Sorry, this is the correct link to the form! https://docs.google.com/spreadsheet/viewform?hl=en_US&formkey=dC1DMmpPSU1WZnk0d1FMa3JmNXIwaGc6MQ#gid=0
On 24 November 2011 11:12, Andrius A <[email protected]> wrote: > Thank you Greg for your answers, I understand that there is no support for > non-premier but paying customers available directly from Google. I think > this should be said in your public site, because my customers whom I sell > appengine apps never understand that. they allways ask me where the email, > phone to contact google. > > As you asked previously how we could improve and what should we do. I > think first we need to try find out how many unhappy developers we have and > what are the main problems and when look how you could support that. > > For that reason I have created a form and ask everyone who has issues with > GAE or is unhappy with the service fill in here: > > https://docs.google.com/spreadsheet/ccc?key=0AriN30xUwSy5dC1DMmpPSU1WZnk0d1FMa3JmNXIwaGc > > Regards, > Andrius > > > On 24 November 2011 00:26, Gregory D'alesandre <[email protected]> wrote: > >> Hi Andrius, I've tried to answers your questions below but at a high >> level the thing to understand is that (as I've stated before) there is no >> formal support SLA for non-premier customers. This group and stackoverflow >> are places that you can ask questions where the community can answer and >> periodically the App Engine team will respond as well. There are well over >> 150k developers on App Engine, the majority of them are paying nothing or >> very little, it isn't feasible to try to support all of those developers. >> Given the choice between have all users paying and getting a high level of >> service and many users not paying but some questions go unanswered, we >> opted for the latter. We also created premier accounts for developers who >> need to get answers and are willing to pay what it would cost us to have >> people ready, willing, and able to answer their questions quickly. There >> are suggestions as to additional programs we could provide (such as paying >> per answer) that we might explore in the future but do not exist today. >> This means that if you ask a question in this group it may go unanswered, >> questions asked belligerently or with very little information to help >> someone understand the issue are often the ones that are not answered. >> >> Additional information below: >> >> On Mon, Nov 21, 2011 at 12:49 PM, Andrius A <[email protected]> wrote: >> >>> Greg, >>> >>> before giving any visions, can you please answer the following questions: >>> >>> 1) Honestly, how confident your team is with current GAE release? 100%? >>> >> I am confident that it will work for the vast majority of our users >> without major issues. I am not confident that the release is bug-free as >> anyone who as ever released software will tell you, no release is bug-free. >> >> >> >>> 2) Do you/your team think/know that there is issue with providing >>> support to dev community? >>> >> I believe there are people in the community who would like to get a >> higher level of support, but this will always be the case, no matter how >> high a level of support is given. In an ideal world we would be able to >> answer all questions for all developer all the time, but it would be >> prohibitively expensive as a lot of the people asking questions do not pay >> anything for the service. >> >> >>> 3) From scale 1 (less important) to 10 (most important) how important >>> for your company is to support us as dev community? >>> >> I believe it is incredibly important to support the developers who use >> App Engine. By the tone of your question it seems like you feel that >> supporting the dev community means answering any question that arises in >> Groups. In fact there are a wide variety of ways to support those >> developers ranging from various communication methods to ensuring App >> Engine is running appropriately and continues to run appropriately. >> >> >>> 4) Do you have full time dedicated people working to support us, reading >>> these mail groups? If so, how many people? >>> >> We do have full time dedicated people working support for Premier >> Accounts. There are a number of people on the App Engine team (including >> me) that spend a portion of their time supporting developers (again with >> that caveat that this includes things outside of reading emails in the >> group). >> >> >>> 5) Do you have any plans to increase/dedicate more people to support the >>> community? >>> >> We are are always evaluating the best way to support the product but we >> don't disclose externally how many people work on any one particular item >> partially because the numbers change periodically. >> >> >>> 6) Did you try to determine how many disappointed developers do you have >>> with the service you provide? If so, did you try to find out the reasons? >>> >> We are always trying to stay aware of the current level of satisfaction >> of our users and the reasons why. As you can see from the other responses >> to this thread, while you obviously feel disappointed there are many who do >> not. >> >> >>> 7) Do you measurethe production issues left unanswered (per week, month)? >>> >> We do track the number of issues we have with production but not the >> number of production issues in the issue tracker as many are not actual >> production issues. We do use it as a way to get indication that many users >> might are seeing any issue but there are a number of issues that are user >> error. The signal to noise ratio is relatively low so we don't track it >> directly. >> >> >>> 8) Do you have any procedures you tell to your developers how to assist >>> us? If so, can we know the key ones? >>> >> I'm not sure I understand the question. We do not instruct the software >> engineers that they have to answer issues but there are a lot of people on >> the App Engine team that are not software engineers. >> >> >>> 9) Do you have someone senior monitoring our emails and your support >>> members answers to mail groups/forums? >>> >> Yes. Me. >> >> Greg D'Alesandre >> Senior Product Manager, Google App Engine >> >> >>> >>> >>> These answers could show what is the current situation, so we can then >>> make the further suggestions. >>> >>> Thanks, >>> Andrius >>> >>> >>> On 21 November 2011 18:28, Gregory D'alesandre <[email protected]> wrote: >>> >>>> This group and stackoverflow are essentially the solution you are >>>> referring to. There are a number of people in the group that respond to >>>> the majority of questions and when something seems like it is a true issue >>>> someone from the App Engine team starts looking into it. The main >>>> difference between this forum and premier support is that there is no >>>> guaranteed response time. That's the basic idea of course but it sounds >>>> like you don't feel like it is working. How would you envision it working >>>> differently/better than this group does? >>>> >>>> Thanks, >>>> >>>> Greg >>>> >>>> >>>> On Mon, Nov 21, 2011 at 10:03 AM, zdravko <[email protected]>wrote: >>>> >>>>> Greg, can you also work with your bean counting team to determine the >>>>> added value of GAE user groups acting as their own first support line >>>>> and then passing onto GAE team just the real issues that to some >>>>> extent GAE should pay to be informed about in the most concise >>>>> possible way. Ask them what they think should be charged to support >>>>> such small groups of say up to 100 small users ? >>>>> >>>>> On Nov 21, 12:57 pm, "Gregory D'alesandre" <[email protected]> wrote: >>>>> > In order to get a premier account you'll need to go through a >>>>> corporate >>>>> > credit check (due to being billed offline rather than having a >>>>> credit card >>>>> > verified) which means you need to be an incorporated entity. This is >>>>> > likely the biggest issue you'll run into as I'm not sure how many >>>>> people >>>>> > are willing to form a new company (including absorbing the liability >>>>> behind >>>>> > it). Having people outside an existing company asking questions >>>>> through a >>>>> > single support account would be consider an abuse. If you are truly >>>>> > interested in exploring this (as in you are ready to incorporate) >>>>> let me >>>>> > know and I can work with the legal team to determine if we see any >>>>> issue >>>>> > with it. >>>>> > >>>>> > Greg >>>>> > >>>>> > >>>>> > >>>>> > >>>>> > >>>>> > >>>>> > >>>>> > On Mon, Nov 21, 2011 at 9:27 AM, Andrius A <[email protected]> >>>>> wrote: >>>>> > > hosting applications under premier account for are big community >>>>> would not >>>>> > > work, as it would be difficult to calculate the usage separtly, >>>>> but I am >>>>> > > thinking more about getting various issues resolved and questions >>>>> answered. >>>>> > > we could have a small organization and use premier account for >>>>> education >>>>> > > and testing our apps and limit it to 20-30 members? so we could >>>>> all have a >>>>> > > copy of our application running and use it for support? >>>>> > >>>>> > > On 21 November 2011 17:16, Barry Hunter <[email protected]> >>>>> wrote: >>>>> > >>>>> > >> I dont see how its going to work. Everyones apps would need to be >>>>> > >> under the same 'Google Apps Account' >>>>> > >>>>> > >> There can only be two 'contacts'. So few people would have to be >>>>> the >>>>> > >> point of contact for all requests - another bottleneck/SPOF into >>>>> the >>>>> > >> 'system' >>>>> > >>>>> > >> All billing for all the apps would go to one person (by invoice). >>>>> Who >>>>> > >> would then have to collect payment from all the partipating >>>>> > >> developers. >>>>> > >>>>> > >> Pretty sure somewhere that there is a limit ot the number of >>>>> requests >>>>> > >> per month. A shared system will quickly burn though its 'quota' >>>>> > >>>>> > >> ... and Google would notice pretty quickly, and almost certainly >>>>> look >>>>> > >> unfavorably on the 'abuse' of the system. >>>>> > >>>>> > >> On Mon, Nov 21, 2011 at 5:04 PM, Andrius A <[email protected]> >>>>> wrote: >>>>> > >> > As you know we all have problems with GAE, lots of issues and >>>>> unanswered >>>>> > >> > questions and Premier Account costs a lot for a single >>>>> developers or >>>>> > >> > startups. >>>>> > >> > What about if we create a independent GAE Developers >>>>> Organization and >>>>> > >> open a >>>>> > >> > single Premier Account? In such a way we could split the cost >>>>> and have >>>>> > >> our >>>>> > >> > issues/questions prioritized and use collective power to push >>>>> things >>>>> > >> > forward. >>>>> > >> > Let me know who is up for it?! >>>>> > >> > Regards, >>>>> > >> > Andrius >>>>> > >>>>> > >> > -- >>>>> > >> > 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. >>>>> > >>>>> > >> -- >>>>> > >> 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. >>>>> > >>>>> > > -- >>>>> > > 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. >>>>> >>>>> -- >>>>> 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. >>>>> >>>>> >>>> -- >>>> 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. >>>> >>> >>> -- >>> 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. >>> >> >> -- >> 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. >> > > -- You received this message because you are subscribed to the Google Groups "Google App Engine" group. 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