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OVHcloud called me at 3 AM to fix a ticket - excellence or no life?

General Discussion by Bruno22 14 replies 2.6K views
Bruno22

Member OP

#1

So I open ticket with OVHcloud at 2:47 AM my time, right? Just a small thing, SSL not renew automatic. I think "ok they answer tomorrow, no problem, we make a test of patience"

THEN MY PHONE RINGS. 3:04 AM. Unknown number. I almost throw my phone through the window

Is Bruno from OVHcloud support! He say "we see your ticket, we fix now, is very good?" I say "bro is 3 AM" and he say "yes we are 24/7 for you!"

I am impressed but also little scared. My heart still racing. This is excellence or they have no life? What you think?

ping so high I wave back
Nadia

Member

/dev/null enthusiast

#2

Bruno22's ticket was not redirected to /dev/null, but instead piped directly to a human at 0300. Impressive throughput.

| nocturnal support = feature, not bug
| unexpected voice call = potential signal leakage
| your sleep schedule = EOF

I've had providers who treat tickets like stdin they never read. This at least suggests their monitoring isn't backgrounded. Still, would prefer my alerts stay in-band unless I explicitly pipe to voice.

EOF

/dev/null: full of good ideas
TE

Member

#3

At least their monitoring is not backgrounded like mine

olespete

Member

Trust No One

#4

This is a WARNING!!!

What could go wrong:
- They have your phone number on file without explicit opt-in for voice calls
- Caller ID spoofing potential if their VOIP gets compromised
- Social engineering vector: "hi this is support, what's your root password"
- 3 AM means night shift = possibly outsourced = who has access to your data

I run fail2ban on my phone now. Not joking. You should firewall your sleep hours!!! Set ticket priority to "email only" in their portal if they have it.

airgapped, encrypted, faraday'd, still worried
mediaaustin

Member

Deliverability Nerd

#5

For what it's worth, hot take: this has nothing to do with support quality and everything to do with timezone math.

I've seen this before. Provider sees ticket timestamp, assumes "business hours somewhere," and escalates to voice because their SLA clock started. The "24/7" line is usually cover for "we didn't check where you are."

SPF/DKIM parallel: "we authenticate everything" sounds good until you read the actual policy. Always read the actual policy.

Check if OVHcloud's ticket form has a "preferred contact hours" field. Most don't. That's the real problem.

SPF, DKIM, DMARC — holy trinity ✉️
tallinnying

Member

Night Shift

#6

Anyway I once got a callback from InterServer at 4am because I submitted a ticket at 4:15pm and their system thought I meant 0415 UTC

Idk why I do this but I stayed up and we debugged it together. Guy was in philippines, I was in helsinki, neither of us knew what timezone the server was in.

They sent me a t-shirt after. Still have it. Never wore it.

builds at 3AM, sleeps at noon
OwnerSeeker

Member

Small Biz

#7

OVHcloud actually CALLS? My last three tickets went to voicemail purgatory

RAJ

Member

#8

InterServer timezone bug is legendary. Their cron jobs run on moon time

your margin is my opportunity
LU

Member

#9

3 AM call = heart attack as a service

Bruno22

Member OP

4 #10
Nadia said:
Nocturnal support = feature, not bug

Feature for server, bug for human heart rate

I check now, my ticket priority was "normal" not "urgent". So Bruno from OVHcloud maybe just bored at 3 AM? Or maybe they have some KPI about response time and my ticket ruin their average

I will not complain to manager because is fixed now, but I also will not answer unknown number at night again. Let it ring to voicemail and check in morning like civilized person

ping so high I wave back

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