[{"data":1,"prerenderedAt":700},["ShallowReactive",2],{"/en-us/blog/how-to-turn-screw-ups-to-your-advantage/":3,"navigation-en-us":32,"banner-en-us":449,"footer-en-us":461,"Marc Radulescu":672,"next-steps-en-us":685},{"_path":4,"_dir":5,"_draft":6,"_partial":6,"_locale":7,"seo":8,"content":16,"config":22,"_id":25,"_type":26,"title":27,"_source":28,"_file":29,"_stem":30,"_extension":31},"/en-us/blog/how-to-turn-screw-ups-to-your-advantage","blog",false,"",{"title":9,"description":10,"ogTitle":9,"ogDescription":10,"noIndex":6,"ogImage":11,"ogUrl":12,"ogSiteName":13,"ogType":14,"canonicalUrls":12,"schema":15},"How to turn screw-ups to your advantage","In this post, we look at two instances where we at GitLab dropped the ball, and how we used these errors to learn and improve. Learn more here!","https://res.cloudinary.com/about-gitlab-com/image/upload/v1749684352/Blog/Hero%20Images/screwup.jpg","https://about.gitlab.com/blog/how-to-turn-screw-ups-to-your-advantage","https://about.gitlab.com","article","\n                        {\n        \"@context\": \"https://schema.org\",\n        \"@type\": \"Article\",\n        \"headline\": \"How to turn screw-ups to your advantage\",\n        \"author\": [{\"@type\":\"Person\",\"name\":\"Marc Radulescu\"}],\n        \"datePublished\": \"2015-01-23\",\n      }",{"title":9,"description":10,"authors":17,"heroImage":11,"date":19,"body":20,"category":21},[18],"Marc Radulescu","2015-01-23","\n\nWe at GitLab believe in providing a good service to all our users, be they customers, or non-paying users.\nIn our attempt to support our users, we sometimes make mistakes.\n\nIn this post, I'll be discussing two instances where we at GitLab dropped the ball.\nI'll go through what went wrong and what we did to address our relationship with the affected party.\nThen I'll indicate how that affected our standing with that party.\nIn the end, I'll mention the process we've followed to address our mistakes.\n\n\u003C!-- more -->\n\n## The brownout\n\nGitLab.com is our free SaaS service.\nAt close to 20k monthly active users, GitLab.com is used by many of our users for production.\nWe always notify the community of downtimes on its [twitter account](https://twitter.com/gitlabstatus) and offer [paid email support](/pricing/) for it.\n\nFor years now, we'd been happy to report minimal unplanned downtime on GitLab.com, with planned downtime seldom exceeding one hour.\nOn the 31st of July 2014 though, GitLab.com went offline for a full 8 hours, affecting the workflow of a serious number of users.\n\nThe failure happened in the night between Sunday and Monday in Dutch time, so we only caught wind of the issue in the morning.\nNeither the cause nor the solution were evident though.\nSo despite fervent investigative work, we found ourselves 30 minutes into the call (and 6 hours into the downtime) none the wiser about what had happened.\n\nWe decided to openly admit that we did not know why GitLab.com was down, but to be transparent about our actions to figure out what went wrong.\nGitLab's CEO, Sytse Sijbrandij, decided to make a [public postmortem](https://docs.google.com/a/gitlab.com/document/d/1ScqXAdb6BjhsDzCo3qdPYbt1uULzgZqPO8zHeHHarS0/edit#heading=h.p95p4f6o0twk) which we've posted on [Hacker News](https://news.ycombinator.com/item?id=8003601).\nQuite the number of anonymous users joined our public google doc to get a live feed of our exploration of GitLab, with some even giving feedback on possible actions.\n\nUltimately, we brought GitLab.com back up, apologized to the community, and updated the postmortem file with all the process improvements we've done to make sure a brownout of this magnitude never happens again.\n\nThe Hacker News thread reached the top and kept GitLab in the spotlight for quite the time.\nAnd feedback from the community was [overly positive](https://twitter.com/search?q=gitlab%20postmortem&src=typd) regarding our transparent approach.\nWe believe GitLab has garnered a lot of trust in being both open about the mistake, and quick to take action.\n\n## Waking up at 5 AM for nothing\n\nOne of our lines of business is installing or upgrading GitLab for non-subscribers and basic subscribers.\nWe do this via scheduled consultancy calls.\nOne such scheduled consultancy call ended up not being honored on our side (i.e. halfway through the designated timeframe, one of our service engineers candidly asking on Slack if there's anyone handling it.)\n\nMissing a scheduled call is a big deal in itself.\nMissing one where the system administrator had woken up at 5 AM just so they make sure the servers are running when devops start work, that's really bad.\n\nAs soon as we realized that the customer wasn't being handled we went in, however they had already left the line.\nWe apologized via email and offered to have the call as soon as possible.\nAfterwards, Sytse addressed an official email to them apologizing and offering to have the call for free.\nMoreover, he started an internal postmortem to find out what had happened.\n\nThe postmortem turned out that some steps in the support process had confused our service engineers and needed improvement.\nWe wrote a follow-up to our customer detailing not only where the issue was in our process, but also the detailed steps we took to improve it.\n\nBetween the CEO apologizing and the detailed description of how we were going to improve our process, the customer - 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