What assurances could you give the community here that the support would be better next time?
It's difficult for me to say more about what happened here and how you might have handled it, because I don't know what happened with this SYD host, because it's 1AM and the people who worked on it are, I assume, asleep. When I know more, I'll do my best to get you a postmortem.
To be honest, that's enough for me. Sorry I didn't pick up on that.
Trust me, you did the business a favor.
However 'should' is pretty load bearing there and actual results are probably heavily dependent on management culture and the current state of office politics.
A host being down for 3 days isn’t a bug. And you can contact AWS support, even on the free plan, and get a reply. Try it yourself. The great thing about AWS and the other cloud providers? If a host has issues they email all customers with workloads on it so you don’t need to refresh or check a forum.
I understand fly is a community darling. They’re unreliable, with poor support currently. Maybe the dev experience is great and that makes up for it, but pretending like everything else is equally shitty? Not true.
FAR better wrt both response times and technical expertise than you'll get with any large public cloud provider.
I was dealing with some annoying cert + app migration stuff (migrating most of an app from AWS to Fly), and Kurt (CEO) was personally sending me haproxy configs bc I'm not smart enough to know how to configure low-level tcp stuff in haproxy. Not to put him on the spot here -- I doubt he'll have time to do that level of support going forward -- but that's my experience of the company's dedication to support and technical expertise.