Recently one of our worker nodes was failing causing our service to be unavailable. That was a result from an Emergency Host Evacuation performed by cloud, once it was identified the host was unstable.
The problem is that the way to inform the customer was creating a case to the customer queue, and once no one was added to the watchlist, and we didn't receive any email or warning notification, we were not aware that the service was going to be impacted, we just noticed once we were already in outage. The only way we would know it is if any user with proper authority would actively look at the cloud case queue.
I suggest an improvement to this process, if an emergency maintenance is needed and the customer need to be advised, we need to receive at least an email, we can't trust that the user will look at the case queue on time to take necessary actions.
Your attention is appreciated. Thank you!
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