A few answers:
1. We are planning to roll out paid support. This will be the option for any
developer that is running a serious business. It's just not possible to
offer free emergency support at App Engine's price point. Things might be
different if we charged 100x as much, but I suspect that's the worst thing
we could possibly do.
2. No, we do not give ETAs for defect resolution. Defects will be
prioritized by the team based on our assessment of impact.
3. The goal is to improve our documentation. Working in the groups teaches
us where our documentation is deficient. I agree that sometimes the articles
are hard to find. If you have any documentation suggestions, feel free to
open an issue with the label component-docs - though small fixes are much
more likely to make it in than large or unspecific fixes.
4. Yes, we are working on programs that will allow third-party developers to
offer support and training for App Engine. In fact, if you wanted to do so
now, you are more than welcome to, and encouraged to! If this is something
you're already doing with existing clients, please contact me off-list so we
can start a discussion to make sure we are supporting you correctly (that
is, if you're not doing so already).
5. We make a best effort to update docs in other languages. We hear the same
thing from our developers in Japan. Translations are unlikely to happen for
each release, but our goal is to make major changes available in all the
languages we have documentation. If obsolete documentation is doing much
more harm than having no documentation, it may make sense for us to revisit
whether keeping documentation in other languages is a worthwhile project.
--
Ikai Lan
Developer Programs Engineer, Google App Engine
Blogger: http://googleappengine.blogspot.com
Reddit: http://www.reddit.com/r/appengine
Twitter: http://twitter.com/app_engine
On Thu, Jan 13, 2011 at 1:58 AM, Philip philip.mates...@driggle.com wrote:
I agree with you keakon emergencies are really frustrating if cannot
reach someone. For instance yesterday I had a highly critical problem.
Somehow the latency of my app increased so strong that it couldn't
auto-scale any more (avg request latency went up to 10 seconds) so my
app's instances decreased and the traffic remained the same. My
remaining instances were overloaded and the latency couldn't improve
so I could not get any new instances. A malicious loop. Knowing that
my only way to get support was the issue tracker was really
frustrating because I know it would take days/weeks/months until
someone would help me. Fortunately everything improved by itself after
about 1 hour.
On Jan 13, 8:31 am, 风笑雪 kea...@gmail.com wrote:
Hi Ikai,
I'm glad to see this change.
Some issues that reported by me almost a year ago still remains in new
status, so I just thought your team had no much time to take care of our
issues.
When I got something need to be fixed immediately, I also found it was
hard
to contact any of your guys. I usually get response 2 days latter (duo to
time difference) or never.
My another concern is the Chinese document is too out of date. Is there
no
any Chinese engineer works for App Engine team?
Many Chinese developers still refer to the old document and get mislead.
So
I receive various App Engine questions every day in my blog or some
forums
and answer each of them, but I have no easy way to re-share them to most
of
the other Chinese developers (because Google Groups has been blocked by
Chinese government).
I feel like it's very inefficient, and why Google can't do it better?
I know it's difficult for Google to handle so much issues and questions.
I
mean if 1 Googler service 1000 developer, there may need to be
hundreds of Googlers
to service more than 100 thousands App Engine developers (so far as I
known). It's not easy to manage such a big team and expect the developers
won't increase faster than Google's hiring.
At last, I want to ask some questions:
1. Is there a deadline for each issue?
2. How soon can we expect to get resolved when we get emergency problem?
Which is the most efficient way like a hotline? (I know there is App
Engine
for Business Support, but it's expensive for small apps.)
3. Can your team share more articles and details in document instead
of the developers
themselves collecting informations from Google Groups or I/O sessions?
4. Does Google plan to offer trainings of App Engine developing, or
permit 3rd
parties to do it?
Hope this update really helps us.
--
keakon
My blog(Chinese):www.keakon.net
Blog source code:https://bitbucket.org/keakon/doodle/
On Thu, Jan 13, 2011 at 7:50 AM, Ikai Lan (Google)
ikai.l+gro...@google.com ikai.l%2bgro...@google.com
ikai.l%2bgro...@google.com ikai.l%252bgro...@google.com
wrote:
Hey everyone,
Most if not all of you should be aware of the App Engine issues
tracker:
