Imagine learning is an EdTech company founded in 2004, serving students for whom traditional teaching is not effective. The software is designed for students ages pre-k to high school, who may have trouble with reading, writing, and math. Schools purchase the software to cater to students with learning difficulties and help them to succeed in their studies.
Feeling the Pain of Alert Fatigue
Keith Smith, joined Imagine Learning as the Principal Site Reliability Engineer after he’d already been in the DevOps space for years. He was familiar with various incident monitoring tools including Opsgenie. Imagine Learning had many tools in place, but consolidation and effective alerting were just not there.
“[At the time] the on-call team only got alert messages via email-it was stupid, there was so much noise. I would get up each night at 1 am, look at my phone and go back to bed. I set out to say there is a better way.”
Due to all the noise, the alerts weren’t meaningful and they weren’t actionable. The process was completely reactive and teams were left without an efficient way to communicate during incidents.
“Support call volume would go up, which indicated a problem, and then the rep in support would escalate it. But that was the only chain of communication— the customer would tell us something was wrong and then we would fix it.”
Consolidation and improved communication were key to maintaining the infrastructure required for the company’s success.
“What if I went on vacation? What happens to the alerts for two days. I went to my boss and I told him, this is not sustainable, we’re going to have issues and cited sources [including the 24 hour outage] to prove it.”
Between a painful on-call schedule with mostly email alerts, a reactive approach to problems, and metrics to backup a need for a modern incident management platform the case was made, and Imagine Learning moved forward with Opsgenie.
With over 20 tools and applications to manage Opsgenie’s ability to integrate with their IT Stack was key to quieting the noise.
“Everytime I have wanted to connect a source to OG, there has been a path - even if just webhook.”
Deep integrations with Slack and JIRA mean Imagine Learning now has an automated process. Opsgenie updates the status page, creates a Jira ticket, kicks out a Slack notification, and wakes the right people up at the right time.