I keep seeing articles targeted towards CIOs explaining how cloud will eliminate their ops problems. At the same time, I keep hearing stories about how an outage would've been worse if that ex-BigCo SRE hadn't been around to debug or call his BigCo buddy signal boost the issue.
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same We had a completely useless outsourced support and finally after months of complaining and escalations we got assigned an engineer that handles our cases and they started to resolve.
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Apparently Google only hires those people who're able to invert binary trees other than the ones who could solve REAL problems.
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Yeap, that happen in other vendor as well, turn out need customer to give a hint about what they need to check to fix it, and they eventually realized someone push new code and they rolled back, after 6 hours troubleshooting
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like with the rest of their products - if a feature isn't covered by automatic tests and monitoring then you are out of your luck; all because they don't keep support contacts.
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