incident.io

“Engineers flagged the problem, and rightly so. But there was no data. My message was simple: let's track this, because data is what creates change.”

“We are now moving to a level where we are building up structural technical resilience , meaning whenever there's an incident that's happening, there's no longer customers affected, and that is basically the ultimate end goal that we are striving for.”

“We can already see the benefits of this. We have a higher adoption and a faster execution,”

“incident.io is making it much easier to have the incidents solved and have the incident in one overview,”

“All the post-incident flow is automated as much as possible. This also really helps with the experience, because especially the developers never really like to write the incident report or do the follow-up tickets, which are crucial for us to learn from the incident,”

“We now have a complete overview of all the incidents that are going on,”

“If we have one incident that's really impacting us, we are involving tech, and maybe engineering leadership. With the three of us, we're looking for the right solutions. When we're not fully operational, then we use incident.io and involve everybody to solve the incident,”

“The rolling out was very smooth. We basically onboarded one team every week. In total, it took us two quarters to fully onboard tech,”

“Having good cooperation between the tech teams and the business teams during incidents is vital for us. In many cases, or in most cases, a tech incident will not just remain in tech but will also have repercussions on our operational site or our commercial site,”

“We actually focused on developer experience after we figured out how to build the systems. We were focusing on how to run in a reliable, stable way, which means for us mainly three things: How do we handle incidents? How do we learn from incidents? And how do we prevent future incidents?”

“It can be a real big rollover if incidents are not solved on time,”

“Picnic teams started to develop their own tools or their own Slack workflows because they weren't happy with the tool. They wanted to see different features,”

“We did have an on-call solution, but this was disconnected from our incident tool. All the incidents were created manually,”

“We fully deployed incident.io across all the tech teams, we have operational teams using it, and now also the first business teams. It fully replaced our own internal tool, but also we use incident.io On-call, so that replaced PagerDuty for us. Now there's also a direct connection between the incidents being created, the escalations, and also the alerts coming in to incident.io.”

“Running tech, especially in such a hybrid business, is a very complex business. We have put a lot of effort over the last years to really understand how we can reliably run our supply chain and reliably serve millions of customers. We were looking for a tool and an entire environment that allows us to operate in our live way.”

“Even when it's just saving you half an hour, it reduces the number of interrupts the on-call has to deal with. It's giving the on-call superpowers.”

“Investigations lets us get more out of the on-call team we have. It's stress relief. It allows us to support more customers with a smaller team.”

“Every minute you save is so valuable. Even if it's only 10 or 20 minutes, those are incredibly high-stress minutes. They're worth a lot more than your average 10 minutes.”

“None of the engineers initially pulled into that incident knew the change had gone out. We would have eventually tracked it down in GitHub. But Investigations can search through every merged PR much faster than a human can, and it focused its search on the PRs that landed right before the errors started. That's the kind of correlation that takes a human 30 minutes to spot—or if you're unlucky, hours.”

“The question we ask ourselves is: what's the edge this product has over just pointing Claude Code at a Datadog MCP server and a Slack channel? That's where incident.io is building something differentiated: the rules and scaffolding on the back end, and the fact that you actually keep track of what worked in the past. That's the edge, because you get to do this across every company running software in production, not just us.”

“When we use it, we can really tell this is something built by people who operate software every day. The incident.io team viscerally gets the value of responding to an incident quickly.”

“Every incident in the middle of the night wears the team down a little. There's also a trust budget with our customers. We pay close attention to both.”

“Before, we didn't have a clear picture of our own incident patterns. Now we do,”

“The hardest part of an incident isn't always the technical problem. It's coordinating the response.”

“Adopting incident.io has significantly improved the way we manage incidents day to day. Faster coordination reduces operational overhead, but the bigger benefit is allowing our people to focus on what matters most.”