It’s mid 2023 and we’ve identified some opportunities to improve our reliability. Fast forward to January 2025. Customer impact hours are reduced from the peak by 90% and continuing to trend downward. We’re a year and half into the Deploy Safety Program at Slack, improving the way we deploy, uplifting our safety culture and continuing our rate of change to meet business needs.
Defining the problem
System requirements change as businesses evolve whether that be due to changes in customer expectations, load & scale or response to business needs.
In this case analysis showed two critical trends:
Slack has become more mission critical for our customers, increasing expectations of reliability for the product as a whole and for specific features each company relies on.
