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As someone who works for Government and Enterprise - all I care about sometimes is how a company behaves when everything goes wrong. The issue with outages for
by laurencei 8y ago
As someone who works for Government and Enterprise - all I care about sometimes is how a company behaves when everything goes wrong.
The issue with outages for the Government organizations I have dealt with is rarely the outage itself - but strong communication about what is occurring and realistic approximate ETAs, or options around mitigation.
Being able to tell the Directors/Senior managers that issues have been "escalated" and providing regular updates are critical.
If all I could say was a "support ticket" was logged, and we are waiting on a reply (hours later) - I guarantee the conversation after the outage is going to be about moving to another solution provider with strong SLAs.
- donedealomg 8y agoJust move to AWS, AWS support is strong. Google thinks all their customers are idiots and that their AI can handle everything.
- totallyashill 8y agoVery similar thing at our office. Considering the scale of which we run things, any outage could be a potential loss of millions _every minute_. Sure, we use support tickets with vendors for small things. Console button bugging out, etc. But for large incidents, every vendor has a representative within an hour driving distance and will be called into a room with our engineers to fix the problem. This kind of outage, with zero communication, means the dropping of a contract. Communication is critical for trust, especially if we're running a business off it.
- y4mi 8y agoGoing single cloud on that scale is simply irresponsible though. You need failovers to different providers and hopefully also have your hardware for general workloads And suddenly the CEO doesn't care anymore if one of your potential failovers is behaving flaky in specific circumstances Not saying it's good as it is.. communication as a saas provider is - as you said- one is the most important things... But this specific issue was not as bad as some people insinuate in this thread
- softawre 8y agoAgree, if we are really talking about millions per minute (woah), then you can afford to failover to AWS.
- user5994461 8y agoAs a government or large enterprise, you should get a support contract with the provider and have a dedicated support to contact. Don't get it wrong. AWS is the exact same thing as Google. All you will is log a ticket and receive an automated ack by the next day.
- Cort3z 8y agoYou are incorrect about aws. If your pay for business support, and something is happening to your production environment, they are on a call with you in less than an hour.
- user5994461 8y agoHow could I be incorrect when that's exactly what I said? You gotta pay for a support contract to have any meaningful support.
- Scriptor 8y agoYou also said that all you would get was an "automated ack". This seems to not be the case if aws provides an on-call support engineer.
- joshuamorton 8y agoI think the point is that that only happens if you have a contract. With GCP you can also get an oncall support engineer if you're large enough.
- qbaqbaqba 8y agoUse AWS and government "region".