Every company needs a plan for when things go wrong. I've written these plans many times now, and every time I've wished for a reference that reflects the way companies actually work today.
So here it is — our many years of collective knowledge and experience distilled into a practical guide for your whole organisation. Enjoy!
We’ll begin with our thoughts about on-call, including what it means, who’s involved and how it should be compensated.
We’ll explain some basics including what an incident is and how to measure the impact of incidents.