An update on last week's customer shutdown incident

Re:An update on last week's customer shutdown incident by caffeinewriter on Tuesday June 04, 2019 @08:25PM (#20100476)

Good response from DO, but this line jumps out at me.

> Responses to account locks were not prioritized differently from a ticket management standpoint to be above less severe tickets.

That's arguably the biggest failure, IMO. The fact that an action which locks/terminates an account is not prioritized any different than a general ticket is pretty jaw-dropping, and I'm glad they're going to change that.

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Re:An update on last week's customer shutdown incident by bcooks on Tuesday June 04, 2019 @09:25PM (#20100740)

Yeah... that one was painful and we are fixing it. At least if the priority placed this at the top of the queue we could have acted faster. Probably the same outcome due to the other issues involved in this incident though.

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Re:An update on last week's customer shutdown incident by caffeinewriter on Monday June 10, 2019 @07:08PM (#20151730)

I appreciate all your transparency and engagement on this issue. It probably would have had the same outcome, yes, but potentially resolved much more quickly. Regardless, the fact that you're fixing it is music to my ears.

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