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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 situat
by 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 agoCan 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 agoYou 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 agoWhat company do you work for?
- doh 10y agoJust 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.