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 -- 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.