The Debrief by incident.io

Today, good incident communication isn't a nice to have—it's an absolute must. But where do you even start? To help answer that question, we sat down with the VP of Engineering at SumUp, Adrián Moreno Peña, to get his perspective on how organizations of all sizes can share stellar comms no matter the situation. We discuss: What it means to communicate during incidents Why Status Pages are critical in helping to build trust How you can have good comms even without a lead ...and much more

Recently, we introduced our very first VP of Engineering, Norberto Lopes, to incident.io. As with all of our new joiners, we thought it would be helpful for folks to get acquainted with who exactly he is! So in this episode of The Debrief, we'll do exactly that. We sat down with Norberto to ask about his background, what he was doing before incident.io, what motivated him to join the company, and a whole lot more. If you wanted an opportunity to get to know our VP of Engineering a bit more behind the scenes, then this is the episode for you. Read Norberto's blog post explaining why he joined incident.io: https://incident.io/blog/why-i-joined-incident-io

Today, incident management is a core part of organizations, both big and small. But what if you don't have an established incident management program, where do you start? Or what if you already have a program, but you're looking to optimize it a bit? Where do you start in that case? Consider another situation: What if you're an established organization with years of incident management experience—what are some things that you can do to take things to the next level? To talk through all of these scenarios and more, we sat down with Jeff Forde, Architect on the Platform Engineering team at Collectors. Jeff has been a part of organizations at each of these phases, playing a key role in developing the incident management programs those organizations have today. If you're looking for actionable advice on how to level up your incident management, then this is the episode for you.

This is on-call as it should be. The secret's out. The world can finally know. incident.io On-call is here. Naturally, a lot of you may be wondering: why and why now. So to help answer those questions, we sat down with Chris and Pete, two of our co-founders here at incident.io to get a bit of background on this project: What exactly went into it? What were we hoping to solve for? How are we addressing the pain points around being on call? And most importantly, how are we stacking up against the incumbents in our space? This episode will not only get you excited about this huge week, it'll get you pumped for what's ahead for on-call. Learn more about on-call here: https://incident.io/oncall

Noting follow-up actions is really important at the end of the incident response process. The problem is that it can be really easy to overlook certain actions or forget to do them entirely. With Suggested Follow-ups, this is now a thing of the past. In this episode, you'll hear from Rob, the project lead for our latest Suggested Follow-ups feature, to get a peek behind the curtain. You'll hear him chat about: What went into building Suggested Follow-ups What the project timelines were What were some of the challenges the team faced ...and a lot more You can listen to our ⁠AI announcement episode here⁠. Here are the rest of our AI episodes: Related Incidents Suggested Summaries Assistant

For a lot of teams, incident management can be a bit of a headache. It's stressful. It's not optimized. The whole process can feel like it's being held together with tape. Worst of all? Responders are the ones feeling the brunt of it. But in reality, your customers are, too. Think about it: Incidents are running longer than they should Follow-up actions to prevent similar incidents in the future aren't being followed through with Learning from incidents doesn't happen at all due to the lack of documentation ..and the list does go on and on But honestly, the situation doesn't even have to be so dire. Things can be, generally speaking, totally fine. But you recognize that there are some things that you can do to make incident response really shine at your organization. So if you're finding yourself looking for a better way, we've got you covered. In this episode, you'll hear from two folks who have years of combined experience responding to incidents: Kerim, a Senior Developer Advocate at HashiCorp, and Lawrence, a Product Engineer here at incident.io. The topic of our conversation? How to make incidents less painful. They discuss: The first incident they experienced that made them realize the value of a good incident response process Why teams aren't prioritizing incident response What the value of responding to incidents is What a good incident response process looks like ...and more

Imagine an AI assistant that could automatically surface a whole host of useful incident response data points with just a prompt. Well, you won't need to imagine for much longer. That's exactly what we built in Assistant, one of our newest features powered by AI. In this episode, you'll hear from Charlie, the project lead for Assistant, to get a peek behind this game-changing product. You'll hear him chat about: What went into building Assistant What the project timelines were What were some of the challenges the team faced What was it like learning the ropes of prompt engineering while building out Assistant ...and a lot more You can listen to our ⁠AI announcement episode here⁠ and our previous ⁠episode on Suggested Summaries here⁠. Read our blog about Assistant.

Incident summaries are the source of truth for responders joining an incident at any point. But the reality is that with so many things happening at once—like needing to respond to the actual incident—updating these summaries as things play out can fall by the wayside. Enter, Suggested Summaries, one of our newest features powered by AI. In this episode, you'll hear from Milly, the project lead for Suggested Summaries, to get a peek behind the curtain. You'll hear her chat about: What went into building Suggested Summaries What the project timelines were What were some of the challenges the team faced What was it like learning the ropes of prompt engineering while building out Suggested Summaries ...and a lot more You can listen to our AI announcement episode here and our previous episode on Related Incidents here.

For financial services companies, good incident management is absolutely critical—maybe more so than in other industries. So, for Michael Cullum and his team at Bud Financial, the choice to build an incident response tool felt right for them in the moment. But very quickly, Michael and the team came face-to-face with the myriad limitations that come with building your own response tooling. Soon after, they would adopt incident.io to replace that internal Slackbot and save money, resources, and headaches in the end. The end result? A total transformation of the way they managed incidents. In this conversation, Chris Evans, CPO of incident.io, sits down with Michael to chat through this journey. Read more about Michael's buying decision: https://incident.io/customers/bud

Recently we went live with one of our biggest product launches to date AI. And this product was unique in that it was broken up into four smaller projects: Related incidents Suggested summaries Suggested follow-ups Assistant So naturally most folks might be wondering: What were the biggest differences between these projects and what went into actually building out each of these features? In this episode, you'll hear from Rob and Isaac, both Product Engineers who played a really critical role in the building out of related incidents, to get a peek behind the curtain. You'll hear them chat about: What went into building related incidents What their project timelines were What were some of the challenges they faced What was it like learning the ropes of prompt engineering while building out related incidents ...and a lot more As an aside, if you want to learn more about each of these features, we're releasing four mini-episodes diving into each of them.