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Why does the same outage keep recurring?
Customers report outages before monitoring does
a walkthrough with stand-ins — a demonstration, not a finding · sealed
What significantly influences it
Every team has its own logging format
certified · 14 yes · 1 no
Tests that fail intermittently are retried until green
certified · 13 yes · 1 no · 1 abstained
Alerts fire so often that on-call mutes them
certified · 12 yes · 0 no · 3 abstained
The on-call rota has the same two people on it most weeks
inferred · follows from certified links
Judged not to be linked
Feature work always outranks reliability work in planning
judged not to · 0 yes · 15 no
Post-mortem actions are written up and then never scheduled
judged not to · 2 yes · 12 no · 1 abstained
Every team has its own logging format
judged not to · 2 yes · 13 no
Post-mortems assign actions to people who were not in the room
judged not to · 0 yes · 14 no · 1 abstained
Tests that fail intermittently are retried until green
judged not to · 2 yes · 12 no · 1 abstained
Alerts fire so often that on-call mutes them
judged not to · 1 yes · 12 no · 2 abstained
The on-call rota has the same two people on it most weeks
judged not to · 0 yes · 15 no
One engineer knows how the payment path actually works
judged not to · 3 yes · 11 no · 1 abstained
Error budgets exist on a slide and nowhere else
judged not to · 3 yes · 11 no · 1 abstained
Feature work always outranks reliability work in planning
judged not to · 2 yes · 13 no
Post-mortem actions are written up and then never scheduled
judged not to · 3 yes · 12 no
Post-mortems assign actions to people who were not in the room
judged not to · 3 yes · 12 no
One engineer knows how the payment path actually works
judged not to · 0 yes · 14 no · 1 abstained
Error budgets exist on a slide and nowhere else
judged not to · 1 yes · 13 no · 1 abstained
A group’s judgement, not a measurement. Demo room. On the atlas.
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Link: https://truecauses.org/c/6708d57/f6c2785-customers-report-outages-monitoring
As data: https://truecauses.org/c/6708d57/f6c2785.json