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Don't bother with Premium Support
Posted by: trogdoro
Posted on: Apr 21, 2011 10:34 AM
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FYI I just paid for premium support and am getting the same vague crap from them. I'll be asking for a refund. Save your money.
Permlink Replies: 25 | Pages: 2 - Last Post: Apr 22, 2011 8:06 AM by: srs100
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Re: Don't bother with Premium Support
Posted on: Apr 21, 2011 10:35 AM
in response to: trogdoro in response to: trogdoro
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Thanks for the info. I was considering joining Premium Support for more info, but will now hold off. I had been hoping that they could manually transfer a volume for me.
Re: Don't bother with Premium Support
Posted by: trogdoro
Posted on: Apr 21, 2011 10:37 AM
in response to: trogdoro in response to: trogdoro
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No prob. Wish someone would have posted this so it would have saved me the trouble. I'll try to add a reply here if this changes.
Re: Don't bother with Premium Support
Posted by: user528491
Posted on: Apr 21, 2011 10:44 AM
in response to: trogdoro in response to: trogdoro
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I woke up this morning and nothing is working. Good thing I'm just using AWS for school project, hope this thing doesn't crash on the day I need to do final presentations... but if trends keep continuing like this then the future of cloud computing seems murky. Loss of control, loss of ownership, loss of responsibility or accountability.. Ironically this is one of the things we recently covered in our cloud computing presentation at school. The cloud is just not reliable. SLAs and 99.99999999 sounds good on paper until things start not working... I really don't know how they got the 99.999999999 from cause it seems way more unreliable than that, just from the limited empirical observation I've personally had with this service. If the electric companies went out this often companies would think about having a bigger backup generator or going back to in-housing their electric power.
Re: Don't bother with Premium Support
Posted by: trogdoro
Posted on: Apr 21, 2011 11:08 AM
in response to: user528491 in response to: user528491
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Still absolutely nothing useful from Premium Support.
Re: Don't bother with Premium Support
Posted by: trogdoro
Posted on: Apr 21, 2011 11:29 AM
in response to: trogdoro in response to: trogdoro
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Still nothing.
Re: Don't bother with Premium Support
Posted by: user528491
Posted on: Apr 21, 2011 11:32 AM
in response to: trogdoro in response to: trogdoro
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So no one else can create new instances right now? Is it even possible to move AMI from East to West? (given the current situation)
Re: Don't bother with Premium Support
Posted by: Big Chief
Posted on: Apr 21, 2011 11:46 AM
in response to: trogdoro in response to: trogdoro
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trogdoro, if you would be so kind, "vague crap" regarding what? This East Coast outage, or other support issues? I'm curious. (In particular, I doubt ANYBODY can offer too much more than vague stuff at this time. I imagine panic, jobs on the line, etc., and public relations execs scambling around.)

I think some GUIDANCE would be of huge value to all, premium subcribers or otherwise, if there was any way they could provide it.

James
Re: Don't bother with Premium Support
Posted by: trogdoro
Posted on: Apr 21, 2011 11:55 AM
in response to: Big Chief in response to: Big Chief
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if you would be so kind, "vague crap" regarding what?

Regarding answers to all the questions I've asked. They include what I should do with my instance, whether it's ok to try to restart it, how to access my volume, whether they'll take a look at it, etc.

This East Coast outage, or other support issues?

The east coast outage re an ebs-backed instance.
Re: Don't bother with Premium Support
Posted by: israfil95
Posted on: Apr 21, 2011 12:14 PM
in response to: trogdoro in response to: trogdoro
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Here's what I've seen on my ~10 instances.

Some of them are running, but very slowly, esp when trying to do operations on EBS volumes.

Others can get rebooted, but other users are having issues when trying to reboot, as machines don't come back up.

I also have 6 instances that I stopped, and I can't get any of them to launch.

So. . .go get some ice cream and stay tuned. Don't touch anything ;-)
Re: Don't bother with Premium Support
Posted by: trogdoro
Posted on: Apr 21, 2011 12:38 PM
in response to: trogdoro in response to: trogdoro
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Still nothing...

In case you suspected (as I did) that only the premium support cases were being taken care of. (Since it sounds like they've been saying they've made progress on frozen volumes).

Not the case, I'm getting no help whatsoever, except for a single canned email response.
Re: Don't bother with Premium Support
Posted by: TiNA
Posted on: Apr 21, 2011 12:40 PM
in response to: user528491 in response to: user528491
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To be fair, there are just as many outages if not more when dealing with your own hardware and tech support.

We've been running EC2 boxes for a couple years now and this is the first issue we've had that has caused downtime for us.

I will say that Premium Support also failed us back when we were trying to diagnose an issue with a new EBS image that we were trying to get running.
Re: Don't bother with Premium Support
Posted by: ingenion
Posted on: Apr 21, 2011 1:13 PM
in response to: user528491 in response to: user528491
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@user528491

Where did you get those SLA figures from? There is an SLA for EC2 specifying 99.95% and S3 with 99.9% .

http://aws.amazon.com/ec2-sla/
http://aws.amazon.com/s3-sla/

HTH, ingenion
Re: Don't bother with Premium Support
Posted by: trogdoro
Posted on: Apr 21, 2011 1:26 PM
in response to: ingenion in response to: ingenion
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There is an SLA for EC2 specifying 99.95%

My site has been down since 6am EST (over 10 hours). This amounts to about 99.88% including a whole year, or much less for the calendar year so far (not sure how they count it).

However a 10% refund of hosting fees would go a very small way to conciliate my disappointed and angry customers.
Re: Don't bother with Premium Support
Posted by: trogdoro
Posted on: Apr 21, 2011 2:07 PM
in response to: trogdoro in response to: trogdoro
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Still nothing but canned bs responses and ignoring my questions from the Premium Support. Save your money.
Re: Don't bother with Premium Support
Posted by: trogdoro
Posted on: Apr 21, 2011 2:17 PM
in response to: trogdoro in response to: trogdoro
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Still absolute crap from them.
Re: Don't bother with Premium Support
Posted by: trogdoro
Posted on: Apr 21, 2011 3:11 PM
in response to: trogdoro in response to: trogdoro
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Still canned answers and ignoring of my questions, and status messages suggesting the problems are minimal.
Re: Don't bother with Premium Support
Posted by: caz10
Posted on: Apr 21, 2011 4:09 PM
in response to: trogdoro in response to: trogdoro
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We tried premium support for a while and eventually dropped it. The answers were almost always vague and something like "According to the System Log your instance started fine. We can't help you with anything else because we can't see into your instance." Frustrating and ultimately not worth it. Maybe there is more of a value add with non ec2/rds centric services.
Re: Don't bother with Premium Support
Posted by: ryandev00
Posted on: Apr 21, 2011 4:16 PM
in response to: trogdoro in response to: trogdoro
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I always though premium support was a joke. I like how they capitalize both first letters - "Premium Support" in every post and convey this sense of elitism to those who have it. "There is a problem in X availability zone. Premium Support members will of course be able to access information first"

What problems won't be answered in a reasonable time off the phone and on the forums? If it's a serious problem, it better get handled as fast for EVERY customer, not just Premium Support customers because they are so loyal with their monthly support payments. The whole notion of paid support is completely and utterly bullshit and I lose respect for any company that subscribes that.
Re: Don't bother with Premium Support
Posted by: trogdoro
Posted on: Apr 21, 2011 4:37 PM
in response to: ryandev00 in response to: ryandev00
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Finally got a call from them (a few minutes ago). The lady was very nice - she recommended I don't stop my instance (saying detaching won't help), but other than that didn't have any advice other than restore from a backup or wait.
Re: Don't bother with Premium Support
Posted by: trogdoro
Posted on: Apr 21, 2011 7:24 PM
in response to: trogdoro in response to: trogdoro
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Still 0 help other than a phone call saying to keep waiting.
Re: Don't bother with Premium Support
Posted by: whyaskagain
Posted on: Apr 21, 2011 8:25 PM
in response to: trogdoro in response to: trogdoro
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Premium Support is Paralyzed Support. We had them and canceled, saved us tons of money and missed on nothing. In fact, we've solved the issues with their own EC2Config services that their developers couldn't solve.

For anyone wondering what their Premium Support can and can't do. They can tell you what to do, but can't do anything themselves!!! If it is an instance that is down, they can tell you maybe why it is down (you can see that yourself), and that is it. They can't start/stop anything nor do NOTHING for you.

Meaning, Paralyzed Support is a talking mouth only. By the end of our support contract, they literally could have put a robot to tell us the same line : "your instance is down, host seems healthy, you need to check your logs. We can't see the instance, we can't open it, nor stop/start it. Your instance, your problem!!"

Save your money, use ElasticFox and API.
Re: Don't bother with Premium Support
Posted by: trogdoro
Posted on: Apr 21, 2011 9:17 PM
in response to: whyaskagain in response to: whyaskagain
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Still no help with the problem. Instance still as down and worthless as it was 18 hours ago. Come on.
Re: Don't bother with Premium Support
Posted by: trogdoro
Posted on: Apr 21, 2011 9:36 PM
in response to: trogdoro in response to: trogdoro
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Still nothing.

Edited by: trogdoro on Apr 22, 2011 5:23 AM
Re: Don't bother with Premium Support
Posted by: edocr
Posted on: Apr 22, 2011 5:33 AM
in response to: trogdoro in response to: trogdoro
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Was thinking of subscribing to premium support. Thanks for all your comments. Looks like a long wait to get our service back!

Edited by: edocr on Apr 22, 2011 5:33 AM
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