Hi again Kaan, I found the case and discussion. There were a few times when you got no response for several days - I acknowledge that. We will set up alarms to make sure we respond to billing issues promptly, similarly to the alarms we have for technical issues.
There was a message to you which summarized the various credits which appeared on your invoice, but it came after the invoice itself! This is probably the SLA message that you mentioned. I think the best solution here would be to include links from the invoice to the reasons for each charge or credit. What do you think? I like the feedback that support should be automated, faster, free to high spenders, and more transparent about issues. We will work on all of these things. Also, thanks for the kind words about John Lowry, I'll pass it along. Thanks for being an App Engine customer and promoter for so long. I have also used App Engine for 4+ years (before my current role in Google tech support) but I never had an issue like this. I hope we were able to show that we're committed to your success. Thanks for your feedback, it will make App Engine stronger for everyone. Best regards, -Luke On Tuesday, January 13, 2015 at 12:07:27 PM UTC-8, Kaan Soral wrote: > > 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.
