The worst SEV calls are the one where you twiddle your thumbs waiting for a support rep to drop a crumb of information about the provider outage.
You wake up. It's not your fault. You're helpless to solve it.
The worst SEV calls are the one where you twiddle your thumbs waiting for a support rep to drop a crumb of information about the provider outage.
You wake up. It's not your fault. You're helpless to solve it.
Not when that provider is AWS and the outage is hitting news websites. You share the link to AWS being down and go back to sleep.
News is one thing, if the app/service down impacts revenue, safety or security you won't be getting any sleep AWS or not.
No. You sit on the call and wait to restore your service to your users. There’s bullshit toil in disabling scale in as the outage gets longer.
Eventually, AWS has a VP of something dial in to your call to apologize. They’re unprepared and offer no new information. The get handed to a side call for executive bullshit.
AWS comes back. Your support rep only vaguely knows what’s going on. Your system serves some errors but digs out.
Then you go to sleep.