I can't comment on Google, but we pay for AWS business support ($100 per month currently) and we can raise as many support tickets as we like and get nearly ins

I can't comment on Google, but we pay for AWS business support ($100 per month currently) and we can raise as many support tickets as we like and get nearly instant access to an engineer. Also, the quality of the support has been amazing. They have often gone out of their way to solve problems that are not strictly AWS problems (e.g. MySQL tuning, network issues, VPN questions, etc) without ever questioning it. Our account manager is easy to reach and through him I can get access to solution architects who are happy to advise on pretty much anything. There are also frequent invitations to AWS events, where SAs and account managers are usually keen to meet up and discuss projects. I know this is enlightened self-interest on their part rather than altruism, but it's definitely to our mutual benefit. When pushing to trial AWS I often encountered this view within my org (that is was large, faceless, and inhuman with poor support) but the experience we've had has dispelled that myth.