Comment by al_borland
2 months ago
Even if resolution times are equal, there is some comfort in being able to see the problem and make progress on it to feel like you're actively doing something. I work in a large enterprise and we have a team dedicated to managing critical incidents and getting everyone together for a resolution. When a 3rd party vendor is the reason for the outage, those calls are really awkward. It's a bunch of people sitting around pressing F5, all frantically trying to make it look like they are actively helping, when no one is actually doing anything, because they can't.
I equate it to driving. I'd rather be moving at a normal speed on side streets than sitting in traffic on the expressway, even if the expressway is technically faster.
Today a client is having some issue with Zoom because of some artificial rate limits they impose. Their support is not responding, the account can't be used, courses can not be held and there's not much we can do.
We already started looking into moving away from Zoom, I suggested self-hosting http://jitsi.org Based on their docs, self-hosting is well supported, and probably a $50-$100 server is more than enough, so a lot cheaper than Zoom.
Artifical limits because they are on the free plan?
Artifical limits, because they have 40 paid licenses that they can not use, because of a non-disclosed assignment limit that is NOT mentioned in the pricing page nor in the ToS.
A lot of people are angry about this, and I think it's borderline illegal: https://devforum.zoom.us/t/you-have-exceeded-the-limit-of-li...
You pay for something, and you can't use it.
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It's interesting to see Comcast is using that. I would have expected them to go with the mainstream vendors.