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Issue 8788 - Every day around 9 AM Brussels time, huge drop in GAE performance

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Re: Issue 8788 - Every day around 9 AM Brussels time, huge drop in GAE performance

#41

Post by EwanToo »

Ironlink wrote: post #37
edent wrote: post #22

Why would anyone expect customer support from Google? They have made it clear time and time again that they don't provide it. http://shkspr.mobi/blog/2013/02/googles-customer-contempt-co...

Support packages are available. http://googleenterprise.blogspot.com/2013/02/google-cloud-pl...

The problem with saying things like "Support packages are available", is that time and again we see paying Google customers with support packages being treated awfully.

For example, this guy was a paying Google customer but couldn't get help http://www.sultansolutions.com/google-voice-lost-number/

These are paying customers who are paying a non-trivial amount of money for support (though not the "Premium" support in this case, which is an extra $500 per month for GAE).

Re: Issue 8788 - Every day around 9 AM Brussels time, huge drop in GAE performance

#42

Post by benjaminwootton »

Google support is an absolute disgrace.

I had a Nexus 7 go AWOL at Christmas and I've never had such a shambolic customer service experience.

They have absolutely no respect or customer service ethos when it comes to people who are actually paying them real cash money.

Not in a million years would I sign off on hosting a production project on App Engine.

Re: Issue 8788 - Every day around 9 AM Brussels time, huge drop in GAE performance

#43

Post by Ironlink »

timme wrote: post #38

The headline blows this out of proportion. Few people (who act obnoxious as hell) report a problem that can be solved by moving away from a deprecated system, yet they fail to even read the note because they're busy smashing exclamation marks into the issue tracker.

I couldn't agree more. In fact, it was deprecated just about eleven months ago: http://googleappengine.blogspot.com/2012/04/masterslave-data...

When your datastore gets deprecated, you act sooner rather than later.

Re: Issue 8788 - Every day around 9 AM Brussels time, huge drop in GAE performance

#44

Post by okku »

I am also a GAE-user, I have had no problems like the OP. But I start to miss a fundamental feature, sockets. I have worked around it by using other services and polling.

Maybe wrong forum, but is there any infrastructure templates for setting up a scalable web/db/loadbalancer/memcached for a simple tradional webservice, in my case a game?

I want to be able to sleep at night, and easily scale up by adding some more machines in case of higher load.

I could use denormalized myslq/postgre or mongodb for speed. Preferred language is Python (or maybe c# or java).

Any ideas?

Re: Issue 8788 - Every day around 9 AM Brussels time, huge drop in GAE performance

#45

Post by Ironlink »

benjaminwootton wrote: post #42

Google support is an absolute disgrace. I had a Nexus 7 go AWOL at Christmas and I've never had such a shambolic customer service experience. They have absolutely no respect or customer service ethos when it comes to people who are actually paying them real cash money. Not in a million years would I sign off on hosting a production project on App Engine.

This customer is complaining about a service component which has been deprecated since almost 11 months ago. There is a tool which migrates application data from the old datastore to the new one. When you don't move off of deprecated infrastructure, I'd say you've set yourself up for problems.

Re: Issue 8788 - Every day around 9 AM Brussels time, huge drop in GAE performance

#46

Post by blablabla123 »

Confusion wrote: post #9

Well, the bug report doesn't really invite quick attention. Simply reporting your observations is not enough: you should position yourself as a competent customer, by explaining what you have done to ensure the problem isn't on your side. Mention the code hasn't changed, that you have no database cleanup cronjobs or similar running that could be interfering, etc. My first instinct when I see a report like this is: he…

>Well, the bug report doesn't really invite quick attention. Simply reporting your observations is not enough: you should position yourself as a competent customer

If it was one person experiencing the problem, you would be right. But it's a number of people.

Re: Issue 8788 - Every day around 9 AM Brussels time, huge drop in GAE performance

#47

Post by fzzzy »

Ironlink wrote: post #45
benjaminwootton wrote: post #42

Google support is an absolute disgrace. I had a Nexus 7 go AWOL at Christmas and I've never had such a shambolic customer service experience. They have absolutely no respect or customer service ethos when it comes to people who are actually paying them real cash money. Not in a million years would I sign off on hosting a production project on App Engine.

This customer is complaining about a service component which has been deprecated since almost 11 months ago. There is a tool which migrates application data from the old datastore to the new one. When you don't move off of deprecated infrastructure, I'd say you've set yourself up for problems.

There is a customer complaining that it is happening on the non-deprecated solution, as well.

Re: Issue 8788 - Every day around 9 AM Brussels time, huge drop in GAE performance

#48

Post by blablabla123 »

bodegajed wrote: post #10
Confusion wrote: post #9

Well, the bug report doesn't really invite quick attention. Simply reporting your observations is not enough: you should position yourself as a competent customer, by explaining what you have done to ensure the problem isn't on your side. Mention the code hasn't changed, that you have no database cleanup cronjobs or similar running that could be interfering, etc. My first instinct when I see a report like this is: he…

I consider him panicking more than shouting and threatening. I couldn't imagine having that kind of treatment as a vps customer else I'll be moving out asap.

Because of this I moved away from GAE over a year ago. And not me alone, when GAE was still hot, 2-3 years ago, you could read tons of blog articles with unsatisfied customers.

So it doesn't surprise me to read about weird performance degradations. Since years GAE suffers from such problems.

Maybe they don't care about small customers and love to hear about them move to Heroku or to good old Virtual Servers. It would be polite to tell upfront though.

Re: Issue 8788 - Every day around 9 AM Brussels time, huge drop in GAE performance

#49

Post by blablabla123 »

meaty wrote: post #30
bodegajed wrote: post #10

Earlier quoted context omitted.

I consider him panicking more than shouting and threatening. I couldn't imagine having that kind of treatment as a vps customer else I'll be moving out asap.

If you were a VPS customer, you'd be less locked in and can just walk to another vendor so they actually are shit hot with support usually. It was obvious when I first tried it that GAE has crappy support.

Migrating is an effort but it is always possible. In fact, when you migrate you realize how independent you are. Even if you use tons of APIs, everybody has 'em even if their interfaces are different.

Re: Issue 8788 - Every day around 9 AM Brussels time, huge drop in GAE performance

#50

Post by Ironlink »

EwanToo wrote: post #41
Ironlink wrote: post #37

Earlier quoted context omitted.

Support packages are available. http://googleenterprise.blogspot.com/2013/02/google-cloud-pl...

The problem with saying things like "Support packages are available", is that time and again we see paying Google customers with support packages being treated awfully. For example, this guy was a paying Google customer but couldn't get help http://www.sultansolutions.com/google-voice-lost-number/ These are paying customers who are paying a non-trivial amount of money for support (though not the "Premium" support in…

We're a paying customer of GAE. I think it's quite clear that paying for the basic service doesn't include support beyond the public issue tracker and the forums. Support packages start at $150 per month, and at that point you get a 4 hour response time. I think that's entirely reasonable. We have yet to sign up for a support level, but then again we're not really seeing any troubles with the service.
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