On Fri, Jul 22, 2011 at 3:26 PM, Joshua Smith <joshuaesm...@charter.net> wrote: >
Hi Joshua, > 61% of posts answered within 2 days > > 1. I am glad that you are tracking this. I'm glad that you find interest into those metrics. > 2. That's NOT a good percentage. Since this is your main support channel, > this should be 99.995% in 1 day. I'm not kidding. If you want to be in the > software business, walk the walk. The purpose of the groups is for App Engine developer to help each others, as per the group description: """ Discussion group for Google App Engine. For Python-only dialog, see the Python group, same goes for Java. Also see Downtime Notify for maintenance info. API Gurus: experienced developers who watch this group, answering questions & providing valuable feedback: Geoffrey (Wooble) Spear & Robert Kluin """ And the purpose of this metrics was to measure level of engagement and reactivity of the community as a whole (not only Googler) in the different threads. > 3. I'm skeptical about your measurement technique. "Answered" doesn't mean > answered unless the problem is actually resolved. The pattern I usually see > is: > - I post a question > - You ask for some more information > - I provide that information > - Crickets. > My bet is that you are counting that as "answered" since you responded to > the initial question. But it ain't answered in the stack overflow sense of > the word. And that sense is all that matters. I'd love to track the actual resolution of questions but we miss metadata to check if a question has been answered. Maybe we (as the community) can agree on some convention were we use nickname++ people as a signal of the question of the current thread being answered, or we (community) can decide to shift those question to Stack Overflow and keep the group for more casual discussion. I'd love to hear what others think about that. > Let's hope that when you come out of preview and start charging us all that > money, you step it up a bit on the support side. I know that customer > support has about negative priority at google, so I recognize that it will > be a challenge. If you take a look a the new pricing model we announced: http://www.google.com/enterprise/cloud/appengine/pricing.html You will notice that we mention SLA and Operational support for Paid and Premium app, which is a strong indicator that we are serious about this. -- Johan Euphrosine (proppy) Developer Programs Engineer Google Developer Relations -- 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.
