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Intercom’s approach to a great on-call experience | Brian Scanlan (Intercom)
Engineering Enablement by Abi Noda
The Consistency of Calling
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The number of individuals who were on call was way more than I would expect for a company of intercom scale or size at the time. Also, the burden of work was distributed kind of pearly or unevenly across the different teams. And this led to some teams really just not taking on call as seriously in terms of like carrying their laptops around with them all weekend and knowing that they had to respond quickly to things. But other teams just knew they had to get on call and get online because if they didn't intercom was down. We wanted to have as intercom matured and grew, we wanted to have a more consistent experience, especially for customer facing features.
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