> Woe unto the person who doesn't come to support with request IDs. My impression the whole time is "these guys can't see their own response latency?"
They can probably see their own latencies at a service level, but if this was only affecting a few tenants, their internal tooling might have security-related restrictions on "dig into the request characteristics of this tenant".
Some providers deal with this by making CSRs log a reason for each access that you need to be prepared to justify when audited, others just lock it down completely outside of particular request patterns (e.g. "provide a request ID"). Pros and cons on both sides really.
They can probably see their own latencies at a service level, but if this was only affecting a few tenants, their internal tooling might have security-related restrictions on "dig into the request characteristics of this tenant".
Some providers deal with this by making CSRs log a reason for each access that you need to be prepared to justify when audited, others just lock it down completely outside of particular request patterns (e.g. "provide a request ID"). Pros and cons on both sides really.