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

  • @joemo
    1•1 year ago

    So it sounds like we have the root cause of the issue: customer connects a new app to the DB and didn’t tell you.

    This seems like the problem you need to solve.

    There may be some technical solution there. But you could also suggest a change to the contracts (which would be very difficult to push through). We provide support for connections to the DB from XYZ app. If you make changes to what’s writing to the DB, a consultation with our team is required to ensure sizing is correct

    The issue here is that this would make life harder for c levels and sales because it doesn’t allow clients to walk all over support.