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Scaleway's terrible service
11/22/2019
Our instance seems to be in standby mode since the past 8 hours. There is a warning which says the hypervisor needs to be rebooted due to an issue with the physical server.How long will the instance remain down? My clients are not able to use my service because of this.
Please help. Thanks11/23/2019
Hello,I am sorry but at the moment we do not have an estimated time to communicate.
Thank you for your patience.Ms. Obfuscated French Name.
Online / Scaleway
Customer Success Specialist
Wow! After over 24 hours of downtime, I get back a bland reply saying they do not even have an estimated time.
Luckily I had good backups and could restore it on another set of server in a few hours(hours because I could not create another set of servers on the so called "scaleway cloud" during this downtime and I had to switch to another provider). They seem pretty much indifferent to their customers.
I feel relying on smaller providers here is a better bet who care about their service and their customers.
Comments
Indeed Scaleway support is nearly as bad as their network.
Wouldn't you have to do the same if a small provider experienced a 24-hour downtime period as well? Downtime sucks tho.
You have a critical service with a SPOF and you're blaming the hardware shop for the shitty service you are delivering to your own customers. Tsk tsk.
True, but then again I believe I would be at least better looked after. (In my case allow me to quickly spin up new instances)
It was designed to self-heal by quickly spinning up new instances, but then my situation was that Scaleway's APIs did not do the expected. No amount of manually spinning up new instances from their UI worked as well.
Yeah well I would agree with you, probably I should have gone with their Business or Enterprise support plan. I am not here to hide my mistakes but more to inform others about the reliability of "Scaleway cloud" and what kind of customer service they can expect when things go downhill.
Happened to me too. After a downtime of ~9 hours i was able to reboot and move to another physical server. On the email they said that down time will upto 1 hour.
I already knew that rebooting a node a scaleway was slow, but did not expect them to did not care about the maintenance window(also on a Friday).
If anyone gets a email saying maintenance on hypervisor, move the instance from the hypervisor on your own volition.
Hello,
We are sorry to hear that you have been facing issues using our services.
Indeed, we are currently running some large-scale maintenance on our hypervisors and, so far, it has been going pretty smooth.
However, on November the 22nd we encountered 2 issues in the maintenance workflow despite hypervisor upgrade operations achieved as expected :
Based on your correct account references, we’d be happy to investigate the issue more in details, see if you’ve been abnormally impacted and discuss about how we could compensate ?
Cheers,
Mehdi
Scaleway Support staff
Thanks for posting here!
TL;DR Scaleway admits they don't know what the fuck they are doing.
It seems that otherwise ignored for 24 hours Scaleway customers suddenly get attention quickly when they post here ...
@Misteur
Shouldn't it be normal that you care about tickets first and faster than about posts here? Or is the problem that a customer ignored with his tickets has no visibility while a complaint here at LET does have high visibility?
@evnix
Well, sh_t happens and using cheap services more often than not also gets you cheap support. If your business depends on those services you might want to care more about quality (which usually comes with higher cost).
Spot on! My ticket wherein I had already asked for compensation went ignored but here I get an offer for compensation lol.
Lesson learnt!