Hi Ryan, thanks for taking time to reply to my posting and thaks for all the great work that is going on at GAE. I am glad to hear that the indexes problem will be resolved in 1.2.6, it has been one of the few but very acute problems when it happens. I am also content to see that Google has been taking time to acknowledge and prioritize bugs the past week.
I read http://www.joelonsoftware.com/articles/customerservice.html and also totally agree with the approach. We all want to not need customer support, this is the nirvana!!! However, when we need support, like in the case of the indexes quotas bug, we do need a timely response. We also need privacy and a system to track and measure this "timely response". We all know that independently of how great the team is, support will be occcasionally needed. So I think Google should reconsider my suggestions about customer support in GAE (http://groups.google.com/group/google-appengine/browse_thread/thread/ 03fd57a38f130dee) and icrease the funding to incorporate them or an alternative that meets the goals. I will be waiting to hear Google's roadmap on support; in the meantime this remains in one of my top items in the "why GAE is not ready for prime time" list. Best Regards On Sep 15, 4:04 pm, ryan <ryanb+appeng...@google.com> wrote: > hi peter! > > On Sep 15, 3:01 am, gae123 <pa...@gae123.com> wrote: > > > Unfortunately, the reality I see and face in the ground for the past > > 16 months is different. As I am writing this, I have 2 GAE powered > > sites down for TWO DAYS[1] and I am still waiting. The root cause? > > Simple "index count quotas" reseting issues that Google can solve on > > thanks for the feedback, and apologies for the trouble. you're right, > that particular quota has been troublesome for a long time, and when > people have hit it, the only recourse has been to post to the group > and wait for someone here to fix it manually. we've definitely been > aware of this for a while, and we've known the status quo wasn't good > enough. > > happily, your timing is good, since we managed to prioritize this just > a couple weeks ago. in 1.2.6, the index count quota will be handled > much better, both in real time and behind the scenes so that if it > does skew, it will automatically be fixed. we follow a fairly agile > process internally, so we don't usually schedule release dates ahead > of time, but based on our track record so far > -http://code.google.com/p/googleappengine/wiki/SdkReleaseNotes- we've > put out releases roughly once a month, and 1.2.6 will probably follow > that pattern. > > i also feel your pain in the support department. we wish we had the > resources to provide more high-touch support! we're not a large team, > though, so we have to ruthlessly prioritize. that often means less > individual support, and it can also means prioritizing necessary but > invisible internal changes over developer-visible features and bug > fixes. > > personally, i favor the approach joel spolsky describes > inhttp://www.joelonsoftware.com/articles/customerservice.html. > naturally, when a developer hits a problem, we should try to fix it > for them immediately if we have the resources. more importantly, > though, we should try to change app engine so that problem doesn't > happen at all. there are lots of possible app engine improvements like > this, so some of them - like the index count quota - don't get fixed > right away. we definitely try to keep track of them all, though, and > get to them all eventually. (of course, as you mention, we can always > improve the ways we communicate so that you know we're aware of a > problem and do plan to work on it eventually.) --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "Google App Engine" group. To post to this group, send email to google-appengine@googlegroups.com To unsubscribe from this group, send email to google-appengine+unsubscr...@googlegroups.com For more options, visit this group at http://groups.google.com/group/google-appengine?hl=en -~----------~----~----~----~------~----~------~--~---
