non-existent support?
MG
It appears that to get any support from Google a company has to
purchase a very expensive support plan. Regularly billed apps get
nothing - real production issues (e.g. indexes stuck in "error", even
with vacuum attempts) that affect app behavior don't get any attention
for hours or even days.
Is this just my outlying perception, or indeed Google does not treat
its paying AppEngine customers as other businesses threat them? Does
Google have actual 24x7 support team with GAE?
We are seriously considering switching to AWS because of this...
MG
Shane Elbo
If you want a service with official support, AppEngine is not where you should go.
Brandon Wirtz
While I have made fun of the support plan, don’t think that it is because it “is not much better” it just isn’t what most people think. They aren’t going to reach in and re-write your code, and if you are on MS it doesn’t magically fix those limitations. If you have down time, likely there is an outage and it won’t help with that.
Support however is invaluable if you are going to do a migration, or if you need deep information about how something works. If you have a big client it is also worth it to get the guarantee that your terms won’t change for however long, and that you can say “Yes I spoke with Google they estimate resolution in X hours”
Getting priority support is also worthwhile if you want to make sure you have early access to features so that you can test them before they are fully deployed.
Lastly, having a support rep is good for making sure Google knows what your app does, so that when decisions are being made, you are a use case they are aware of. $500 a month is cheap for all of this if you really are running at Enterprise scale. 25% of your monthly bill for support is cheap.
For people with $100 a month bill, yes this looks daunting, but at the risk of sounding like a pompous ass (which I am) if you are that small, you don’t need any of the things I outlined above.
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MG
On Jan 29, 6:04 pm, "Brandon Wirtz" <drak...@digerat.com> wrote:
> While I have made fun of the support plan, don't think that it is because it
> "is not much better" it just isn't what most people think. They aren't going
> to reach in and re-write your code, and if you are on MS it doesn't
> magically fix those limitations. If you have down time, likely there is an
> outage and it won't help with that.
>
> Support however is invaluable if you are going to do a migration, or if you
> need deep information about how something works. If you have a big client
> it is also worth it to get the guarantee that your terms won't change for
> however long, and that you can say "Yes I spoke with Google they estimate
> resolution in X hours"
>
> Getting priority support is also worthwhile if you want to make sure you
> have early access to features so that you can test them before they are
> fully deployed.
>
> Lastly, having a support rep is good for making sure Google knows what your
> app does, so that when decisions are being made, you are a use case they are
> aware of. $500 a month is cheap for all of this if you really are running
> at Enterprise scale. 25% of your monthly bill for support is cheap.
>
basic things like "something is broken on your side, could you,
please, have a look?" Have a look at AppEngine open issues - dozens of
new production issues opened over the last couple of days (Friday
evening to Sunday), and zero attention from Google. Compare this with
AWS forums - there is always somebody from Amazon online, answering
within an hour. Or compare this to RackSpace, where they have 24x7
live chat.
Robert Kluin
think they are obviously trying to improve on this front. I see new
Googler's names propping up answering questions all the time, so the
team is clearly growing. Voicing your concerns is probably good
feedback for them.
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Shane Elbo
It seems to me that Google constantly hide threads that says something bad on AppEngine from the group just to makes AppEngine "looks better" to new users.
If this is not evil, I dont know what is.
timh
Brandon Wirtz
Yes they consistently move the thread to “ Teens in Jeans” and “Buy Hebals online easy” groups because they are trying to make GAE look better. Google Groups via the web sucks, use the list serve if you want to follow a thread.
Brandon Wirtz |
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