Does anyone have experience with this? It'd be really interesting to find out what you get and for what ballpark figure.
On Sep 17, 8:13 am, Chap <[email protected]> wrote: > They offer a paid support plan with guaranteed response times: > "We offer ticket-based support for all Heroku users through our > zendesk ticket system, Mon-Fri from 6am-6pm PST. If you need specific > response times and SLAs, we offer custom packages. Please contact us > for more info." > Fromhttp://docs.heroku.com/faq-accounts-billing#do-you-offer-support > > On Sep 16, 3:06 pm, Mike <[email protected]> wrote: > > > > > Are people comfortable with using Heroku on serious applications? If > > so, how did they come to that decision? > > > I have been developing my application on Heroku for some time now, and > > I've observed that the support can be really worryingly uneven. > > > I'm running a modest sized app, it's costing me around $150 a month, > > so at this amount, I know that I can't have dedicated support staff on > > call whenever I want. However, even when I select "My app is > > unavailable" which is presumably their highest level of support, hours > > can sometimes pass before anyone even gets assigned to my ticket. > > > In my current case, I was upgrading from using Postgres search on my > > app to Websolr search. To do this, I planned to push as two separate > > pushes with a migration in between, and their push tool died in the > > middle of my second push, apparently due to the fact that New Relic > > was not responding. Now every time I push Heroku is rejecting it > > saying there is already a slug being compiled, leaving my app in a > > half-upgraded broken state. > > > It's been like this for hours now, and the support ticket is still > > "awaiting assignment to a help desk operator" and there isn't really a > > single thing I can do to try and improve on the situation. There's > > nothing I can do to escalate my request, and everything is so > > abstracted there's no way I can try to fix the problem. > > > Just last month there was another thread by someone whose app was > > mysteriously stuck in maintenance mode with no one assigned to their > > support ticket for an entire day. > > > I love how easy Heroku makes it for me to rapidly prototype and > > develop my app, but it's hard to see how I can stay on it long term > > with such uneven support. Combine this with the fact that when error > > messages do come out, and they're terribly unprofessional messages > > directed towards administrators rather than end users, and I almost > > feel like they don't even want Heroku to be something that serious > > applications can use. I submitted a ticket about the error messages > > when I first saw them like half a year ago, and they said they'd fix > > them, and they're still like this. > > > Maybe I'm just frustrated right now, what are others' thoughts on this? -- You received this message because you are subscribed to the Google Groups "Heroku" 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/heroku?hl=en.
