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> Saying "check back in 2 hours" isn't useful. Having worked for a cloud provider, the reason they are saying that is because they are actively working to unde
by mrep 8y ago
> Saying "check back in 2 hours" isn't useful.
Having worked for a cloud provider, the reason they are saying that is because they are actively working to understand and fix the problem but haven't come to a well resound solution and thus they cannot give you a decent time estimate because you will probably get even more mad if they under/over estimate the time it took to fix it.
- partiallypro 8y agoExactly, this happens even in just a normal production failure. I don't know what else they could have said/communicated. Not to mention this is the 7th largest data center in the world, resolving the problem likely took/is taking a long long time just because there are so many machines. I was lucky that the only outage effect I've suffered from is that my storage is locked, which means I can't add new file/edit code in production...but that's much better than it being down completely. My databases are geo-redundant, so that was a blessing today.
- dmarlow 8y agoWere you able to perform operations given ARM services were down? Were you using your secondary DB for read-only or did you fail-over some other way?
- distortedsignal 8y agoHow often do we do this for our customers? Honestly, if a customer wanted to know that much detail about my process, I would be quite bothered, and I suspect most people would be as well. Wait for the recap, everything will become clear then. You don't need to know everything in the moment.
- dmarlow 8y agoI'm not asking for every detail. It's horrible to wait 20 hours and counting for unknown reasons and to not have something to work towards. I only ask for more transparency is all. It's akin to waiting for surgery and the doctor saying "we're working on it". I don't want/need the details for the surgery, but tell me everything is ok, what comes next and give me some estimates to set expectations.
- dmarlow 8y agoIf they said this, "because they are actively working to understand and fix the problem but haven't come to a well resound solution and thus they cannot give you a decent time estimate because you will probably get even more mad if they under/over estimate the time it took to fix it." I would thank and applaud them. Tell me what it is you're doing at least. Why don't you understand the problem? What are you investigating? Some transparency goes a long way for me.
- Vinnl 8y agoI used to think like this too - e.g. I was happy when our national rail started announcing the cause of delays. But then a friend of mine was complaining that they did this, because he didn't want to be troubled with their internal problems - "just tell me what to do". When your customer's demands are so directly opposed, you're somewhat caught between a rock and a hard place.
- madmulita 8y agoYou can easily reflect both positions in your status page. Those who don't need to be bothered with the details can refrain from reading them.
- LeftTurnSignal 8y agoI really don't understand why everything has to be black or white with any of this stuff. All this would take to keep both sides happy is a little link with "more info" below it. Why things like this are so difficult, I will never understand.
- Vinnl 8y agoHmm yeah, I guess in this case that is true. Probably a matter of not having been in this situation often and thus not designed the status page that extensively.