Hi Luke,
Thanks for the follow-up
After 20+ days I received a response from the google support, at this point
the response just sorted out the chaos of the invoices and the results
So basically there were some undefined SLA refunds on invoices and manual
adjustments that covered a portion of my costs and damages, which is better
than nothing, I'm ~satisfied
Things that should be improved, in my opinion:
- The SLA refund process / details / emails should be improved [which
should be automated] (I only got one SLA email and the issue of the refund
preceded my issue, which was really confusing)
- The issues should be covered transparently without omittance(*), the
issue announcement group rarely covers an issue, yet from this community
google groups we observe that there are many issues that goes uncovered
- Free support should be improved, the follow-up logic should be
improved, the initial response times should be improved, the follow-up
response times should be improved (the initial response takes around a
week, the follow-ups also have a similar delay from <a week to almost a
month)
*+* I will also mention that John Lowry's help was invaluable, I'm
considering buying a support package at this point, I can't justify $400/mo
etc, however there are some critical issues/bugs like
these: https://code.google.com/p/googleappengine/issues/detail?id=10988
that would make a direct line to the technical team worth it, this issue is
around for years(?) - I guess a packaged-technical-support-ticket might get
it solved
(I will also take this opportunity to mention that, as most of the people
here, I believe the support should be free or free proportional to
spending, buying a support package is much-like paying to help appengine,
but since we are already paying to make use of this great service, I guess
paying to aid the service makes some sense too)
(*): I'm sure many developers try to uncover what happened during a time
period by themselves, on a regular basis, this is very consuming, it would
really help when these unexplained phenomenon can be explained by
appengine-side glitches, it would also prevent my service/app from being
damaged, as I would detect the issue quicker
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