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great points. I think over the 8 years of my SRE experience, I've probably caused a few outages after being paged at 3-4am and/or prolonged them. I've fallen as
by hn_user82179 2y ago
great points. I think over the 8 years of my SRE experience, I've probably caused a few outages after being paged at 3-4am and/or prolonged them. I've fallen asleep during one responding time (fortunately the main outage had been fixed but we went way beyond our internal SLO for backups as I had fallen asleep before running them).
That said, the author neglected to mention timezones or following the sun. A 12/12 hour shift or 8/8/8 (NA/EU, NA/EU/EMEA) addresses the sleep deprivation problem pretty well, and is pretty easy to staff in a large enough org
- AdieuToLogic 2y ago> That said, the author neglected to mention timezones or following the sun. A 12/12 hour shift or 8/8/8 (NA/EU, NA/EU/EMEA) addresses the sleep deprivation problem pretty well I completely agree. The "get a call at 3am" scenario, to me, is shorthand for an organization which intentionally under-staffs in order to save money. If a system has genuine 24x7 support needs, be it SLA's or inferior construction, it is incumbent upon the organization to staff accordingly. Still and all, identifying a production issue is one thing, expecting near real-time resolution by personnel likely unfamiliar with the intricacies of every aspect of a non-trivial production system is another.
- nijave 2y agoIt always amazes me these places that have "24/7 support needs" then all of a sudden a bug comes in that's "not important" even though it has customer uptime impacts.