[laz]

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.

[OccamsMirror]

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.

[sixdonuts]

News is one thing, if the app/service down impacts revenue, safety or security you won't be getting any sleep AWS or not.

[laz]

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.