!!!URGENT!!! CloudSQL Suspended after disable and re-enabling Billing

[Lawrence Mok]

As titled, CloudSQL Suspended after disable and re-enabling Billing.

According to documentation here: https://cloud.google.com/sql/docs/mysql/diagnose-issues?hl=en_US&_ga=1.228378330.672584162.1466383404#suspended

The instance may be unsuspended if the issue is resolved.

However this seems not the case, almost an hour had passed and the CloudSQL is still suspended and there's no option to start it.

Need help ASAP

[Lawrence Mok]

Database is down for more than 7 hours and still down........

[Jordan (Cloud Platform Support)]

Hey Lawrence,

Google Groups is meant for general product discussions and not for technical support. I highly recommend you contact Billing Support so that they can resolve the issue for you. For all other issue reports or feature requests you can file a public Issue Tracker report. 

[Lawrence Mok]

The billing support team staff ask me to come here........now I am being kicked around. Why Google staffs are so irresponsible now? 

[Jordan (Cloud Platform Support)]

Hey Lawrence,

Could you provide the case number for the Billing Case you opened so that I can see your project information. As previously noted Google Groups is not for technical support and if they needed to route you (because your billing account is ok) it should have been either directly to technical support or to the the Issue Tracker. 

[Lawrence Mok]

Hi Jordan,

Case number for CloudSQL issue is:

[#12317695] General Cloud Billing Query [] [ ref:_00D00VNwG._5006015YLfd:ref ]

If possible could you just start my instance first before fixing anything? We had dozen of website depending on this database and now we cannot offer all the services to our client and we cannot accept any payment from any new clients too

Thanks for your help

[Jesse Scherer (Google Cloud Support)]

Hi Lawrence, a few points:

First, I agree that it is odd that the billing team would ask you to come to the App Engine mailing list about a problem with Cloud SQL. Thank you for sharing your billing case number so that we can figure out what went wrong.

Second, I should explain our community support model:

- We (Cloud Platform Support) monitor this and several other mailing lists (including one for Cloud SQL) in order to provide help to as many people as possible. Our activity on these forums leans toward providing advice and pointing folks in the right direction.

- We also keep an eye out for people who have slipped through our normal support channels

- We monitor this mailing list only during North American business hours. And since I wrote the automation in question, I feel okay disclosing that the script which alerts us to new mailing list threads doesn't trigger on keywords in the thread.

- In parallel with our community support activities, we offer paid support contracts which carry an SLA around initial response time for critical issues. Depending on the nature of your business the cost of a support contract may be appropriate.

For you, the right direction seems (from what you've stated) to be the billing team. It also seems like your existing billing case wasn't handled well, and it's completely appropriate to escalate here.

Lastly, back to your original problem of the stuck Cloud SQL instance. I see that you opened issuetracker.google.com/issues/36290200. This is the right approach when you suspect a bug (as this might be, given how long ago you re-enabled billing), but we will need more information such as the instance that is stuck.

[Jordan (Cloud Platform Support)]

Thank you for providing the case, I do see that your Cloud SQL instance is in the suspended state. I also see that you have correctly opened this Issue Tracker to have your instance restarted. 

I direct you to your preexisting Issue Tracker as all further progress will occur there as this is a technical issue.

[Lawrence Mok]

Hi Jesse,

Thanks for your guidance. I was only out of options when the billing support was initially handled poorly and wasted me a lot of time, therefor I have to try every channels and options available trying to reach someone who can help me.

Also the fact that a out of controlled bill looks pretty scary just to anyone.

I know you offer paid support but to us it seems kind of nonsense if the error is on your side. It's more likely that Google should offer a credit to the customer who figure out bugs for you. After all, we spent over 10 working hours here helping you to collect evidence of errors. Which already cost much more than your $150 package.

Anyway, I just hope my issue is resolved quickly. If it take months to fix that database instead of hours, we are already out of business and you will not be getting any payment from us either. That's the worst outcome we can have.