10 hours isn't too bad when dealing with a giant organization. Often problems cut across teams and services, and troubleshooting then liaising and ultimately getting a remediation action through (which might involve producing, testing and releasing a patch) all takes up time. Sometimes things blow out to weeks!
Personally, my last AWS Support ticket was pertaining to Lambdas and I got a very good answer. I was impressed.
It's important I think to appreciate working in support is difficult work, every single day is a customer with their own urgent problem. When urgency is the norm, it's not urgent. And heart? It can be soul sucking work.
In my observation support takes the brunt of the rest of the orgs shortcomings, bad releases, deprecated features, etc, drive customers towards you in unfortunate circumstances. Sometimes there's a whole waterfall of shit raining down on you, and it ain't your fault, and there's nothing you can do or could have done.
And to add insult to injury, you're normally at the bottom of the org pecking order.
As I say, difficult work. I salute all those who do it!
We have SLAs which pay well but incur fines; we pick the hosting partners so we cannot exclude them as ‘act of god’ or something when they go down or something, like this, happens because of them. 10 hours is a bizarre amount of time and would be very costly for many reasons.
10 hours is too much time. Time is money, we deal with time sensitive business. If people are not able to process transactions how are their users able to do their daily activities. Money was definitely lost once the Finance team analyse the situation
You're not paying for the support you're expecting. This was an oversight on your part to vent on HN instead of upgrading to the Business tier the past however many hours your systems have been down. You can face the same suspension issue with any cloud provider. A painful, but necessary lesson it seems.
Personally, my last AWS Support ticket was pertaining to Lambdas and I got a very good answer. I was impressed.
It's important I think to appreciate working in support is difficult work, every single day is a customer with their own urgent problem. When urgency is the norm, it's not urgent. And heart? It can be soul sucking work.
In my observation support takes the brunt of the rest of the orgs shortcomings, bad releases, deprecated features, etc, drive customers towards you in unfortunate circumstances. Sometimes there's a whole waterfall of shit raining down on you, and it ain't your fault, and there's nothing you can do or could have done.
And to add insult to injury, you're normally at the bottom of the org pecking order.
As I say, difficult work. I salute all those who do it!