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4min chapter
Intercom’s approach to a great on-call experience | Brian Scanlan (Intercom)
Engineering Enablement by Abi Noda
The Homogenous Tech Stack Is an Enabler for This Type of a Process
Adivers On Call team doesn't expect people to be experts in all parts of Intercom. They follow runbooks and use their whatever understanding of intercom that they have to respond. In reality what we've seen is a lot of ad hoc management of who is brought in to look after an event or to escalate it.
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