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.
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.
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.
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.
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.
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.
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!!"