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Intercom’s approach to a great on-call experience | Brian Scanlan (Intercom)
Engineering Enablement by Abi Noda
The Balance of Customer Impact and Customer Experience at Intercom
Intercom has introduced higher standards around the quality of alarms. We're trying to make sure that we're not just paging on things that might be bad could be bad or maybe our signs of something going bad but are like somewhat detached. If high CPU isn't associated with high error rate for customers then it's completely okay to tolerate and increasingly we've been moving more towards SLO style alarms.
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