História: Projeto C1: resolver uma situação difícil

Nível: C1

A difficult service outage

A checkout service began failing while a large campaign was sending traffic to the site. The incident lead coordinated the response: one engineer moved traffic while another updated the incident channel. So far, the service was available for some users, but the disruption created a serious business risk. The team applied a temporary rate limit to mitigate the immediate impact. Support reassured users with a short update that named the confirmed facts and the next check-in.

From response to prevention

After recovery, the team held a postmortem with engineering and support. They identified a missing alert and a gap in the handoff between the teams. The platform lead became the owner of a regression test for campaign traffic. The test would run before Friday and be reviewed after the next campaign. The outage became a prevention plan because coordination, support and follow-up were connected.

Notas de vocabulário

• mitigate — reduzir o impacto de um problema
• owner — pessoa responsável por executar uma ação
• follow-up — contato ou revisão posterior