Kesha Mykhailov

At Intercom, shipping is our heartbeat. We push code to production hundreds of times a day. Engineers, engineering managers, designers, and PMs all contribute to this, safely. The average time from merging code to it running in production is 12 minutes. We’ve long held a belief that might sound counterintuitive: speed is not the enemy of safety. It’s a prerequisite for it. Accumulating code creates risk. Shipping small batches minimizes it.

This post was written by Kesha Mykhailov, Senior Product Engineer at Intercom. At Intercom, we focus on customer experience above all—our service’s availability and performance is our top priority. That requires a strong culture of observability across our teams and systems. As a result, we invest a lot in the reliability of our application. But unpredictable failures are inevitable, and when they happen it’s humans that fix them.