cloud-test: Introducing Google Customer Reliability Engineering

Introducing Google Customer Reliability Engineering

Monday, October 10, 2016

Posted by Dave Rensin, Director of Google Customer Reliability Engineering (CRE)

—we announcedGoogle Cloud Platform
Reducing customer anxietyGive up control of your physical infrastructure and (to some extent) your data. In exchange for that uncertainty, the cloud will give you greater innovation, lower costs, better security and more stability.—
The support mission Drive Customer Anxiety -> 0
Anxiety = 1 / Reliabilityreliability—

The reliability of the cloud provider

The reliability inherent in the design, code and operations of your application

Here are some white papers, best practices and consultants. Don’t do silly things and your app will be mostly fine.feel— Dropbox announced
SRE 101

—this

Benjamin Treynor-Sloss, VP, 24x7, Father of SRE

—error

The system (as developed) can pass a strict inspection process — known as a Production Readiness Review (PRR)

The development team who built the system agrees to maintain critical support systems (like monitoring) and be active participants in key events like periodic reviews and postmortems

The system does not routinely blow its error budget

and
The Customer Reliability Engineering mission—

Shared paging. When your pagers go off, so will ours.

Auto-creation and escalation of Priority 1 tickets

CRE participation in customer war rooms (because despite everyone’s best efforts, bad things will inevitably happen)

A Google-reviewed design and production system

Additional CostSite Reliability EngineeringPeople who are truly “in it together” are accountable to one another and have mutual responsibilities. They work together as a team for a common goal and share a fate greater than the dollars that pass between them.
Lowering the anxiety with a new social contractreliabilitysocial contract