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Comment by ehsankia | Hacker News Reader

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/

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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.

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.

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