# How to react when things go wrong

DevFeed: [How to react when things go wrong](<https://devfeed.tech/articles/how-to-react-when-things-go-wrong-11807.md>)

Original publisher: [Read original article](<https://incident.io/blog/how-to-react-when-things-go-wrong>)

Author: Tom Blomfield

Published: 2021-10-06T00:00:00Z

Content type: article

Language: en

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

Topics: [incident](<https://devfeed.tech/topics/incident.md>), [Software](<https://devfeed.tech/topics/software.md>), [Transactions](<https://devfeed.tech/topics/transactions.md>), [Slack](<https://devfeed.tech/topics/slack.md>)

Tags: [incident](<https://devfeed.tech/tags/incident.md>), [incident-channel](<https://devfeed.tech/tags/incident-channel.md>), [incident-management](<https://devfeed.tech/tags/incident-management.md>), [incident-response](<https://devfeed.tech/tags/incident-response.md>), [outage](<https://devfeed.tech/tags/outage.md>), [post-mortem](<https://devfeed.tech/tags/post-mortem.md>), [slack](<https://devfeed.tech/tags/slack.md>), [slack-incident](<https://devfeed.tech/tags/slack-incident.md>), [software](<https://devfeed.tech/tags/software.md>), [transactions](<https://devfeed.tech/tags/transactions.md>)

## AI overview

The article explains that incidents are inevitable in complex, always-on software businesses and argues that effective incident response should focus on minimizing impact and restoring service quickly. It illustrates this with a 10-hour Monzo outage in which an unavailable outsourced card processor caused customers' card payments to be declined, overwhelming customer support and requiring engineers to coordinate through Slack.

## Source excerpt

My name's Tom - I previously founded Monzo and GoCardless, and I'm an angel investor based in London. I'm proud to have backed the incident.io team. If you run any kind of always-on software business, customers expect your service to be available 24/7. When it's not, you'll get customer resentment and negative headlines. We all remember the days of the Twitter fail whale.