| Summary: | As the world has moved online, we've grown to expect that everything works around the clock. Organizations are investing more and more into maintaining their systems, searching high and low for ways to make them more reliable. Yet a key resource is hiding in plain sight: your people. Your developers and operators are the last line of defense against getting your systems back online, but we give the practice of on-call barely any thought. Designing on-call looks deceptively easy and is often done ad hoc. But ineffective on-call design can lead to slower incident response and diminished well-being for those on-call, including burnout and attrition. Effective and sustainable on-call, on the other hand, yields substantive benefits and helps operators learn about their systems and improve how they support them.
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