Shit happens. Sometimes it happens because you screwed up, sometimes it happens because somebody else screwed up, and sometimes, well, it Just Happens. Relying on it not happening is a sucker’s bet — don’t go there, especially when it comes to software. Software will not, and can not, be defect free (•). A far, far better approach is to assume that it will happen, and set things up so that you can deal with the aftermath — limit the blast radius, clean up the detritus, fix the bug, deploy the update, compensate the afflicted, etc. And that, my friends, finally gets us to Incentives — the carrots and sticks — which ensure that all the parties are committed to, appropriately, dealing with the aftermath. The sticks, in this case, are “ the pain and suffering caused by the issue ”, and the carrots as “relief from this pain ”. The way to align incentives, is to make sure that that the people who can actually resolve an issue should feel pain from the iss...