An update on last week's customer shutdown incident

Re:An update on last week's customer shutdown incident by solidasparagus on Wednesday June 05, 2019 @02:24AM (#20101957)

I think 'kill' is appropriate here. They shut down access to his company's account along with all running infrastructure and after escalating multiple times, their final official response (after 30hrs of silence) was that his company was permanently denied access to the account (DO calls it 'account termination' in their postmortem). The first tweet of the thread that went viral was 'How Digital Ocean just killed our company' [https://twitter.com/w3Nicolas/status/1134529316904153089].

I don't want to spent too much time dumping on them since they clearly know how badly this situation was handled, but this is an example of terrible automated protection leading to a company that's not enterprise-ready. As you say, AWS probably doesn't publicly promise not to terminate your account, but this would never happen because they understand that availability and security matter more than anything else when running B2B infrastructure.

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Re:An update on last week's customer shutdown incident by Jedd on Wednesday June 05, 2019 @02:49AM (#20102072)

On review, the wording is quite vague.

From TFA:

> Shortly thereafter, DigitalOcean investigated the issue and the Raisup account was unlocked and powered back on.

But it's not clear if any data was deleted by DigitalOcean.

The suggestion the account was unlocked rather than re-created suggests it was not, but OTOH there's no reference to erase, delete, restore, or indeed current state of customer data in that post mortem.

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Re:An update on last week's customer shutdown incident by irishsultan on Wednesday June 05, 2019 @03:31AM (#20102233)

The fact that data didn't get deleted is irrelevant if the customer can't actually get at that data.

That the customer got unlocked is of course a good thing, but for at least 30 hours the customer couldn't access their data, that's highly problematic.

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Re:An update on last week's customer shutdown incident by bcooks on Wednesday June 05, 2019 @09:25AM (#20104066)

Nothing was deleted or removed. The droplets were powered off and the access to them locked. once (way too long later) the unlock happened the customer had full control and access again.

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Re:An update on last week's customer shutdown incident by Jedd on Thursday June 06, 2019 @12:03AM (#20111481)

Good to hear - that's how I'd assumed things went, but thank you for clarifying Barry.

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