They offer a paid support plan with guaranteed response times: "We offer ticket-based support for all Heroku users through our zendesk ticket system, Mon-Fri from 6am-6pm PST. If you need specific response times and SLAs, we offer custom packages. Please contact us for more info." >From http://docs.heroku.com/faq-accounts-billing#do-you-offer-support
On Sep 16, 3:06 pm, Mike <mikel...@gmail.com> wrote: > Are people comfortable with using Heroku on serious applications? If > so, how did they come to that decision? > > I have been developing my application on Heroku for some time now, and > I've observed that the support can be really worryingly uneven. > > I'm running a modest sized app, it's costing me around $150 a month, > so at this amount, I know that I can't have dedicated support staff on > call whenever I want. However, even when I select "My app is > unavailable" which is presumably their highest level of support, hours > can sometimes pass before anyone even gets assigned to my ticket. > > In my current case, I was upgrading from using Postgres search on my > app to Websolr search. To do this, I planned to push as two separate > pushes with a migration in between, and their push tool died in the > middle of my second push, apparently due to the fact that New Relic > was not responding. Now every time I push Heroku is rejecting it > saying there is already a slug being compiled, leaving my app in a > half-upgraded broken state. > > It's been like this for hours now, and the support ticket is still > "awaiting assignment to a help desk operator" and there isn't really a > single thing I can do to try and improve on the situation. There's > nothing I can do to escalate my request, and everything is so > abstracted there's no way I can try to fix the problem. > > Just last month there was another thread by someone whose app was > mysteriously stuck in maintenance mode with no one assigned to their > support ticket for an entire day. > > I love how easy Heroku makes it for me to rapidly prototype and > develop my app, but it's hard to see how I can stay on it long term > with such uneven support. Combine this with the fact that when error > messages do come out, and they're terribly unprofessional messages > directed towards administrators rather than end users, and I almost > feel like they don't even want Heroku to be something that serious > applications can use. I submitted a ticket about the error messages > when I first saw them like half a year ago, and they said they'd fix > them, and they're still like this. > > Maybe I'm just frustrated right now, what are others' thoughts on this? -- You received this message because you are subscribed to the Google Groups "Heroku" group. To post to this group, send email to her...@googlegroups.com. To unsubscribe from this group, send email to heroku+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/heroku?hl=en.
