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It’s amazing. We cannot even submit a support ticket, because they require you to login and the incident is on the authentication path. You think such a company

by fside 1y ago

It’s amazing. We cannot even submit a support ticket, because they require you to login and the incident is on the authentication path. You think such a company wouldn’t introduce a circular dependency at such a critical path…

Nextgrid 1y ago
Counterpoint: what's the point of submitting a ticket in this case? With an incident of such magnitude, do you think they don't know?
- joeldrapper 1y ago
  With no updates to their status page or social media accounts, it’s possible they don’t know.
- fside 1y ago
  Well, we have realized the issue like 1 hr before they shared anything in their pages. That 1 hour feels forever. Essentially, I want my problem to be acknowledged from a service provider which they failed to do so in their status page.
- ojame 1y ago
  It's also a good paper-trail if you have an SLA. Pointing to a ticket saying "this is when we knew" makes time calculation for compensation very trivial and transparent. Of course if your salesforce account manager is like most, they don't need such "evidence" but in the past it has helped me.
  - tough 1y ago
    wouldn't any email suffice in such a case as proof?
- sleepyhead 1y ago
  Their EU region was down for 8 hours last November and it took 2 hours before they were aware of it so submitting a ticket is definitively worth while. I'm suspecting their monitoring is not good enough.
  - jrochkind1 1y ago
    They are definitely aware of it, although the status page is having trouble loading, you should get it eventually. If their triage system is good than overwhelming them with duplicate non-specific "things are wonky" error reports might not hurt, but it def doesn't help. https://status.heroku.com/incidents/2822 https://status.heroku.com/incidents/2822 Update Heroku continues to investigate and remediate an issue with intermittent outages. Posted 3 hours ago, Jun 10, 2025 14:20 UTC Issue Beginning at 06:03 UTC, Heroku is having intermittent outages which are currently being investigated. Posted 4 hours ago, Jun 10, 2025 13:07 UTC Investigating Engineers are continuing to investigate an issue accessing Heroku services. Posted 4 hours ago, Jun 10, 2025 12:58 UTC Investigating Engineers are continuing to investigate an issue accessing Heroku services. Posted 8 hours ago, Jun 10, 2025 09:19 UTC Investigating Engineers are investigating an issue with the Heroku platform. Posted 9 hours ago, Jun 10, 2025 08:04 UTC

by fside 1y ago

Nextgrid 1y ago

Counterpoint: what's the point of submitting a ticket in this case? With an incident of such magnitude, do you think they don't know?

joeldrapper 1y ago
With no updates to their status page or social media accounts, it’s possible they don’t know.
fside 1y ago
Well, we have realized the issue like 1 hr before they shared anything in their pages. That 1 hour feels forever. Essentially, I want my problem to be acknowledged from a service provider which they failed to do so in their status page.
ojame 1y ago
It's also a good paper-trail if you have an SLA. Pointing to a ticket saying "this is when we knew" makes time calculation for compensation very trivial and transparent. Of course if your salesforce account manager is like most, they don't need such "evidence" but in the past it has helped me.
- tough 1y ago
  wouldn't any email suffice in such a case as proof?
sleepyhead 1y ago
Their EU region was down for 8 hours last November and it took 2 hours before they were aware of it so submitting a ticket is definitively worth while. I'm suspecting their monitoring is not good enough.
- jrochkind1 1y ago
  They are definitely aware of it, although the status page is having trouble loading, you should get it eventually. If their triage system is good than overwhelming them with duplicate non-specific "things are wonky" error reports might not hurt, but it def doesn't help. https://status.heroku.com/incidents/2822 https://status.heroku.com/incidents/2822 Update Heroku continues to investigate and remediate an issue with intermittent outages. Posted 3 hours ago, Jun 10, 2025 14:20 UTC Issue Beginning at 06:03 UTC, Heroku is having intermittent outages which are currently being investigated. Posted 4 hours ago, Jun 10, 2025 13:07 UTC Investigating Engineers are continuing to investigate an issue accessing Heroku services. Posted 4 hours ago, Jun 10, 2025 12:58 UTC Investigating Engineers are continuing to investigate an issue accessing Heroku services. Posted 8 hours ago, Jun 10, 2025 09:19 UTC Investigating Engineers are investigating an issue with the Heroku platform. Posted 9 hours ago, Jun 10, 2025 08:04 UTC