I really like that “Missing” section in their incident retrospective template. Gotta be careful with “Missed” though, that sounds like it could slide toward blame.
Varun Achar — Razorpay
“Unreasonable” is a great way to avoid learning from an incident:
Labeling the responders actions as unreasonable enables us to explain away the failures in the law enforcement response as deficiencies with the individual responders.
The author of this post doesn’t argue the fact that Fastly is clearly a single point of failure for many of their customers. But does that really matter?
Full disclosure: Fastly, my employer, is mentioned.
Small problems can pile up unnoticed and interact weirdly to make a Big Problem that is incredibly hard to untangle. Maybe we should hunt down the small problems before they have a chance to trigger a Big one.
Apologizing for bugs encourages a lot of problematic thought patterns, much in the same way as blaming people for incidents.