alanpost
Joined 12 years ago
Joined 12 years ago
I've been an owner since late 2016--a mutual friend let me know Luke was interested in selling and I had been a customer for many years at that point. I liked the service and wanted it to continue. Still do.
Today's announcement is my purchasing the remainder of the company. The Acceptable Use Policy, Privacy Policy, and related documents will not be substantively changing.
The comment about diverging ideas and priorities relates to feature development and the product roadmap. Over the years we've received customer requests, suggestions, and feedback that on the one hand have a clear central tendency, but on the other requires difficult choices about where to focus and when. It's a situation better suited to the now simpler ownership structure.
I hope you will continue to recommend Prgmr where you find it appropriate to do so. Details about new features will need to wait for a formal announcement--but I'm happy to answer questions or concerns given that constraint.
While that copy is old, and our pricing reflects the hardware we run on today, the quip has now been updated to: "You get $5/month of support," which is the price of the smallest package we offer.
That wisecrack aside, the reality of the support we provide is more in-line with our byline: "We do not assume you are stupid." In practice, and with a hat tip to pera replying to you here, that means we provide what you might call peer support--we explain what's going on, what steps are necessary to correct it, and take responsibility when we caused the issue. And expect similar candor.
As you might expect, most of the technical support we provide is routine--with sufficient information communicated to both parties the problem is typically straightforward to resolve. But we treat tickets on their merit and customer reports do come in that admit more substantive investigation and resolution:
the LAN of 16 Million Hosts: https://prgmr.com/blog/2020/07/17/classful-networking.html
Possible Data Corruption on Debian Buster: https://prgmr.com/blog/2020/07/15/debian-buster.html
Debugging freebsd.org Resolution Failure: https://prgmr.com/blog/2020/04/23/debugging-freebsd-resoluti...
The people you talk to when you write us have the authority to investigate and--if correctable on our end--resolve your problem.
My experience of Freenode is improved since PIA's involvement. Staff lurk in our channel on-hand to help if something comes up. Last month when services went down a developer put their head in to talk about the outage and share the patch developed from the experience.
I don't think there is another chat platform with that kind of robust community. The tooling for IRC makes the experience more like an auditorium than a parlor. I'm optimistic about this announcement--if IRC has a future I believe it will be due to the social scale at which it is capable of operating.
We decided though not to make our backup keys hot. It's a manual operation to enable it. The risk that everyone could simultaneously lose their key was lower than the risk of a backup key being lost and then used--since a person isn't likely to routinely check on their backup keys the later problem may go undetected for some time, whereas you know the day you lose your primary key and must report that situation anyway.
I've never seen an exploit that involves microcode updates, compiler fixes, kernel patches, and KVM/Xen updates all together. The number of moving parts is staggering.
Being able to filter and summarize that across company boundaries has helped me both understand and more effectively work to mitigate this problem.
https://twitter.com/prgmrcom/status/949023633581592576
Following up to @scaleway on Twitter in the same manner would hopefully work out.
I've sent you an email with a bit of elaboration on this.
By and large our customers know what they're doing. That lets us provide IRC and email-based support that has been described more as working with a colleague than interacting with a vendor. This can be helpful when, for example, a user self-hosting email receives a complaint or has a delivery issue.
Most of the time though we just get out of the way and let you work on your VPS.
1: https://wiki.prgmr.com/mediawiki/index.php/Management_Consol...
I can be reached via email at adp<at>prgmr.com and IRC (Freenode or OFTC) as alynpost.