"sentry_environment\":\"production\",\"launchWelcomePage\":false,\"pendingInviteForActiveLiveStream\":null,\"isEligibleForLiveStreamCreation\":true,\"webviewPlatform\":null,\"noIndex\":false,\"post\":{\"audience\":\"everyone\",\"audience_before_archived\":null,\"canonical_url\":\"https://hross.substack.com/p/why-didnt-you-status\",\"default_comment_sort\":null,\"editor_v2\":false,\"exempt_from_archive_paywall\":false,\"free_unlock_required\":false,\"id\":144748482,\"podcast_art_url\":null,\"podcast_duration\":null,\"podcast_preview_upload_id\":null,\"podcast_upload_id\":null,\"podcast_url\":null,\"post_date\":\"2024-05-18T18:44:30.505Z\",\"updated_at\":\"2024-05-18T20:02:05.766Z\",\"publication_id\":734663,\"search_engine_description\":null,\"search_engine_title\":null,\"section_id\":null,\"should_send_free_preview\":false,\"show_guest_bios\":true,\"slug\":\"why-didnt-you-status\",\"social_title\":null,\"subtitle\":\"Demystifying the public status process.\",\"teaser_post_eligible\":true,\"title\":\"Why didn't you status?\",\"type\":\"newsletter\",\"video_upload_id\":null,\"write_comment_permissions\":\"none\",\"meter_type\":\"none\",\"live_stream_id\":null,\"is_published\":true,\"restacks\":0,\"reactions\":{\"\u2764\":2},\"top_exclusions\":[],\"pins\":[],\"section_pins\":[],\"has_shareable_clips\":false,\"previous_post_slug\":\"the-rule-of-5-errors\",\"next_post_slug\":\"use-memes\",\"cover_image\":\"https://substackcdn.com/image/fetch/$s_!4g_8!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png\",\"cover_image_is_square\":false,\"cover_image_is_explicit\":false,\"videoUpload\":null,\"podcastFields\":{\"post_id\":144748482,\"podcast_episode_number\":null,\"podcast_season_number\":null,\"podcast_episode_type\":null,\"should_syndicate_to_other_feed\":null,\"syndicate_to_section_id\":null,\"hide_from_feed\":false,\"free_podcast_url\":null,\"free_podcast_duration\":null,\"preview_contains_ad\":false,\"was_imported_self_serve_sync\":false,\"draft_free_podcast_url\":null,\"draft_free_podcast_duration\":null},\"podcastUpload\":null,\"podcastPreviewUpload\":null,\"voiceover_upload_id\":null,\"voiceoverUpload\":null,\"has_voiceover\":false,\"description\":\"Demystifying the public status process.\",\"body_html\":\"<p>At GitHub we <a href=\\\"https://www.githubstatus.com/\\\">status fairly frequently</a> (6 times in May so far \u2014 18 times in April), especially compared to other providers. I often see questions from our customers (or support reps) about why we didn\u2019t status for a particular issue or why their SLA is different from what appears on our status page.</p><p>Let\u2019s take a minute to demystify this process a bit, although before I do it might be worth mentioning that we take availability (and outages) very seriously and I would hate for a post on statusing to sound like a bunch of excuses (it\u2019s not \u2014 there is a continuous availability push at GitHub and we keep working to get better).</p><p>Now might also be a good time to note that views expressed here are my own and not those of my employer.</p><p>Here are some high level takeaways I talk about more below:</p><ul><li><p>Statusing is based on the amount of customer impact.</p></li><li><p>SLAs are not the same as status page outages.</p></li><li><p>Not every customer is impacted by every outage.</p></li></ul><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!4g_8!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!4g_8!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 424w, https://substackcdn.com/image/fetch/$s_!4g_8!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 848w, https://substackcdn.com/image/fetch/$s_!4g_8!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 1272w, https://substackcdn.com/image/fetch/$s_!4g_8!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!4g_8!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png\\\" width=\\\"1456\\\" height=\\\"648\\\" data-attrs=\\\"{"src":"https://substack-post-media.s3.amazonaws.com/public/images/86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":648,"width":1456,"resizeWidth":null,"bytes":134165,"alt":null,"title":null,"type":"image/png","href":null,"belowTheFold":false,"topImage":true,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!4g_8!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 424w, https://substackcdn.com/image/fetch/$s_!4g_8!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 848w, https://substackcdn.com/image/fetch/$s_!4g_8!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 1272w, https://substackcdn.com/image/fetch/$s_!4g_8!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F86de28fd-562e-4335-aac9-5aef9e11b4f1_2090x930.png 1456w\\\" sizes=\\\"100vw\\\" fetchpriority=\\\"high\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a><figcaption class=\\\"image-caption\\\">The <a href=\\\"https://www.githubstatus.com/\\\">GitHub status page</a> as of May 2024.</figcaption></figure></div><h2>Why didn\u2019t you status?</h2><p>I get this question a lot so here\u2019s a few reasons why we might not have statused a particular issue for a customer.</p><h3>The incident didn\u2019t impact enough people. </h3><p>This is a version of <a href=\\\"https://rachelbythebay.com/w/2019/07/15/giant/\\\">your 9\u2019s not being my 9\u2019s</a>, but the unfortunate truth is that we do not status for every customer impacting incident. Sometimes we know about things and we still don\u2019t status them. Why not?</p><p>At the time I write this our status page has over 22,000 subscribers; 4,000 of whom get a text message every time we post something there. It is a blunt instrument that needs to be wielded with care. Telling 22,000 people \u201Cwe have a problem!\u201D is something we can\u2019t take lightly or they\u2019ll stop listening to us.</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!0RFh!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!0RFh!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 424w, https://substackcdn.com/image/fetch/$s_!0RFh!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 848w, https://substackcdn.com/image/fetch/$s_!0RFh!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 1272w, https://substackcdn.com/image/fetch/$s_!0RFh!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 1456w\\\" sizes=\\\"100vw\\\"><img src=\\\"https://substackcdn.com/image/fetch/$s_!0RFh!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png\\\" width=\\\"234\\\" height=\\\"307.734375\\\" data-attrs=\\\"{"src":"https://substack-post-media.s3.amazonaws.com/public/images/e3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":1010,"width":768,"resizeWidth":234,"bytes":151189,"alt":"","title":null,"type":"image/png","href":null,"belowTheFold":true,"topImage":false,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" title=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!0RFh!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 424w, https://substackcdn.com/image/fetch/$s_!0RFh!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 848w, https://substackcdn.com/image/fetch/$s_!0RFh!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 1272w, https://substackcdn.com/image/fetch/$s_!0RFh!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe3202cf2-577a-4bbc-b7c4-8d2f2ca16ef1_768x1010.png 1456w\\\" sizes=\\\"100vw\\\" loading=\\\"lazy\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a><figcaption class=\\\"image-caption\\\">The subscription option on the status page.</figcaption></figure></div><p>We define thresholds for impact before we declare a public incident, and there is not some nefarious reason for this like hiding incidents \u2014 it is to avoid spamming our customers with every small blip in every service. We only tell you when there are incidents that start to have broad reaching impact.</p><p>Does a problem with a single customer warrant a post to our status page? What about a problem impacting a feature that \u201Cmakes things look weird\u201D but doesn\u2019t break anything? There is nuance in how we decide on posting.</p><h3>We missed something.</h3><p>I\u2019d like to think we\u2019ve made a lot of improvements in how we measure customer impact on the various endpoints at GitHub since I\u2019ve been here but that doesn\u2019t mean we don\u2019t have blind spots. Sometimes, our measurements are flawed and we don\u2019t realize something is broken (usually at that point we get customer reports). Nowadays these cases are pretty rare, but they still happen.</p><p>I can at least say, with the confidence of someone who has analyzed hundreds of incidents at GitHub over the past few years, that we are much better at detecting incidents these days and it\u2019s rare when we don\u2019t know something is wrong. I can also say with high confidence that when we don\u2019t detect an incident, it is one of the first things we call out as a fix in the incident review.</p><h3>We don\u2019t use automation to update our public status.</h3><p>Right now humans update our status page, not machines, and humans are slower to do things than their robot counterparts. </p><p>When we\u2019re talking about 22,000 people I think that it\u2019s important to provide information with updates and having automatic outages posted without detailed information usually confuses customers who typically want to know:</p><ol><li><p>What is the actual problem and am I impacted by it?</p></li><li><p>When are you going to fix it?</p></li></ol><p>Neither of these things is easy to automate and that means we can sometimes be late to the party when we status.</p><h2>Why do you status so often?</h2><p>On the other hand, I also get questions about why we status so often. Is our availability that bad? Why are there all of these incidents? Do these count against the SLA?</p><p>Some of our customers are large enterprises who rely on us every day and they have people who watch our status page and hold us accountable when we have incidents.</p><p>I wouldn\u2019t want it any other way (it is nice to work for a company where we have a large amount of impact on the day to day of so many developers) but it does lead to questions.</p><p>Here are some reasons why we status more often than you might think.</p><h3>We maintain higher standards for statusing than our <a href=\\\"https://github.com/customer-terms/github-online-services-sla\\\">availability SLA</a>.</h3><p>Public Status does not equal SLA. This is important for a number of reasons:</p><ol><li><p>I consider the SLA to be the absolute minimum bar we need to meet in order not to hand our customers money. This isn\u2019t the bar we\u2019re actually trying to meet for our product, <strong>it is the absolute minimum</strong>.</p></li><li><p>We should do better than letting people know when we are hitting the absolute minimum bar for availability. If we start to detect a problem we should let people know so they can react accordingly.</p></li><li><p>The SLA doesn\u2019t cover a number of products and features (<a href=\\\"https://github.com/customer-terms/github-online-services-sla\\\">there are 8 broad categories listed in that document</a> and 10 on our status page). Even if we don\u2019t cover it in our SLA, we should still let customers know if it stops working.</p></li></ol><h3>Not every customer is impacted by every outage.</h3><p>Sometimes it can get lost that when we post to our status page we are not telling every single customer they will encounter a problem. We are telling them it\u2019s more likely.</p><p>There are often incidents that do not impact certain classes of customers at all, or impact them only slightly. If you measure the raw \u201Cdowntime minutes\u201D of our status page it will give you an inaccurate impression of the actual downtime of a single customer.</p><p>Still, we don\u2019t want to be <a href=\\\"https://blog.lawrencejones.dev/status-pages/\\\">beholden to transparency calculus</a> and it\u2019s important to separate our status page from our SLA, even if it makes us \u201Clook worse\u201D.</p><h3>We have hundreds of features.</h3><p>As it turns out, we have a lot of things that can break. There are already 10 different buckets of \u201Cstuff\u201D on our status page and that doesn\u2019t even include email, dependabot, etc, etc.</p><p>We have a way to declare an incident without attaching it to a specific service which means I expect some of these features to break periodically and end up on the status page. It\u2019s the nature of maintaining so many different features and products.</p><h3>We can still do better.</h3><p>The reality is that there are still plenty of places where we can do better with our availability (and we are working diligently in those areas). </p><p>Ultimately, <a href=\\\"https://a16z.com/nobody-cares/\\\">nobody cares</a> about the things we are trying to fix \u2014 they want GitHub to be reliable and available all the time \u2014 and our job is to get the complex system we steward to the point where things that break have so little impact as to not be noticed by our end users.</p><h2>How to deal with statusing as a customer.</h2><p>If you\u2019re a customer it can feel pretty bad to see a service you rely on status. There are a few things you can do that might help you navigate the status page waters:</p><ol><li><p><strong>Always file support tickets when you encounter an outage, whether it has been reported on the status page or not.</strong> This might be intuitive, but sometimes customers assume that because we reported an outage they should not file a ticket. There are some good reasons to file support tickets: (1) we read them and compare them to outages so they will help make sure we can verify our own metrics, (2) we care about your feedback and it gets back to the engineering teams, (3) if you do encounter a time when we haven\u2019t statused yet it is good to make sure we know.</p></li><li><p><strong>Recognize that statusing doesn\u2019t automatically mean impact to your day to day workflow</strong> (sometimes it does, but you should verify). All outages are not equal and it\u2019s important to verify how you are impacted, rather than only rely on the status page updates.</p></li><li><p><strong>Consider your backup plan for business critical operations.</strong> We publish an SLA to advertise our availability but some customers have higher demands than the published numbers. If you\u2019re in that segment then you need to have a backup plan for an outage. At the least, you need to understand your dependencies and what your break glass scenarios are.</p></li></ol><h2>Conclusion</h2><p>It\u2019s important to remember there are humans at both ends of the status process and we are all (hopefully) trying our best to keep our software running as best we can. 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padding: 16px 16px 16px 32px;
|
||
width: 100%;
|
||
box-sizing: border-box;
|
||
background: red;
|
||
color: white;
|
||
font-family: -apple-system, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol";
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||
font-size: 13px;
|
||
line-height: 13px;
|
||
}
|
||
#nojs-banner a {
|
||
color: inherit;
|
||
text-decoration: underline;
|
||
}
|
||
</style>
|
||
|
||
<div id="nojs-banner">
|
||
This site requires JavaScript to run correctly. Please <a href="https://enable-javascript.com/" target="_blank">turn on JavaScript</a> or unblock scripts
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</div>
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</noscript>
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<script nonce="qS09Fo02FugfKT0mT7cFSw">(function(){function c(){var b=a.contentDocument||(a.contentWindow&&a.contentWindow.document);if(b){var d=b.createElement('script');d.nonce='qS09Fo02FugfKT0mT7cFSw';d.innerHTML="window.__CF$cv$params={r:'a39cca547ed8b26d',t:'MTc4OTE5Mzg1OQ=='};var a=document.createElement('script');a.nonce='qS09Fo02FugfKT0mT7cFSw';a.src='/cdn-cgi/challenge-platform/scripts/jsd/main.js';document.getElementsByTagName('head')[0].appendChild(a);";b.getElementsByTagName('head')[0].appendChild(d)}}if(document.body){var a=document.createElement('iframe');a.height=1;a.width=1;a.style.position='absolute';a.style.top=0;a.style.left=0;a.style.border='none';a.style.visibility='hidden';document.body.appendChild(a);if('loading'!==document.readyState)c();else if(window.addEventListener)document.addEventListener('DOMContentLoaded',c);else{var e=document.onreadystatechange||function(){};document.onreadystatechange=function(b){e(b);'loading'!==document.readyState&&(document.onreadystatechange=e,c())}}}})();</script></body>
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</html>
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