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Do you truly believe that the turnaround time for you contacting support, speaking to a first-tier support agent, having the request escalated to engineering, h

Do you truly believe that the turnaround time for you contacting support, speaking to a first-tier support agent, having the request escalated to engineering, having a support engineer triaging it to the right team, and finally having the report being gauged so urgent that it pages the oncall for that team, is faster than automated infrastructure monitoring that the teams already have? For something as core as DNS, I'm sure engineers were aware about the issue within minutes. There's a lot of politics and processes between that and public acknowledgment of an incident.

denysvitali 3y ago
The timeline doesn't mention any internal monitor system but "external reports". What I want as an engineer is an engineering contact (similar to a NOC) that "normal customers" aren't aware of. Something as critical as DNS should have that - but maybe I expect too much from a free service.
hackmiester 3y ago
But you are sure of this, even though there were no indications in that direction, and several in the opposite.