This seems like a fantastic idea ... I hope that Google has plans for this type of support for application developers in the future. If they want to avoid getting hammered with trivial issues they could implement a pay-per-issue support feature to allow those of us who have businesses that depends on GAE to report important issues and get a response right away.
Stephen On Jun 23, 11:36 am, gae123 <[email protected]> wrote: > I have been using the GAE for about a year now. On the positive side, > I had very few problems. Pretty much everything works as described in > the documentation. > > As far as I can remember, I had three incidents where I needed support > from Google. At the end all my issues were resolved by the great > Google folks who monitor the group BUT not in a very timely manner. > > In the first incident, my problem was resolved in a couple of days. In > the other two incidents it took 5-8 days. In the most recent case, > that took 8 days we lost valuable time because of the following > reasons: > > 1) The Google Engineer who first handled my case what in an overseas > timezone (Nick is in Ireland, I am in California) and the latency of > requests responses was 24 hours > 2) Since I did not want to reveal information about my site in a > public forum I sent it through private e-mail that was classified as > spam > 3) Another user who had nothing to do with me intervened to the thread > with his issues and confused the situation > > So I am wondering, > > 1. Is there a better way to get support? You know some application > (proably part of the dashboard) where you file a ticket, you describe > the issue and its priority and you get back a ticket number, you > have an option to keep it private between Google and you etc? In GAE > spirit develpers could even get a few tickets free per month and then > pay if they go over their ticket quotas :-) > 2. If not, s something like that or even better than that in the > plans? > 3. In the meantime, I described what I did to get support, should I > have done something in a different way? > > Thanks > > PS: In all three issuesthe problem was around indexes problems. There > seems to be a bug where if some index quota is exceeded the indexes > get in some weird state and Google personnel has to intervene. --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "Google App Engine" group. To post to this group, send email to [email protected] To unsubscribe from this group, send email to [email protected] For more options, visit this group at http://groups.google.com/group/google-appengine?hl=en -~----------~----~----~----~------~----~------~--~---
