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Don't be too quick to condemn 37signals for needing on-call programmers. For many startups, the process goes like this: all devs are always on-call. It seems th
by Smudge 14y ago
Don't be too quick to condemn 37signals for needing on-call programmers. For many startups, the process goes like this: all devs are always on-call. It seems that 37signals at least makes the requirements of the job clear. The fact is, running a live service almost always requires some degree of live support. (Even the most robust production software will experience the occasional hiccup.)
But it does seem like they're throwing money at the band-aids. Would love to see an article addressing how to fix the root of these sorts of problems, instead of just outlining how they put out all of their fires.
- paulhauggis 14y agoUnless it's major server failure, I really don't see a need to have immediate customer support. Most issues can be solved the next day/a few hours later.
- patricksroberts 14y agoOr perhaps 37signals is of a size that losing a small % of subscriptions due to an issue is considerably larger cost than placing a couple of people on-call to deal with it immediately.
- paulhauggis 14y agoAs a customer, if 37signals got back to me at the next day as opposed to 3am that night, I wouldn't see a problem with it. I seriously double they will lose any subscriptions. Like I said, on-call should only be used for catastrophic server failures. Most people don't need that kind of support.