Hi All,
First may I apologise for the incorrect place for this topic - but right now I feel completely out of options.
Our production SOAR instance became unresponsive yesterday around 13:45BST (503 errors from a number of API’s meaning we can’t authenticate into the system at all)- I raised a support ticket (Ref 70050003) which I was told due to technical reasons could be no higher than a Priority 2, and right now the only outcome I have received between yesterday and today (22 hours) is “We’re still looking for an engineer”.
I am completely dismayed, that a production service outage has not only been left to placeholder SLA matching updates, but there is a complete lack of information, timelines and indeed any form of troubleshooting or breakfix been applied.
I have asked a number of questions which have been met with silence, and this reflects on us as this then translates to the only updates we can give customers.
I’ve been a proponent of SIEMplify/Chronicle SOAR/Google SecOps for over 7 years, the product and the community that surrounds it is fantastic, however, the way our production instance outage has been handled by support has left a more than bitter taste in my mouth as it honestly feels im just been given short shrift in the hope things automatically solve themselves before an engineer based in Tel-Aviv comes online tomorrow.
Which comes to why i’m here:
- To the community - is anyone else facing an outage on their SOAR platform? Or have had an outage in the past couple of days? Was their any root cause which may help us determine what is happening with our instance?
- To Google Staff - if you are reading this please could I get some form of escalation or empathetic eyes on our support ticket. I do not believe for one second that you do not have engineers available, so it could be an issue of miscommunication.
I would like to round this out with an apology for having to come to a public domain to air my grievances - but I genuinely feel right now that it is my only option.
Thank you for coming to my TED talk
Kyle