Our customers want information about incidents as quickly as possible, even if it is preliminary. Several people at Heroku are specifically trained to be ICs and can be paged into a situation with a HipChat bot: Instead they’re responsible for the health of the incident response: ensuring that the right responders are involved, that everyone has the information they need, that all issues are covered, and that incident resolution is proceeding well overall.īy default the IC is the first person to notice the problem, but for significant incidents the role is usually transferred to a dedicated IC. The IC doesn’t fix issues directly or communicate personally with customers. The Incident Commander (“IC”) is the leader of the response effort. This ensures everyone is on the same page about the initial response.ĭesignate IC. Before starting work on the incident, move to a shared “Platform Incidents” HipChat room. When an incident occurs, we follow these steps: Our response framework and the Incident Commander role in particular help us successfully respond to a variety of incidents. It’s based on the Incident Command System used in natural disaster response and other emergency response fields. We describe Heroku’s incident response framework below. Incident Response and the Incident Commander Role 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. 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.Īt Heroku we’ve codified our practices around these aspects into an incident response framework. As a service provider, when things go wrong you try to get them fixed as quickly as possible.
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