{"id":13003,"date":"2022-06-20T14:33:32","date_gmt":"2022-06-20T04:33:32","guid":{"rendered":"https:\/\/ee.yelkdev.site.au\/?p=11395"},"modified":"2024-12-10T02:35:08","modified_gmt":"2024-12-10T02:35:08","slug":"protect-against-unplanned-downtime","status":"publish","type":"post","link":"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/","title":{"rendered":"How to save millions and protect against the cost of unplanned downtime for digital services"},"content":{"rendered":"<p>According to a Fortune 1000 study, a critical application failure costs an average of $500,000 to $1m per hour. Luckily, with some structural changes to the way you support digital services, you can protect against the massive consequences\u2014for both cost and reputation\u2014caused by unplanned downtime.<\/p>\n<p>Despite contingencies and protective measures, unplanned business-critical service outages can happen to the best of us.<\/p>\n<p>Just ask world-leading enterprises like <a href=\"https:\/\/www.zdnet.com\/article\/microsoft-were-boosting-our-bug-bounties-for-these-high-impact-security-flaws\/\" target=\"_blank\" rel=\"noopener\">Microsoft<\/a>, <a href=\"https:\/\/www.theverge.com\/2020\/12\/14\/22173803\/gmail-youtube-google-assistant-docs-down-outage\" target=\"_blank\" rel=\"noopener\">Google<\/a>, <a href=\"https:\/\/www.theverge.com\/2020\/11\/25\/21719396\/amazon-web-services-aws-outage-down-internet\" target=\"_blank\" rel=\"noopener\">AWS<\/a> and <a href=\"https:\/\/www.techtarget.com\/searchitoperations\/news\/252515706\/Atlassian-cloud-outage-could-take-days-to-resolve\" target=\"_blank\" rel=\"noopener\">Atlassian<\/a>, who\u2019ve all recently experienced costly periods of downtime. And they are costly.<\/p>\n<p>Beyond the obvious economic cost outlined above, you\u2019ve also got to factor for:<\/p>\n<ul>\n<li>Loss of service and prospective revenue<\/li>\n<li>Lost productivity for development teams trying to regain service<\/li>\n<li>Customer attrition due to degraded experience<\/li>\n<li>Damage to your broader reputation via poor press and customer sentiment<\/li>\n<\/ul>\n<p>You have to ask: are we doing everything possible to guard against the impact of critical outages? By structuring your team to adopt the <a href=\"https:\/\/playbooks.equalexperts.com\/you-build-it-you-run-it\" target=\"_blank\" rel=\"noopener\">You Build It You Run It<\/a> operating model, you can add a crucial layer of protections and promote greater service reliability, while accessing a huge range of other valuable benefits.<\/p>\n<p>So, let\u2019s look at:<\/p>\n<ol>\n<li>The operating model many organisations use for service reliability (called an Ops Run It approach).<\/li>\n<li>The positives and negatives of Ops Run It.<\/li>\n<li>An alternative model for service reliability, called You Build It You Run It.<\/li>\n<li>The significant benefits associated with the You Build It You Run It operating model, and some minor tradeoffs to consider.<\/li>\n<\/ol>\n<h2>1. \u2018Ops Run It\u2019: the model most organisations use for service reliability.<\/h2>\n<img decoding=\"async\" class=\"aligncenter wp-image-11357 size-full\" src=\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/08\/Service-reliability-in-Ops-Run-it-.jpg\" alt=\"\" width=\"1440\" height=\"766\" srcset=\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/08\/Service-reliability-in-Ops-Run-it-.jpg 1440w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/08\/Service-reliability-in-Ops-Run-it--300x160.jpg 300w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/08\/Service-reliability-in-Ops-Run-it--1200x638.jpg 1200w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/08\/Service-reliability-in-Ops-Run-it--768x409.jpg 768w\" sizes=\"(max-width: 1440px) 100vw, 1440px\" \/>\n<p>This approach to service reliability involves a tiered approach to support with hand-offs between teams:<\/p>\n<ul>\n<li>L1 refers to basic help-desk resolution and service delivery<\/li>\n<li>L2 refers to an application support team: personnel with deeper knowledge of the product or service, but not necessarily those who built it<\/li>\n<li>L3 refers to expert product and service support: highly skilled product specialists, which may include the architects or engineers who built the service in question.<\/li>\n<\/ul>\n<p>In the above diagram, we have an L1 Operations Bridge Team, an L2 Application Support Team, and L3 Delivery Teams. There are also \u2018Operational Enablers\u2019, who can be called on for assistance, such as incident management and database administrators (DBAs).<\/p>\n<p>In my experience, the labeling of this setup can vary slightly between organisations, but the structure is fundamentally the same. For example:<\/p>\n<ul>\n<li>Any customer self-service functions could be classified as L0.<\/li>\n<li>The Help Desk Team could be called Customer Service.<\/li>\n<li>The Operations Bridge Team could be called the Operations Centre.<\/li>\n<li>The Application Support team could be called Application Operations.<\/li>\n<li>The Help Desk and Operations Teams could be a single L1 team.<\/li>\n<li>The Operations Bridge and Application Support Teams could be a single L2 team.<\/li>\n<\/ul>\n<h3>How does this approach work in day-to-day reality?<\/h3>\n<p>In working hours, the App Support Team will monitor dashboards for any signs of abnormal operating conditions. Out of hours, a single team member is on call for any alerts, typically provisioned via some kind of alert system.<\/p>\n<p>If an issue arises, the L1 Help Desk Team will deal with the customer complaints. The L1 Ops Bridge Team will proactively monitor the dashboards and, in theory, use customer service scripts to resolve any high-volume, straight-forward issues.<\/p>\n<p>When they can\u2019t resolve a problem, it is escalated to L2. The L2 App Support Team can modify items such as:<\/p>\n<ul>\n<li>Configuration<\/li>\n<li>Data<\/li>\n<li>Deployment<\/li>\n<li>Infrastructure<\/li>\n<li>Dashboards<\/li>\n<\/ul>\n<p>They can use these capabilities to restore availability when there\u2019s a production incident. But the L2 App Support Team can\u2019t modify the service code, because it\u2019s owned by the Delivery Teams. Any requirement for a code change is escalated to L3.<\/p>\n<p>The L3 Delivery Teams will work with the L2 App Support Team on high priority incidents. These may involve emergency deployments or code changes. However, unlike the Ops Bridge and App Support Teams, L3 Developers are on-call out-of-hours, or on best-efforts only.<\/p>\n<h2>2. The pros and cons of using &#8216;Ops Run It&#8217; for digital service reliability.<\/h2>\n<h3>The positives:<\/h3>\n<ul>\n<li>Low setup cost. For better or worse, Ops Run It is extremely well-established. As a result, there are many training courses and vendor tools you can use to implement it.<\/li>\n<li>Low running cost. This is because there\u2019s one Ops Bridge team and one App Support Team supporting all services. These can be outsourced to reduce costs if required.<\/li>\n<li>\u00a0Straight-forward governance. With one single Operations Manager, there\u2019s a clear and singular point of accountability for the reliability of all your software services.<\/li>\n<\/ul>\n<h3>The negatives:<\/h3>\n<ul>\n<li>Fragile architecture. In Ops Run It, Delivery teams are rarely incentivized to build operability into services as they are not responsible for the out of hours monitoring and support of the application. In other words, they rarely feel the consequences of not building operability into the digital services.. This results in digital services that are brittle, that do not gracefully degrade (i.e. do not maintain limited service or functionalities when under duress), and that are vulnerable to costly failures.<\/li>\n<li>Very little capacity for proactive protection. In an Ops Run It model, the App Support team can\u2019t proactively enhance the operating conditions, because updating dashboards depends on changing events via the digital services. Those changes can only be provisioned by asking a Product Manager to prioritise them with the Delivery team, which forces the Ops Bridge team into being reactive rather than proactive.<\/li>\n<li>Long wait times to resolve incidents. With an Ops Run It operating model, it can take hours and possibly even days for an incident to be resolved. In working with many organisations, I\u2019ve seen:<\/li>\n<li>20-minute windows for Ops Bridge Analysts to pick up on alerts, refer to the on-call support roster, identify the right person, and contact them.<\/li>\n<li>Incidents bounce between different teams discussing who\u2019s best to respond. An App Support team can\u2019t implement code workarounds without a Delivery team; but a Delivery team can\u2019t assist without access permissions, because in many organisations, Delivery teams don\u2019t even have access to read-only monitoring dashboards.<\/li>\n<\/ul>\n<blockquote><p>If the cost of a critical service outage is $1m per hour, and it takes your Ops Bridge team 20 minutes to identify the best responder in an Ops Run It model, that\u2019s a $300,000 cost to start rectifying the incident.<\/p><\/blockquote>\n<p>I\u2019ve seen these drawbacks add up to millions of dollars of lost revenue during production incidents. So, surely there\u2019s a better approach?<\/p>\n<h2>3. Using the You Build It You Run It model for improved digital service reliability.<\/h2>\n<img decoding=\"async\" class=\"aligncenter wp-image-13202 size-full\" src=\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/06\/Service-reliability-in-You-Build-It-You-Run-It-1200x994-1.png\" alt=\"\" width=\"1200\" height=\"994\" srcset=\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/06\/Service-reliability-in-You-Build-It-You-Run-It-1200x994-1.png 1200w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/06\/Service-reliability-in-You-Build-It-You-Run-It-1200x994-1-300x249.png 300w, https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/06\/Service-reliability-in-You-Build-It-You-Run-It-1200x994-1-768x636.png 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/>\n<p>In the You Build It You Run IT approach outlined above, an on-call Product Team offers 24\/7 production support. The on-call Product Team can modify all aspects of a digital service, including:<\/p>\n<ul>\n<li>Alert definitions<\/li>\n<li>Code<\/li>\n<li>Configuration<\/li>\n<li>Data<\/li>\n<li>Deployments<\/li>\n<li>Infrastructure definitions<\/li>\n<li>Logging<\/li>\n<li>Monitoring dashboards<\/li>\n<\/ul>\n<p>In the You Build It You Run It Model, the Delivery team who built the product also provides the production support for the service. This ensures they have all the necessary context, insight, and familiarity with the codebase required to categorise issues and provision fixes rapidly, promoting a higher standard of service reliability in general.<\/p>\n<h3>How does this hybrid approach work in day-to-day reality?<\/h3>\n<p>In working hours, team engineers proactively observe their own service health checks, logs, and metrics in different dashboards. Out of hours, one of the developers is paid to be on call and on standby for any loss of availability.<\/p>\n<p>If an availability target is breached, the on-call developer receives an automated alert through an incident response platform like PagerDuty. The developer acknowledges the alert, which automatically creates a ticket in a workflow system.<\/p>\n<p>The developer will then diagnose the incident themselves using their own detailed knowledge, having built the digital service themselves. They can deploy any code changes needed, add any structural capacity, make any configuration changes, and do whatever else is necessary to rectify the issue in the fastest time frame possible.<\/p>\n<h2>4. The benefits of using You Build It You Run It for digital service reliability.<\/h2>\n<p>Using the You Build It You Run It model creates many, many benefits. Four of the more significant positives that typically appeal to clients are:<\/p>\n<ul>\n<li>Developers are incentivized to create adaptive architectures. You can read more about this concept in our <a href=\"https:\/\/playbooks.equalexperts.com\/you-build-it-you-run-it\/practices\/build#architect-for-adaptability\">You Build It You Run It Playbook<\/a>. Unlike in an Ops Run It model, because developers are \u2018on the hook\u2019 to provide support themselves, we see services that are designed to gracefully degrade in the event of failure. In other words, developers create and maintain contingencies to prioritise vital functionalities even when a service is compromised. This includes things like circuit breakers, asynchronous calls rather than downstream dependencies, or toggles so that you can turn certain non-essential features off in the event of a crisis.<\/li>\n<li>You can evolve and improve proactive protection measures over time. In a You Build It You Run It operating model, the Product delivery team is able to control the monitorable events that are produced by a digital service. This is because they own every aspect of that service themselves. They can add new metrics, delete old metrics, refine metrics, add new logs, and constantly change dashboards to look at macro business metrics, as well as low-level technical metrics.<\/li>\n<li>There\u2019s a lower number of callouts (and happier support teams). By virtue of being the support team for their own work, product teams typically remove unnecessary alerts. They eliminate low priority faults immediately as they\u2019re found. They minimise out-of-hours call outs, because it\u2019s in their best interest to do so.<\/li>\n<li>Significantly shorter time to resolve incidents or failures. This is because the Product Team receiving the alert have far greater knowledge of the digital service in its entirety. They have all the knowledge and tools they need at their disposal to quickly resolve a problem. I\u2019ve seen potential revenue loss and operational costs significantly reduced by on-call product teams: incidents resolved in minutes, rather than hours. And when time is money\u2014quite literally\u2014every second counts.<\/li>\n<\/ul>\n<p>While these benefits are significant, there is a commonly perceived drawback when implementing a You Build It You Run It operating model. In the interest of transparency, it\u2019s worth calling this one out.<\/p>\n<ul>\n<li>There\u2019s a high setup cost. Admittedly, it can take time to familiarize developers with an incident management process, to procure licenses for incident response tools, to enable production access rights for telemetry tools, and for developers to agree to that all important out-of-hours on-call schedule. (Incidentally, I recommend an engineer ideally spends about a week on-call, and three weeks off-call).<\/li>\n<\/ul>\n<p>While there can be a high setup cost associated with moving to a You Build It You Run It model, think of this cost as an investment in the robustness of your models and systems moving forward.<\/p>\n<p>It\u2019s like insurance. The small amount of money you spend now protects you against\u2013and crucially, pales in comparison to the\u2013potential cost of a service outage if you continue in your current approach.<\/p>\n<p>Again, you have to ask yourself: could you be doing more to protect against costly failures? If the answer is yes, let\u2019s talk about whether You Build It You Run It is right for you.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>According to a Fortune 1000 study, a critical application failure costs an average of $500,000 to $1m per hour. Luckily, with some structural changes to the way you support digital services, you can protect against the massive consequences\u2014for both cost and reputation\u2014caused by unplanned downtime. By structuring your team to adopt the You Build It You Run It operating model, you can add a crucial layer of protections and promote greater service reliability, while accessing a huge range of other valuable benefits.<\/p>\n","protected":false},"author":20,"featured_media":13198,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[5],"tags":[244],"location":[393],"class_list":["post-13003","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-our-thinking","tag-you-build-it-you-run-it"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.9 (Yoast SEO v25.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Protect Against Unplanned Downtime For Digital Services<\/title>\n<meta name=\"description\" content=\"Add to a crucial layer of protections and promote greater service reliability by adopting You Build It You Run It for your team.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to save millions and protect against the cost of unplanned downtime for digital services.\" \/>\n<meta property=\"og:description\" content=\"Regardless of the scale or sector of your organisation, too much protection is never enough. You have to ask: are we doing everything possible to guard against the impact of critical outages? By structuring your team to adopt the You Build It You Run It operating model, you can add a crucial layer of protections and promote greater service reliability, while accessing a huge range of other valuable benefits.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/\" \/>\n<meta property=\"og:site_name\" content=\"Equal Experts\" \/>\n<meta property=\"article:published_time\" content=\"2022-06-20T04:33:32+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-12-10T02:35:08+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/06\/Cost-of-unplanned-downtime-for-digital-services_Facebook-1200x630-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Bethan Timmins\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"How to save millions and protect against the cost of unplanned downtime for digital services.\" \/>\n<meta name=\"twitter:description\" content=\"Regardless of the scale or sector of your organisation, too much protection is never enough. You have to ask: are we doing everything possible to guard against the impact of critical outages? By structuring your team to adopt the You Build It You Run It operating model, you can add a crucial layer of protections and promote greater service reliability, while accessing a huge range of other valuable benefits.\" \/>\n<meta name=\"twitter:creator\" content=\"@EqualExperts\" \/>\n<meta name=\"twitter:site\" content=\"@EqualExperts\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Bethan Timmins\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"9 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/\"},\"author\":{\"name\":\"Bethan Timmins\",\"@id\":\"https:\/\/www.equalexperts.com\/#\/schema\/person\/3601305496344a12607c5ca1a7d5867e\"},\"headline\":\"How to save millions and protect against the cost of unplanned downtime for digital services\",\"datePublished\":\"2022-06-20T04:33:32+00:00\",\"dateModified\":\"2024-12-10T02:35:08+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/\"},\"wordCount\":1874,\"publisher\":{\"@id\":\"https:\/\/www.equalexperts.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/06\/Cost-of-unplanned-downtime-for-digital-services_Lead-1200x514-1.jpg\",\"keywords\":[\"you build it you run it\"],\"articleSection\":[\"Our Thinking\"],\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/\",\"url\":\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/\",\"name\":\"Protect Against Unplanned Downtime For Digital Services\",\"isPartOf\":{\"@id\":\"https:\/\/www.equalexperts.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/06\/Cost-of-unplanned-downtime-for-digital-services_Lead-1200x514-1.jpg\",\"datePublished\":\"2022-06-20T04:33:32+00:00\",\"dateModified\":\"2024-12-10T02:35:08+00:00\",\"description\":\"Add to a crucial layer of protections and promote greater service reliability by adopting You Build It You Run It for your team.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/#primaryimage\",\"url\":\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/06\/Cost-of-unplanned-downtime-for-digital-services_Lead-1200x514-1.jpg\",\"contentUrl\":\"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/06\/Cost-of-unplanned-downtime-for-digital-services_Lead-1200x514-1.jpg\",\"width\":1200,\"height\":514},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.equalexperts.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"How to save millions and protect against the cost of unplanned downtime for digital services\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.equalexperts.com\/#website\",\"url\":\"https:\/\/www.equalexperts.com\/\",\"name\":\"Equal Experts\",\"description\":\"Making Software. 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By structuring your team to adopt the You Build It You Run It operating model, you can add a crucial layer of protections and promote greater service reliability, while accessing a huge range of other valuable benefits.","og_url":"https:\/\/www.equalexperts.com\/blog\/our-thinking\/protect-against-unplanned-downtime\/","og_site_name":"Equal Experts","article_published_time":"2022-06-20T04:33:32+00:00","article_modified_time":"2024-12-10T02:35:08+00:00","og_image":[{"width":1200,"height":630,"url":"https:\/\/www.equalexperts.com\/wp-content\/uploads\/2022\/06\/Cost-of-unplanned-downtime-for-digital-services_Facebook-1200x630-1.jpg","type":"image\/jpeg"}],"author":"Bethan Timmins","twitter_card":"summary_large_image","twitter_title":"How to save millions and protect against the cost of unplanned downtime for digital services.","twitter_description":"Regardless of the scale or sector of your organisation, too much protection is never enough. You have to ask: are we doing everything possible to guard against the impact of critical outages? 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