I dunno, I spend $3 monthly with AWS, but when I click the support button I’m talking to a real person pretty much immediately.
In general the AWS support has been great. In many cases, they've forwarded our requests to product teams who have even fixed bugs we've run into and contacted us directly.
Our other experience is with paid Azure support, which did little else than direct us to the (not related to the question) docs. They also had a really hard time understanding our technical questions about specific APIs. To their credit, they did eventually escalate to the PM of the service in question.
In general, the team responsible for the service really must be able to help out with support requests. In AWS this is definitely the case, in Azure as well but there's a bit of gatekeeping. Does developers and PMs in GCP participate in support?
Their model was fault-based, and a “bug” gets billed to the support group. So the game was always for MS to avoid assignment for non Sev-A cases, and our game was to find a product defect for anything.
Yeah... just like the other 5 dupes of the same suggestion with hundreds of upvotes that the product teams have dutifully ignored because it only matters to customers.
Developer support $29/month, and business support is $100 (both go up if you spend more).
I paid for business support. You get
24x7 phone, email, and chat access to Cloud Support Engineers
Unlimited cases / unlimited contacts (IAM supported)
This is for $100/MONTH!! That is the deal of the century.
And they are ridiculously helpful.
I don't understand this - AWS must be losing money at least on support side, though they obviously get happy customers (myself included).
And even at $150 this would be great.
I had a client on gsuite with google 8 years ago - we COULD NOT get anyone to help with some weird admin state flow issue - it just was not possible to talk to a human being for ANY amount of money.
Working at a place with AWS enterprise support by contrast, for the second occasion, I would suggest that many of the places paying $15kpm don't cost that to support.
Google has treated me so badly so many times now on my personal account (as well as on business accounts, for that matter) in so many different ways that they've, conversely, lost MANY million dollars in business sales. It's hard to even count; a lot of people ask me for advise on decisions, and whenever someone even thinks about using Google Cloud in a business setting....
This is not a hole I see Google getting out of, except by eventually shutting down the Google cloud. Too many people have had too many bad experiences, and reputations take a long time to recover.
And the failures just keep on piling up.
Google is great for personal use, but I think they're diversifying in all the wrong directions. They're not structured for success there.
Like regional disks [1] or live migration of compute between hosts if problems are detected with the host.
When would you ever want to rely on this? Seems to me like you should have two hosts in the first place.
I'd guess they don't get many resource intensive support queries from the < $10k a month customers (and at that level you probably don't get the A team support)
The other poster indicated it is possible for stuff like this that you get bumped, even on the el cheapo plan, to someone actually on product team. While I'd hate to be on the product team having to answer these, it perhaps keeps folks aware of customer issues so they can at least improve docs for corner cases?