May 09, 2014 by Mark McGranaghan
As a service provider, when things go wrong you try to get them fixed as quickly as possible. In addition to technical troubleshooting, there’s a lot of coordination and communication that needs to happen in resolving issues with systems like Heroku’s.
At Heroku we’ve codified our practices around these aspects into an incident response framework. Whether you’re just interested in how incident response works at Heroku, or looking to adopt and apply some of these practices for yourself, we hope you find this inside look helpful.
We describe Heroku’s incident response framework below. It’s based on the Incident Command System used in...Read more →