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Episode #4 – When It All Goes Wrong

November 19, 2012 By Chase Clemons 2 Comments

Your app is going to go down at some point. In this episode, we talk about what to do when that happens. And believe me, it’ll happen. No matter how good your team is, it’s inevitable.

I cover ideas for a solid response, the importance of practicing your plan, and ways to learn from those times your app does crash.

Listen to the show

http://media.blubrry.com/supportopshangout/p/media.blubrry.com/supportops/p/s3.amazonaws.com/supportops/podcast/supportops4.mp3

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Show Notes and Links

  • Great presentation from Mathew Patterson from Campaign Monitor on downtime.
  • Nice explanation to customers after a downtime event from Ben Congleton at Olark.
  • Solid response from 37signals after a week of troubles with Campfire.
  • GitHub’s status page is clear and concise.

What did you think?

If you have an idea for an episode you would like to see or a question, e-mail me.

Oh, and if you enjoyed the show, please rate it on iTunes. That’d go a long ways in getting the word out. Plus, you’d get cool points.

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Comments

  1. Lauren says

    March 19, 2013 at 7:00 am

    This is great, I am in the process of re-writing our downtime plan at the moment.

    One thing I have found is really important for us, is for our Ops IC to come and sit with the support team while the issue is being fixed, it’s made a huge difference to how we communicate in an emergency situation because the Ops IC is able to relay information a lot quicker.

    I think it also makes people feel like the issue has been resolved as a team rather than Ops fixing the problem and the CS team just relaying information.

    Great podcast!

    Lauren

    Reply
    • Chase Clemons says

      March 19, 2013 at 7:25 am

      Love that idea! Having the Ops IC in the room would make such a big difference. Nice thinking there.

      Reply

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