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Good response from DO, but this line jumps out at me. > Responses to account locks were not prioritized differently from a ticket management standpoint to be a
by caffeinewriter 7y ago
Good response from DO, but this line jumps out at me.
> Responses to account locks were not prioritized differently from a ticket management standpoint to be above less severe tickets.
That's arguably the biggest failure, IMO. The fact that an action which locks/terminates an account is not prioritized any different than a general ticket is pretty jaw-dropping, and I'm glad they're going to change that.
- bcooks 7y agoYeah... that one was painful and we are fixing it. At least if the priority placed this at the top of the queue we could have acted faster. Probably the same outcome due to the other issues involved in this incident though.
- caffeinewriter 7y agoI appreciate all your transparency and engagement on this issue. It probably would have had the same outcome, yes, but potentially resolved much more quickly. Regardless, the fact that you're fixing it is music to my ears.