I spend most of my time at Heroku working on our support tools and services; help.heroku.com is one such example. Heroku's help application depends on the Platform API to, amongst other things, authenticate users, authorize or deny access, and fetch user data.
So, what happens to tools and services like help.heroku.com during a platform incident? They must remain available to both agents and customers—regardless of the status of the Platform API. There is simply no substitute for communication during an outage.
To ensure this is the case, we use api-maintenance-sim, an app we recently open-sourced, to regularly simulate Platform API incidents.
During a Platform...