A bit more context there since you might wonder why customers can cause Sev1’s.
Well, I work for a Database Technology company and we provide a managed service offering. This managed service offering has SLA’s that essentially enforce a 5 minute response time for any “urgent” issue.
Well, a common urgent issue is that the customer suddenly wants to load in a bunch of new data without informing us which causes the cluster to stop accepting write loads.
It’s to the point where most if not all urgent pages result in some form of scaling of the cluster.
Since this is a customer driven behavior, there is no real ability to plan for it - and since these particular customers have special requirements (and thus, less ability to automate scaling operations), I’m unsure if there is any recourse here.
It’s to the point that it doesn’t even feel like an SRE team anymore - we should just instead be called “On-demand scaling agents”. Since we’re constantly trying to scale ahead of our customers.
All in all, I’m starting to feel like this is a management/sales level issue that I cannot possibly address. If we’re selling this managed service offering as essentially “magic” that can be scaled whenever they need then it seems like we’re being setup for failure at the organizational level. Not to mention, not being smart about costs behind scaling and factoring that into these contracts.
So, fellow SRE’s have you had to have this conversation with a larger org? What works for something like this? What doesn’t? Should I just seek greener pastures at this point?
P.S. - Posted c/Programming due to lack of a c/SRE
How are they placing this data? Api? Not possible to align disk tiers to api requests per minute? Api response limited to every 1ms for some clients, 0.1ms rate for others?
You’re pretty forthcoming about the problems so I do genuinely hope you get some talking points since this issue affects, app&db design, sales, and maintenance teams minimally. Considering all aspects will give you more chance for the business to realise there’s a problem that affects customer experience.
I think from handling tickets, maybe processes to auto respond to rate limited/throttled customers with 'your instance been rate limited as it has reached the {tier limit} as per your performance tier. This limit is until {rate limit block time expiry}. Support tickets related to performance or limits will be limited to P3 until this rate limit expires."
Work with your sales and contracts team to update the sla to exclude rate limited customers from priority sla.
I guess I’m still on the “maybe there’s more you can do to get your feet out of the fire for customer self inflicted injury” like correctly classifying customer stuff right. It’s bad when one customer can misclassify stuff and harm another customer with an issue by jumping a queue and delaying response to real issues, when it’s working as intended.
If a customer was warned and did it anyway, it can’t be a top priority issue, which is your argument I guess. Customers who need more, but pay for less and then have a expectation for more than they get. It’s really not your fault or problem. But if it’s affecting you I guess I’m wondering how to get it to affect you less.