You’ve just realized that something has gone critically wrong, and you can’t fix it yourself. Particularly if you work within a collaborative DevOps environment, it’s better to get by with a little help from you friends. Effectively coordinating the incident response across subject matter experts and front-line responders is a secret to operational success that differentiates top teams. So it’s important that you have an effective and efficient way to to sound the alarm, and make sure that your conversations are recorded and actionable.
Outages are chaotic, and it can be difficult to figure out the best way to let your customers know what is going on. One of the first big decisions you’ll need to make is whether you’re going to respond only to people who inquire about the issue, or if you’re going to be more proactive and post updates publicly. Many of the leading technology companies have begun to transparently discuss outages with their customers, and there are a number of good business reasons for doing so. Regardless of your approach, here are 6 things you can do to ensure successful customer communication during outages.
Guest post by Alexis Lê-Quôc, co-founder and CTO of Datadog. Datadog is a monitoring service for IT, Operations and Development teams who want to turn…
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