[znpy]

Hi Nic,

As a person that has been watching this kind of horror stories from outside, I just wonder why people choose to make business with companies that have no human in the loop when stuff gets serious.

AFAIK, for AWS for example, when things get serious you are prompted to upgrade to a the big boi support plan (1.5k$/month) and are assigned a TAM (Technical Account Manager). In a situation like that, if you were running on AWS, a TAM or any human in general would have probably fixed the whole thing in like 30 minutes (if anything, because they would know you and that your usage is legitimate).

[nicbvs]

Because it's cheap, when this happened we were running on free credit, and as a young bootstrapped company, spending $0 is quite attractive.

DO had humans in the loop, they just followed a wrong process and choosed to cut communication.

Also, the probability of loosing your account vs having to spend $20k a year just for support is a quick decision to make when you start from nothing.

Today, I work for a company with billions in revenue, and it would be unthinkable to not get an AWS Account manager.

In the end it's always about risk vs reward.