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As an SRE, what do I do about Alerts caused almost entirely by poor customer communication or misuse of a product? (tucson.social)

submitted 1 year ago by th3raid0r@tucson.social to c/programming@programming.dev

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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

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[–] Balinares@pawb.social 21 points 1 year ago* (last edited 1 year ago) (1 children)

It's difficult to answer without a better understanding on your customers' workloads and how those trigger your outages. There's a bunch of valid angles from which to look at this.

If your product consistently buckles under customer workloads that they paid to be able to run, it sounds like you have either an underprovisioning or an overcommitment problem.

If you accept customer workload spikes that you don't have the resources to serve but would be able to process if they were more spread over time, it sounds like you have an admission control problem.

If it's a matter of adding resources to respond to customer activity spikes and you just have to do it manually, it sounds like you have an automation problem.

If your pager load is becoming such that you can't do project work to address whichever ones of the above are relevant to you, it's time to hand the pager back to devs. If you don't have the institutional authority to hand back the pager to devs, it sounds like you have a management problem.

[–] th3raid0r@tucson.social 7 points 1 year ago (2 children)

It is definitely an under provisioning problem. But that under provisioning problem is caused by the customers usually being very very stingy about what they are willing to spend. Also, to be clear, it isn't buckling. It is doing exactly The thing it was designed to do. Which is to stop writes to the DB since there is no disk space left. And before this time, it's constantly throwing warnings to the end user. Usually these customers tend to ignore those errors until they reach this stop writes state.

In fact, we just had to give an RCA to the c-suite detailing why we had not scaled a customer when we should have, but we have a paper trail of them refusing the pricing and refusing to engage.

We get the same errors, and we usually reach out via email to each of these customers to help project where their data is going and scale appropriately. More frequently though, they are adding data at such a fast clip that them not responding for 2 hours would lead them directly into the stop writes status.

This has led us to guessing what our customers are going to end up at. Oftentimes being completely wrong and eating to scale multiple times.

Workload spikes are the entire reason why our database technology exists. That's the main thing we market ourselves as being able to handle (provided you gave the DB enough disk and the workload isn't sustained for a long enough to fill the discs.)

There is definitely an automation problem. Unfortunately, this particular line of our managed services will not be able to be automated. We work with special customers, with special requirements, usually fortune 100 companies that have extensive change control processes. Custom security implementations. And sometimes even no access to their environment unless they flip a switch.

To me it just seems to all go back to management/c-suite trying to sell a fantasy version of our product and setting us up for failure.

[–] otl@lemmy.sdf.org 4 points 1 year ago

Ok I’m starting to understand where you’re coming from now! It sounds like the leaders are happy for humans to do the work of increasing capacity on-demand rather than tackle the engineering challenges in handling workload spikes. The priority is to appease customers who are from well-known, “impressive”, well-paying (maybe not?) companies. Does that sound sorta right?

[–] Sigmatics@lemmy.ca 2 points 1 year ago

Can you not add an ingest throttle / queue before the writes hit the DB? But sounds like a management problem to me honestly