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One Stop Shop for Incident Management
What do you like best about the product?
The integrations are a game changer. The tool pretty much can talk to every other tool out there. The FH team has created a one-stop shop for incident management.
What do you dislike about the product?
The UI can be a bit better. At the moment everything seems to be available and is kind of scattered all over the place. Sequencing and organizing with time will do wonders.
What problems is the product solving and how is that benefiting you?
Incident Management. We are able to bring together all teams and act quickly and responsively to incidents in real-time with minimal distractions. We are able to save time spent on process and use it to resolve incidents faster.
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Fairly positive, some bumps along the way
What do you like best about the product?
The Slack integration is excellent, especially now that it's shortened to `/fh`. It's much more conducive to use.
The automated reports on the retro are also excellent.
The automated reports on the retro are also excellent.
What do you dislike about the product?
Once the retro for an issue is published, you can't un-publish it to correct any errors or add items.
Adding the ability to un-publish or amend a retro would make it so you can solicit feedback async, as well as allow better collaboration with distributed teams.
Adding the ability to un-publish or amend a retro would make it so you can solicit feedback async, as well as allow better collaboration with distributed teams.
What problems is the product solving and how is that benefiting you?
Problems & benefits:
- Alerting for issues was not standard, FH has streamlined this
- Reporting on issues was easily lost or not done, also solved now that it's automated.
- Cadence for updating the status was inconsistent, also solved by automated slack reminders.
- Alerting for issues was not standard, FH has streamlined this
- Reporting on issues was easily lost or not done, also solved now that it's automated.
- Cadence for updating the status was inconsistent, also solved by automated slack reminders.
Firehydrant - incident management redefined
What do you like best about the product?
FireHydrant is essential to the practice of running software in production. When you chat with an engineer at a startup and ask what they do for their incident management process, everyone replies with some vague process centered around "starting a slack room, and hunting for that one confluence doc that we started when we had our first incident". FireHydrant brings structure to incident management and provides us with runbooks that are quickly executed, and action items to follow up on, and holds us accountable to what we've agreed upon as an engineering organization.
What do you dislike about the product?
In general, we have very few complaints around the experience, but I'd like to see more features built out around alerting and the service catalog as these are essential to all companies.
What problems is the product solving and how is that benefiting you?
Firehydrant has solved issues around having "too many cooks in the kitchen" and not enough communication around incidents. It clarifies roles such as an incident commander and assigns responsibilities to specific users. The benefits to this are a disciplined process in a domain generally rife with chaos.
Recommendations to others considering the product:
Firehydrant is chock full of features -- there's support for Kubernetes, Jira, an Events API, and CLI where you can submit custom events -- the other competitors in this industry are years behind in innovation.
A great tool that should be part of any SaaS company's platform.
What do you like best about the product?
FireHydrant is an easy-to-use tool with fantastic integrations that streamlines incident management and communication flow. It has helped our teams learn from incidents through its retrospective features and build trust with our stakeholders when issues arise.
What do you dislike about the product?
It's still a new product, and I'm looking forward to the improvements with ownership and analytics.
What problems is the product solving and how is that benefiting you?
FireHydrant has helped our company automate processes when incidents occur, helping uplevel our engineering, support, and account teams. It has also helped us improve our reliability by analyzing issues to focus on improvements that matter. We also use its analytics features to look at reliability in different parts of our apps objectively.
Flexible, powerful product that keeps getting better
What do you like best about the product?
Firehydrant Runbooks make orchestrating incident response intuitive - it's simple to construct complicated, multi-layer responses quickly. On top of this, the support from the Firehydrant team is superb - they're fast, knowledgeable, and always willing to take input on how to improve the product.
What do you dislike about the product?
There's little to dislike about the product or the people supporting and developing it! That said, there are a couple of basic features missing from the product (such as the ability to clone Runbooks!) that need to be added ASAP - I know the team are working hard to address these!
What problems is the product solving and how is that benefiting you?
Firehydrant gives us the ability to respond in a rapid, automated fashion to incidents. For example, whereas previously we might manually create communications channels, the tool does this automatically for us. Additionally, the ability to automate on-call team pages is potent and has enabled us to reduce further our time to act in response to incidents.
Streamlined our incident response patterns
What do you like best about the product?
FireHydrant runbooks! Runbooks allow me to tailor my incident response to cover various scenarios like internal incidents. It's not opinionated, so I don't have to follow what FireHydrant wants me to do. Instead, I have been able to incorporate my working processes and align them with a tool. Runbooks have also allowed me to introduce new processes over time, which has helped with improving my incident response work.
After runbooks, being able to generate timelines from incident channels has saved countless engineering hours.
After runbooks, being able to generate timelines from incident channels has saved countless engineering hours.
What do you dislike about the product?
Sometimes it's hard to tell how one of the integrations will work when deployed, though it's improved over time.
What problems is the product solving and how is that benefiting you?
Incident response processes were very manual and required staff to read over process documents, along with being primarily asynchronous training for incident handling. These factors created an inconsistent incident response when problems happened, like production outages. With FireHydrant, we were able to take those documents and turn them into runbook steps. An example is when we need to prompt incident commanders (IC) for updates, we provide them with a list of helpful actions. Before, it was necessary to have an IC remember steps or be better about updating the status. Notifying incident channels, using PagerDuty to notify our support engineers to help with customer messaging, and containing history in a retrospective have all been big benefits.
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