Google does and always has treated support as a cost center, rather than a feature or profit center.
This worked for them in the early days and for specific products like Search -- design it well enough and you don't need support*.
Unfortunately, this fails for most other products (and especially all enterprise products) because the magnitude of impacts to a single customer (business instead of user) are so much greater.
F.ex. every conversation I was on with a GCP product team had a weird "Oh, you don't know how anyone who pays for GCP uses it, because you get it for free internally?" flavor.
* Leaving aside the "there's an entire SEO industry to 'support' Search" thing
they will even come to your customer call or connect with their rep already working with the mutual customer and so on.
AWS has the best tech and but not as good as Microsoft service wise, they certainly improved a lot last few years and it shows but because they don’t have any enterprise apps like MS their footprint is more limited.
Google keeps talking about GCP being important but doesn’t feel anything has changed on ground
AWS, we could speak directly to Sr engineers on the relevant team. Full transparency, highly responsive. They were clearly trying to understand our issues and suggest change for both us and themselves.
Google was mostly useless. There was one team I got to talk directly to, who were great. But that was the exception.
Practically speaking keeping an eye on locks and transactions is a good idea, as is watching out for your statistics on key core columns going bad when they shouldn't. (analyze and vacuum sometimes don't actually do anything when you need them to...)
> You need to think of Larry Ellison the way you think of a lawnmower. You don’t anthropomorphize your lawnmower, the lawnmower just mows the lawn - you stick your hand in there and it’ll chop it off, the end. You don’t think "oh, the lawnmower hates me" – lawnmower doesn’t give a shit about you, lawnmower can’t hate you. Don’t anthropomorphize the lawnmower. Don’t fall into that trap about Oracle. -Bryan Cantrill
A few years back someone at work stuck their hand in the lawnmower. I've seen this happen a few times, but that time it ended with Oracle fining us for every VirtualBox install and the company sent The IT Spanish Inquisition around to make sure we all deleted it off our computers. Fun times.