Blameless now has packaged offerings to satisfy customers with varying needs based on team size and maturity: Starter, Pro, and Enterprise. Check out the full details here.
For small teams just starting out and for those that need to codify incident management runbooks, we have the Starter offering. This gives you access to features including our Slack bot, CommsFlow™ communication tool, and task checklists and runbooks. It has everything you need to get an incident management platform up and running.
As small teams scale and mature, we make it easy to upgrade to the next package. Our Pro offering is designed specifically for companies in need of a comprehensive, purpose-built solution. This expands your resources, giving you unlimited data retention and custom dashboards. The Pro package also upgrades your integrations, giving full API access and workflows across ticketing tools.
For larger companies requiring more seats and hands-on service, our Enterprise package gives the most advanced features and support. A guaranteed 1-hour response time for questions and issues, a dedicated communication channel to Blameless experts, and customized training sessions will help large teams get up to speed. Our SLO manager gives advanced teams a more sophisticated way to prioritize system health.
Start with Streamlining Incident Management
It takes mere minutes to get started using Blameless to streamline your existing incident management process or help to create a new one. Once you’re set up, we’ll partner with you to drive efficiencies, whether starting from scratch or maturing and scaling. At the onset, we’ll help you integrate Blameless with tools like Slack, PagerDuty, Jira, and ServiceNow. We also offer advice on configuring Blameless to match your playbooks. You’ll notice how easy it is to identify, investigate, and analyze incidents with Blameless, and it’ll become your center for reliability engineering.
Learn more about Blameless integrations.
Every Incident Is a Learning Opportunity
The more incidents you encounter, the more there is to learn and improve. Of course, what you’ll get from each incident depends how you define an incident and how you orchestrate to resolution. (Hear more on that conversation in our webinar What’s Difficult About Problem Detection?) Luckily, no matter when you decide to start an incident, Blameless automatically captures timeline event data. This saves engineers hours of time during investigation and resolution. It also saves time (and encourages follow through) when it comes to writing the retrospective or “postmortem”.
“By doing this process regularly, it doesn’t scare you anymore. Incidents are just a way to learn. You can call out a blind spot that you didn’t know you had before.” — David Levinger, Sr. VP Operations, Machinify
Sadly, most teams today aren’t this diligent about the retrospective. And we get it. They’re eager to get back to the innovative, feature work. So then, let this be of some encouragement to you. When learning and follow up actions take place consistently, it fixes the issues, and cuts down tech debt. In the long run, you’ll be able to spend more time on feature work, and less time on repeat incidents. That’s a very attractive proposition for most on-call engineers. You can hear more about how Machinify established their incident management process in this case study.
“The last thing you want to say to a customer is that you knew an incident occurred, but you don’t know why, and a week has gone by, and you still haven’t gotten to the bottom of it yet. It’s not a good look for your business.” — David Levinger, Sr. VP Operations, Machinify
Are You Getting What You Pay For?
It’s always a good thing to invest in service reliability. We know that looking for a tool requires time and budget commitment. The tools on the market all look different. So as you shop around, ask yourself these questions. Does the tool meet both your immediate needs and your long term goals? Take the time to understand any “gotchas”. How many services does the tool let you manage? How many runbooks or checklists can you program into the tool? How much do you have to pay per user and how much help do you need to get started? Blameless doesn’t believe in limiting access to important aspects of managing your service like runbooks and checklists. We also believe that reliability is a team sport, so we want as many members as possible to benefit, especially from learning through Retrospectives and Reliability Insights reports.
Use-Cases for On-Call Teams and the Entire Business
Once an incident is acknowledged and a team is assembled, it’s all-hands-on-deck to reach a resolution and communicate the important milestones. Most of this work relies heavily on chat apps like Microsoft Teams or Slack. There are also times when the Incident Commander (or Communicator) enters the Blameless UI to formally message customers, executives, and other parties. We built CommsFlow(™) into Blameless so that instead of engineers losing focus when needing to alert stakeholders, the responsibility of communicating during incidents rests on the efficiency of templates and pre-built triggers.
With CommsFlow(™) teams can draft messages long before an incident even takes place. It significantly speeds up the process during an incident, and also relieves engineers of the heavy burden baked into the natural urgency of incident response.
Retrospectives (postmortems) and Reliability Insights dashboards are another way information and learnings get shared proactively with the company outside of engineering. For organizations hyperfocused on the customer’s experience, such reports are invaluable to keep every function fully informed. Blameless is that single central place to organize incident chaos and also to coordinate all teams involved and store all the learnings.
Progress Comes from Data-Rich Reports That Answer Critical Questions
As Blameless captures data threads — via Pagerduty, Prometheus, New Relic, and other tools — it builds a unique data set that answers important questions about service reliability. This is captured in our Reliability Insights feature. Companies like BetterCloud regularly report to their board on Reliability Insights reports such as MTTX data, occurrences of repeat incidents, and incident severity levels.
“We have way less fear around incidents. In fact, we’ve seen an increase in reported incidents, which is great because that tells me we’re creating more opportunities to improve BetterCloud.” — Clark Polo, Director of SRE and DevOps, BetterCloud
Managers and executives lean on these reports to know how teams are operating. In addition to understanding service reliability, they’re able to investigate team reliability, e.g. Are we taking care of the humans behind the technology? How do we identify and prevent burnout? Reliability Insights surface how often a single person gets pulled into an incident, how many hours a particular team spends contributing, and other questions that point to critical dependencies, and more importantly, opportunities to improve for the benefit of all.
Get Insights Faster with Out-of-the-box Dashboards & Reports
If you ask engineering teams how they track reliability and continually improve their systems, the answers would shock you. Many rely on manually updated spreadsheets. The good news is they’re demonstrating curiosity. That’s a great place to start in reliability engineering. They track questions like “How many incidents occurred last quarter” and “What was the average time to incident resolution?”
Lucky for Blameless customers, Reliability Insights answer your questions with dashboard reports, most of them out-of-the-box too. Plus, as mentioned before, our technical experts are ready to help you build any additional reports that you might need. For example, you might want to know the sources of alerts to understand how many come from customers versus your own support team, or from your monitoring tools. If you’d like to learn more about how we build custom reports, check out this blog about how we leverage tags to track metadata.
Don’t Go It Alone
As you trial Blameless, lean on our team of experts. We’re eager to help you get started! We also want to hear your feedback, so let us know how your experience goes. Reach out to us on Twitter or contact our support team with any questions.