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This sounds like a severe technical problem that has to be analyzed and fixed by real experts. I doubt that these kind of people do night and weekend shifts. And unless the problem is widespread, I don't think they're calling those experts in from their weekends for a single incident.

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If it can happen once, it can happen again. Calling in those experts on the weekend is exactly the thing you should do if you're Google. Pay them double if you need to. But you need to catch this sort of thing before it escalates, not least for the PR damage it can cause.

I'm sure Google employs several people on call

Hopefully they can help solve this problem or at least raise the (SNAFU) alarm

24/7 support does not mean (to me, obviously) 24/7 cheerleading: "come on, we are going to solve this issue".

As far as I know, "support" means "tackling with the problem", not just saying "I'll do what I can expect a mail from me...".

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