Tyler is missing something in blaming customer when okta support explicitly states don't upload passwords.. what happens when a customer asks for help to remove passwords.. Often, support isn't going to be helpful.. when that happens the requirement to remove becomes unsupportable as a way to remove responsibility from Okta.
Excellent point! I think the key is setting expectations (whatever they are) and then living up to those expectations. It's when the line is blurry that ownership becomes difficult. We also have to look at the expectations (the line being drawn) and reevaluate it periodically to make sure that it's well designed over time. Thanks for commenting!
IMO, it's all on Okta - they required customers to do something that 99% of their customers weren't going to be able to do. And the fact that no one reads instructions in the US lifts that percentage to 100%. On top of all that, they were leaving themselves open to liability, made them an attractive target, and it bit them, HARD.
Tyler is missing something in blaming customer when okta support explicitly states don't upload passwords.. what happens when a customer asks for help to remove passwords.. Often, support isn't going to be helpful.. when that happens the requirement to remove becomes unsupportable as a way to remove responsibility from Okta.
Excellent point! I think the key is setting expectations (whatever they are) and then living up to those expectations. It's when the line is blurry that ownership becomes difficult. We also have to look at the expectations (the line being drawn) and reevaluate it periodically to make sure that it's well designed over time. Thanks for commenting!
IMO, it's all on Okta - they required customers to do something that 99% of their customers weren't going to be able to do. And the fact that no one reads instructions in the US lifts that percentage to 100%. On top of all that, they were leaving themselves open to liability, made them an attractive target, and it bit them, HARD.