1000% this. Without giving away too much information, I work(ed) for a cloud provider (not one of the big ones, there are a surprising number of smaller ones in the field you’ve probably never heard of before). I quit this week to take a position in local government with some quaint, on-prem setup.
- We were always understaffed for what we promised. Two guys per shift and if one of us took vacation; oops, lol. No extra coverage, just deal.
- Everyone was super smart but we didn’t have time to work the tickets. Between crashes, outages, maintenance, and horrendous tickets that took way too much work to dig into, there was just never enough time. If you had a serious problem that took lengthy troubleshooting, good luck!
- We over-promised on support we could provide, often taking tickets that were outside of infrastructure scope (guest OS shit, you broke your own server, what do you want me to do about it?) and working them anyway to please the customer or forwarding them directly to one of our vendors and chaining their support until they caught wise and often pushed back.
- AI is going to ruin Support. To be clear, there will always be support and escalation engineers who have to work real problems outside the scope of AI. However without naming names, there’s a big push (it’ll be everyone before too long, mark it) for FREE tier support to only chat with AI bots. If you need to talk to a real human being, you gotta start dishing out that enterprise cash.
Mix all that together and then put the remaining pressure on the human aspect still holding things up and there’s a collapse coming. Once businesses get so big they’re no longer “obligated” to provide support, they’ll start charging you for it. This has always been a thing of course, anyone who’s worked enterprise agreements knows that. But in classic corpo values, they’re closing the gap. Pay more for support, get less in return. They’ll keep turning that dial until something breaks catastrophically, that’s capitalism baby.
All these “why are people using Bluesky and not Mastodon” topics are starting to give me a headache. You’ve been told and on some level, I have to assume you understand the reasons, but are simply unwilling to address them. When people say, “it’s difficult to use” instead of understanding why they think that way, you just dismissively wave your hands and say, “no it’s not”.
If you want people to use Mastodon, you need to SHOW people the power of federation while HIDING all the rough bits. People want to go to where the friends, writers, artists, scientists, etc. they want to follow are and sign up for an account there. Simple as. In this way, they very much want at least the appearance of centralization. I don’t want to have to get balls deep in an instance’s politics to understand their moderation, who they’re federated with, if they have the funds to operate into the foreseeable future, and how to migrate my data if any of those things goes sideways.