How To

In an organization with an open culture, everyone should be able to receive and provide critical feedback in a meaningful manner with transparency and respect.

A Culture of Accountability is one where the whole team understands they’re working towards a common goal to help the organization succeed then proactively works to deliver value on behalf of your organization, and pivots to help fix mistakes as they occur.

Customers understand that incidents happen, but they'll want information and updates when their service is disrupted. So make sure you have a clear plan on how to get clear and concise information to your impacted users when it matters the most.

Managing incidents goes beyond the engineering organization, so it's important that there's a plan for how to share information outside of the responding team - especially to non-technical team members who are customer-facing.

Everything is going well until you get an alert that there has been a system outage. In this article, we define an incident and share how to categorize an incident's impact.