Current Sitaution -- If there is an outage with ArcGIS Online, you have to submit a ticket. That ticket then goes into a cue and sits, potentially over the weekend without someone looking at it until Monday after you call in to get it looked at. After which the analyst will often take over an hour to acknowledge there is an issue with ArcGIS Online....and then you spend the next two hours after that watching the status board only to finally, on hour 3, see a status change acknolwedging your issues as being felt by others.
Future Fix -- Esri provides a 24/7 way to contact ArcGIS Online technical support to report an outage, especially for those paying for the premium feature data store. When its an obvious issue and testable, an immediate update is made to the status.arcgis.com page where it doesn't have to go through 7 layers of bureaucracy to get updated. Oh yes, did I mention this is happening on a weekend? Yes ---- outages do happen on a weekend, should be reported as such, and responded to especially since you have local, state, and federal government useing ArcGIS Online. Private industry too.
Time to grow up and start providing that rapid 24/7 support Esri.
