Operations | Monitoring | ITSM | DevOps | Cloud

When the internet goes down, our primary job is to help everyone get back up, as fast as possible. Of the almost half a million incidents we've helped our customers solve, there are some which stand out for both their scale and impact. One of these happened on Monday, October 20, when AWS had a widely covered major outage in their us-east-1 region, from 07:11 to 10:53 UTC. We’re hosted in multiple regions of Google Cloud and so the majority of our product was unaffected by the outage.

Earlier this week, we gathered in San Francisco for our second SEV0—almost a year after our very first event. SEV0 has always been about shining a light on the biggest challenges (and opportunities) in incident response. Last year, we were still talking about the fundamentals: blameless culture, strong processes, and lessons from the best in reliability. This year felt different. AI has moved from background noise to front and center in every conversation, every team, everywhere.

In December 2024 we launched Scribe to help responders never miss a detail from their incident calls. By automatically transcribing calls and highlighting key information, Scribe eliminates manual note-taking, reduces time spent getting up to speed, and preserves valuable context for post-incident analysis. The feature quickly gained popularity among our customers, but with success came an influx of requests for bug fixes, extra functionality, and wider call platform support.

I joined incident.io about ten weeks ago, having been in my previous role for four and a half years. Being a new starter was an unusual feeling for me, and there's been a huge amount to learn; but by lunch on my second day (!) I had started shipping value to our customers. A large part of hitting the ground running has been having a colleague alongside me, who I can pester with questions, who doesn’t get offended when I write in all capitals, and often praises me for being absolutely right!

At incident.io, speed is essential. Our product is growing faster than ever; in scope, range of features and the number of people contributing to it. In the early days, when you’re a small startup with just a few hundred endpoints, a basic API setup gets you by. But as things scale, you need to make creating endpoints easy, fast, and reliable.