InfluxDB Cloud shuts down in Belgium; some weren't notified before data deletion

Post by vultour » Mon, Jul 10, 2023, 9:00 AM UTC

mrweasel wrote: post #147

fnordpiglet wrote: post #103

Earlier quoted context omitted.

Because if a company has 20000 engineers which one is the one that gets the vendors email? Answer is usually none and the email to that address goes to /dev/null. Or suppose an employee did have the email on file and left the company. Or suppose people assume vendor email are spam because they’re almost always spam.

What? Each and everyone of our suppliers have a dedicate address their notification are sent to. Those automatically goes into the service desk as a ticket and is read by the service desk team, which can either correct billing information if required, or escalate to the correct team if action is require or there's any doubt about the content of the email. If you have 20.000 engineers (or even 200) you have a function…

Post by detuur » Mon, Jul 10, 2023, 9:01 AM UTC

sergiotapia wrote: post #46

This could have been easily mitigated with a giant red ugly banner "YOUR DATA WILL BE LOST IN X DAYS. MIGRATE NOW". Three emails clearly wasn't enough right? Now their name is in the dumps, customers are pissed and my only exposure to influxdb is a negative one. I hope other saas guys learn this very expensive lesson.

Post by yard2010 » Mon, Jul 10, 2023, 9:03 AM UTC

js2 wrote: post #34

pauldix wrote: post #29

Hi, cofounder and CTO here. We notified everyone via email on February 23, April 6 and May 15th. We also offered to help migrate all users. I realize that it's not ideal that we've shut down this system, but we made our best efforts to notify affected users and give them options to move over to other regions. If you've been impacted by this, please email me personally and I will do my best to help out: paul at influx…

Paul: I'm surprised you didn't do a scream test. Not everyone is going to see those emails and even those that do may not understand what they are reading. Internally at my company we always do scream tests as part of our EOL process because we know we can't reach everyone, even our own employees. https://www.microsoft.com/insidetrack/blog/microsoft-uses-a-... Fun story: my mortgage got sold last year. Not the first…

Post by alex3305 » Mon, Jul 10, 2023, 9:07 AM UTC

kelnos wrote: post #79

pauldix wrote: post #33

Earlier quoted context omitted.

We get an email address because we need to contact our customers. After that we make best efforts but if people can’t respond to vendors they pay money to, we’re really at a loss. I realize that shutting down a region isn’t good. It’s not what we would have preferred, but we had to do it for the business. And we made an honest effort to contact all customers to help move them.

Ignore for a moment what you think your customers should have done, and look at the actual outcome. Some customers did not know about the shutdown and deletion, and have now lost data. You telling them "well you should have read your email" is not going to satisfy them, even if you think it should. All you've done is told your customers that their data isn't safe with your service. This was an easily-avoidable "own g…

Post by rvba » Mon, Jul 10, 2023, 9:10 AM UTC

cobbaut wrote: post #154

ssd532 wrote: post #69

Earlier quoted context omitted.

> don't instantly nuke the account if a payment goes astray or delayed Hetzner deleted my server just one week after my payment due date. My credit card failed the payment for some reason. I didn’t notice this because I was ill with Covid. They sent me one email (or at least, I received only one email) as a warning. I only realized the server was gone when my services stopped working. I’m not sure if such a short war…

> Hetzner deleted my server just one week after my payment due date. Strange. I've been at least eight days late with a VPS payment at Hetzner (3 euro) and the server is still up.