At incident.io, we deal with small incidents all the time—we auto-create them from PagerDuty on every new error, so we get several of these a day. As a team, we’ve mastered tackling these small incidents since we practice responding to them so often.

However, like most companies, we’re less familiar with larger and more severe incidents—like the kind that affects our whole product or a part of our infrastructure, such as our database or event handling. These incidents require a higher level of communication with customers and coordinating a larger team of responders, all while remaining calm and collected.