What factors are causing the sudden spike in support tickets related to Pax8's cloud marketplace integration for AWS services?

Introduction

The sudden spike in support tickets related to Pax8's cloud marketplace integration for AWS services is a critical issue that demands immediate attention. As we delve into this product root cause analysis, we'll systematically identify, validate, and address the underlying factors contributing to this surge. Our approach will encompass a comprehensive examination of technical, user behavior, and external elements that may be impacting the integration's performance.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the integration. Has there been any recent update to the Pax8 marketplace or AWS services integration?

Why it matters: Recent changes often correlate with support ticket spikes. Expected answer: Yes, a recent update was deployed. Impact on approach: If confirmed, we'd focus on the update's impact and potential rollback options.

• Considering user segments, I'm curious about the distribution of these tickets. Are we seeing this spike across all customer types, or is it concentrated in a specific segment?

Why it matters: Helps identify if the issue is universal or segment-specific. Expected answer: The spike is primarily among enterprise customers. Impact on approach: We'd tailor our investigation and solutions to enterprise-specific use cases and requirements.

• Thinking about the nature of the tickets, I'm wondering about the specific issues being reported. What are the top 3 complaints or error messages mentioned in these support tickets?

Why it matters: Identifies common themes or specific technical issues to investigate. Expected answer: API errors, billing discrepancies, and provisioning delays. Impact on approach: We'd prioritize these specific areas in our technical investigation.

• Considering potential external factors, has there been any recent change in AWS's service offerings or APIs that might affect our integration?

Why it matters: External changes can significantly impact integrations. Expected answer: AWS recently updated their EC2 API. Impact on approach: We'd investigate how this API change interacts with our integration.