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> AWS Premium Support is mandatory Is Google Cloud support even acceptable? Google is known for poor or no support for most services.

by ungzd 10y ago

doh 10y ago
Actually it's surprisingly good. We use them a lot and even when we were on the silver package (the cheapest) they were pretty quick (under 1 hour for P1 situations [production is impacted]).
- aluminussoma 10y ago
  Can you help me understand how much you define "a lot"? Is it about 2 tickets a month, or more? With AWS we do have a direct line to a Technical Account Manager which we utilize for the rare P1 (Prod down) situations. That gets things moving quickly if it wasn't already moving quickly with Support.
  - chrisabrams 10y ago
    You have the same thing for gold and up on GCE. On the rare occasions I have to use it, I get every pennies worth. Also with P1 issues on GCE most of the time an enginner assigned to the case calls me. I've even spoken directly to the head of google cloud platform via hangouts.
    - shshhdhs 10y ago
      What company do you work for?
  - doh 10y ago
    Just checked, we're on two tickets a week. Sounds a lot but we push GCE to its limits. On gold support and P1 there is usually an engineer assigned to the ticket. In many occasions you're talking to the person fixing your problem. GCE is not perfect and neither is their support. But they do try and even when things go sidewise they take responsibility for it, which didn't happen much with AWS, at least in our case.
hrrsn 10y ago
Whenever I've needed to contact Google support for Gsuite, they've been excellent.
- tomcam 10y ago
  Same here
Veratyr 10y ago
Google's known for poor or no support on their free services but their paid services often have decent support. Personally, I've found GCP, GSuite, Project Fi, Google Store and Pixel support to all be pretty great but haven't found any support at all for Gmail, YouTube etc.
- aarongolliver 10y ago
  YouTube red support seems excellent (the one time I used it). And my father asked support for help with his Google Home routers with a very specific question and support was absolutely phenomenal. No going through lame troubleshooting steps; it was clear we got connected with a well qualified network engineer immediately.
  - seanp2k2 10y ago
    The actual people doing the tier 1 support at Google also got through the Google hiring process. 6 years and 250k on a CS masters from Stanford and they'll set you up helping people with home routers :) it's really not just a meme that Google massively underutilizes their talent.
- xiaoma 10y ago
  Google nearly wreaked a business that was making them bank and is now doing 20MM/year without them. Support wouldn't even talk to the founder: https://mixergy.com/interviews/the-penny-hoarder-with-kyle-taylor/ https://mixergy.com/interviews/the-penny-hoarder-with-kyle-t...
- GordonS 10y ago
  Hah, Adwords must be an exception then - support is total crap. You're lucky if you get a canned response that doesn't begin to answer your question..
  - rahrahrah 10y ago
    Hmm sounds like you might have to increase your bids.
tertius 10y ago
Support for things like the Nexus devices and anything you can buy on their store is very good. Also, Google My Business support is also pretty good.
tomassre 10y ago
Thought I would chime in here since I didn't see anyone comment here about gold. We have GCP gold support. They answer all the questions / issues quickly and there aren't any limits to ticket counts I am aware of. During both the outages we have been affected by (~1.5 hour google load balancer outage, >3 hour bigquery outage) in the past few months, the support feels pretty bad even though there is nothing they can do I guess. However during the bigquery one, it was "outage will have an update by some time". There proceeds to not be some update for well past that time. Also 3 hours later its still we will have an update by some time but no more info when both of these were past SLA. Overall feels good and they answer any weird / general questions too which is nice (although sometimes on every reply they say I am going to close the ticket).
- vgt 10y ago
  I hear ya. Check out the postmortem for the BigQuery Streaming API outage [0]. Relevant paragraph: "Finally, we have received feedback that our communications during the outage left a lot to be desired. We agree with this feedback. While our engineering teams launched an all-hands-on-deck to resolve this issue within minutes of its detection, we did not adequately communicate both the level-of-effort and the steady progress of diagnosis, triage and restoration happening during the incident. We clearly erred in not communicating promptly, crisply and transparently to affected customers during this incident. We will be addressing our communications — for all Google Cloud systems, not just BigQuery — as part of a separate effort, which has already been launched." (Work on Google Cloud and was on BigQuery team in the past) [0] https://status.cloud.google.com/incident/bigquery/18022 https://status.cloud.google.com/incident/bigquery/18022

> AWS Premium Support is mandatory Is Google Cloud support even acceptable? Google is known for poor or no support for most services.

by ungzd 10y ago

> AWS Premium Support is mandatory Is Google Cloud support even acceptable? Google is known for poor or no support for most services.

doh 10y ago

Actually it's surprisingly good. We use them a lot and even when we were on the silver package (the cheapest) they were pretty quick (under 1 hour for P1 situations [production is impacted]).

aluminussoma 10y ago
Can you help me understand how much you define "a lot"? Is it about 2 tickets a month, or more? With AWS we do have a direct line to a Technical Account Manager which we utilize for the rare P1 (Prod down) situations. That gets things moving quickly if it wasn't already moving quickly with Support.
- chrisabrams 10y ago
  You have the same thing for gold and up on GCE. On the rare occasions I have to use it, I get every pennies worth. Also with P1 issues on GCE most of the time an enginner assigned to the case calls me. I've even spoken directly to the head of google cloud platform via hangouts.
  - shshhdhs 10y ago
    What company do you work for?
- doh 10y ago
  Just checked, we're on two tickets a week. Sounds a lot but we push GCE to its limits. On gold support and P1 there is usually an engineer assigned to the ticket. In many occasions you're talking to the person fixing your problem. GCE is not perfect and neither is their support. But they do try and even when things go sidewise they take responsibility for it, which didn't happen much with AWS, at least in our case.

hrrsn 10y ago

Whenever I've needed to contact Google support for Gsuite, they've been excellent.

tomcam 10y ago
Same here

Veratyr 10y ago

Google's known for poor or no support on their free services but their paid services often have decent support. Personally, I've found GCP, GSuite, Project Fi, Google Store and Pixel support to all be pretty great but haven't found any support at all for Gmail, YouTube etc.

aarongolliver 10y ago
YouTube red support seems excellent (the one time I used it). And my father asked support for help with his Google Home routers with a very specific question and support was absolutely phenomenal. No going through lame troubleshooting steps; it was clear we got connected with a well qualified network engineer immediately.
- seanp2k2 10y ago
  The actual people doing the tier 1 support at Google also got through the Google hiring process. 6 years and 250k on a CS masters from Stanford and they'll set you up helping people with home routers :) it's really not just a meme that Google massively underutilizes their talent.
xiaoma 10y ago
Google nearly wreaked a business that was making them bank and is now doing 20MM/year without them. Support wouldn't even talk to the founder: https://mixergy.com/interviews/the-penny-hoarder-with-kyle-taylor/ https://mixergy.com/interviews/the-penny-hoarder-with-kyle-t...
GordonS 10y ago
Hah, Adwords must be an exception then - support is total crap. You're lucky if you get a canned response that doesn't begin to answer your question..
- rahrahrah 10y ago
  Hmm sounds like you might have to increase your bids.

tertius 10y ago

Support for things like the Nexus devices and anything you can buy on their store is very good. Also, Google My Business support is also pretty good.

tomassre 10y ago

Thought I would chime in here since I didn't see anyone comment here about gold. We have GCP gold support. They answer all the questions / issues quickly and there aren't any limits to ticket counts I am aware of. During both the outages we have been affected by (~1.5 hour google load balancer outage, >3 hour bigquery outage) in the past few months, the support feels pretty bad even though there is nothing they can do I guess. However during the bigquery one, it was "outage will have an update by some time". There proceeds to not be some update for well past that time. Also 3 hours later its still we will have an update by some time but no more info when both of these were past SLA. Overall feels good and they answer any weird / general questions too which is nice (although sometimes on every reply they say I am going to close the ticket).

vgt 10y ago
I hear ya. Check out the postmortem for the BigQuery Streaming API outage [0]. Relevant paragraph: "Finally, we have received feedback that our communications during the outage left a lot to be desired. We agree with this feedback. While our engineering teams launched an all-hands-on-deck to resolve this issue within minutes of its detection, we did not adequately communicate both the level-of-effort and the steady progress of diagnosis, triage and restoration happening during the incident. We clearly erred in not communicating promptly, crisply and transparently to affected customers during this incident. We will be addressing our communications — for all Google Cloud systems, not just BigQuery — as part of a separate effort, which has already been launched." (Work on Google Cloud and was on BigQuery team in the past) [0] https://status.cloud.google.com/incident/bigquery/18022 https://status.cloud.google.com/incident/bigquery/18022