As the cited ‘boss’ I’ll say the publicity wasn’t the concern. The concern was that someone wanted to use our services and we had made that so frustrating that they were writing blog posts about how it had gone wrong.
The various teams (anti-fraud and support) are investigating how we failed this customer so we can improve and hopefully keep this from happening again. (This is the ‘Correction of Error’ process that’s being worked on. And CoE’s aren’t a punitive ‘blame session’ - it’s figuring out how a problem happened and how we can fix or avoid it systemically going forward).
To be fair, the publicity did mean that multiple people were flagging this and driving escalations around it.
> The concern was that someone wanted to use our services and we had made that so frustrating that they were writing blog posts about how it had gone wrong.
I'm concerned that you're being very unspecific talking about "our services" and "it" going wrong.
What went wrong here is AWS not spending enough money on humans in the support teams. And of course this is a neverending balancing act between profitability and usability. Like any other profit vs. usability consideration, the curve probably has a knee somewhere when the service becomes too unusable and too many people flee to the competition.
And it seems current economic wisdom is that that knee in the curve is pretty far on the "bad support" side of the scale.
Which is to say, the cynic in me doesn't believe you'll be making any changes, mostly because that knee in the curve is in fact pretty far on the "bad support" side, and economics compels you to exploit that.
You say that like it's a problem. Isn't the point of open source to be able to share so that others can take advantage of a solution to a given problem?
If it doesn't, then LOPSA will rapidly become irrelevant IMO. Times are changing, and just like the move to x86 servers, and virtualization, the DevOps culture and it's resulting tools are an inevitable shift.
I think you mean "remain irrelevant"... 10 years in and what has LOPSA to show for itself... Hopefully it can become relevant by taking a leadership position on something like this.
Today, CloudStack uses a separate translation layer, and has for some time, to translate AWS API to CloudStack API. That will remain the same going forward, except the translation layer will become a bit more integrated.
The various teams (anti-fraud and support) are investigating how we failed this customer so we can improve and hopefully keep this from happening again. (This is the ‘Correction of Error’ process that’s being worked on. And CoE’s aren’t a punitive ‘blame session’ - it’s figuring out how a problem happened and how we can fix or avoid it systemically going forward).
To be fair, the publicity did mean that multiple people were flagging this and driving escalations around it.