At AWS, the hierarchy of service priorities is crystal clear: Security, Durability, and Availability. In that order. Durability, the assurance that data will not be lost, is a cornerstone of trust, only surpassed by security. Availability, while important, can vary. Different customers have different needs. But security and durability? They're about trust. Lose that, and it's game over. In this regard, InfluxDB has unfortunately dropped the ball.
Deprecation of services is a common occurrence at AWS and many other tech companies. But it's never taken lightly. A mandatory step in this process is analyzing usage logs. We need to ensure customers have transitioned to the alternative. If they haven't, we reach out. We understand why. The idea of simply "nuking" customer data without a viable alternative is unthinkable.
The InfluxDB incident brings to light the ongoing debate around soft vs. hard deletion. It's unacceptable for a hard delete to be the first step in any deprecation process. A clear escalation process is necessary: notify the customer, wait for explicit acknowledgement, disable their APIs for a short period, extend this period if necessary, soft delete for a certain period, notify again, and only then consider a hard delete.
The so-called ["scream test"](https://www.v-wiki.net/scream-test-meaning/) is not a viable strategy for a cloud service provider. Proactive communication and customer engagement are key.
This incident is a wake-up call. It underscores the importance of data durability and effective, respectful customer communication in cloud services and platform teams. Communication is more than three cover-your-ass emails; it's caring about your customers.
Deprecation of services is a common occurrence at AWS and many other tech companies. But it's never taken lightly. A mandatory step in this process is analyzing usage logs. We need to ensure customers have transitioned to the alternative. If they haven't, we reach out. We understand why. The idea of simply "nuking" customer data without a viable alternative is unthinkable.
The InfluxDB incident brings to light the ongoing debate around soft vs. hard deletion. It's unacceptable for a hard delete to be the first step in any deprecation process. A clear escalation process is necessary: notify the customer, wait for explicit acknowledgement, disable their APIs for a short period, extend this period if necessary, soft delete for a certain period, notify again, and only then consider a hard delete.
The so-called ["scream test"](https://www.v-wiki.net/scream-test-meaning/) is not a viable strategy for a cloud service provider. Proactive communication and customer engagement are key.
This incident is a wake-up call. It underscores the importance of data durability and effective, respectful customer communication in cloud services and platform teams. Communication is more than three cover-your-ass emails; it's caring about your customers.