You unfortunately get what you pay for.
AWS is more expensive than God, but I'll be damned if you can't have a throat to choke in less than 10 minutes whenever something like this happens.
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AWS is more expensive than God, but I'll be damned if you can't have a throat to choke in less than 10 minutes whenever something like this happens.
That is a hell of generous description for a person who sits in your Slack instance and responds with "I have escalated to the team internally and am waiting to hear back on confirmation if this is an issue."
Moving a Level 1 support engineer closer to the customer doesn't give them more information, it just reduces the latency to getting a non-answer.
I recall an incident at my old company where we were under DDOS, it was getting through cloudflare and saturating LBs in some complicated manner (don't recall the exact details) which made it hard for us to fix ourselves. They were on the phone with us for hours, well past midnight their time, helping us sort it out. The downtime sucked, but I was certainly impressed with their truly excellent support.
"I'm in Hawaii on my honeymoon and my backup missed your call, so it escalated."
I probably wouldn't have answered the phone. Granted, that's why I don't do that job. But I have always had a real appreciation for the good TAMs ever since.
Opened a ticket and support had it back up again within about 10 minutes, turned out to be a failed CPU fan which caused an overheat condition and made it so the system wouldn't complete the boot. They swapped the fan and it came up. It's the only failure I've had in years of dealing with them and was just impressed how quickly a physical failure event like that got handled.
Datacenters in my country usually had some rooms with tower servers 20 years ago here, well my first colo was for the tower server I brought in the large backpack:-). But density requirements, cold/hot aisles etc. prevailed and towers are generally considered inefficient for the datacenter purposes.
And then you have Hetzner datacenter that probably all people running DCs I know would ridicule, but they would not be able to respond to fan replacement at the same time. I wonder how many rack server chassis are recycled each year because the manufacturer just won't let you reuse them with new motherboard, power supply due to new shape, design, ports placement etc.
It just means one single person (at the vendor) who you can complain to, or raise an issue with.