"DigitalOcean Killed Our Company"

Post by pfortuny » Sat, Jun 01, 2019, 1:50 PM UTC

hackermailman wrote: post #301

znpy wrote: post #135

Earlier quoted context omitted.

I have interviewed with DO and they tried diverting me towards a support position. They told me that on a single day a support engineer was supposed to help/advice customers on pretty much whatever the customer was having issue with and also handle something between 80-120 tickets per day. It's nice to see that DO is willing to help on pretty much anything they (read: their team) has knowledge about, but with 80-120…

I once worked for eBay a long time ago, and support consisted of 4 concurrent chats, offering pre-programmed macros often pointing to terribly written documentation the person had already read and was confused about. If you took the time to actually assist somebody you were chastised in a weekly review where they went over your chat support. The person doing mine told me I had the highest satisfaction record in the e…

Post by cwyers » Sat, Jun 01, 2019, 1:59 PM UTC

walrus01 wrote: post #454

Blackthorn wrote: post #442

Earlier quoted context omitted.

Ten years ago, I had a pretty reasonable $10/mo account, that I eventually moved to a $20/mo account because I needed more resources to keep up with traffic. I'd expect that, as more transistors have been packed blah blah blah, that such a $10/mo account would have gotten better , not worse, since then.

Support and staffing costs are not subject to Moore's law.

Post by bluedino » Sat, Jun 01, 2019, 2:13 PM UTC

Phlarp wrote: post #459

zeta0134 wrote: post #335

Earlier quoted context omitted.

I'm fortunate that my own company (Rackspace) at least has a level head about this sort of thing. My direct manager looks at my numbers (~60-80 interactions per month) and my colleagues (many hundreds of interactions per month) and correctly observes that we have different strengths, and that's the end of the discussion. I have a tendency to take my time and go deep on issues, and my coworkers will send me tickets th…

+1 for Rack support. A previous company I worked for was heavily invested in Rackspace infrastructure and while I often opined not getting the equivalent experience with AWS for the resume, I was regularly floored with the quality of their support. Whenever I had the pleasure of needing to open a ticket they solved my problems and usually taught me something new in the process. The linux guys were very clearly battle…

Post by corobo » Sat, Jun 01, 2019, 2:16 PM UTC

xvector wrote: post #508

Ran a Minecraft server in college via DigitalOcean. Was my first experience with a VPS. They locked it down after looking at the console logs and deciding it wasn’t “educational” enough for them.

Post by bluedino » Sat, Jun 01, 2019, 2:18 PM UTC

nickpsecurity wrote: post #330

thaumaturgy wrote: post #114

Some people on HN hate Linode because of their past security screwups (which is valid), but having used both DO and Linode quite a lot, the support on Linode is way, way, way better than DO's. DO's tier 1 support is almost useless. I set up a new account with them recently for a droplet that needed to be well separated from the rest of my infrastructure, and ran into a confusing error message that was preventing it f…

I'll throw in Prgmr.com. One of their owners, Alyn Post, is on Lobsters with us. They even donate hosting to the site. He's been a super-nice guy over the years. Given how cost-competitive market is, they mainly differentiate on straight-forward offerings with good service. So, I tell folks about them if concerned about good service or more ethical providers. https://prgmr.com/xen/ Main, potential caveat is they're X…