{"id":27491,"date":"2022-05-25T17:11:27","date_gmt":"2022-05-25T16:11:27","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=27491"},"modified":"2023-06-20T19:18:29","modified_gmt":"2023-06-20T18:18:29","slug":"intercom-for-enterprise-infrastructure-and-scale","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/intercom-for-enterprise-infrastructure-and-scale\/","title":{"rendered":"How our infrastructure scales alongside our customers"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">At Intercom, we&#8217;re serious about delivering the best customer experience. We have truly global ambitions to bring our mission of making internet business personal to the biggest enterprise customers across the world.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This ambition is reflected in the way we design and build the infrastructure that supports the Intercom platform. We are building for the long term \u2013 that means ensuring reliability by default, and the ability to accommodate massive scale as we grow.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Intercom has been growing, and will only continue to do so \u2013 many of our longest standing customers have evolved with us over the years. As these existing customers have grown, and we\u2019ve welcomed bigger and bigger customers, we\u2019ve always focused on saying yes to scale.\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-four\"><p>This is the third post in a <a href=\"https:\/\/www.intercom.com\/blog\/intercom-for-enterprise\">series<\/a> exploring the ways Intercom has scaled key functions to support the needs of enterprise customers.<\/p><\/blockquote>\n<h2 id=\"were-growing-alongside-our-customers\">We\u2019re growing alongside our customers<\/h2>\n<ul>\n<li><span style=\"font-weight: 400;\">You want to serve multiple millions of active users. Can Intercom do that?<\/span><\/li>\n<li><span style=\"font-weight: 400;\">You need to store multiple millions of user records. Can Intercom do that?<\/span><\/li>\n<li><span style=\"font-weight: 400;\">You have many thousands of active agents who want action in your workspace. Can Intercom handle that?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Yes to all the above.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Today, our systems dynamically scale to serve about 50,000 web requests per second at peak, 26,000 background jobs per second, and 11,000 public API requests per second \u2013 demonstrating our ability to continuously scale to meet the requirements of modern enterprises.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We want to match your ambitions. That means being able to accommodate huge workloads in a reliable and performant manner, and continuously expanding them as our customers grow with us. We want to truly partner with our customers to ensure we are solving their problems, at scale, for the long term.\u00a0<\/span><\/p>\n<h2 id=\"at-intercom-we-aim-to-run-less-software\"><span style=\"font-weight: 400;\">At Intercom, we aim to run less software<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">We exclusively build on top of a very small set of core technologies. This allows us to develop <\/span><a href=\"https:\/\/www.intercom.com\/blog\/core-technologies-team\/\"><span style=\"font-weight: 400;\">teams of deep domain experts<\/span><\/a><span style=\"font-weight: 400;\"> to support and enable product engineers as they build the next generation of Intercom, and provide world class observability tooling, scaling, reliability, and secure-by-default build patterns.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Our tooling allows for high availability<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">We work exclusively with AWS as our cloud services provider and currently provide data hosting offerings in three different global regions \u2013 US, EU, and Australia \u2013 each architected across multiple availability zones for high availability.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Our teammate app is an <\/span><a href=\"https:\/\/emberjs.com\/\"><span style=\"font-weight: 400;\">Ember.js<\/span><\/a><span style=\"font-weight: 400;\"> frontend backed by a <\/span><a href=\"https:\/\/rubyonrails.org\/\"><span style=\"font-weight: 400;\">Ruby on Rails<\/span><\/a><span style=\"font-weight: 400;\"> monolith. The Rails application is the core of Intercom and what we deploy to thousands of web, API, and asynchronous workers on dedicated per-function clusters.\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cEach year on Black Friday, as many of our customers hit their busiest period, our infrastructure scales to match without human intervention\u201d<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">These clusters automatically scale to service customer requests as we go through the peaks and troughs of customer traffic each day. For example, each year on Black Friday, as many of our customers hit their busiest period, our infrastructure scales to match without human intervention.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Our observability tooling allows us to closely monitor how we\u2019re serving traffic<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Our <a href=\"https:\/\/www.intercom.com\/blog\/engineering-observability\/\">observability tooling<\/a> ensures we have our finger on the pulse with how efficiently and effectively we are serving traffic on a per-customer basis. We also partner closely with AWS on new technologies and approaches designed to future proof our rapid growth.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In addition to standard metrics and logging, our Rails monolith is auto-instrumented with high-quality, attribute-rich, traces. This allows engineers to observe production without the need to write any additional code.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Our observability pipeline is based on <\/span><a href=\"https:\/\/docs.honeycomb.io\/manage-data-volume\/refinery\/\"><span style=\"font-weight: 400;\">Honeycomb Refinery<\/span><\/a><span style=\"font-weight: 400;\"> and dynamically samples valuable requests to retain interesting traces (e.g. a customer-facing error) by default. We also have the ability to configure custom rules for full sampling control.\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cWe support 100% retention to give engineers all the data they need as we build out new features or debug production issues\u201d<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">Crucially, for the most valuable transactions, we support 100% retention to give engineers all the data they need as we build out new features or debug production issues. Additionally, as we tag all traces with the customer ID of the request originator, we can deep dive into how any of our customers are experiencing Intercom.<\/span><\/p>\n<h2 id=\"different-datastores-allow-for-optimization-across-various-use-cases\"><span style=\"font-weight: 400;\">Different datastores allow for optimization across various use cases<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">We run several different types of datastore to support our various data read and write requirements across the applications:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/aws.amazon.com\/rds\/aurora\/\"><span style=\"font-weight: 400;\">AWS Aurora MySQL<\/span><\/a><span style=\"font-weight: 400;\">: Our source of truth datastores are largely built on top of AWS Aurora MySQL. As part of our initial scaling, we sharded the databases by function.\u00a0<\/span><span style=\"font-weight: 400;\">Once individual database clusters grew to the largest instances AWS Aurora provided, we kicked off a program to build out per customer databases that reside on multiple clusters of smaller database clusters, which we can now scale both horizontally and vertically. This work <\/span><a href=\"https:\/\/www.intercom.com\/blog\/database-architecture-sharding-project\/\"><span style=\"font-weight: 400;\">was completed in early 2020<\/span><\/a><span style=\"font-weight: 400;\"> and the architecture allows us to scale our largest tables indefinitely.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/aws.amazon.com\/elasticache\/\"><span style=\"font-weight: 400;\">Elasticache<\/span><\/a><span style=\"font-weight: 400;\">: In front of our databases we have a <\/span><a href=\"https:\/\/memcached.org\/\"><span style=\"font-weight: 400;\">memcached<\/span><\/a><span style=\"font-weight: 400;\"> caching layer built on top of Elasticache.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/aws.amazon.com\/dynamodb\/\"><span style=\"font-weight: 400;\">DynamoDB<\/span><\/a><span style=\"font-weight: 400;\">: We use DynamoDB sparingly <\/span><a href=\"https:\/\/www.intercom.com\/blog\/updating-our-user-storage\/\"><span style=\"font-weight: 400;\">for very high read and write use cases<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/li>\n<\/ul>\n<h2 id=\"search-is-an-indispensable-part-of-intercom\"><span style=\"font-weight: 400;\">Search is an indispensable part of Intercom<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Search underpins a whole host of core Intercom features \u2013 <\/span><a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/4323882-see-a-custom-list-of-conversations-in-real-time-with-inbox-views\"><span style=\"font-weight: 400;\">Inbox Views<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a href=\"https:\/\/developers.intercom.com\/intercom-api-reference\/reference\"><span style=\"font-weight: 400;\">API<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a href=\"https:\/\/www.intercom.com\/blog\/articles\"><span style=\"font-weight: 400;\">Articles<\/span><\/a><span style=\"font-weight: 400;\">, the user list, <\/span><a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3458713-outbound-home-of-messages-product-tours-custom-bots-mobile-carousels\"><span style=\"font-weight: 400;\">Outbound<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a href=\"https:\/\/www.intercom.com\/blog\/announcing-conversation-topics-custom-reports\/\"><span style=\"font-weight: 400;\">Reporting<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a href=\"https:\/\/www.intercom.com\/blog\/campaign\/resolution-bot\"><span style=\"font-weight: 400;\">Resolution Bot<\/span><\/a><span style=\"font-weight: 400;\">, and our internal logging systems.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Search is largely powered by many per-function <\/span><a href=\"https:\/\/www.elastic.co\/\"><span style=\"font-weight: 400;\">Elasticsearch<\/span><\/a><span style=\"font-weight: 400;\"> clusters. We&#8217;ve built <\/span><a href=\"https:\/\/www.intercom.com\/blog\/building-elasticsearch-at-intercom\/\"><span style=\"font-weight: 400;\">many tools<\/span><\/a><span style=\"font-weight: 400;\"> that automate Elasticsearch\u2019s most laborious tasks including security patching, upgrading, and replacing degraded hardware. We\u2019ve also built tooling that allows us to run migrations (in a similar way to MySQL) against indices.\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cOur global infrastructure is designed to serve hundreds of thousands of companies, big and small\u201d<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">As well as improving our engineers\u2019 ability to iterate on the indices schema at scale, it allows us to break down large indices into smaller indices that are easier to manage and provide a higher performance and stability.\u00a0<\/span><span style=\"font-weight: 400;\">It also gives us a further dimension where we can scale our Elasticsearch clusters. Like our MySQL sharding approach, this gives us many years of scaling runway.\u00a0<\/span><\/p>\n<h2 id=\"intercoms-global-infrastructure-is-built-for-internet-scale\"><span style=\"font-weight: 400;\">Intercom\u2019s global infrastructure is built for internet scale<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Our global infrastructure is designed to serve hundreds of thousands of companies, big and small, and t<\/span><span style=\"font-weight: 400;\">he rigor we apply to managing our infrastructure operations ensures things run smoothly. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">When roadmapping, scaling is a key input that every team considers. <\/span><span style=\"font-weight: 400;\">Our regular operational reviews are contributed to by experts at multiple levels across our backend teams where we assess infrastructure metrics and review capacity requirements.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We work hard and smart to keep it that way, and that\u2019s why our customers trust us &#8211; from the smallest startups to the world\u2019s biggest enterprises.<\/span><\/p>\n<p class=\"inline-cta-quote\"><a href=\"https:\/\/www.intercom.com\/blog\/intercom-for-enterprise\" target=\"_blank\" rel=\"noopener\">Discover other posts in the Intercom for Enterprise series<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>We have truly global ambitions to bring our mission of making internet business personal to the biggest enterprise customers across the world. That means ensuring reliability by default, and the ability to accommodate massive scale as we grow.\u00a0\u00a0<\/p>\n","protected":false},"author":508,"featured_media":27668,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[12898],"tags":[329,25000,524],"coauthors":[24978],"class_list":["post-27491","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-engineering","tag-infrastructure","tag-intercom-for-enterprise","tag-scaling"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How Intercom&#039;s infrastructure scales alongside our customers<\/title>\n<meta name=\"description\" content=\"We are building for the long term \u2013 that means ensuring reliability by default, and the ability 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