Today we’re releasing fully redesigned Slack and Command Center experiences for FireHydrant so anyone on your team can intuitively navigate the incident response process — in the app or on the web. There are many things you can do ahead of an incident to help things run smoothly: design and document your process, automate predictable steps, train the team, and run drills.

“Customer service software has evolved so much these past ten years, but they all seem to be solving the same problems!” This was a statement made by a Customer Service leader in a recent brainstorming conversation around decreasing overall Response Times and Resolution Times.

The world is increasingly digital. The U.S. Census Bureau estimates e-commerce grew 14.2% from 2020 to 2021, for a total of $870.8 billion in sales. And just look at the trends in remote work. According to a FlexJob and Global Workplace Analytics report, remote work has grown 44% over the last five years and an astonishing 159% over the last 12. Indeed, much of America relies on a slew of digital apps and services to get business done every day. So what does this mean for businesses?

Importance of secOps tools – The threats in the cyber world are becoming more and more complicated and sophisticated with each passing day, while the rapid expansion of digital operations, with more nodes, networks, and servers has resulted in more vulnerabilities. This situation demands efficient SecOps teams as well as practices so that threats are thwarted, and networks and data are always protected. What is SecOps & Best SecOps tools?

There are a common set of key performance indicators for incident management, such as MTTR and MTTA. What do these metrics mean, and why are they important?

Amazon Web Services (AWS) needs no introduction. It's one of the most popular services in the world. Or actually, the most popular cloud infrastructure provider (34%) according to this study. Like in any other service, there are outages. For people running their infrastructures, there's a good chance that outages have impacted your business in the past. And the reality for AWS (or any other service) is that there's a good chance it will happen again.

Beginning at 8:44 UTC (4:44am EDT) on July 8, 2022, Canadian telecommunications giant Rogers Communications suffered a catastrophic outage taking down nearly all services for its 11 million customers in what is arguably the largest internet outage in Canadian history. Internet services began to return after 15 hours of downtime and were still being restored throughout the following day.

We are halfway through 2022 and one thing is certain – downtime is here to stay. In fact, trends are showing the frequency of downtime is increasing, along with the severity and wide-spread impact. Consumers and businesses are more interconnected and reliant on technology and software than ever, from remote business communication to simply listening to your favorite podcast on your way to work.