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Jeffery Smith, profile picture
Uploaded byJeffery Smith
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Making On-Call More Humane - Ignite Version

The document emphasizes the need for a more humane approach to on-call situations, urging individuals to critically assess the necessity and impact of alerts they receive. It encourages questioning aspects of alerts such as their context, importance, and the appropriateness of interrupting others' lives. Ultimately, it advocates for better communication and understanding of alerts to improve the on-call experience.

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Make On-Call More Humane...and Human.
The success or failure of your Oncall scenario depends on you!
We need a new way of thinking about on- call!
Alerts that have no action!
You get a page with no specific data
You get paged for stuff you can't handle
You get paged for a constantly flapping alert
Ask Yourself These Questions • Who • What • When • Where • Why
Who should be getting this page • Am I the best person to handle it? • Am I empowered to handle it?
What is paging me? • Can I tell if it's an instance or a service that's in trouble? • Can I identify the specific details of that instance or service
When did the error get detected? • Is this a past-tense alert or a current persistent problem? • Is it worth paging me now?
Where did this error happen? • Production? Staging? Build Pipeline? • What datacenter?
Why is it paging me? • Don't assume the alert speaks for itself • Describe the potential impact • Describe why this alert is significant
Remember you're interrupting people's lives!
Don't Default to Paging! • Ask yourself "Do I really give a shit that this happens?" • Use E-mail/Slack first • Ask yourself why should I interrupt someone for this? • If you're going to interrupt someone, be sure you tell them in the page why its so important.
Recap • Envision someone that drives you crazy • Pretend all the pages are coming from this person • Ask what the page is telling me • If you can still make an annoying snappy comeback, you probably need more data