Learn how Publica upgraded its incident response by setting up appropriate escalations and on-call rotations

This case study talks about how Publica found a more affordable and easy to use incident management and alerting replacement for PagerDuty in Squadcast. With Squadcast's escalation policies and instant alerting has helped Publica improve communication, ownership and reduce MTTR.

Franco Gilio

Co-Founder and CTO, publica.la

About

Publica

Industry:

Book and Periodical Publishing

Location:

Remote

Publica is a D2C marketplace for Digital Content, enabling authors and content creators to have their own custom storefront to share, market, and sell eBooks, audiobooks, and other types of digital content with no intermediaries. In short, Publica is Shopify for Digital Content.

Publica has more than 250 customers from more than 20 countries and 1M+ monthly active users, altogether generating thousands of dollars in revenue on a daily basis. So uptime is key to their business, and every second of downtime means that their users are unable to enjoy the content they paid for, and their customers are losing revenue.

In order to proactively identify incidents and reduce MTTR, they were looking for an incident management tool. Among the various tools they evaluated for incident alerting and on-call management, Squadcast turned out to be the easiest to implement as well as the best fit for their needs and culture.

Challenges and Solutions

Challenges

Solutions

Haphazard alerting resulted in high response time: Their processes & tools prior to Squadcast were not appropriate for incident management. Many times it was too late before they realized something was broken.

Reduced MTTA thanks to instant alert notifications: Since alerts routed via Squadcast were delivered instantly via push and SMS, they could quickly triage & remediate incidents, thereby reducing MTTR.

Poor team collaboration while remediation: Lack of structured on-call rotations resulted in poor coordination & increased anxiety during on-call.

Improved communication between team members: Establishing fixed on-call rotations increased accountability and ownership of incidents. This reduced stress & increased team harmony.

Lack of escalations & incident ownership: Unstructured alerting resulted in the obscurity of ownership during escalations. This was eventually leading to an increase in MTTA & in turn MTTR.

Better escalations, improved ownership: Setting up escalation policies helped them escalate issues and transfer ownership to the concerned person in a timely manner.

Key Benefits

Reduced MTTA & MTTR

Squadcast improved the agility of their incident response, thereby reducing MTTA & MTTR.

Better team collaboration

With clear accountability & ownership, communication between team members and stakeholders improved significantly.

Happier customers

Speedy incident response improved user experience & resulted in happier customers.

Instant notification via Push, SMS, Call

Push and SMS notifications routed via Squadcast helped them acknowledge incidents in just minutes rather than hours.

Key Benefits

Reduced MTTA & MTTR

Squadcast improved the agility of their incident response, thereby reducing MTTA & MTTR.

Better team collaboration

With clear accountability & ownership, communication between team members and stakeholders improved significantly.

Happier customers

Speedy incident response improved user experience & resulted in happier customers.

Instant notification via Push, SMS, Call

Push and SMS notifications routed via Squadcast helped them acknowledge incidents in just minutes rather than hours.

What our customers have to say

Franco Gilio

Co-Founder and CTO, publica.la

Squadcast helped us quickly revamp our incident response process & improve our on-call culture

View Case Study

Squadcast helped us quickly revamp our incident response process & improve our on-call culture

Franco Gilio

Co-Founder and CTO, publica.la

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Learn how Publica upgraded its incident response by setting up appropriate escalations and on-call rotations

Learn how Publica upgraded its incident response by setting up appropriate escalations and on-call rotations

Reduced MTTA & MTTR

Better team collaboration

Happier customers

Instant notification via Push, SMS, Call

Reduced MTTA & MTTR

Better team collaboration

Happier customers

Instant notification via Push, SMS, Call

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