Your first point is simply reality. If your largest customer had a major issue, you're going to prioritise that over a much smaller customer. It's just how we prioritise ourselves, something needs to give and not everything can have the same level of hypercare.
If you have 1000's of support tickets, what approach do you take to prioritising them? First in first out doesn't work if your 500th ticket globally is a major customer.
I would argue that in this scenario, AWS can be setup to provide access to another in the case that someone passes away or goes AWOL.
*From someone who worked in customer support for a large Telco. You wouldn't believe some of the crap people need support for.
Comments
Your first point is simply reality. If your largest customer had a major issue, you're going to prioritise that over a much smaller customer. It's just how we prioritise ourselves, something needs to give and not everything can have the same level of hypercare.
If you have 1000's of support tickets, what approach do you take to prioritising them? First in first out doesn't work if your 500th ticket globally is a major customer.
I would argue that in this scenario, AWS can be setup to provide access to another in the case that someone passes away or goes AWOL.
*From someone who worked in customer support for a large Telco. You wouldn't believe some of the crap people need support for.