From the course: DevOps Foundations: Incident Management
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Incident communication with your users
From the course: DevOps Foundations: Incident Management
Incident communication with your users
- Before we talk about actually solving the problem in an incident, let's talk about incident communication. Why? In many cases, communication is the most important part of the incident. You should think about communicating before, during, and after working on a technical issue. Consider this. You watch cable TV over the weekend. Monday, you get up and go to work, but when you get back, it's not working. You call the cable company and you get a vague, "We'll have somebody to look at it." You look at the black screen, sigh, and go do something else. Tuesday evening, you check and it's working again, so how long was your cable out? In reality, it could've been as little as 15 minutes, but to you, at worst, it's 48 hours from when you last used it successfully on Sunday to when you next used it successfully on Tuesday. At best, you feel like it was down all Monday evening, right? If you follow up with the cable company afterwards and they tell you, "Oh, it was only a 15-minute outage…
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