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Comment by jpatokal | Hacker News Reader

If you purchase Google production support, with credits or otherwise, it's available 24/7 and not tied to a single "contact person". In addition, billing support (which includes things like being suspended for fraud or abuse) is free, available to all and also 24/7. All these channels are responded to by real live humans who can see what "the algorithm" did and why, and overrule it if need.

Disclaimer: I work at GCP and used to work in support.

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I believe you are incorrect: https://cloud.google.com/support/ states $250/month/user. Hence, it seems to be tied to a single contact person, why else would it state pricing per user?

Regarding suspension, if this is the case, why do we see so many desperate cries for help from people whom are unable to get in touch with anyone at all at Google to help them with their termination? They have to resort to public blog posts and hope that a good Samaritan at Google comes along, sees them and acts.

They all have the same story, "couldn't get in touch with anyone, "tried to appeal, denied without explanation" and they all had several days if not weeks of downtime.

Ah, I see what you mean: that's referring to users on the customer's side, not Google's. You also can adjust the number & role of users on the fly, so you can create another production support user if somebody else needs to file a ticket urgently.

From what I've seen, the stories about people having trouble tend to be from Android app developers getting blocked from the Play Store, not GCP users.

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