“Unprecedented” Google Cloud Event Wipes Out Customer Account and its Backups
Freeman writes:
Buried under the news from Google I/O this week is one of Google Cloud's biggest blunders ever: Google's Amazon Web Services competitor accidentally deleted a giant customer account for no reason. UniSuper, an Australian pension fund that manages $135 billion worth of funds and has 647,000 members, had its entire account wiped out at Google Cloud, including all its backups that were stored on the service. UniSuper thankfully had some backups with a different provider and was able to recover its data, but according to UniSuper's incident log, downtime started May 2, and a full restoration of services didn't happen until May 15.
UniSuper's website is now full of must-read admin nightmare fuel about how this all happened. First is a wild page posted on May 8 titled "A joint statement from UniSuper CEO Peter Chun, and Google Cloud CEO, Thomas Kurian." This statement reads, "Google Cloud CEO, Thomas Kurian has confirmed that the disruption arose from an unprecedented sequence of events whereby an inadvertent misconfiguration during provisioning of UniSuper's Private Cloud services ultimately resulted in the deletion of UniSuper's Private Cloud subscription. This is an isolated, 'one-of-a-kind occurrence' that has never before occurred with any of Google Cloud's clients globally. This should not have happened. Google Cloud has identified the events that led to this disruption and taken measures to ensure this does not happen again."
[...] A June 2023 press release touted UniSuper's big cloud migration to Google, with Sam Cooper, UniSuper's Head of Architecture, saying, "With Google Cloud VMware Engine, migrating to the cloud is streamlined and extremely easy. It's all about efficiencies that help us deliver highly competitive fees for our members."
[...] The second must-read document in this whole saga is the outage update page, which contains 12 statements as the cloud devs worked through this catastrophe. The first update is May 2 with the ominous statement, "You may be aware of a service disruption affecting UniSuper's systems." UniSuper immediately seemed to have the problem nailed down, saying, "The issue originated from one of our third-party service providers, and we're actively partnering with them to resolve this." On May 3, Google Cloud publicly entered the picture with a joint statement from UniSuper and Google Cloud saying that the outage was not the result of a cyberattack.
[...] The joint statement and the outage updates are still not a technical post-mortem of what happened, and it's unclear if we'll get one. Google PR confirmed in multiple places it signed off on the statement, but a great breakdown from software developer Daniel Compton points out that the statement is not just vague, it's also full of terminology that doesn't align with Google Cloud products. The imprecise language makes it seem like the statement was written entirely by UniSuper. It would be nice to see a real breakdown of what happened from Google Cloud's perspective, especially when other current or potential customers are going to keep a watchful eye on how Google handles the fallout from this.
Anyway, don't put all your eggs in one cloud basket.
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