Evernote engineers are responsible for maintaining services that they create and have the authority to determine whether a given alert is serious enough to merit action. Looking at SLOs through the lens of the customer has also provided Plasky’s team with insights to make informed, real-time decisions about complex application environments.
“For instance, how long does it take you to open, create, and sync a note? We’re reframing the way we think about what’s important and looking at things more from the top of the funnel down instead of from the bottom up.”ĭeveloping Insights to Empower Engineers and Improve Future Response “These are the types of things that we’re monitoring and alerting for more-the full user journey, aka the things our users care about,” Plasky explained. To do this effectively, they needed to track key performance indicators (KPIs), which could help them make informed decisions about how to maintain service-level objectives (SLOs) when a problem occurred with the infrastructure. Evernote engineers were now responsible not just for building services, but also for maintaining them in production. However, with increased agility came more responsibility. “The update-which centered around a migration of many workloads to Google Cloud Platform-was part of an effort to democratize operations and enable engineers to move quickly, iterate, and build services.” “In 2016, Evernote began a major evolution of its hosting infrastructure,” Plasky shared. Garrett Plasky, Evernote’s SRE Manager, leads a team comprised of site reliability engineers, devops engineers, and system administrators who are responsible for the health of Evernote’s production service infrastructure-and ultimately, customer happiness. Understanding the Customer Journey Through Service-Level Objectives PagerDuty enables Evernote’s engineers to respond quickly to minimize customer impact of performance issues. With so many people dependent on the platform, Evernote must ensure high service availability-or risk having unhappy customers and subscription cancellations. Today, Evernote has over 220 million users across the globe, with 80 percent of them outside of the United States. Evernote is a cross-platform software-as-a-service application designed to help people be more productive by making it easier to take notes and manage information across web and mobile devices at all hours of the day.
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