部署安全：减少变更对客户的影响
It’s mid 2023 and we’ve identified some opportunities to improve our reliability. Fast forward to January 2025. Customer impact hours are reduced from the peak by 90% and continuing to trend downward. We’re a year and half into the Deploy Safety Program at Slack, improving the way we deploy, uplifting our safety culture and continuing our rate of change to meet business needs.
2023 年中期，我们已识别出若干提升可靠性的机会。时间快进到 2025 年 1 月，客户影响小时数较峰值已减少 90%，并持续呈下降趋势。我们已在 Slack 的 Deploy Safety Program 中推进了一年半，持续改进部署方式、提升安全文化，并保持变更速率以满足业务需求。
Defining the problem
定义问题
System requirements change as businesses evolve whether that be due to changes in customer expectations, load & scale or response to business needs.
随着业务发展，系统需求会发生变化，无论是由于客户期望、负载与规模的变化，还是响应业务需求。
In this case analysis showed two critical trends:
在此案例中，分析揭示了两个关键趋势：
- Slack has become more mission critical for our customers, increasing expectations of reliability for the product as a whole and for specific features each company relies on.
- Slack 对客户而言已变得更加关键，提高了对整个产品及其依赖的特定功能的可靠性期望。
- The increasing majority (73%) of customer facing incidents were triggered by Slack-induced change, particularly code deploys.
- 越来越多的客户面向事件（73%）由 Slack 引发的变更触发，尤其是代码部署。
We use our incident management process heavily and frequently at Slack to ensure we have a strong and rapid response to issues of all shapes and sizes based on impact and severity. A portion of those incidents are customer impacting, many of which showed variable impact depending on which features they used in the product. Change-triggered incidents were occurring in a wide variety of systems and deployment processes.
我们在 Slack 中大量且频繁地使用 事件管理 流程，以确保根据影响和严重程度对各种规模的问题做出快速而有力的响应。其中一部分事件会影响客户，许多事件的影响程度因客户使用的产品功能而异。由变更触发的事件发生在各种系统和部署流程中。
Finally, we also received customer feedback that interruptions became more disruptive after about 10 minutes – something they would treat as a “blip” – and this would continue to reduce with the introduction of Agentforce in 2025.
最后，我们还收到客户反馈：大约 10 分钟后，中断会变得更加令人困扰——他们会将其视为一次“小插曲”——而随着 2025 年 Agentforce 的推出，这种情...