Discussion on: How does your team handle critical production errors?

[Nico S___]

We get notified of issues in production in several ways: sentry, pingdom, our Customer Success Team

When an issue occurs in production we have a predefined process we go through:

• Assign a production incident Marshall to drive the effort, this is the customer success team lead
• Work with a product team member to investigate the issue
• Recruit help from others when needed
• Work towards a resolution
• Create a Production Incident Report
• Review the report in a Production Incident Retrospective
• Schedule actions that came up from the retrospective

Works incredible well