Thank you for the feedback. I appreciate that your experience was suboptimal and I have shared this with the team.
I agree that your experience was disappointing and below our expectations as well.
Over the past few quarters we have been ramping up our Realm support team and onboarding Professional & Enterprise customers to the MongoDB Support Portal, where questions are prioritised according to support subscriptions and SLA.
The Realm Support portal is nominally for operational issues related to Realm Cloud (the $30/month Standard plan), but there hasn’t been a strong gate on what questions can be asked there. Code-related questions (such as the one you originally asked) are better directed to community forums.
The support team has to prioritise issues according to support subscriptions, so while they will try to assist they cannot investigate every development question.
- Documentation is nonexistent/outdated.
It would be excellent if you can provide more detail on what documentation you were unable to find.
We are aware that more code examples and sample applications are needed (and some of my colleagues are working on this), but specific feedback would be helpful.
- No easy way to cancel your subscription.
Subscription is based on active instances, so the easiest way to cancel is to deprovision your instances. However, lack of clear UX for this is a definite oversight for Realm Cloud.
Realm product and development teams are currently focused on the upcoming launch of MongoDB Realm, which will provide a much richer experience for cloud sync and data management.
I hope you’ll consider giving MongoDB Realm a try when it is available. We have incorporated user feedback to provide a platform for the future and there will be better clarity for our support experience.
My colleagues on the support team will also follow up with you on your recent experience.