This post is an update on a previous post about how Heroku handles incident response.
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.
Incident Response and the Incident Commander Role
We describe Heroku’s...