According to (SuperSovietJesus) I just re wrote what you said
The EA servers they’ve asked us to trace are hosted on AWS in Europe, while the CDN is on Akamai. For me, the Akamai trace resolves fine, but the EU-AWS one doesn’t. That tells us we’re now at the level of behemoth-to-behemoth communication.
where we have a document known as an SLA (Service Level Agreement). It’s a standard concept — essentially, the rules that dictate how quickly one company must fix something for another. What’s likely happening right now is that EA has engaged AWS to investigate. Since this isn’t a total outage, it’s unclear how AWS is prioritizing it.
Depending on the priority level, it could take AWS weeks or even months to resolve this — not because EA doesn’t care, but because their contract might not make this issue a top priority.
AWS has to reproduce the problem in a non-production (testing) environment before it can safely make changes. So, in short: EA needs to prove there’s a problem (that’s why we’re sending traceroutes), AWS has to reproduce it, then get approvals to update the affected network paths surgically. We might be here a while.
staff often can’t share detailed backend information, either because they don’t have it or due to company policy so i see why they been telling us soon all the time
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