Hi Naseweis, If you have an account manager at Google, that would be a fast way of escalation in case of critical issues. If you don't have one, then try using the AdWords phone support. AdWords API doesn't have phone support, but if you mention that this is an API issue, your request will get routed to our team and one of us will follow up with you over email.
AdWords API Advisors sign their posts as "AdWords API Advisor" and have the Google badge against their name (e.g. I am an advisor). We monitor the forum regularly, so if your issue is critical (e.g. API call is failing / not working as intended), we will follow up with you at the earliest. IMO one benefit of posting on the forum is that there might be another developer out there who is facing this issue or has faced the issue in the past, so you can get their take on the issue and usually a workaround for the same. Plus, it can benefit other developers in the future. Whichever route you choose to pick, it would be very helpful if you can provide a sanitized (i.e. remove developer token, authToken, etc.) SOAP request and response xml that illustrates your issue. That would save at least a couple of mails back and forth, where we try to understand the issue from the email, ask for your account, sample code snippet to understand more details, etc. All client libraries have support for logging SOAP requests, but in case you aren't using one, then I would recommend using a https debugging proxy like Fiddler (http://www.fiddler2.com/fiddler2/) to capture your requests. We do not disable a developer token based on algorithms, we always reach out to the developers a couple of times before taking any action. However, in practice, we find that developers tend to miss the email due to various reasons, and would notice only much later once the application stops working, since that's easily noticeable. That's why I iterated the point about keeping the contact email updated and responding to email in time. As I mentioned in my previous post, we announce all major changes on our blog, you might also want to add the product blog (http://adwords.blogspot.com) to your list. If you have any questions about RMF or T&C, my suggestion would be to follow up with the token review team on the thread that they sent you when they reviewed your developer tokens with any questions you may have. Hope this helps. Let me know if you have more questions. Cheers, Anash P. Oommen, AdWords API Advisor. On Wednesday, 28 November 2012 22:08:41 UTC+5:30, S Naseweis wrote: > > Hi Anash, > thanks for your clarification. Topic 1-4 seems obvious - I spend a lot of > time reading and trying to understand all the RMF and T&C. If we fail with > basic stuff like keeping our contact information upto date, then it's > obviously our own fault. We are concerned about problems which might be > arise beyond our responsibility. > On topic 5: forums are not an official support channel where we can > get granted quick response times. That doesn't seem like > an appropriate option for business critical stuff. > Where do we find a list of AdWords API Advisors and how do we reach out to > them? > > I don't want to be offensive, but our experience with Google support and > Google policy is quite mixed. In the past we (or some of our customers) ran > into trouble for no apparent reason. That's always a problem if > an algorithm decides about policy violations. In all those (rare) cases, it > was quite difficult to solve those issues. From what we experienced with > Google policy team several times, canceling a service comes out of sudden, > we had no chance to solve any of those problems in advance. So excuse me of > being skeptical that following all rules, T&C, requirements etc will keep > our API access running all the time. Eg RMF and T&C are not always precise > or applicable for a specific application. > It took me about 6 months to get our free API access running and lots of > repetitive copy&paste emails, because I had to explain the same stuff over > and over. That didn't increase my confidence. > > > AdWords API T&C allows only one developer token per company, so if you > apply for a second token, it will be rejected. > Thanks for this clarification. I didn't remember that. > > We would be pleased if we could rest assure that API access will never get > canceled without giving us a chance of solving any issue in advance. > -- -- =~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~ Also find us on our blog and discussion group: http://adwordsapi.blogspot.com http://groups.google.com/group/adwords-api =~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~=~ You received this message because you are subscribed to the Google Groups "AdWords API Forum" group. To post to this group, send email to adwords-api@googlegroups.com To unsubscribe from this group, send email to adwords-api+unsubscr...@googlegroups.com For more options, visit this group at http://groups.google.com/group/adwords-api?hl=en
