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Intercom’s approach to a great on-call experience | Brian Scanlan (Intercom)
Engineering Enablement by Abi Noda
How to Fine-Tune Your on-Call Experience
I'm curious at a high level are there a set of metrics or signals that you're relying on to fine-tune this balance at all times for example. We review these things constantly in terms of our availability metrics and our we survey our on-call engineers around their experiences as well. It's not as simple as like a single SLO that drives these kind of decisions and it's a number of inputs with the experience of our engineers being a large factor in there as well but lots of work we do look at the customer experience, support resolution satisfaction scores from customers versus internal developer burnout sentiment. I didn't expect to learn so much when I asked that question but that was really
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