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You give customers root but you're on call when something goes tits up?

You're a brave DevOps team. That would cause a lot of friction in my experience, since people with root or other administrative privileges do naughty things, but others are getting called in on Saturday afternoon.

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From a platform risk perspective, each tenant has dedicated resources, so it's their platform to blow up. If a customer with root access blows up their own system, then the resources from the MSP to fix it are billable, and the after-action meetings would likely include a review of whether that access is appropriate, if additional training is needed to prevent those issues in the future (also billable), or if the customer-provider relationship is the right fit. Will the on-call resource be having a bad time fixing someone else's screw up? Yeah, and having been that guy before, I empathize. The business can and should manage this relationship however, so that it doesn't become an undue burden on their support teams. A customer platform that is always getting broken at 4pm on a Friday when an overzealous customer admin is going in and deciding to run arbitrary kubectl commands takes support capacity away from other customers when a major incident happens, regardless of how much you're making in support billing.

This is essentially how it is. Additionally, the reality is that our customers don't often even need to think about using root access, but they have it if they want it. They are putting a lot of trust in us, so we also put trust in them.

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