- Forrester Councils
- Councils Overview
- log in
Posted by Rachel Dines on December 27, 2012
Here's how Amazon ruined* my Christmas: after devouring a lovely rib roast with a porcini-spinach stuffing (recipe here in case your stomach is now growling), we all curled up on the couch with hot cocoa, turned on Netflix streaming to watch classic Christmas movies (and past Doctor Who Christmas Specials)... only to get an error message. That's right, in case you missed it, Netflix was down on Christmas Eve and Christmas Day in North America for many users due to issues with Amazon's Elastic Load Balancing (ELB) service in the US East region. It's interesting to note, that this is at least the third time issues with the ELB service has caused problems for Netflix, with each time, the company making improvements to prevent this from happening again.
You might be thinking, "ruin" is a strong word to describe what happened to me (and many others) on Christmas Eve, but I use it to illustrate a point: even though this particular outage was probably not the most severe (in duration or number of customers impacted), it may well be the most costly for Netflix. Why? Because of TIMING. I've been saying for a while that timing and duration are more critical indicators of availability performance and impacts than looking at "nines" (99.99%, 99.999%, etc.). If this same outage had occurred just a day or two earlier, the impact would be significantly different. And unfortunately for Netflix, because of the timing, this is an outage that many customers will remember.
I write this not to be punitive towards Amazon or Netflix (or any of the other services that experienced downtime on the 24th/25th), but as a reminder/cautionary tale that:
Happy Holidays Everyone!
*For those of you who missed my sarcastic note here, Netflix and Amazon did not in fact ruin my Christmas. Instead of watching movies, we did some old-fashioned things like reading, talking, playing board games.
Lead BT Transformation
Develop customer-obsessed strategies to drive growth »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »