171–180 of 329 posts
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It doesn't make the problem go away by itself, but I would rather have jgrahamc helping people than not.
People like jgrahamc are the people who care and are embarrassed their company provides such unreliable service. I just wish the people in charge of these companies felt the same responsibility and embarrassment.
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I worked for a large bank, my internal backend would receive couple orders more requests from other internal apps and users and probably similar traffic. It is very easy (relatively) to build a SaaS platform that serves this amount of traffic and this can be done by even a one determined individual or a small startup team. I don't think it is useful to measure the size of the company in the amount of requests they ar…
Are you doing RAM-aaS or something? Must be alot of redundant data back and forth.
OP, you have garnered a lot of sympathy by the HN community which I believe in part contributed to your problem being resolved. I think it would be fair to provide more info about what the issue was in the end. It's not OK to be like "HN I had a bad experience with Company X" and then be like "k, thx @jgrahamc, bye" when your complaint gets resolved due to the attention it received. There are so many questions this l…
That would be the right way to give back for customers using us as an amplifier and for corporations relying on us to be a shibboleth (a prefilter so providers know that this is a true issue unsolvable through existing support channels they have established for customers).
Sharing these learnings with other potential founders would also be in line with the raison d’etre of HN. It would provide other founders with lessons they can takeaway and apply to their future startups to maybe do a few of these things right the first time around.
For both sides, HN is “picking up slack” in the system and it would be right to support the community with candid postmortems.
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> Many ISPs have good solutions that work well without you having to break open your SSL to use the service. What are they going to do if a botnet with tens of thousands of IPs are hitting your server? Nullroute it to take the load off their network? Somehow figure out what traffic is legitimate and what isn't and just drop a bunch of stuff?
4 Billion requests per month involving 1 Petabyte of traffic doesn't seem like a "small SAAS", at least packet-wise. If its small revenue-wise, addressing that is a business concern as important as having your platform throttled for using the cheapo economy edition tier of whatever you've signed up for with Cloudflare. Did Cloudflare issue any formal communication with you warning about usage and how it violates cont…
So them just banning the customers service with no explanation until they raise a stink here is okay?
Literally just sent an email to my devops guys to move off cloudflare asap. This cavalier lack of respect is a diservice and insult to all the people who rely on my product for their livelihood.
This is the height of knee-jerk reactions, worse still it's largely pointless. Unless you're big enough to negotiate a specific contract with a cloud provider you're always going to be at the mercy of their catch-all policy. The only way to actually be protected in this case is to run a multi-cloud strategy. Even then it's only going to protect you so far if you piss off the powers-that-be / community (see the hostin…
It's an "I don't want to wake up to all our stuff running only on the backup provider because cloudflare shut us down for seemingly no reason with no warning".
It's avoiding unnecessary alerts and triage for the ops team by snipping an apparent liability from the stack. I've already done the same after seeing a few of these kinds of interactions with cloudflare in the R2 discord.
When I see a blog post detailing why this has been happening so often, and what they've done to fix it, I'll happily pull that infra code out of the mothballs.
Around 12:00 UTC today ban has been lifted for my account thanks to @jgrahamc - thanks!
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You're right. I'm taking all this too personally.
It's pretty amazing to me that even after seeing a response from a real human being , people continue to dog pile. To those continuing to foam at the mouth: what would be the ideal outcome? Cloudflare closing up shop entirely after this? The whole "this shouldn't have happened in the first place" mentality is completely unproductive.
Cloudflare changing their TOS from
>Cloudflare may, with or without notice to you and without liability of any kind, temporarily limit your storage and/or the number of requests you can make or receive using the Developer Platform for any reason (in its sole reasonable discretion), including without limitation
to something that does not allow them to do so on a whim, or with requiring upfront notice.
"The main issue is not that [COMPANY] is working hard to protect itself and its customers, but that customers feel very powerless in these situations. When it takes a massive effort to get attention, especially if you're small and powerless, you feel that you have no control, and that your issues will go unanswered. What can the average, powerless customer who doesn't have the weight of social media, HN, @dang, or others on their side do when their hard-earned money or business is being held, locked, or otherwise prevented, and when the cause is not fraudulent, or if the customer is unaware of that activity? The problem is that accounts are just shut down, moneys are held, and there's no quick or clear communication, with customer support simply saying it's not in their control. It's this feeling of powerlessness that's the issue, regardless of whether or not [COMPANY] is in its rights or doing what it feels is in its and its customers best interests.
What can you do to help empower the powerless customers when their livelihoods are at stake? Can you provide some way to not instantly assume fraud or malicious intent on behalf of the customer and provide some quick and direct way for the customer to feel empowered?"
Having to resort to HN to get major problems resolved that are major customer service and potential legal / liability issues causes me a lot of stress when I realize that I have don't have nearly the same sort of power or influence as some of the others here do on HN. I worry that my complaints would simply go ignored.
@jgrahamc would love you to comment on what we can do to avoid people having to resort to HN for a solution to these problems, which favors the well-connected and squeaky wheels and disfavors everyone else.