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You can go to https://cloud.google.com/support/docs/issue-trackers https://cloud.google.com/support/docs/issue-trackers and open a ticket at the respective prod

You can go to https://cloud.google.com/support/docs/issue-trackers https://cloud.google.com/support/docs/issue-trackers and open a ticket at the respective product public issue tracker without a paid support plan.

sandGorgon 8y ago
These are issue trackers. I'm not reporting a bug in Google. I want support on "how to do X" or "I purchased this reserved instance by accident, can I get a refund".
- ernsheong 8y ago
  Fair enough. For questions, Stack Overflow is what they usually point to. Sometimes GCP staff logs on and answers, otherwise the community. For the refund scenario, I found this: https://cloud.google.com/billing/docs/how-to/resolve-issues https://cloud.google.com/billing/docs/how-to/resolve-issues You can also vent in their feedback widget within Console. To my surprise the product managers actually read it, and sometimes respond back for more information. There's also a UserVoice forum to voice out feature requests for each product: https://googlecloudplatform.uservoice.com/forums/299943-google-cloud-platform https://googlecloudplatform.uservoice.com/forums/299943-goog...
  - sandGorgon 8y ago
    I also recently found out there is slack channel ! But look, this is not what people want. We are looking for a plain, vanilla, ticketing system that someone can respond to. GCloud does have it at the Gold level support. So in my mind, GCloud is more figure-it-yourself-dont-call-us . AWS is more dependable. They have scaled their sales/devrel/support ops so that a small startup can access it. Google only does this for the Snapchats of the world.
    - ernsheong 8y ago
      Well, you have a point. I would wish for that too :) For now, I like to think that GCP products work well enough as advertised without much support interference, and so far I haven't been let down too badly. Perhaps a contentious point that I feel is true is that AWS tech is less-dependable, hence they need more support to compensate.
      - oblio 8y ago
        > AWS tech is less-dependable How so?
      - scarface74 8y ago
        I work at a business with a business support plan - 10% of your monthly spend. I have had a 100% success rate. For example I couldn’t figure out for the life of me how to configure a cross account CodePipeline work flow, the support guy did what he could while we were on chat, but eventually, he just asked me to export my pipeline definition, spent the next day researching, called me back and walked me through it with a screen share. You basically can’t do it via the console.
    - morgante 8y ago
      > We are looking for a plain, vanilla, ticketing system that someone can respond to. You definitely don't have to be Snapchat-sized to get access to the support console where you open tickets. The base plan is $100/m, which is admittedly more expensive than Amazon's $29/m but should give exactly what you're looking for. Disclaimer: I work for Google Cloud. [0] https://cloud.google.com/support/#support-options https://cloud.google.com/support/#support-options
      - sandGorgon 8y ago
        ahh - it has actually gone down. About 6 months back, it was 150-200$ per month and before that it was always a percentage of spend. I just saw that the old gold/silver/platinum have gone away and replaced with role-based support options. Thanks for highlighting that!
      - marcinzm 8y ago
        Isn't it $100/month/user? How are users calculated?
    - true_tuna 8y ago
      Yeah gcp model is not user friendly at all. I hope they’re working on improving it there’s no way to win if they keep on how they’re going . I personally like support via slack. Scaleft had it and it was amazing. I only joined the gcp slack yesterday so I don’t know if there are answers as well as questions.
  - empath75 8y ago
    If I work for a Fortune 500 company I’m not going to be okay with sometimes getting a response on a good day.
manigandham 8y ago
Nothing there matters unless you work at Google. They are a general dumping ground of feature requests and bug reports with many being several years old.

sandGorgon 8y ago

These are issue trackers. I'm not reporting a bug in Google. I want support on "how to do X" or "I purchased this reserved instance by accident, can I get a refund".

ernsheong 8y ago
Fair enough. For questions, Stack Overflow is what they usually point to. Sometimes GCP staff logs on and answers, otherwise the community. For the refund scenario, I found this: https://cloud.google.com/billing/docs/how-to/resolve-issues https://cloud.google.com/billing/docs/how-to/resolve-issues You can also vent in their feedback widget within Console. To my surprise the product managers actually read it, and sometimes respond back for more information. There's also a UserVoice forum to voice out feature requests for each product: https://googlecloudplatform.uservoice.com/forums/299943-google-cloud-platform https://googlecloudplatform.uservoice.com/forums/299943-goog...
- sandGorgon 8y ago
  I also recently found out there is slack channel ! But look, this is not what people want. We are looking for a plain, vanilla, ticketing system that someone can respond to. GCloud does have it at the Gold level support. So in my mind, GCloud is more figure-it-yourself-dont-call-us . AWS is more dependable. They have scaled their sales/devrel/support ops so that a small startup can access it. Google only does this for the Snapchats of the world.
  - ernsheong 8y ago
    Well, you have a point. I would wish for that too :) For now, I like to think that GCP products work well enough as advertised without much support interference, and so far I haven't been let down too badly. Perhaps a contentious point that I feel is true is that AWS tech is less-dependable, hence they need more support to compensate.
    - oblio 8y ago
      > AWS tech is less-dependable How so?
    - scarface74 8y ago
      I work at a business with a business support plan - 10% of your monthly spend. I have had a 100% success rate. For example I couldn’t figure out for the life of me how to configure a cross account CodePipeline work flow, the support guy did what he could while we were on chat, but eventually, he just asked me to export my pipeline definition, spent the next day researching, called me back and walked me through it with a screen share. You basically can’t do it via the console.
  - morgante 8y ago
    > We are looking for a plain, vanilla, ticketing system that someone can respond to. You definitely don't have to be Snapchat-sized to get access to the support console where you open tickets. The base plan is $100/m, which is admittedly more expensive than Amazon's $29/m but should give exactly what you're looking for. Disclaimer: I work for Google Cloud. [0] https://cloud.google.com/support/#support-options https://cloud.google.com/support/#support-options
    - sandGorgon 8y ago
      ahh - it has actually gone down. About 6 months back, it was 150-200$ per month and before that it was always a percentage of spend. I just saw that the old gold/silver/platinum have gone away and replaced with role-based support options. Thanks for highlighting that!
    - marcinzm 8y ago
      Isn't it $100/month/user? How are users calculated?
  - true_tuna 8y ago
    Yeah gcp model is not user friendly at all. I hope they’re working on improving it there’s no way to win if they keep on how they’re going . I personally like support via slack. Scaleft had it and it was amazing. I only joined the gcp slack yesterday so I don’t know if there are answers as well as questions.
- empath75 8y ago
  If I work for a Fortune 500 company I’m not going to be okay with sometimes getting a response on a good day.

manigandham 8y ago

Nothing there matters unless you work at Google. They are a general dumping ground of feature requests and bug reports with many being several years old.