My recommendation would be one of the following for bronze customers: 1. Give bronze customers 1 (non-billing) support ticket per month 2. Give bronze customers N tickets per year 3. Give bronze customers 1 ticket for every X dollars spent on services (1 ticket per $150 spent on services, for example... not per month but spent cumulatively). This way you're "earning" tickets based on spend rate
It's really an odd type of service where you are paying for services but have limited ability to receive support. I think it sort of evolved from the old days when everything was free... then they introduced billing without a comparable support system. Eventually somebody came up with this pay for support model which I am just fundamentally against on principle... if you charge for a service you should stand-up and support the service. It just seems like the App Engine is completely free mentality still lingers a bit too much... FYI... I am also only a bronze customer (paying for services but not $150/mo for special support) and had a recent billing inquiry. The initial response took a while for me too (6 days sounds about right), however, once I received a reply I couldn't have been happier with the support I received. AFAIK I could reply to all the emails I received and I did reply 2-3 times. Once the Google support team was engaged (after initial contact) the replies came back quickly every time. My support person took a genuine interest in my case and helped resolved my issue. Once you get a hold of them, the Cloud Services support team is really good (from my experience). On Thursday, August 28, 2014 7:48:37 AM UTC-4, Kaan Soral wrote: > > I've recently created a ticket through the free billing support ( > https://support.google.com/code/contact/cloud_platform_billing?rd=1) > > After ~6 days, I got a reply (of course I supressed the issue in 6 days, 6 > days is a long long time, but it really doesn't matter) - the issue was a > minutely quota increase request > > The assigned representative was pretty excellent, contacted the > engineering team, and updated me at each step, *however*, all of the > emails are sent from noreply emails, and there is no way to reply back to > the representative, he is updating me on the issue, asking questions > related to the issue, however I can't reply to him, feels pretty bad > > In the meantime someone from engineering requested some information too, > this time from a repliable email, I think I might get a quota increment > after all (It has been 2 weeks from my request, I'm guessing I might get a > final reply soon, all my previous/ancient attempts had failed) > > My suggestion would be to implement a decent communication interface for > Bronze support too (I haven't seen the Silver/Gold interface) > -- You received this message because you are subscribed to the Google Groups "Google App Engine" group. To unsubscribe from this group and stop receiving emails from it, send an email to google-appengine+unsubscr...@googlegroups.com. To post to this group, send email to google-appengine@googlegroups.com. Visit this group at http://groups.google.com/group/google-appengine. For more options, visit https://groups.google.com/d/optout.
