Comment by mrkurt
4 years ago
> What a customer-hostile thing to say, never working with you!
The point is that I'd rather just wave surprise fees than build a bunch of infrastructure to prevent them. From what we can tell, customers almost never have surprise bursts of traffic, but it's something they think about a lot. It's pretty easy to just say "you're not responsible for expenses associated with abuse or attacks or other nasty surprises".
The purpose of a metered service is to give people access to tools and features that would be prohibitively expensive otherwise. The trade off is that the expense also grows incrementally.
Sounds like we agree on what you're doing, we just disagree about whether it's a good approach.
I don't want to need to depend on you being in a good mood to waive fees (or more likely, to hope you're not so low on runway that support gets incentives not to waive them until after your next round closes). I don't want to have to guess whether your terms mean what they say, or whether that giant potential bill might magically go away if I incur it and can convince you it was, quote, nasty.
I do want to deal with people who have thought hard about how to build their product in a way that I can depend on and reason confidently about, and who treat me like the seasoned adult I am.
I think you're not a good customer for us? I'm not sure that makes us hostile, or you wrong, but I'm pretty comfy with how we treat our customers (and they seem cool with it too).