You're a Dev and trying to convince your commercial leaders to buy tooling to support your incident management processes?
This can be quite hard, as commercial leaders often know very little about it. This short article is meant to give you some arguments that "count" for commercial leaders - let me know if it helps your case!
🙈 Back when I was a Managing Director, I first didn’t know anything about on-call rotations or incident management tools. And I wasn’t alone — many of my peers in commercial leadership had never thought about it either.
But here’s the reality: Incidents impact revenue. They affect customer trust, retention, and ultimately, the bottom line.
Too often, incident response is seen as a purely technical problem. It’s not. Leaders in sales, customer success, and operations should be asking:
🚨 How do incidents affect our SLAs and renewals?
📉 How much revenue do we lose per hour of downtime?
💰 Are we investing in the right tools to minimize impact?
Take MTTA (Mean Time to Acknowledge) — the time it takes for an engineer to respond when an incident occurs. If no one sees the alert or it gets buried in Slack, minutes (or hours) can pass before action is taken. That’s time customers are experiencing issues, support tickets are piling up, and churn risk is increasing.
Modern on-call tools minimize MTTA by ensuring the right person is notified immediately - whether through automated escalation, push notifications, or SMS. Faster acknowledgment means faster resolution, less downtime, fewer frustrated customers, and more revenue.
Incident management isn’t just about fixing problems — it’s about protecting revenue and keeping customers happy. If you’re a commercial leader, it’s time to ask:
How does your company handle incidents? And how does that impact your bottom line?
Thought this was interesting? Check our my post on our blog for more details!