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My company runs copies of all our internal services in air-gapped data centers for special customers. The operators are just people with security clearance who
by hamburglar 5y ago
My company runs copies of all our internal services in air-gapped data centers for special customers. The operators are just people with security clearance who have some technical skills. They have no special knowledge of our service inner workings. We (the dev team) aren’t allowed to see screenshots or get any data back. So yeah, I have done that sort of troubleshooting many times. It’s very reminiscent of helping your grandma set up her printer over the phone.
- touisteur 5y agoAnd this is why we should build our critical systems in a way that can be debugged on the phone... With your grandma.
- hamburglar 5y agoWe try to write our ops manuals in a way that my grandma could follow but we don’t always succeed. :)
- touisteur 5y agoFor all the hours I spent on the phone spelling grep, ls, cd, pwd, raging that we didn't keep nano instead of fucking vim (and I'm a vim person)... I could have stayed young and been solving real customer problems, not imperium-typing on a fucking keyboard with a 5s delay 'cause colleague is lost in the middle of nowhere and can't remember what file he just deleted and the system doesn't start anymore your software is fragile, just shite.