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Oracle and TK understand one thing that GCP does not: the importance of great support. Oracle charges a ton for top-tier support, but if you have a problem they

Oracle and TK understand one thing that GCP does not: the importance of great support. Oracle charges a ton for top-tier support, but if you have a problem they can't solve remotely, they'll send a team of engineers to your site and work night and day until it's fixed. In extreme cases, they'll duplicate your hardware and software setup at their expense and run in parallel until they can duplicate and solve the problem. That is serious enterprise commitment. Google has no cloud counterpart to that level of service. If TK brings an equivalent orientation that makes customers believe that GCP will do whatever is necessary to resolve a problem, he'll have contributed significantly to its success, IMHO.

kbenson 8y ago
> In extreme cases, they'll duplicate your hardware and software setup at their expense and run in parallel until they can duplicate and solve the problem. I knew there must have been a good reason they overcharged everyone for everything... In all seriousness, I imagine this is the type of thing you can do when you have (or traditionally had) close to a captive market for specific things (government contracts) that allows for massive profits. It's easy to throw a few tens of thousands of dollars at black swan support events so you can point to those as examples of what you're paying for when people point out that you've been repeatedly found to violate contracts and fraudulently misrepresent yourself.[1] 1: https://www.mercurynews.com/2010/07/30/whistleblower-details-alleged-oracle-contract-violations/ https://www.mercurynews.com/2010/07/30/whistleblower-details...
fixermark 8y ago
Google trying to grow a cloud counterpart for that level of customer service will be interesting to watch. If one tried to parachute a gaggle of Googlers into a company's site to make their systems work with Google Cloud, I imagine the end result would be the company's existing infrastructure being entirely rewritten from scratch before any changes were made to the Cloud infrastructure.

kbenson 8y ago

> In extreme cases, they'll duplicate your hardware and software setup at their expense and run in parallel until they can duplicate and solve the problem. I knew there must have been a good reason they overcharged everyone for everything... In all seriousness, I imagine this is the type of thing you can do when you have (or traditionally had) close to a captive market for specific things (government contracts) that allows for massive profits. It's easy to throw a few tens of thousands of dollars at black swan support events so you can point to those as examples of what you're paying for when people point out that you've been repeatedly found to violate contracts and fraudulently misrepresent yourself.[1] 1: https://www.mercurynews.com/2010/07/30/whistleblower-details-alleged-oracle-contract-violations/ https://www.mercurynews.com/2010/07/30/whistleblower-details...

fixermark 8y ago

Google trying to grow a cloud counterpart for that level of customer service will be interesting to watch. If one tried to parachute a gaggle of Googlers into a company's site to make their systems work with Google Cloud, I imagine the end result would be the company's existing infrastructure being entirely rewritten from scratch before any changes were made to the Cloud infrastructure.