# Doing the right thing when things go wrong

DevFeed: [Doing the right thing when things go wrong](<https://devfeed.tech/articles/doing-the-right-thing-when-things-go-wrong-9344.md>)

Original publisher: [Read original article](<https://www.intercom.com/blog/doing-the-right-thing-when-things-go-wrong/>)

Author: Mark Gorman

Published: 2026-07-14T13:41:39Z

Content type: article

Language: en

Sources: [The Intercom Blog](<https://devfeed.tech/sources/the-intercom-blog.md>)

Topics: [incident](<https://devfeed.tech/topics/incident.md>), [incident management](<https://devfeed.tech/topics/incident-management.md>), [SRE](<https://devfeed.tech/topics/sre.md>), [Slack](<https://devfeed.tech/topics/slack.md>)

Tags: [engineering](<https://devfeed.tech/tags/engineering.md>), [incident](<https://devfeed.tech/tags/incident.md>), [incident-management](<https://devfeed.tech/tags/incident-management.md>), [metrics](<https://devfeed.tech/tags/metrics.md>), [safety](<https://devfeed.tech/tags/safety.md>), [slack](<https://devfeed.tech/tags/slack.md>), [sre](<https://devfeed.tech/tags/sre.md>), [support](<https://devfeed.tech/tags/support.md>), [work](<https://devfeed.tech/tags/work.md>)

## AI overview

Fin's incident-response process focuses on quickly detecting customer-impacting disruptions, bringing the right people together, reducing impact, communicating clearly, and learning from what happened. The article emphasizes that incident management is a shared discipline supported by tools such as Slack channels, status pages, runbooks, and SRE tooling.

## Source excerpt

When customers rely on you, minutes matter in an incident. Here's the process Fin's engineers follow to detect, mitigate, and learn from every one.