I've been a paying Fly.io customer for 3 years now, and for the past 18 months, I've had no real issue with any of my apps. In fact, I don't even monitor our Fly.io servers any more than I monitor S3 buckets; the kind of zero devops I expect from it is already a reality.

> it's one person who had issues

Issues specific to an application or one particular account have to be addressed as special cases (like any NewCloud platform, Fly.io has its own idiosyncrasies). The first step anyway is figuring out just what you're dealing with (special v common failure).

> looks like a theatre

I have had the Fly.io CEO do customer service. Some may call it theatre, but this isn't uncommon for smaller upstarts, and indicative of their commitment, if anything.