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Comment by askytb | Hacker News Reader

That list is probably the exact list of google customers that get any real support from google

Anyone can get Google support with Google One [0] for as low as 2$ a month (along side 100GB of storage).

The issue is people expect free products they haven't paid a penny for to have live customer support, which doesn't make much sense at the billion user scale.

[0] https://one.google.com/

In my experience their customer support is poor even if you are a paying customer. It's cultural and it goes right to the top, they don't like interacting with people.

Have you ever interacted with Google support as a paying customer?

It's miserable in my experience.

Anecdote on the other side - Small customer (~5k/mo google cloud / firebase spend). They're support has been decent. Sub 24hr email response and technically competent enough to quickly escalate. It was comparable to AWS basic support.

Usually, it's a case of "You get what you pay for".

For GCP, you can get 4-hour response time SLA for $100 per user. If you want 1-hour response SLA it's $250. Then there's Enterprise Support if you need 15-minute response SLA, TAM assigned etc which costs more.

Caveat: I work at Google Cloud.

I have as a Fi and as a One customer, and both services had very good customer support. In the half a dozen time I've contacted them, I got someone helping me within a minute and my issue resolved in under 15. That's a normal Google customer though, I can't speak about Cloud, which is an entirely different beast.

As an enterprise customer using Google Cloud, yes, and so far its been very good.

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