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The company's irrevocably ingrained customer support culture will ensure they'll never be a serious AWS competitor, not with all the engineering and money in th
by _wmd 10y ago
The company's irrevocably ingrained customer support culture will ensure they'll never be a serious AWS competitor, not with all the engineering and money in the world
- bqe 10y agoThis might be true, but AWS's support is not good. To get good AWS support for when their ELBs aren't working, or when half of your EBS volumes have multi-second IO latency, you need to pay for premium support, which is 10% of your bill. https://aws.amazon.com/premiumsupport/pricing/ https://aws.amazon.com/premiumsupport/pricing/
- poooogles 10y agoThis is the same for GCP. Unless you pay for gold support it's essentially useless.
- revmoo 10y agoIt's ridiculous. I shouldn't have to pay someone to tell them their shit is broken.
- manigandham 10y agoGCP will be replacing the percentage support cost model with a different system: https://cloudplatform.googleblog.com/2017/03/reimagining-support-for-Google-Cloud-Platform-new-pricing-model-and-partnerships.html https://cloudplatform.googleblog.com/2017/03/reimagining-sup...
- deleted 10y ago[deleted]
- swozey 10y agoTheir customer support for GCP is top notch and they re-organized their entire support structure this year so each account has an account executive, SREs, etc. I've been very pleased the last year I've used GCP after migrating from AWS. Before the reoganization I'd send in quota updates and they'd take 1-3 days. The last quota bump I did took 7 minutes.
- radimm 10y agoThis is simply not true. Support for GCP works as expected.
- Danihan 10y agoStill tainted from years of abusing adwords and adsense customers.
- lobster_johnson 10y agoAll reports indicate that GCP is run very differently from the other products. They had a rocky start as they were apparently ramping up the support organization, but these days I'm hearing nothing but praise. They're getting very good at transparency. They have numerous mailing lists [1] ("Google Groups", ugh) for things like product release notes and planned changes. They just opened a public issue tracker [2] that covers the entire Google Cloud Platform. If you're into Kubernetes/GKE, the Google team is also very active and responsive. [1] https://cloud.google.com/support/docs/groups https://cloud.google.com/support/docs/groups [2] https://issuetracker.google.com/ https://issuetracker.google.com/
- _wmd 10y agoTry hosting a web site that serves Iranian people or a variety of other embargoed countries on GCP. You can't, nor will you find any hint of it documented anywhere, or any legal indication things must be this way. At the simplest level when I buy compute time that looks like everybody else's compute time, I don't want to find after the fact that its provisioning is entangled in some weird corporate ideology that is now impacting my end users, left waiting to be discovered by the unsuspecting victim long after they've made plans around GCP. (This is a true story from 2 months back, same shit used to happen with App Engine all the time)
- lobster_johnson 10y agoWhat on earth does that have to do with the quality of their support?
- _wmd 10y agoMassive intentionally undocumented gaps in service? That's the antithesis of support
- lobster_johnson 10y agoSupport == help desk. Not "features".
- leesalminen 10y agoA few months ago I would've agreed with you. After trying out GCP, interacting with support twice and speaking with a few other companies using the platform I've changed my tune.
- yclept 10y agoGoogle announced yesterday a partnership with Rackspace where they will be supporting GCP. https://techcrunch.com/2017/03/08/rackspace-now-offers-managed-services-for-googles-cloud-platform/ https://techcrunch.com/2017/03/08/rackspace-now-offers-manag...
- GordonS 10y agoThis has been my biggest barrier to going anywhere near it. Support (well, the lack of it) for adwords has been utterly shite. But anytime this comes up on HN there are a slew of comments saying that support is top notch for GCE, so it's worth an evaluation at least.
- revmoo 10y ago100% agree. I actually just backed out of a GC implementation this week because their product simply didn't stack up at all compared to their competition. Google has a looong way to go in the cloud space and it starts with their support.
- theptip 10y agoI've had overall pretty good experiences in my year on GCP, particularly recently. I posted a question in Slack and one of the engineers on the product PM'd me back within 15 mins to troubleshoot the problem. If you have to raise a ticket it's a bit more variable, but on the whole I've had every issue resolved satisfactorily.