"I've had issues with GCP where site is down and it's taken 1+ days to hear back from someone. Maybe there was a way to escalate it, but it wasn't readily evide

"I've had issues with GCP where site is down and it's taken 1+ days to hear back from someone. Maybe there was a way to escalate it, but it wasn't readily evident." In the end someone has a pager, a machine and an editor. In ye-old-days this problem was in-house with a COLO machine. That's the reasoning behind uptime. 99%/year is 361 and just over half a day. Can you loose two and a half days at christmas? (web commerce) or the same time on a new product release? (SaaS) or 2.5 days development time at a critical bug fix with your customers? The bad stuff always happens at the worst time. The market is saying, ^cloud^ but the tradeoff is ^service^. I don't know the answer(s).