Ensuring Resiliency For Engineering

Twilio's February 2021 service disruption highlighted the importance of ensuring resiliency in engineering, with a broad set of Twilio products impacted by an internal service failure that led to increased server capacity and caching measures being implemented to reduce load on critical services. The company has completed 32 technical improvements since then, including reconfiguring auto-scaling behavior, removing critical paths, and reducing request timeouts, as well as improving deployment tooling and on-call runbooks for better management of server fleet capacity. Additionally, Twilio has published its Software Change Management process and will be publishing updated Business Continuity and Disaster Recovery plans later this month, with ongoing initiatives aimed at continuously identifying and mitigating risks and introducing new standardized incident management tooling and processes.