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/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fd4f8804f4a30537d70c35c9ee19a8eaeb40e0e10-4800x2700.png%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%2Fd4f8804f4a30537d70c35c9ee19a8eaeb40e0e10-4800x2700.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1920&amp;q=75 1920w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fd4f8804f4a30537d70c35c9ee19a8eaeb40e0e10-4800x2700.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=2048&amp;q=75 2048w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fd4f8804f4a30537d70c35c9ee19a8eaeb40e0e10-4800x2700.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 3840w" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fd4f8804f4a30537d70c35c9ee19a8eaeb40e0e10-4800x2700.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="prose prose-orange text-body max-w-none mb-6"><p class="">Picture this: your alerting system needs to tell you it&#x27;s broken.</p><p class="">Sounds like a paradox, right? Yet that’s <strong><em>exactly</em></strong> the situation we face as the software reliability platform built to investigate, respond and prevent incidents. We believe strongly in using our own products - after all, if we don’t trust ourselves to be there when it matters most, why should the thousands of engineers who rely on us every day?</p><p class="">However, this poses an obvious challenge. The moment we need our own product most – when incident.io itself is having an incident – is when it’s least likely to be working. So, what do you do?</p><p class="">Every serious infrastructure, alerting, and observability provider wrestles with this challenge and it&#x27;s something we get asked by customers regularly, so in this post, I&#x27;ll go through exactly how we&#x27;ve thought about it.</p><p class="">We ended up building what amounts to a dead man&#x27;s switch for our on-call system, to ensure we can use our product as much as possible, while never missing a page.</p><p class="">We’ve never needed to lean on this as a result of our own systems going down, but we take our responsibilities seriously. It’s important to know we have a plan, even in a worst-case scenario.</p><p class="">But first, let&#x27;s talk more about what we&#x27;d actually be getting paged for…</p><h2 id="daily-operations" class=""><a class="heading-link" href="#daily-operations"><span class="icon icon-link"></span></a>Daily operations</h2><p class="">Let me show you an example of what it looks like here when our incident response process goes smoothly.</p><p class="">Last week at 21:59, one of our Grafana alerts fired because it detected high CPU usage in our production environment. Within seconds, our system processed the alert and paged me (I was on-call last week) through the incident.io mobile app.</p><p class="">This looked like:</p><ul><li><code>21:59:11</code> - Grafana alert detects high CPU usage, triggers an incident</li><li><code>21:59:12</code> - Our alerting platform pages me, my phone rings</li><li><code>21:59:31</code> - I acknowledge the page</li><li><code>22:00:13</code> - I jump into the incident channel, and confirm high CPU on one of our pods</li><li><code>22:02:18</code> - I terminate the high CPU pod (mitigating impact)</li><li><code>22:10:33</code> - I wrap up, share an update, and close the incident</li></ul><p class="">The whole thing took about 10 minutes from start to finish. We identified a web pod that was consuming excessive CPU, terminated it (Kubernetes started a fresh one for us), and confirmed the metrics had returned to normal. Pretty standard stuff.</p><p class="">This is how it looks in our system:</p><figure class=""><span class="relative overflow-hidden block align-top"><img alt="" data-zoom-src="https://cdn.sanity.io/images/oqy5aexb/production/98e373a4cb3de90c3651a7d42a2e75046024cce3-6390x2404.png?q=85&amp;auto=format" loading="lazy" width="6390" height="2404" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" src="https://cdn.sanity.io/images/oqy5aexb/production/98e373a4cb3de90c3651a7d42a2e75046024cce3-6390x2404.png?w=2000&amp;q=80&amp;fit=max&amp;auto=format"/></span></figure><p class="">What&#x27;s interesting here isn&#x27;t the incident itself - these kinds of small operational blips happen to every service - but rather how the alerting flow worked. Let&#x27;s break it down:</p><ol><li>Grafana spots something wrong and sends an alert to incident.io</li><li>Our system processes the alert and triggers the appropriate escalation path</li><li>The on-call engineer (me, in this case) gets a high-urgency notification</li><li>We jump into a dedicated incident channel to debug and resolve</li></ol><p class="">This is the &quot;happy path&quot; - our alerting system doing exactly what it&#x27;s designed to do. But here&#x27;s where it gets interesting: what happens if the thing that breaks is incident.io itself?</p><h2 id="when-things-go-wrong" class=""><a class="heading-link" href="#when-things-go-wrong"><span class="icon icon-link"></span></a>When things go wrong</h2><p class="">During one of our recent <a href="https://incident.io/blog/game-day" target="_blank" rel="noopener noreferrer" class="">game days</a> (yes, we regularly break our systems on purpose), we simulated exactly this scenario.</p><p class="">We’ve built our systems for substantial scale and burst scenarios, so we flooded our alert ingestion pipeline with over 100x of our normal load to stress the system. Soon enough, our internal alerts started firing:</p><blockquote><strong>🚨 Alert route HandleEvent worker nearing capacity (&gt;75%)<br/></strong>We&#x27;re using &gt;75% of the worker capacity for processing alert events in the alertroute package.</blockquote><p class="">At this point, if we kept up the test, we&#x27;d hit capacity and alerts would start backing up in the queue.</p><p class="">&quot;So what?&quot; you might ask. Well, remember that these alerts trigger pages, and pages notify engineers. If alerts are delayed, then pages are delayed and when your systems are down, every second counts.</p><p class="">This is the uncomfortable reality of building an incident response product: <strong>the moment you most need to notify your own engineers is exactly when your notification system might be struggling.</strong></p><p class="">We&#x27;ve invested heavily in <a href="https://incident.io/hubs/building-on-call/building-on-call-our-observability-strategy" target="_blank" rel="noopener noreferrer" class="">observability</a> and tools like <a href="https://incident.io/hubs/building-on-call/continually-testing-our-product-with-smoke-tests" target="_blank" rel="noopener noreferrer" class="">our smoke testing framework</a> to catch these situations early, but ultimately, no matter how reliable you believe your system is, you still need a plan for when it degrades substantially or fails outright.</p><p class="">What we need is something called a…</p><h2 id="dead-mans-switch" class=""><a class="heading-link" href="#dead-mans-switch"><span class="icon icon-link"></span></a>Dead man’s switch</h2><p class="">There’s a morbid term that’s found it’s way (perhaps regrettably) into software engineering:</p><blockquote>A <strong>dead man&#x27;s switch (DMS)</strong> is a <a href="https://en.wikipedia.org/wiki/Switch" target="_blank" rel="noopener noreferrer" class="">switch</a> that is designed to be activated or deactivated if the human operator becomes incapacitated, such as through <a href="https://en.wikipedia.org/wiki/Death" target="_blank" rel="noopener noreferrer" class="">death</a>, <a href="https://en.wikipedia.org/wiki/Loss_of_consciousness" target="_blank" rel="noopener noreferrer" class="">loss of consciousness</a>, or being bodily removed from control.</blockquote><p class="">It’s a bit dramatic, but the analogy transfers quite well to how you solve the same problems in systems design. We use a DMS to build safeguards that trigger automatically when a primary system fails to check-in.</p><p class="">It&#x27;s exactly what we need: a backup system where external providers page our engineers if, for any reason, our primary paging system fails to do so.</p><p class="">Here&#x27;s how we implemented it:</p><ol><li>Every alert we receive gets sent to both incident.io <strong><em>and</em></strong> a backup provider (applying a 1 minute delay)</li><li>When our system successfully pages someone (and they acknowledge it), we automatically acknowledge the corresponding backup alert</li><li>If our system fails to page someone within 1 minute, or they don&#x27;t acknowledge it in time, the backup alert pages us</li></ol><p class="">When an engineer acknowledges a page in our system, here&#x27;s a simplified outline of how we prevent the backup system from paging us unnecessarily:</p><pre class="refractor language-ruby"><code class="language-ruby"><span class="token keyword">def</span> <span class="token method-definition"><span class="token function">acknowledge</span></span><span class="token punctuation">(</span>escalation<span class="token punctuation">)</span><span class="token operator">:</span>
<span class="token comment"># Only ack backup escalations if the escalation has been acknowledged in our system.</span>
<span class="token keyword">if</span> <span class="token keyword">not</span> escalation<span class="token punctuation">.</span>is_acknowledged<span class="token punctuation">(</span><span class="token punctuation">)</span><span class="token operator">:</span>
<span class="token keyword">return</span>
<span class="token comment"># Find the alert that triggered the escalation.</span>
alert <span class="token operator">=</span> find_alert<span class="token punctuation">(</span>escalation<span class="token punctuation">.</span>alert_id<span class="token punctuation">)</span>
<span class="token comment"># Sometimes we&#x27;ll acknowledge alerts quickly, and find that</span>
<span class="token comment"># backup systems haven&#x27;t yet processed the alert yet.</span>
<span class="token comment">#</span>
<span class="token comment"># It&#x27;s important we ack the backup alerts, to avoid getting</span>
<span class="token comment"># paged twice, so we give them a 10 - 15s grace period.</span>
<span class="token keyword">for</span> attempt <span class="token keyword">in</span> range<span class="token punctuation">(</span><span class="token number">10</span><span class="token punctuation">)</span><span class="token operator">:</span>
<span class="token keyword">if</span> alert<span class="token punctuation">.</span>has_backup_alerts<span class="token punctuation">(</span><span class="token punctuation">)</span><span class="token operator">:</span>
<span class="token keyword">break</span>
sleep<span class="token punctuation">(</span><span class="token number">1</span><span class="token punctuation">)</span>
<span class="token comment"># Ok, all our backup alerts have been created, ack them</span>
<span class="token comment"># so they don&#x27;t page us!</span>
<span class="token keyword">for</span> backup_alert <span class="token keyword">in</span> alert<span class="token punctuation">.</span>backup_alerts<span class="token punctuation">(</span><span class="token punctuation">)</span><span class="token operator">:</span>
ack_in_backup_system<span class="token punctuation">(</span>backup_alert<span class="token punctuation">)</span></code></pre><p class="">This creates a simple dead man&#x27;s switch: backup providers will only page us if we fail to successfully notify an engineer through our own alerting platform.</p><p class="">Luckily, we’ve never needed it as a result of our systems going down, but very occasionally someone will fails to ack a page within 60s, which results in regular testing of this approach. It doesn’t happen often, but as with all backup systems, it’s good to know it’s working should we need it in a worst case scenario.</p><h2 id="when-you-really-really-cant-afford-to-miss-a-page" class=""><a class="heading-link" href="#when-you-really-really-cant-afford-to-miss-a-page"><span class="icon icon-link"></span></a>When you really, really can&#x27;t afford to miss a page</h2><p class="">There&#x27;s something delightfully absurd about dogfooding your product when it’s worst moments will coincide with your greatest need of it. But when you&#x27;re an incident response company, that&#x27;s <em>exactly</em> what you should be doing.</p><p class="">We&#x27;ve invested heavily in making incident.io reliable and we&#x27;ve got redundancy built into every level of our stack, <a href="https://incident.io/hubs/building-on-call/building-on-call-our-observability-strategy" target="_blank" rel="noopener noreferrer" class="">comprehensive monitoring</a>, and a battle-tested on-call system.</p><p class="">However, if we&#x27;re doing right by our customers, we have to assume we&#x27;ve missed something, that unexpected events can and will happen, and plan accordingly. When customers depend on you to help them manage their worst days, you can&#x27;t just say &quot;oh, it&#x27;ll be fine&quot;!</p><p class="">We have an entirely separate backup system and we test it with every single alert we receive for our own alerting platform. If you don’t use incident.io yet, hopefully whoever you rely on does this too — if not, that’s probably an important and interesting conversation worth having!</p><p class="">This might all seem like overkill, but we think it’s important and helps us (and you) sleep better at night (well, until we get paged, anyway…).</p><p class=""><em>This post is part of our <a href="https://incident.io/hubs/building-on-call" target="_blank" rel="noopener noreferrer" class="">Building On-call series</a>, where we share the challenges and solutions we&#x27;ve found while building our on-call product. 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srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe7b906adbcc6184c09d6abda07181ee946f50ab5-800x800.png%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe7b906adbcc6184c09d6abda07181ee946f50ab5-800x800.png%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=640&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe7b906adbcc6184c09d6abda07181ee946f50ab5-800x800.png%3Fw%3D250%26h%3D250%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=640&amp;q=75"/></span><div class="text-pretty"><div class="text-content-primary text-body-emphasis">Lawrence Jones</div><div class="text-alarmalade-600 text-body-xs">Product Engineer</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 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9.08082 4.15245 9.39202 4.03805C9.70322 3.92125 10.048 4.08285 10.1624 4.39325C11.0656 6.84205 13.0656 7.39805 13.1496 7.42045C13.4144 7.49085 13.5992 7.73085 13.5976 8.00365C13.596 8.27725 13.412 8.51565 13.1464 8.58285C13.0648 8.60445 11.0656 9.16045 10.1624 11.6092C10.0728 11.8516 9.84402 12.0012 9.59922 12.0012L9.60002 11.9996Z" fill="currentColor"></path></svg></a></div></div></div></section><section class="flex flex-col gap-6"><div class="flex flex-col md:flex-row justify-between gap-4"><h2 class="text-h3">More from Behind-the-scenes building On-call</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="f3673cac-18df-49fe-997f-538c1d221d29" class="group flex flex-col" href="/blog/behind-the-scenes-launching-on-call"><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="Behind the scenes: Launching On-call" loading="lazy" width="1920" height="1080" 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%2F488cbe9726b6521f3f32a5e3b39e48af89191e1b-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1920&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F488cbe9726b6521f3f32a5e3b39e48af89191e1b-1920x1080.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%2F488cbe9726b6521f3f32a5e3b39e48af89191e1b-1920x1080.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">Behind the scenes: Launching On-call</h3><p class="text-body-sm line-clamp-2">We like to ship it then shout about it, all the time. Building On-call was different.</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="Henry Course" 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%2F951e36b2b4f5cc1786703dfc890674c3564271ea-800x800.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%2F951e36b2b4f5cc1786703dfc890674c3564271ea-800x800.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%2F951e36b2b4f5cc1786703dfc890674c3564271ea-800x800.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]">Henry Course</span></span></div><div class="text-body-sm text-content-secondary">July 9, 2024</div></div></div></a><a id="8f883945-8f0b-4614-9f35-1a2d71b5a6e3" class="group flex flex-col" href="/blog/building-on-call-our-observability-strategy"><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="Building On-call: Our observability strategy" loading="lazy" width="1920" height="1080" 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%2Fc335e33de5877a9d0db524513e961282feba3744-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1920&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fc335e33de5877a9d0db524513e961282feba3744-1920x1080.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%2Fc335e33de5877a9d0db524513e961282feba3744-1920x1080.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">Building On-call: Our observability strategy</h3><p class="text-body-sm line-clamp-2">Our customers count on us to sound the alarm when their systems go sideways—so keeping our on-call service up and running isn’t just important; it’s non-negotiable. To nail the reliability our customers need, we lean on some serious observability (or as the cool kids say, o11y) to keep things running smoothly.</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="Martha Lambert" 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%2Fa7e8493e76844447f158be56ed4ee232ac4a39d3-500x500.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%2Fa7e8493e76844447f158be56ed4ee232ac4a39d3-500x500.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%2Fa7e8493e76844447f158be56ed4ee232ac4a39d3-500x500.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]">Martha Lambert</span></span></div><div class="text-body-sm text-content-secondary">August 22, 2024</div></div></div></a><a id="fe301a51-e997-44e1-b8b1-83c64b11f753" class="group flex flex-col" href="/blog/the-complexity-of-phone-networks"><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="Building On-call: The complexity of phone networks" loading="lazy" width="1920" height="1080" 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%2F31980bc90eb0071fe1e07ded2748485cbc87b159-1920x1080.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1920&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F31980bc90eb0071fe1e07ded2748485cbc87b159-1920x1080.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%2F31980bc90eb0071fe1e07ded2748485cbc87b159-1920x1080.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">Building On-call: The complexity of phone networks</h3><p class="text-body-sm line-clamp-2">Making a phone call is easy...right? It&#x27;s time to re-examine the things you thought were true about phone calls and SMS.</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="Leo Sjöberg" 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%2Fa4ced1ce7ab3ed001c9dc1e27e5292c0ff00502d-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%2Fa4ced1ce7ab3ed001c9dc1e27e5292c0ff00502d-512x512.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" 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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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So, what do you do?\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b1a845b34d5a\",\"_type\":\"block\",\"children\":[{\"_key\":\"127d0b14637b\",\"_type\":\"span\",\"marks\":[],\"text\":\"Every serious infrastructure, alerting, and observability provider wrestles with this challenge and it's something we get asked by customers regularly, so in this post, I'll go through exactly how we've thought about it.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"703b0daf4439\",\"_type\":\"block\",\"children\":[{\"_key\":\"66f486abd919\",\"_type\":\"span\",\"marks\":[],\"text\":\"We ended up building what amounts to a dead man's switch for our on-call system, to ensure we can use our product as much as possible, while never missing a page.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"285574f48fb9\",\"_type\":\"block\",\"children\":[{\"_key\":\"91e2ad9e5a6e0\",\"_type\":\"span\",\"marks\":[],\"text\":\"We’ve never needed to lean on this as a result of our own systems going down, but we take our responsibilities seriously. 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Within seconds, our system processed the alert and paged me (I was on-call last week) through the incident.io mobile app.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"8f38a6f97ff9\",\"_type\":\"block\",\"children\":[{\"_key\":\"562ca360171a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"This looked like:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4694c0d751b1\",\"_type\":\"block\",\"children\":[{\"_key\":\"4e422ceb06c30\",\"_type\":\"span\",\"marks\":[\"code\"],\"text\":\"21:59:11\"},{\"_key\":\"4e422ceb06c31\",\"_type\":\"span\",\"marks\":[],\"text\":\" - Grafana alert detects high CPU usage, triggers an incident\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3fec648759be\",\"_type\":\"block\",\"children\":[{\"_key\":\"30d75e7ad0a00\",\"_type\":\"span\",\"marks\":[\"code\"],\"text\":\"21:59:12\"},{\"_key\":\"30d75e7ad0a01\",\"_type\":\"span\",\"marks\":[],\"text\":\" - Our alerting platform pages me, my phone rings\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"60784eb7eb8f\",\"_type\":\"block\",\"children\":[{\"_key\":\"3722c81579fc0\",\"_type\":\"span\",\"marks\":[\"code\"],\"text\":\"21:59:31\"},{\"_key\":\"3722c81579fc1\",\"_type\":\"span\",\"marks\":[],\"text\":\" - I acknowledge the page\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2422384adf90\",\"_type\":\"block\",\"children\":[{\"_key\":\"ff4defb35d630\",\"_type\":\"span\",\"marks\":[\"code\"],\"text\":\"22:00:13\"},{\"_key\":\"ff4defb35d631\",\"_type\":\"span\",\"marks\":[],\"text\":\" - I jump into the incident channel, and confirm high CPU on one of our pods\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d98850618659\",\"_type\":\"block\",\"children\":[{\"_key\":\"1f8b1b6f8e090\",\"_type\":\"span\",\"marks\":[\"code\"],\"text\":\"22:02:18\"},{\"_key\":\"1f8b1b6f8e091\",\"_type\":\"span\",\"marks\":[],\"text\":\" - I terminate the high CPU pod (mitigating impact)\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"068d0457a73b\",\"_type\":\"block\",\"children\":[{\"_key\":\"e479d0ad069f0\",\"_type\":\"span\",\"marks\":[\"code\"],\"text\":\"22:10:33\"},{\"_key\":\"e479d0ad069f1\",\"_type\":\"span\",\"marks\":[],\"text\":\" - I wrap up, share an update, and close the incident\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"53bf24f228ab\",\"_type\":\"block\",\"children\":[{\"_key\":\"81b66b126a9e0\",\"_type\":\"span\",\"marks\":[],\"text\":\"The whole thing took about 10 minutes from start to finish. We identified a web pod that was consuming excessive CPU, terminated it (Kubernetes started a fresh one for us), and confirmed the metrics had returned to normal. Pretty standard stuff.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7c7ff91d746a\",\"_type\":\"block\",\"children\":[{\"_key\":\"5881a8abb66c0\",\"_type\":\"span\",\"marks\":[],\"text\":\"This is how it looks in our system:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"522c93c1dcdf\",\"_type\":\"image\",\"alignment\":\"center\",\"asset\":{\"_ref\":\"image-98e373a4cb3de90c3651a7d42a2e75046024cce3-6390x2404-png\",\"_type\":\"reference\"},\"bgFrame\":\"none\",\"markDefs\":null},{\"_key\":\"984279d2c1cc\",\"_type\":\"block\",\"children\":[{\"_key\":\"4e658fda2e680\",\"_type\":\"span\",\"marks\":[],\"text\":\"What's interesting here isn't the incident itself - these kinds of small operational blips happen to every service - but rather how the alerting flow worked. Let's break it down:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b3933243145e\",\"_type\":\"block\",\"children\":[{\"_key\":\"9c55e832746d0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Grafana spots something wrong and sends an alert to incident.io\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a70c4b56cb78\",\"_type\":\"block\",\"children\":[{\"_key\":\"a2054427c9380\",\"_type\":\"span\",\"marks\":[],\"text\":\"Our system processes the alert and triggers the appropriate escalation path\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"08e127d832e8\",\"_type\":\"block\",\"children\":[{\"_key\":\"576f6ffb825f0\",\"_type\":\"span\",\"marks\":[],\"text\":\"The on-call engineer (me, in this case) gets a high-urgency notification\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e04c4415c41b\",\"_type\":\"block\",\"children\":[{\"_key\":\"3b4476f8d25e0\",\"_type\":\"span\",\"marks\":[],\"text\":\"We jump into a dedicated incident channel to debug and resolve\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3c7d2a02d21c\",\"_type\":\"block\",\"children\":[{\"_key\":\"a335ce88a5970\",\"_type\":\"span\",\"marks\":[],\"text\":\"This is the \\\"happy path\\\" - our alerting system doing exactly what it's designed to do. But here's where it gets interesting: what happens if the thing that breaks is incident.io itself?\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"799bb6daea85\",\"_type\":\"block\",\"children\":[{\"_key\":\"18f9f50f127f0\",\"_type\":\"span\",\"marks\":[],\"text\":\"When things go wrong\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-when-things-go-wrong\",\"slug\":\"when-things-go-wrong\"}],\"style\":\"h2\"},{\"_key\":\"82c54de7f259\",\"_type\":\"block\",\"children\":[{\"_key\":\"3ffac38f43c50\",\"_type\":\"span\",\"marks\":[],\"text\":\"During one of our recent \"},{\"_key\":\"3ffac38f43c51\",\"_type\":\"span\",\"marks\":[\"98842a16ef18\"],\"text\":\"game days\"},{\"_key\":\"3ffac38f43c52\",\"_type\":\"span\",\"marks\":[],\"text\":\" (yes, we regularly break our systems on purpose), we simulated exactly this scenario.\"}],\"markDefs\":[{\"_key\":\"98842a16ef18\",\"_type\":\"link\",\"href\":\"https://incident.io/blog/game-day\",\"openInNewWindow\":true}],\"style\":\"normal\"},{\"_key\":\"d6afcc357076\",\"_type\":\"block\",\"children\":[{\"_key\":\"2262515c04d4\",\"_type\":\"span\",\"marks\":[],\"text\":\"We’ve built our systems for substantial scale and burst scenarios, so we flooded our alert ingestion pipeline with over 100x of our normal load to stress the system. Soon enough, our internal alerts started firing:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f8dab2074857\",\"_type\":\"block\",\"children\":[{\"_key\":\"40f9dac9e2d60\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"🚨 Alert route HandleEvent worker nearing capacity (\u003e75%)\\n\"},{\"_key\":\"40f9dac9e2d61\",\"_type\":\"span\",\"marks\":[],\"text\":\"We're using \u003e75% of the worker capacity for processing alert events in the alertroute package.\"}],\"markDefs\":[],\"style\":\"blockquote\"},{\"_key\":\"1869b3b748d3\",\"_type\":\"block\",\"children\":[{\"_key\":\"ba1a1ed7a6ad0\",\"_type\":\"span\",\"marks\":[],\"text\":\"At this point, if we kept up the test, we'd hit capacity and alerts would start backing up in the queue.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d02f3572053d\",\"_type\":\"block\",\"children\":[{\"_key\":\"aa4eef38b33b0\",\"_type\":\"span\",\"marks\":[],\"text\":\"\\\"So what?\\\" you might ask. Well, remember that these alerts trigger pages, and pages notify engineers. If alerts are delayed, then pages are delayed and when your systems are down, every second counts.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a3d1b0851f65\",\"_type\":\"block\",\"children\":[{\"_key\":\"473c9b108d7e0\",\"_type\":\"span\",\"marks\":[],\"text\":\"This is the uncomfortable reality of building an incident response product: \"},{\"_key\":\"a23326af38d8\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"the moment you most need to notify your own engineers is exactly when your notification system might be struggling.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9e57d2694da4\",\"_type\":\"block\",\"children\":[{\"_key\":\"89978e98694a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"We've invested heavily in \"},{\"_key\":\"89978e98694a1\",\"_type\":\"span\",\"marks\":[\"4b8f957fe592\"],\"text\":\"observability\"},{\"_key\":\"89978e98694a2\",\"_type\":\"span\",\"marks\":[],\"text\":\" and tools like \"},{\"_key\":\"89978e98694a3\",\"_type\":\"span\",\"marks\":[\"84fc052df46e\"],\"text\":\"our smoke testing framework\"},{\"_key\":\"89978e98694a4\",\"_type\":\"span\",\"marks\":[],\"text\":\" to catch these situations early, but ultimately, no matter how reliable you believe your system is, you still need a plan for when it degrades substantially or fails outright.\"}],\"markDefs\":[{\"_key\":\"4b8f957fe592\",\"_type\":\"link\",\"href\":\"https://incident.io/hubs/building-on-call/building-on-call-our-observability-strategy\",\"openInNewWindow\":true},{\"_key\":\"84fc052df46e\",\"_type\":\"link\",\"href\":\"https://incident.io/hubs/building-on-call/continually-testing-our-product-with-smoke-tests\",\"openInNewWindow\":true}],\"style\":\"normal\"},{\"_key\":\"deb54c03f5f6\",\"_type\":\"block\",\"children\":[{\"_key\":\"a33faa77e34a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"What we need is something called a…\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"818faca576ec\",\"_type\":\"block\",\"children\":[{\"_key\":\"f6cafeb9ce7b0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Dead man’s switch\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-dead-mans-switch\",\"slug\":\"dead-mans-switch\"}],\"style\":\"h2\"},{\"_key\":\"d5a9a5053087\",\"_type\":\"block\",\"children\":[{\"_key\":\"13619fdc353a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"There’s a morbid term that’s found it’s way (perhaps regrettably) into software engineering:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ddb20a36a7be\",\"_type\":\"block\",\"children\":[{\"_key\":\"a1d9d5fb5ffc0\",\"_type\":\"span\",\"marks\":[],\"text\":\"A \"},{\"_key\":\"a1d9d5fb5ffc1\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"dead man's switch (DMS)\"},{\"_key\":\"a1d9d5fb5ffc2\",\"_type\":\"span\",\"marks\":[],\"text\":\" is a \"},{\"_key\":\"a1d9d5fb5ffc3\",\"_type\":\"span\",\"marks\":[\"7f1a92e96aac\"],\"text\":\"switch\"},{\"_key\":\"a1d9d5fb5ffc4\",\"_type\":\"span\",\"marks\":[],\"text\":\" that is designed to be activated or deactivated if the human operator becomes incapacitated, such as through \"},{\"_key\":\"a1d9d5fb5ffc5\",\"_type\":\"span\",\"marks\":[\"ea052bd2ec47\"],\"text\":\"death\"},{\"_key\":\"a1d9d5fb5ffc6\",\"_type\":\"span\",\"marks\":[],\"text\":\", \"},{\"_key\":\"a1d9d5fb5ffc7\",\"_type\":\"span\",\"marks\":[\"f7e7f1334ccd\"],\"text\":\"loss of consciousness\"},{\"_key\":\"a1d9d5fb5ffc8\",\"_type\":\"span\",\"marks\":[],\"text\":\", or being bodily removed from control.\"}],\"markDefs\":[{\"_key\":\"7f1a92e96aac\",\"_type\":\"link\",\"href\":\"https://en.wikipedia.org/wiki/Switch\",\"openInNewWindow\":true},{\"_key\":\"ea052bd2ec47\",\"_type\":\"link\",\"href\":\"https://en.wikipedia.org/wiki/Death\",\"openInNewWindow\":true},{\"_key\":\"f7e7f1334ccd\",\"_type\":\"link\",\"href\":\"https://en.wikipedia.org/wiki/Loss_of_consciousness\",\"openInNewWindow\":true}],\"style\":\"blockquote\"},{\"_key\":\"6b743fe2e0ff\",\"_type\":\"block\",\"children\":[{\"_key\":\"d3e1cc4fcff20\",\"_type\":\"span\",\"marks\":[],\"text\":\"It’s a bit dramatic, but the analogy transfers quite well to how you solve the same problems in systems design. We use a DMS to build safeguards that trigger automatically when a primary system fails to check-in.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"fb1143d30392\",\"_type\":\"block\",\"children\":[{\"_key\":\"6d4cbdbdc2ed0\",\"_type\":\"span\",\"marks\":[],\"text\":\"It's exactly what we need: a backup system where external providers page our engineers if, for any reason, our primary paging system fails to do so.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"6e49e4fa8435\",\"_type\":\"block\",\"children\":[{\"_key\":\"19ecba96a1e70\",\"_type\":\"span\",\"marks\":[],\"text\":\"Here's how we implemented it:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"06957fceae7d\",\"_type\":\"block\",\"children\":[{\"_key\":\"744ad6828a1a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Every alert we receive gets sent to both incident.io \"},{\"_key\":\"744ad6828a1a3\",\"_type\":\"span\",\"marks\":[\"em\",\"strong\"],\"text\":\"and\"},{\"_key\":\"744ad6828a1a4\",\"_type\":\"span\",\"marks\":[],\"text\":\" a backup provider (applying a 1 minute delay)\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"0649ce63efc6\",\"_type\":\"block\",\"children\":[{\"_key\":\"08cccfa493380\",\"_type\":\"span\",\"marks\":[],\"text\":\"When our system successfully pages someone (and they acknowledge it), we automatically acknowledge the corresponding backup alert\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3efeeb30b142\",\"_type\":\"block\",\"children\":[{\"_key\":\"e9fbc1baeab20\",\"_type\":\"span\",\"marks\":[],\"text\":\"If our system fails to page someone within 1 minute, or they don't acknowledge it in time, the backup alert pages us\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e8de8ef9b128\",\"_type\":\"block\",\"children\":[{\"_key\":\"3f3fee5eaee30\",\"_type\":\"span\",\"marks\":[],\"text\":\"When an engineer acknowledges a page in our system, here's a simplified outline of how we prevent the backup system from paging us unnecessarily:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"465519bad151\",\"_type\":\"code\",\"code\":\"def acknowledge(escalation):\\n # Only ack backup escalations if the escalation has been acknowledged in our system.\\n if not escalation.is_acknowledged():\\n return\\n\\n # Find the alert that triggered the escalation.\\n alert = find_alert(escalation.alert_id)\\n\\n # Sometimes we'll acknowledge alerts quickly, and find that\\n # backup systems haven't yet processed the alert yet.\\n #\\n # It's important we ack the backup alerts, to avoid getting\\n # paged twice, so we give them a 10 - 15s grace period.\\n for attempt in range(10):\\n if alert.has_backup_alerts():\\n break\\n sleep(1)\\n\\n # Ok, all our backup alerts have been created, ack them\\n # so they don't page us!\\n for backup_alert in alert.backup_alerts():\\n ack_in_backup_system(backup_alert)\",\"language\":\"ruby\",\"markDefs\":null},{\"_key\":\"7aef5a47fade\",\"_type\":\"block\",\"children\":[{\"_key\":\"a60d1df6a8dd\",\"_type\":\"span\",\"marks\":[],\"text\":\"This creates a simple dead man's switch: backup providers will only page us if we fail to successfully notify an engineer through our own alerting platform.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"faf7d1590267\",\"_type\":\"block\",\"children\":[{\"_key\":\"c638e52ff5230\",\"_type\":\"span\",\"marks\":[],\"text\":\"Luckily, we’ve never needed it as a result of our systems going down, but very occasionally someone will fails to ack a page within 60s, which results in regular testing of this approach. It doesn’t happen often, but as with all backup systems, it’s good to know it’s working should we need it in a worst case scenario.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a36ced733173\",\"_type\":\"block\",\"children\":[{\"_key\":\"3577cda7525e0\",\"_type\":\"span\",\"marks\":[],\"text\":\"When you really, really can't afford to miss a page\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-when-you-really-really-cant-afford-to-miss-a-page\",\"slug\":\"when-you-really-really-cant-afford-to-miss-a-page\"}],\"style\":\"h2\"},{\"_key\":\"19e70dc79c86\",\"_type\":\"block\",\"children\":[{\"_key\":\"61131726ef6d0\",\"_type\":\"span\",\"marks\":[],\"text\":\"There's something delightfully absurd about dogfooding your product when it’s worst moments will coincide with your greatest need of it. But when you're an incident response company, that's \"},{\"_key\":\"61131726ef6d1\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"exactly\"},{\"_key\":\"61131726ef6d2\",\"_type\":\"span\",\"marks\":[],\"text\":\" what you should be doing.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f10e885611e2\",\"_type\":\"block\",\"children\":[{\"_key\":\"f2e026f92f7a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"We've invested heavily in making incident.io reliable and we've got redundancy built into every level of our stack, \"},{\"_key\":\"f2e026f92f7a3\",\"_type\":\"span\",\"marks\":[\"b1293af8f562\"],\"text\":\"comprehensive monitoring\"},{\"_key\":\"f2e026f92f7a4\",\"_type\":\"span\",\"marks\":[],\"text\":\", and a battle-tested on-call system.\"}],\"markDefs\":[{\"_key\":\"b1293af8f562\",\"_type\":\"link\",\"href\":\"https://incident.io/hubs/building-on-call/building-on-call-our-observability-strategy\",\"openInNewWindow\":true}],\"style\":\"normal\"},{\"_key\":\"11fce9d20ee8\",\"_type\":\"block\",\"children\":[{\"_key\":\"ad708ea252e10\",\"_type\":\"span\",\"marks\":[],\"text\":\"However, if we're doing right by our customers, we have to assume we've missed something, that unexpected events can and will happen, and plan accordingly. When customers depend on you to help them manage their worst days, you can't just say \\\"oh, it'll be fine\\\"!\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f54acae2f393\",\"_type\":\"block\",\"children\":[{\"_key\":\"0ab199795c880\",\"_type\":\"span\",\"marks\":[],\"text\":\"We have an entirely separate backup system and we test it with every single alert we receive for our own alerting platform. If you don’t use incident.io yet, hopefully whoever you rely on does this too — if not, that’s probably an important and interesting conversation worth having!\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"44782a7ee1fb\",\"_type\":\"block\",\"children\":[{\"_key\":\"1614628076400\",\"_type\":\"span\",\"marks\":[],\"text\":\"This might all seem like overkill, but we think it’s important and helps us (and you) sleep better at night (well, until we get paged, anyway…).\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b912ea36c7e9\",\"_type\":\"block\",\"children\":[{\"_key\":\"c9215ec3a78f0\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"This post is part of our \"},{\"_key\":\"c9215ec3a78f1\",\"_type\":\"span\",\"marks\":[\"em\",\"af7d259edb40\"],\"text\":\"Building On-call series\"},{\"_key\":\"c9215ec3a78f2\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\", where we share the challenges and solutions we've found while building our on-call product. 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