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Pros and cons of different approaches to on-call management
The world depends on always on services more than ever before. An outage can affect millions of people, with real impact: They can’t pay their bills, they can’t book their flights, they can’t video call with their friends.
And whether you’re having a major bug, capacity issues, or you’re down completely, customers who depend on your services expect an immediate response. (The same is true for internal teams.)
Incidents can have a real impact not only in dollar terms — they cost businesses $700 billion per year in North America alone — but also on the reputation of your company, your product, and your team.
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With so much at stake, teams have turned to on putting IT and developer teams on call to make sure the organization has the right people available to address a problem during an incident, no matter when one occurs.
A fair on-call schedule, coupled with an on-call compensation plan, can even foster a culture of shared responsibility and help your teams learn more about what it takes to make resilient software and services, making for a better overall product and fewer outages.