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Firehydrant - incident management redefined
What do you like best about the product?
FireHydrant is essential to the practice of running software in production. When you chat with an engineer at a startup and ask what they do for their incident management process, everyone replies with some vague process centered around "starting a slack room, and hunting for that one confluence doc that we started when we had our first incident". FireHydrant brings structure to incident management and provides us with runbooks that are quickly executed, and action items to follow up on, and holds us accountable to what we've agreed upon as an engineering organization.
What do you dislike about the product?
In general, we have very few complaints around the experience, but I'd like to see more features built out around alerting and the service catalog as these are essential to all companies.
What problems is the product solving and how is that benefiting you?
Firehydrant has solved issues around having "too many cooks in the kitchen" and not enough communication around incidents. It clarifies roles such as an incident commander and assigns responsibilities to specific users. The benefits to this are a disciplined process in a domain generally rife with chaos.
Recommendations to others considering the product:
Firehydrant is chock full of features -- there's support for Kubernetes, Jira, an Events API, and CLI where you can submit custom events -- the other competitors in this industry are years behind in innovation.
A great tool that should be part of any SaaS company's platform.
What do you like best about the product?
FireHydrant is an easy-to-use tool with fantastic integrations that streamlines incident management and communication flow. It has helped our teams learn from incidents through its retrospective features and build trust with our stakeholders when issues arise.
What do you dislike about the product?
It's still a new product, and I'm looking forward to the improvements with ownership and analytics.
What problems is the product solving and how is that benefiting you?
FireHydrant has helped our company automate processes when incidents occur, helping uplevel our engineering, support, and account teams. It has also helped us improve our reliability by analyzing issues to focus on improvements that matter. We also use its analytics features to look at reliability in different parts of our apps objectively.
Flexible, powerful product that keeps getting better
What do you like best about the product?
Firehydrant Runbooks make orchestrating incident response intuitive - it's simple to construct complicated, multi-layer responses quickly. On top of this, the support from the Firehydrant team is superb - they're fast, knowledgeable, and always willing to take input on how to improve the product.
What do you dislike about the product?
There's little to dislike about the product or the people supporting and developing it! That said, there are a couple of basic features missing from the product (such as the ability to clone Runbooks!) that need to be added ASAP - I know the team are working hard to address these!
What problems is the product solving and how is that benefiting you?
Firehydrant gives us the ability to respond in a rapid, automated fashion to incidents. For example, whereas previously we might manually create communications channels, the tool does this automatically for us. Additionally, the ability to automate on-call team pages is potent and has enabled us to reduce further our time to act in response to incidents.
Streamlined our incident response patterns
What do you like best about the product?
FireHydrant runbooks! Runbooks allow me to tailor my incident response to cover various scenarios like internal incidents. It's not opinionated, so I don't have to follow what FireHydrant wants me to do. Instead, I have been able to incorporate my working processes and align them with a tool. Runbooks have also allowed me to introduce new processes over time, which has helped with improving my incident response work.
After runbooks, being able to generate timelines from incident channels has saved countless engineering hours.
After runbooks, being able to generate timelines from incident channels has saved countless engineering hours.
What do you dislike about the product?
Sometimes it's hard to tell how one of the integrations will work when deployed, though it's improved over time.
What problems is the product solving and how is that benefiting you?
Incident response processes were very manual and required staff to read over process documents, along with being primarily asynchronous training for incident handling. These factors created an inconsistent incident response when problems happened, like production outages. With FireHydrant, we were able to take those documents and turn them into runbook steps. An example is when we need to prompt incident commanders (IC) for updates, we provide them with a list of helpful actions. Before, it was necessary to have an IC remember steps or be better about updating the status. Notifying incident channels, using PagerDuty to notify our support engineers to help with customer messaging, and containing history in a retrospective have all been big benefits.
Blameless helps us bring order to chaos
What do you like best about the product?
Blameless helps us coordinate key incident responders and pulls in all the context we need to resolve production issues quickly. The Slack integration is key for us, and the ability to automatically designate roles and tasks helps us stay focused and structured. It also saves us time analyzing incidents by automatically creating postmortems and generating timelines from chat logs, graphs, and other key details.
What do you dislike about the product?
I wish the developer documentation was more clear so we could build custom integrations.
What problems is the product solving and how is that benefiting you?
We are streamlining our incident response process and reducing our mean time to resolution. In addition, we are using Blameless for better postmortem documentation and analysis. The reliability insights are also helpful, not just for engineering, but also for support and other business stakeholders.
Recommendations to others considering the product:
Highly recommend this solution if you're trying to reduce manual labor during and after incidents. Seamless integrations with common tools like Slack, Pagerduty, and Jira.
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