Confidence is key when it comes to managing large IT systems. The tricky part is when a CIO tries to generate the trust and confidence of a company’s IT environment. Complete transparency is the answer. As you may recall, I’ve written about the need for transparency concerning Newvem’s services in the past. As the cloud industry market matures, the AWS cloud continues to grow at ground-breaking speeds, in addition to the usual individual cloud deployment. In either respect, transparency becomes an issue.
A while back, I was starting up an EC2 instance on the AWS cloud when it entered an endless restart loop. All the application deployment efforts we’d made (installation and service configuration) over two weeks just went down the drain. So we called support. The support rep redirected us to his team leader who simply told us that, as indicated in the SLA, we had to abide by the shared responsibility model and they were not liable for our loss.