Go or No-Go: Operability and Contingency Planning at Etsy.com
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These are the slides from my talk at the Surge Conference in 2010, in Baltimore: http://omniti.com/surge/2010/speakers/john-allspaw
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Go or No-Go: Operability and Contingency Planning at Etsy.com
- 1. Go or No-Go Operability and Contingency Planning John Allspaw, Etsy.com
- 4. Etsy as of now Total Members: over 5.7 million Total Sellers: over 400,000 Items Currently Listed: 6.5 million Page Views per month: 775 million Total $ sold (gross merchandise sales) 2010 = $179.4 million (through August)
- 5. New Features
- 6. Delivering OperableGoSoftware Arch Review Development/Ops or No-Go Launch* Feedback Loop
- 7. CONTINUOUS DEPLOYMENT != deploying new features without coordination and planning
- 9. Not An Innovative Idea http://en.wikipedia.org/wiki/Launch_status_check
- 10. 10 minute get-together • Product • Development • Operations • Design • Community • Support
- 11. Consensus
- 12. Informally Codifies “OK” Dev “We all understand/agree/ Ops accept that we are OK here!” Product Community Support Buggy Stable Perfect! Sloppy Finished Enough For Launch Unfinished
- 13. Yes or No
- 14. Has the feature been tested enough to deploy to production? Is there any final functional QA still needed?
- 15. Is communication (blog post/forums/etc) about the feature ready to go out with the feature?
- 16. Does everyone know: when it will go live, and who will push the feature?
- 17. Has the feature been in production for staff (or some other specific subset of the users) already? If not, could it have been?
- 18. Is it possible to dark launch this feature? Will this feature be dark launched? (or, has it already?)
- 19. Is it possible to turn up this feature on a percentage basis? If so: will we?
- 20. Does it involve any new infrastructure? If so: are those pieces in monitoring and metrics collection? (this answer can’t be “no” before launch)
- 21. Do we have on/off switches for this feature? If so: are those switches documented? (this answer can’t be “no” before launch)
- 22. Are all the leads (Dev, Ops, Product, Community, Support, etc.) available for the launch and in communication? (this answer can’t be “no” before launch)
- 23. Is there a single and easy place for users to report bugs or concerns about the feature? (forum topic, etc.)
- 24. Have all leads agreed upon a post-launch “it’s all DONE” time to declare the launch was successful?
- 25. Have we done a Contingency Checklist™ and everyone reviewed it? (this answer can’t be “no” before launch)
- 27. “What could possibly go wrong?” “When it does go wrong, WTF will we do?!”
- 28. NOTE: This is worked outBEFORE launch, normally by product and development, involving others where needed. (when we have saner heads)
- 29. Issue Onsite Messaging Likelihood Forums Comment(s) Blog Impact on Users PR Engineering Response
- 30. Comment Impact on Engineering Onsite Issue Likelihood Forums Blog PR (s) Users Response Messaging
- 31. Example: Coffee! AWESOME NEW FEATURE • add coffee (like a tag) to your profile • others can favorite coffees • page showing all coffee favorites • bulk-add coffees to your profile • search people by their coffee
- 32. Issue What could possibly go wrong with the feature launched in production? Example: “The Coffees-You’ve-Favorited page is too expensive.”
- 33. Likelihood How likely is this issue going to come up? Example: “Low to mid.”
- 34. Comment(s) Any extra info about this issue here. Example: “Because of how we paginate coffee favorites page, they are somewhat harder than normal favorites. If we do have to turn this off, we’re saying that we need to re-design it, or it needs to stay off until the initial burst of traffic from the launch.”
- 35. Impact How much is this going to impact the experience of the feature, if it does become a concern? Example: “High”
- 36. Engineering Response What will we do to mitigate the issue (i.e. can we gracefully degrade?) Example: “Set disable_coffee_favorites_page = 1”
- 37. Onsite Messaging What is the messaging to the community in the forums/blog/etc., if this needs graceful degradation? Example: “‘The Coffee Favorites page is currently unavailable.’ Or, in the forums: “We’re working through some issues with displaying Coffee Favorites, we’ll let you know the status as time goes on.’”
- 38. PR Is the issue so severe that we need PR involved? Example: “The CEO sends a press release, apologizing to Folger’s, Peet’s, and Starbucks with a witty yet calming voice of explanation and a humble request for patience.”
- 39. * afterwards....
- 40. *successful launch... Metrics? Are we there yet? OMG! Who to call if it breaks later?
- 41. * non-successful launch... Metrics? What’d we miss? Post Mortem? Ramp down?