[Nebasuke]

I got hit by a car in a situation similar to this. They made eye contact (I thought), were slowing down, and still hit me anyway by accelerating, despite me having the right of way on a bike. Turns out it was the first time they used the car, 1 minute into the drive and their focus was somewhere else.

I would say the advice here is, wait until the car is basically stopped before you cross the street rather than trusting it will because you think all the signs say they will. I do think this is solid advice for the production systems as well. All the signs can point to yes, but making extra assurances to avoid the bad path is valid for something critical like your production systems (or your life).

[black_puppydog]

> wait until the car is basically stopped

you mean like an email literally saying they acknowledge the situation and won't suspend your account?

[shyn3]

In my experience, when dealing with vendors having an account manager can fix these kind of problems and prevent them.

Most places outsource their support to global teams don't have access. If you have an AM , in many places, they receive the same notice you receive, also they will personally send it and address it to you with a reminder. They also have a lot more sway as the sales side of every company has the power so they can get around all the process issues.

As the other commenter posted above, if you can have an account manager where you have critical services, it will provide you safety at the cost of a higher spend or minimum spending amounts.

Edit: Had about $1mm in GCP spend and couldn't open a ticket to get windows running properly. It took a week to find the AM and a day after he had it fixed.

[omniglottal]

Paying extra is not a viable solution for not receiving what one has already paid for.

[Nebasuke]

I think an email from support is more like "confirmation that they checked whether the car has seen me".

I'm not sure how successfully you've dealt with support with companies, but I have almost never been able to rely on the promises of a support agent, as they are simply not the ones actually making the decisions (in this case on whether your account gets suspended or not).

[scrollaway]

A support agent is supposed to speak on behalf of the company. If they say "your account will not be suspended for this issue", and the company then suspends the account for that issue, that should be grounds to sue.

[Nebasuke]

Sure, I don't disagree and it's silly/illegal when it happens, but this doesn't mean you can't protect yourself (sometimes without much more effort) to prevent damage or even just more effort. I think most people have spoken to a support agent who said they'd cancel a phone/broadband contract, or worse, had to do something slightly off script and then confirmed that the agreed XYZ would happen?

Regularly XYZ does not happen, or not exactly in the way you agreed. They cancel your broadband too late, or your internet starts a few weeks too late, etc. You can try to get compensation, or even sue, but some of the damage has already been done at that point. While this okay for temporarily overpaying broadband, this is probably not the case for a company's main production system, where the risk is very high. The company might not even survive to sue.

[black_puppydog]

sounds more like you want a written and signed letter from the driver that they don't intend to restart the car, co-signed by their spouse