4 ms·

sorry you have had a bad experience. Do you mind sharing what could be improved? disclaimer: I am one of the core network engineers and my opinions expressed h

sorry you have had a bad experience. Do you mind sharing what could be improved? disclaimer: I am one of the core network engineers and my opinions expressed here are my own and not official statements

Operyl 9y ago
When you say there’s going to be four minutes of network outage in a four hour window, I relay that to our clients. It seems to consistently push into 30 minutes. Just say 30 minutes up front and it’ll be daisy. Also, it seems like I have to pull out teeth when I have a VSI go down because of host (dom0) failure. When I call in, I literally have to argue with the support engineer that the machine is down so he doesn’t waste 30 minutes of everyone’s time to “debug” what I already know to be true (I.e. if I can’t trigger a force restart on the VSI from control or API, and the VSI is down, and “KVM” to it is down, just fucking trust me and escalate). Also, why the hell cant a ticket auto open for that, or even just a manual “open tickets to all accounts affected” button. There’s zero communication with customers, compare that to Google Cloud or the much smaller Linode. It’s really pathetic. My list of grievances can go on and on. My current one is “why did you all bother migrating us all to hardware supposedly capable of live migration, just to not use it and tell me the earlier migrated machines need to be migrated again because you all used me as a guinea pig before putting them on LTS machines!” EDIT: also, since this is your domain, what exactly has been happening in lon/ams with networking? SoftLayer used to pride itself with its network, but it feels subpar at best now.
- deleted 9y ago
  [deleted]
- solotronics 9y ago
  in your opinion would it be better to overestimate as a precaution? I think people generally tend to naturally estimate a scenario where things go as planned and present that. About lon02 we are actually currently going through a migration to new routers and there was some possible impact communicated to customers. Many apologies it didn't go as smoothly as hoped.
  - Operyl 9y ago
    And AMS? It feels just like it’s constantly something or another. I have hundreds of emails for “events” that can sometimes be hard to constantly sift through too. Feels like we need to hire someone to babysit that.

Operyl 9y ago

When you say there’s going to be four minutes of network outage in a four hour window, I relay that to our clients. It seems to consistently push into 30 minutes. Just say 30 minutes up front and it’ll be daisy. Also, it seems like I have to pull out teeth when I have a VSI go down because of host (dom0) failure. When I call in, I literally have to argue with the support engineer that the machine is down so he doesn’t waste 30 minutes of everyone’s time to “debug” what I already know to be true (I.e. if I can’t trigger a force restart on the VSI from control or API, and the VSI is down, and “KVM” to it is down, just fucking trust me and escalate). Also, why the hell cant a ticket auto open for that, or even just a manual “open tickets to all accounts affected” button. There’s zero communication with customers, compare that to Google Cloud or the much smaller Linode. It’s really pathetic. My list of grievances can go on and on. My current one is “why did you all bother migrating us all to hardware supposedly capable of live migration, just to not use it and tell me the earlier migrated machines need to be migrated again because you all used me as a guinea pig before putting them on LTS machines!” EDIT: also, since this is your domain, what exactly has been happening in lon/ams with networking? SoftLayer used to pride itself with its network, but it feels subpar at best now.

deleted 9y ago
[deleted]
solotronics 9y ago
in your opinion would it be better to overestimate as a precaution? I think people generally tend to naturally estimate a scenario where things go as planned and present that. About lon02 we are actually currently going through a migration to new routers and there was some possible impact communicated to customers. Many apologies it didn't go as smoothly as hoped.
- Operyl 9y ago
  And AMS? It feels just like it’s constantly something or another. I have hundreds of emails for “events” that can sometimes be hard to constantly sift through too. Feels like we need to hire someone to babysit that.