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Comment by ripper1138 | Hacker News Reader

> AWS doesn’t even have a way to report a bug…

Customers are able to report literally any issue at all via support. AWS support is a huge organization. On my service team, there were plenty of instances where bugs were reported by customers.

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That sounds pretty nice compared to the GCP world where every issue is your issue and you need to pay for support or forget it. Last time they fucked up, I had to raise the issue in a public bug tracker to which I got one of those "not a bug, wontfix, your problem, goodbye" kind of responses.

Whenever I've needed AWS support it was just as aweful as GCP. For example, 12 hour Aurora outage, support was only replying a generic "waiting for engineering team" answer, SLA only refund about $15 although we ended up paying for all the replicas we tried to spin up from backups and wouldn't start. Architect and account manager didn't give a damn about our issue.

The way to get good support from AWS and Google is the same: find someone on your team who is ex-[AMZN|GOOG] and get them to email their buds.

Or, if you purchase consulting hours from any of the major firms, get ahold of their sales team and have them run the ladder for you. A GTM partner is generally more than happy to leverage their firm's relationship with the public cloud providers in the service of their relationship with you.

Not sure that paying for support is even that helpful. I was responsible for a few tens of millions of dollars in client GCP spend (admittedly, a small fraction of client AWS and Azure spend), and I only spoke to any official GCP reps once -- and they were from a recent acquisition. Our GCP team had closer contacts, of course, but as far as my experience went Google compared unfavorably to both AWS and Microsoft, who were happy to throw SMEs at me anytime I had a question. (Even so, there's a lot I do like about GCP, even if I'm a bit uncomfortable with its long-term prospects.)

Where is the bug tracker? What are all these "there is huge customer support" claims and no evidence?

No. You cannot submit a ticket and wait for developers to process it and get any feedback. You can either get an assigned person (which comes with extra pay and only for customers who are deemed worthy) who will not deal with issues like working with AWS bugs -- their goal is to tell you how to use AWS, but if something in AWS doesn't work, it's out of their hands.

Or you can get assistance with payments. Nice, but not what I was talking about.

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