Yeah, it is very unfortunate that AE SLA does not cover increased latency and other malfunctioning caused by the internal infrastructure but it is also true that, for instance, AWS and Rackspace SLA does pretty much the same. They all talk about downtime. I'd be curious to see an SLA (for PaaS or IaaS) that covers a service degradation.
Though a fair comparison would be GAE vs Heroku / Azure / CloudFoundry / OpenShift / <place your prefered>, but then most of them don't even have one. And if they do, they usually refund 25-30% max (vs 50% GAE). -- alex On Wednesday, June 13, 2012 10:20:23 AM UTC+2, nischalshetty wrote: > > We have been on GAE/J from more than 2 years now. We have 2 products that > run on it. A couple of weeks ago, I noticed an unusually high latency for > one of our products and as a result a high number of instances being > present (I guess if latency increases, the number of instances would > increase as well to serve new requests). > > I logged a production issue > (link<http://code.google.com/p/googleappengine/issues/detail?id=7624>) > and the gae team took it up swiftly and started work on fixing it. Though > it took time to fix it, I was happy that they were in touch while fixing > the issue. > > Since the bump in instances was a result of the problem encountered due to > a degradation of GAE infrastructure, I thought it was right on my part to > ask for a refund of the extra billing charges that were levied. > > Our charges are usually in the range of $30 per day but during the 3 days > the charges were *$86, $188 and $47* (attached the screenshot). That's > pretty steep and it does hurt our weekly budgets as we're a bootstrapped > startup. > > When I contacted customer service and asked for a refund I was told that > the SLA is violated when there are exceptions thrown with error code 500. > Since that wasn't really the case here, we were denied the refund. > > In our case it was the latency(caused due to some problem with appengine) > that made our app take a big hit which means it isn't covered under SLA! In > case the GAE infrastructure degrades again, and instances spin up at a > crazy rate once more, it means we have to pay the charges. I dread if this > problem ever crops up again and stays for a week. > > This can happen to anyone due to any bug in appengine and I thought it was > good to give a heads up. If GAE causes a high number of instances to spin > up for no fault of yours, you would still end up paying the charges. > -- You received this message because you are subscribed to the Google Groups "Google App Engine" group. To view this discussion on the web visit https://groups.google.com/d/msg/google-appengine/-/nYcjpt9z5jkJ. 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.
