I’m really disappointed that in my experience, Galaxy is still not ready for production use for two reasons:
- The platform itself has unresolved, critical technical problems
- The Meteor Galaxy support infrastructure is unable to adequately address problems in a timely manner
Read my story below and let me know if you think my expectations are unreasonable
March 4th, 2017 - Deployed my Meteor app on Galaxy in HA mode. Yay! it works!
Rerun the deploy script every few days to deploy code updates, no problems.
March 11th, 2017 - Run the script again. FAIL! with the following error (same script that worked before)
Talking to Galaxy servers at https://galaxy.meteor.com
Error deploying application: Server error (please try again later)
Nothing in the Galaxy logs to hint at what the problem might be.
Hmmm, problem with my code? Apparently not, since I can still build and deploy to my other staging server on DigitalOcean.
Submit a Support Ticket on Saturday.
Yeah, I have the Basic Support, so I need to wait until Monday…
March 13th - Monday rolls around, and it takes all day for Meteor Support to determine that I’ve done everything correctly:
Meteor Support: After reviewing your information, I wasn’t able to spot any errors; … I’ll escalate this to the team; once they’ve had a chance to review your case, we’ll update you.
OK, grrr, it’s been 3 days now guys…
March 14th - Another day goes by with no update, so I ask for one:
Meteor Support: I’m happy to update. I’ve escalated this to the team, and I’m awaiting a response; once that’s available, we’ll email you again with more information.
March 15th - Yet another day goes by, no resolution, no updates, unable to deploy code updates for 5 days, so I’m getting a little peaved:
1 - I’m on Day 5 of being unable to deploy updates to my app on your servers because of your “Server error (please try again later)”.
2 - The feedback I got from “Meteor Support” (two days ago) was “After reviewing your information, I wasn’t able to spot any errors” (hardly helpful)
3 - I’ve had no progress update for 48 hours…
4 - This app needs to go live into full production in 21 days.
This inadequate level of support and communications from Meteor Support re Galaxy hosting has left me with these questions:
1 - If I was paying $399/mo for support would this issue have been taken care of already?
2 - Can you provide me the official terms of Galaxy’s SLA?
3 - I’m unable to deploy updates, so I consider the current status of your service as currently operating in “crippled” mode. Is this considered as not being a problem by your SLA?
4 - When can I expect this problem to be fixed?
5 - When can I expect a progress update?
The response I got from Meteor Support was as follows:
I apologize for the formatting of my response; for clarity, I’m including it again, with clearer numbering this time. If you have any questions about this, please let me know.
- The support you are currently receiving, as part of the Galaxy Base plan, is very different from the support you would received on our enhanced plans, as described on the page below. You can received support where our on-call engineers will troubleshoot your app within 15 minutes or 1 hour of an issue (depending on your plan), at a level of detail including stack traces, for example; I can share more details upon request.
- Our SLA is described in the same article (linked again, for convenience). To summarize, support on the Galaxy Base plan entitles you to at least one update per business day.
- We don’t believe this is a systemic issue stemming from the Galaxy side at this time; we believe it is compliant with your SLA. Once an engineer is able to review your case, they’ll be able to explain the issue in more detail.
- We do not commit to ETA’s for issues when some action may be required on your end to fix this (which would be out of our control).
- While you can expect an update daily, our engineer should be able to contribute a more substantive update tomorrow, after he’s had the time to review your case.
Am I reading that correctly?
If I want “real” support, I need to pay $399/mo, otherwise, you just get what you get.
Even though it was fairly obvious that I was asking what the Galaxy platform SLA was, the rep answered with what the Galaxy support SLA was. And that’s “we only need to provide you a daily update”, with “eventually, an engineer will look at it” being adequate as a daily update?!
Even though an engineer apparently hasn’t even looked at my case after 5 days, the fact that since they “believe” it’s not a “systemic error”, there’s been no violation of their SLA?! Also, despite the fact that THEIR code is throwing an error that says “Server error (please try again)”, they don’t believe it’s a problem on their end?! (Don’t forget, this same code builds and deploys successfully on a non-Galaxy platform.)
They felt the need to reiterate that since they don’t think the problem is on their end, they don’t have to commit to an ETA, even though they admitted that I am doing everything correctly on my end.
They also effectively confirmed that an engineer HASN’T reviewed my case, and yes, it can take 6 or more days to help solve “Galaxy Server Errors” if all you have is a basic support contract.
Are my product support expectations too high? I love what Galaxy promises, but it looks not ready to deliver…