Hi Lawrence, a few points: First, I agree that it is odd that the billing team would ask you to come to the App Engine mailing list about a problem with Cloud SQL. Thank you for sharing your billing case number so that we can figure out what went wrong.
Second, I should explain our community support model: - We (Cloud Platform Support) monitor this and several other mailing lists (including one for Cloud SQL) in order to provide help to as many people as possible. Our activity on these forums leans toward providing advice and pointing folks in the right direction. - We also keep an eye out for people who have slipped through our normal support channels - We monitor this mailing list only during North American business hours. And since I wrote the automation in question, I feel okay disclosing that the script which alerts us to new mailing list threads doesn't trigger on keywords in the thread. - In parallel with our community support activities, we offer paid support contracts which carry an SLA around initial response time for critical issues. Depending on the nature of your business the cost of a support contract may be appropriate. For you, the right direction seems (from what you've stated) to be the billing team. It also seems like your existing billing case wasn't handled well, and it's completely appropriate to escalate here. Lastly, back to your original problem of the stuck Cloud SQL instance. I see that you opened issuetracker.google.com/issues/36290200. This is the right approach when you suspect a bug (as this might be, given how long ago you re-enabled billing), but we will need more information such as the instance that is stuck. On Thursday, March 16, 2017 at 12:42:48 PM UTC-4, Lawrence Mok wrote: > > Hi Jordan, > > Case number for CloudSQL issue is: > > [#12317695] General Cloud Billing Query [] [ > ref:_00D00VNwG._5006015YLfd:ref ] > > If possible could you just start my instance first before fixing anything? > We had dozen of website depending on this database and now we cannot offer > all the services to our client and we cannot accept any payment from any > new clients too > > Thanks for your help > > > > On Thursday, March 16, 2017 at 11:55:16 PM UTC+8, Jordan (Cloud Platform > Support) wrote: >> >> Hey Lawrence, >> >> Could you provide the case number for the Billing Case you opened so that >> I can see your project information. As previously noted Google Groups is >> not for technical support and if they needed to route you (because your >> billing account is ok) it should have been either directly to technical >> support or to the the Issue Tracker >> <https://cloud.google.com/support/docs/issue-trackers>. >> > -- 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 https://groups.google.com/group/google-appengine. To view this discussion on the web visit https://groups.google.com/d/msgid/google-appengine/a6ac2ba1-cbbc-4c4f-b7cb-3b5cb0168bb4%40googlegroups.com. For more options, visit https://groups.google.com/d/optout.
