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Supporting continuous deployment with aplomb

Supporting continuous deployment with aplomb

Providing support to a company that dogfoods itself and then ships its collective face off is ... complicatedly fun. The GitHub support team sees bugs, friction, user experience and :hearts:. By using logic+empathy, support and developers do right by our excellent user base. I'll tell you a bit about the unique and thoughtful ways we work that let us stay nimble (read: don't drag the devs down).

Video here:
http://youtu.be/5wg3cej5GGk

Sonya Green

June 07, 2013
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Transcript

  1. Supporting
    Continuous Deployment
    or
    Let’s Ship
    Monday, June 10, 13

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  2. 4 million users
    300 new requests/day
    550 replies/day
    14 supportocats
    Monday, June 10, 13

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  3. Monday, June 10, 13

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  4. I deployed https://github.com/
    github/github/pull/11824 which
    should fix some archive issues
    (zip / tar downloads). If you see
    any problems around
    generating repo archives in the
    next couple days ping me.
    foca
    Monday, June 10, 13

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  5. Monday, June 10, 13

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  6. Monday, June 10, 13

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  7. GOOD BUG
    REPORTS
    * identify a bug (not user error, etc.)
    * recreate a bug, document well
    * include user data from support requests
    Monday, June 10, 13

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  8. 0
    15
    30
    45
    60
    day 1 day 2 day 3 day 4 day 5 day 6 day 7
    Support Load
    Well, they
    noticed Took care
    of the
    bugs
    change is
    hard
    Edge
    cases
    none
    some
    a bunch
    a metric ton
    a shit ton
    Monday, June 10, 13

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  9. GitHub Issues
    Monday, June 10, 13

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  10. Monday, June 10, 13

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  11. Sorting a lot of data
    Bugs and bugs and complaints and
    complaints and complaints.
    Data was emotional
    Users who care are users who swear.
    Monday, June 10, 13

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  12. Monday, June 10, 13

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  13. Fuck YEAH,
    dossier
    Monday, June 10, 13

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  14. Squash bugs
    Monday, June 10, 13

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  15. Monday, June 10, 13

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  16. Rows and rows:
    Hard to ignore.
    Monday, June 10, 13

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  17. Hits you right in the feels:
    “As a (partially) colorblind user, I
    find the new tags to be a lot
    more difficult to scan at a
    glance.”
    Monday, June 10, 13

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  18. Also in the feels:
    “Under the new label styles, instead of
    46 distinct colors, we can distinguish
    about six. All the reds/pinks/oranges
    look the same, all the black/light
    grey/dark grey look the same.”
    Monday, June 10, 13

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  19. Two hours later:
    “Damn, nice comprehensive list. I'm
    about to deploy fixes for the bugs
    pertaining to ‘can't delete labels’ and
    ‘can't add labels after removing all of
    them’.”
    Monday, June 10, 13

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  20. Two hours later:
    “You are my hero.”
    Monday, June 10, 13

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  21. Monday, June 10, 13

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  22. Monday, June 10, 13

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  23. low ego==fun people
    Monday, June 10, 13

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  24. low ego==fun people
    Monday, June 10, 13

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  25. Fin
    Monday, June 10, 13

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  26. Fin
    Monday, June 10, 13

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