I’ve been using Realm Cloud (30$ plan) for almost 1.5 years now.
We have several thousands of users .We use synched realms.
Apart from today , my last support ticket was opened in October 2018.Since then until today the Clouds was stable and worked great.
Today, my production server suddenly had an issue with registering new users.
I opened a ticket 8 hours ago, got an answer about 2 hours later that the issue was found and forwarded to the technicals and since then I heard nothing.No update and unfortunately no solution.I have since emailed twice asking for update but nothing.Since I opened the ticket the system seem to be unstable - some users are connected but see no data although it is stored in the cloud.
This affect us badly.Loosing customers ,in simple words.Still waiting for support to come back to me.
So the feeling is that if all is working its working good but if something goes wrong it may take long hours before the issue will be resolved.These were the times also in my last tickets.
I read all the posts including the answers from the Realm guys.
I don’t mind paying more to get a better service.I offered this to their sales guy a year+ ago when it took them hours to bring my production back.Unfortunately im sharing the same feeling that paying more will not get me the support and service I need.
Our users are not heavy consumers of data and the app cost is far below 20$ a year so expensive solutions will not work for us (dont need to talk with sales to understand that).
I understand the priority for Realm customers paying the premium plans and agree with that but I think that giving solutions to downtime or for example my case - unable to register or login - should be core support as these are core services .(again - in the last 10 months I didn’t have a down time so not all is bad ).
To sum it up I think the response times and resolution times are unacceptable in basic plans (30 to 250) and a company cant work with that.
Forum is very weak tool.Posts are not always answered and you are left alone.
Pricing ,like some mentioned, is not transparent (I actually only now read about the 5x9 and 24x7 options - not much in the forum as I wrote before).
Im quite concerned myself after reading this thread and thinking if starting with Realm was a mistake as we are deep into it.
On the positive side - when there are no issues its working great.We got used to it and I hope we will not need to find an alternative.
I will be happy to pay more to Realm and know that I get the support I need.The question is whether I will get it when I need it.
So - when all is good - all is good, but when something is wrong it might get messy.
Still hoping that someone will reply my ticket and my users can use the app again…
[EDIT] It’s been 25 hours now since I opened the ticket and 23 (!) hours since I last heard from support .The issue still persists , new users can’t register with the app and existing users experience issues.Unbelievable and disturbing…feeling helpless