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Interesting, my anecdotes come from other people IRL... Not sure why there is this inconsistency, perhaps it depends on the type of issue.

by tomxor 5y ago

xyzzy123 5y ago
Yeah now that I think about it, it's going to be hard to generalise because experience will depend on the type of issues. Ok, here goes for me: Limit increases: looked automated?, person might get involved if automation can't approve. Stuff outside the control plane (e.g. how do I install nginx on this?): - no idea, never asked those questions, don't expect they'd hold your hand much unless you're spending a lot. Maybe they'll send you a link. Something broken with AWS in general: usually not timely responses but path here is to use PHD (personal health dashboard). Something broken with AWS in my account: occasionally stuff inside AWS gets "stuck". I've had issues with CloudFormation, CloudFront, Custom Domain Names and ACM certs - when I was creating / destroying these things lots of times in integration tests. I generally got timely response for these and eventually the issue stopped happening.
- tomxor 5y ago
  > Something broken with AWS in general: usually not timely responses but path here is to use PHD (personal health dashboard). Ah, I think this is the type of issue i've heard of where you hit a wall on AWS. In my experience with Linode when there has been infra issues they are very open if pushed, which is useful because sometimes there are ways you can mitigate it if you understand what's going on... they will also pre-emptively open a ticket with your account in case you want to discuss it, most of the time these resolve themselves, but you can dig if you have concerns. e.g one time we had a few VPSs go through a vague "physical host failure" migration unusually close in time, so I asked if there was anything going on with hypervisor bugs (turns out there was a regression) and whether we could pre-emptively migrate stuff to patched hosts on our own terms rather than wait for it to be randomly picked - and they just opened up, explained what was going on and helped us schedule our other VPSs. > Stuff outside the control plane (e.g. how do I install nginx on this?): - no idea, never asked those questions Me neither, it's usually Linode specific support I use, they also have extended paid support for that type of stuff and I've never used it but it's there for people who need it.

Interesting, my anecdotes come from other people IRL... Not sure why there is this inconsistency, perhaps it depends on the type of issue.

by tomxor 5y ago

Interesting, my anecdotes come from other people IRL... Not sure why there is this inconsistency, perhaps it depends on the type of issue.

xyzzy123 5y ago

Yeah now that I think about it, it's going to be hard to generalise because experience will depend on the type of issues. Ok, here goes for me: Limit increases: looked automated?, person might get involved if automation can't approve. Stuff outside the control plane (e.g. how do I install nginx on this?): - no idea, never asked those questions, don't expect they'd hold your hand much unless you're spending a lot. Maybe they'll send you a link. Something broken with AWS in general: usually not timely responses but path here is to use PHD (personal health dashboard). Something broken with AWS in my account: occasionally stuff inside AWS gets "stuck". I've had issues with CloudFormation, CloudFront, Custom Domain Names and ACM certs - when I was creating / destroying these things lots of times in integration tests. I generally got timely response for these and eventually the issue stopped happening.

tomxor 5y ago
> Something broken with AWS in general: usually not timely responses but path here is to use PHD (personal health dashboard). Ah, I think this is the type of issue i've heard of where you hit a wall on AWS. In my experience with Linode when there has been infra issues they are very open if pushed, which is useful because sometimes there are ways you can mitigate it if you understand what's going on... they will also pre-emptively open a ticket with your account in case you want to discuss it, most of the time these resolve themselves, but you can dig if you have concerns. e.g one time we had a few VPSs go through a vague "physical host failure" migration unusually close in time, so I asked if there was anything going on with hypervisor bugs (turns out there was a regression) and whether we could pre-emptively migrate stuff to patched hosts on our own terms rather than wait for it to be randomly picked - and they just opened up, explained what was going on and helped us schedule our other VPSs. > Stuff outside the control plane (e.g. how do I install nginx on this?): - no idea, never asked those questions Me neither, it's usually Linode specific support I use, they also have extended paid support for that type of stuff and I've never used it but it's there for people who need it.