No support from Firebase

[Joel Relova]

Is is because of the holidays but I have not received any emails or support from google-firebase even after I opened a ticket for 2 weeks. Unacceptable. I have built my whole app on firebase and nervous about non-support. Does anyone know any premium support even if I have to pay? 

Thanks. 

Joel 

[Graham Dickinson]

That's a very good question given that I am also about to stake my fledgling business in Google products, especially Firebase. Looking forward to the answer. :-) 

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[Joel Relova]

I don’t get how a behemoth of a company does not have a support line or even a chat line. Slack has been down for days and I’m moving my agile user stories to a competitor.... I’m now looking for a Plan B for my backend... Hate to go back to AWS but they have good support ....

Joel Relova

Founder 

Game.Set.Match

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[Paul Ruiz]

Hey Joel,

Sorry to hear that you haven't gotten a response, that's definitely frustrating and not the kind of thing we want to see whatsoever. I actually oversee the Firebase support team, so should be able to get you moving forward. If you can email your case number at ptr...@google.com, I'll see what the status is and get you going.

Thanks!

Paul Ruiz

Developer Programs Engineer, Firebase

[Paul Ruiz]

Of course our system shortens my email :P

ptruiz @ google . com

[Graham Dickinson]

It is a concern to me that, after all the great stuff that comes out  of Alphabet, they may never be serious about being an enterprise level service provider, and remain an advertising company with a great search engine. 

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[Kato Richardson]

Hi folks,

I manage the Firebase support team. We respond to most cases within a few days, often within hours. If you aren't seeing that quality of service, feel free to email me directly with your case id and I'll see what went wrong.

Note that we don't have SLAs for our free support program, but you can get enterprise level support through Google Cloud's paid support program. Also note that Slack is a community resource and not directly maintained by Google.

☼, Kato

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Kato Richardson |

Developer Programs Eng |

kato...@google.com |

775-235-8398

[Joel Relova]

Case 00106176: Adding Custom Domain - not verifying [ ref:_00D1Ux0Jq._5003p2U732r:ref ]

Thank you so much for replying back Paul. 

I know we are a startup and cannot afford the Premium support fees or minimums and have been patiently waiting for a response. But google as a startup once...

More info:

 

1) Right now, Godaddy is hosting my homepage/static website (www.playgamesetmatch.com or playgamesetmatch.com) - i don't want to lose this right now.

2) When I want to go to the dynamic web app(firebase)  from the homepage, i want it to resolve to a sub-domain called app.playgamesetmatch.com which should go to one of my Firebase project called GameSetMatchProduction (URL: gamesetmatchproduction.web.app)

 

3) Optionally, I want to setup another sub-domain to dev.playgamesetmatch.com which should go to one of my other Firebase Project called GameSetMatch (currently gamesetmatch-19de0.web.app) - which happens to be my Development environment.

 

I hope this makes it clearer so we can resolve this without too many emails back and forth.

 

Thanks,

 

Joel

 

 

Joel

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[Paul Ruiz]

Perfect, thanks Joel. 

I've read over the case, and we're working on it now. As Kato mentioned, we don't have SLAs, unfortunately, so it looks like the timing for the second contact got caught up in the holidays. We'll have correspondence moving forward with your specific case directly, and should hopefully be able to get you up and running quickly.

Thanks!

Paul Ruiz

Developer Programs Engineer, Firebase

[Joel Relova]

Great. Thank you for the follow up. 

Joel Relova

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[Joel Relova]

Thanks Kato. Re: Case 00106176. I got a response from Celine but never heard back from her after my follow up question. I reopened another ticket but I do not know what that case number is. I tried posting on Slack today and waiting to hear from anyone. 

Thanks for sending me the link for other Support options. I will try to check it out to see what fits me... Being a startup, I might not be able to afford the Premium Support option but we'll see. It's a simple issue for someone who knows DNS and Custom Domains...

Joel Relova

Founder

Game.Set.Match.

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[Sailor Boy Admin]

Thanks for the clarification, Kato. So far, I personally have only experienced support issues on the Google Play Developer side and have seen your responsiveness on Firebase. Thank you. 

Will try to stop worrying too much in these stressful weeks up to app launch. :-) 

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[Kato Richardson]

Best of luck with the launch! 

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[Joel Relova]

Thank you Paul and Kato for your escalation. The holidays can really throw things off... The issue is now fixed...

Spent the 3/4 of the 2020 developing our MVP using Firebase.. Ready to soft launch now...

Joel

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