Incidents Are for Everyone(incident.io)
incident.io
Incidents Are for Everyone
https://incident.io/blog/incidents-are-for-everyone
13 comments
Thanks Lawrence! It's been really great to work with you folks :)
> I'm hoping the success of incident.io at GC can extend to the ops teams over time
I hope so too. Let us know anything that you think might make that easier.
> I'm hoping the success of incident.io at GC can extend to the ops teams over time
I hope so too. Let us know anything that you think might make that easier.
Slightly off topic, but why on earth has the website's designer chosen to put light grey text on a white background?
Hey folks, author here! Happy to discuss + explore any of the points raised.
Both the website, and product look very polished. I like the design.
Is this a competitor to PagerDuty? I'm curious what features you're offering to take on them as the incumbent in the space.
I've never actually used either software. The companies I've worked for all use their own in-house incident/oncall frameworks. But would love to know more!
Is this a competitor to PagerDuty? I'm curious what features you're offering to take on them as the incumbent in the space.
I've never actually used either software. The companies I've worked for all use their own in-house incident/oncall frameworks. But would love to know more!
Hey there! Thanks very much. It's all Tailwind CSS — we highly recommend it.
Yes, and no. Almost all of our customers already use PagerDuty, with Opsgenie a distinct second. They predominantly use them to wake people up when things go wrong, but don't use them to actually _run_ their incidents.
I think there's a variety of reasons for this from it not being easy to imprint your process onto PagerDuty, to it being harder to use for non-technical folks, and it not being where you communicate with the rest of your organisation (often Slack).
The most common competitors we come up against are:
1. Your process being written down on a piece of paper, which humans then remember to follow (spoiler: it's hard to do this) 2. In-house tooling that folks have built to help fix this problem. Many scale-ups have built their own (Stripe, Monzo, Robinhood, Transferwise, Influx Data, etc).
We take people from thing went wrong, to response, to debriefing, to following up on actions afterwards. Right now, we don't wake people up through alerting, but it's a natural next step for us to go and do that as well.
Yes, and no. Almost all of our customers already use PagerDuty, with Opsgenie a distinct second. They predominantly use them to wake people up when things go wrong, but don't use them to actually _run_ their incidents.
I think there's a variety of reasons for this from it not being easy to imprint your process onto PagerDuty, to it being harder to use for non-technical folks, and it not being where you communicate with the rest of your organisation (often Slack).
The most common competitors we come up against are:
1. Your process being written down on a piece of paper, which humans then remember to follow (spoiler: it's hard to do this) 2. In-house tooling that folks have built to help fix this problem. Many scale-ups have built their own (Stripe, Monzo, Robinhood, Transferwise, Influx Data, etc).
We take people from thing went wrong, to response, to debriefing, to following up on actions afterwards. Right now, we don't wake people up through alerting, but it's a natural next step for us to go and do that as well.
Hello,
The product seems great, congrats to the team!
I'm wondering what is the projected pricing model?
Thanks!
Hey there!
Thanks very much, I appreciate the kind words. Right now, we're in early access where we're partnering with companies for feedback on the product so we can make something that people love.
As such, our pricing is pretty simple — we charge based on the number of Slack users in your workspace, and put you in a bucket. For some companies, that doesn't work as well (e.g. if 95% of your company is customer support agents that would never use the tool), and we change it as appropriate. Basically, we'd rather optimise for feedback and love than for revenue at this point :)
Thanks very much, I appreciate the kind words. Right now, we're in early access where we're partnering with companies for feedback on the product so we can make something that people love.
As such, our pricing is pretty simple — we charge based on the number of Slack users in your workspace, and put you in a bucket. For some companies, that doesn't work as well (e.g. if 95% of your company is customer support agents that would never use the tool), and we change it as appropriate. Basically, we'd rather optimise for feedback and love than for revenue at this point :)
Ok thanks !
I guess about a third of the users in our workspace would be using the tool in theory, so a variable pricing would be required by the higher ups^^
I wish you all the best
Happy to chat — just drop a message on intercom, or I'm [email protected]
Thanks, I've sent you an email.
Having spent a while training the SREs at the company in incident management, it was always a struggle to keep up the quality and consistency of incident response across a fast growing engineering org beyond a small group of SRE on-calls.
After an initial push-back to using incident.io, primarily due to how it gels with a terribly complex existing incident response procedure, we started to see something weird:
- The number of incidents began to increase
- We were writing noticeably more post-mortems
- Our incident response managers (rotating position across departments) we're starting to push people into the tool to benefit from the visibility on organisation incidents
- Teams were naturally achieving a great first five minutes of an incident, setting up video links, assigning roles, notifying stakeholders
It's been really great to have people discover these changes themselves and work back to find it was the incident.io tool that is the source of it. By making it really easy to do the right thing, people are starting to do those things more.
I know Monzo had a similar tool that ops relied on heavily. I'm hoping the success of incident.io at GC can extend to the ops teams over time, so we can see some of the single platform benefits this article mentions.