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Comment by MuffinFlavored | Hacker News Reader

Forewarning: I am not being critical of fly.io nor their free support whatsoever when I say this.

From a technical perspective, could they have "been better" from a technical perspective? I see their name a lot on HN so I know they are doing really cool + advanced things and this is probably some super small edge case that slipped through the cracks.

Could they have added some message / do we as the HN community feel they needed to be like "we're gonna add some extra logging/monitoring going forward so it won't happen again"?

By all means, they probably don't owe anybody in terms of stability + uptime guarantees when it comes to a free tier. Sh*t happens.

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FWIW: I am on the bottom tier of the paid plans ($29/mo) so I could get access to the email support, and even with that their response time is still not great.

I have an ongoing issue with one of my PG clusters where one of the nodes was failing and all my attempts at fixing it are failing (mainly cloning one of the other machines to bring the cluster numbers back to normal).

I emailed my account’s support email mid Friday morning last week and did not hear back until this past Monday night.

Sucks, because like a lot of others in this thread I like what Fly is trying to do and am rooting for them, but IMO they should use a significant chunk of that funding they just received on hiring a ton of SREs and front line customer support.

EDIT: I should add, the past times I have emailed them the response time was good. It's just this most recent time was so egregious (3 days!) to get even that initial response that I bring it up.

They may not owe anyone anything but over time these types of issues can cause a large reputation hit.

If I was just searching online or trying to find out what various communities think about Fly.io and see several threads about major outages with poor communications, do you think I will use their services? It would be an immediate pass.

It takes a long time to build a reputation, and you can lose it instantly.

They broke uptime for the paid tier, not just the free tier.

The relevance of paid/free is that free (and cheap paid) plans don’t get fly support over email

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