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Comment by awinder | Hacker News Reader

Whether AWS or Google Cloud, if you’re running a real business with real downtime costs, you need to pay for enterprise support. You’ll get much faster response times so that you can actually meet your SLA targets, and you’ll get a wealth of information and resources from live human beings that can help even into the design phases.

Feel free to budget that into your choices on where to host, but getting into any arrangement where you rely on whatever free tier of support is nonsensical once you’re making any kind of money.

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Totally agree. There’s so many missing redundancies on this project. CTO / Dir. Eng should have their own card. They should have some contact with a Google account rep, and at least the basic support package.

We’re not a big Google customer, couple thousand a month, but when we migrated we instantly reached out to account reps and have regular quarterly check ins.

True.

Even still, I feel like it's still reasonably likely that the robot would shut down a project for "suspicious activity".

This has nothing to do with enterprise support, which is terrible and everything to do with the fact that Google has automated as much decision making as possible and is terrible at interacting with customers.

I'm not sure if it's the culture of secrecy or sheer cluelessness, but it's pretty bad.

I'm not trying to slam them either, I still really like their products and use them.

Regular Google support: two days after your stuff goes down, you get an email saying the algorithms decided you're fraudulent.

Enterprise Google support: one day after your stuff goes down, you get a phone call saying the algorithms decided you're fraudulent.

Paying for Enterprise Support simply so that they don’t fuck you over sounds a lot like hidden costs to me. The service should be enterprise-grade even if you don’t.

If you run an enterprise, pay for enterprise support. If you aren’t (r&d accounts, startups that aren’t monetized yet, etc.) then don’t pay for it. Flexibility is the model here, and it’s utilized by the big players, so being naive to the business model will burn you on many public clouds.

> If you run an enterprise, pay for enterprise support.

I do, but that wasn't my point.

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