Managing high availability at Intercom

Intercom, a product-led company, prioritizes high operational standards including minimizing costs, addressing quality issues quickly, and mitigating security risks. The foundation of their operational health is availability, which they achieve through a combination of cultural, organizational, systems, and software engineering work. This includes investing in observability tools to understand how code behaves in production environments, building strong technical foundations with simple and proven architecture choices, and managing risk and responding instantly when things go wrong. By embedding availability in their culture, Intercom enables every engineer to build fast and safe products that are reliable and scalable by default. The company's commitment to its customers' success means that rock-solid availability is a must, allowing them to exceed their target uptime of 99.8% for several years.

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