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Why would anyone put anything production critical on Google these days, knowing that they provide 0 support across most of their business?

by davedx 14y ago

tbatterii 14y ago
there is support if you pay for it. in general whenever I file a ticket I get a response within hours. that's at least as good(if not better) as working with any other vendor in my experience. So... where's this 0 support you are talking about?
wiradikusuma 14y ago
because we're paying customers? my bill is peanuts, but i know there are many big customers, e.g. Khan Academy. and also they have Premier Support which is $500/mo.
- dylanvee 14y ago
  Yep. We (Khan Academy) have a lot riding on App Engine, and they are supportive when we run into issues with the platform.
- raverbashing 14y ago
  One thing I've learned with Google is that they don't give a rat's ass if you're a paying customer or not. Khan Academy may have it easier, I'm sure Google won't let them down Really, go somewhere else, spend less money and have better support. (At the expense of, if you're lucky, Google will give you almost zero headaches)
  - dylanvee 14y ago
    There's nothing about Khan Academy's application (or any other customer's) that would somehow immunize it from platform-wide serving issues.
    - raverbashing 14y ago
      Of course not, like when AWS fails Netflix stops working like every customer. But you can bet that if Khan Academy has a problem it will be looked into with extra attention.
      - dylanvee 14y ago
        You're correct--because we have a Premier account, which anyone else can obtain too: https://developers.google.com/appengine/docs/premier/ https://developers.google.com/appengine/docs/premier/
        raverbashing 14y ago
        Well, Caveat emptor Also, Khan academy receives funding from Google ( http://en.wikipedia.org/wiki/Khan_academy http://en.wikipedia.org/wiki/Khan_academy ), so I don't think it boils down to only having a Premier account.
        codeka 14y ago
        "You just have to pay for support and you get support? I don't believe it, there must be more to it than that!" Whether you believe it or not, a Premier account is what you need if you want support. You could argue that $500/mo is too expensive, but it is what it is.
        samuel 14y ago
        The potential bad press that Google would get if Khan Academy had daily issues due bad GAE performance I'm sure that would cost them much more than the 500$/month that you're paying. Being big and nice(or cool) I think it gives and edge here.
        griffordson 14y ago
        I've paid over $50,000 a year for Google Maps. I assure you, their support sucks no matter how much you pay them. We pay a small fraction of that for AWS, and Amazon's support is infinitely better.
Ironlink 14y ago
Speaking of support, Google recently announced support packages for the Cloud Platform group of services. https://cloud.google.com/support/packages https://cloud.google.com/support/packages
marban 14y ago
"No support" > not exactly true: http://googleappengine.blogspot.com/2013/02/google-cloud-platform-introduces-new.html http://googleappengine.blogspot.com/2013/02/google-cloud-pla...
blablabla123 14y ago
http://www.google.com/intl/en/enterprise/apps/business/pricing.html# http://www.google.com/intl/en/enterprise/apps/business/prici... Either you click "Start Free Trial" or "Contact Sales". The one is automatic registration, the other involves human interaction. I guess Google Apps illustrates this the best. IMHO it's somehow the glue that keeps your stuff together when you use Google as hoster.

Why would anyone put anything production critical on Google these days, knowing that they provide 0 support across most of their business?

by davedx 14y ago

Why would anyone put anything production critical on Google these days, knowing that they provide 0 support across most of their business?

tbatterii 14y ago

there is support if you pay for it. in general whenever I file a ticket I get a response within hours. that's at least as good(if not better) as working with any other vendor in my experience. So... where's this 0 support you are talking about?

wiradikusuma 14y ago

because we're paying customers? my bill is peanuts, but i know there are many big customers, e.g. Khan Academy. and also they have Premier Support which is $500/mo.

dylanvee 14y ago
Yep. We (Khan Academy) have a lot riding on App Engine, and they are supportive when we run into issues with the platform.
raverbashing 14y ago
One thing I've learned with Google is that they don't give a rat's ass if you're a paying customer or not. Khan Academy may have it easier, I'm sure Google won't let them down Really, go somewhere else, spend less money and have better support. (At the expense of, if you're lucky, Google will give you almost zero headaches)
- dylanvee 14y ago
  There's nothing about Khan Academy's application (or any other customer's) that would somehow immunize it from platform-wide serving issues.
  - raverbashing 14y ago
    Of course not, like when AWS fails Netflix stops working like every customer. But you can bet that if Khan Academy has a problem it will be looked into with extra attention.
    - dylanvee 14y ago
      You're correct--because we have a Premier account, which anyone else can obtain too: https://developers.google.com/appengine/docs/premier/ https://developers.google.com/appengine/docs/premier/
      - raverbashing 14y ago
        Well, Caveat emptor Also, Khan academy receives funding from Google ( http://en.wikipedia.org/wiki/Khan_academy http://en.wikipedia.org/wiki/Khan_academy ), so I don't think it boils down to only having a Premier account.
        codeka 14y ago
        "You just have to pay for support and you get support? I don't believe it, there must be more to it than that!" Whether you believe it or not, a Premier account is what you need if you want support. You could argue that $500/mo is too expensive, but it is what it is.
        samuel 14y ago
        The potential bad press that Google would get if Khan Academy had daily issues due bad GAE performance I'm sure that would cost them much more than the 500$/month that you're paying. Being big and nice(or cool) I think it gives and edge here.
        griffordson 14y ago
        I've paid over $50,000 a year for Google Maps. I assure you, their support sucks no matter how much you pay them. We pay a small fraction of that for AWS, and Amazon's support is infinitely better.

Ironlink 14y ago

Speaking of support, Google recently announced support packages for the Cloud Platform group of services. https://cloud.google.com/support/packages https://cloud.google.com/support/packages

marban 14y ago

"No support" > not exactly true: http://googleappengine.blogspot.com/2013/02/google-cloud-platform-introduces-new.html http://googleappengine.blogspot.com/2013/02/google-cloud-pla...

blablabla123 14y ago

http://www.google.com/intl/en/enterprise/apps/business/pricing.html# http://www.google.com/intl/en/enterprise/apps/business/prici... Either you click "Start Free Trial" or "Contact Sales". The one is automatic registration, the other involves human interaction. I guess Google Apps illustrates this the best. IMHO it's somehow the glue that keeps your stuff together when you use Google as hoster.