Failures and Fixes: A Study of Software System Incident Response

This paper presents the results of a research study related to software system failures, with the goal of understanding how we might better evolve, maintain and support software systems in production. We have qualitatively analyzed thirty incidents: fifteen collected through in depth interviews with engineers, and fifteen sampled from publicly published incident reports (generally produced as part of postmortem reviews). Our analysis focused on understanding and categorizing how failures occurred, and how they were detected, investigated and mitigated. We also captured analytic insights related to the current state of the practice and associated challenges in the form of 11 key observations. For example, we observed that failures can cascade through a system leading to major outages; and that often engineers do not understand the scaling limits of systems they are supporting until those limits are exceeded. We argue that the challenges we have identified can lead to improvements to how systems are engineered and supported.