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I don't see "Fortune 100-level support" listed on Google's website. How do I purchase it?

by jschwartzi 7y ago

pg_is_a_butt 7y ago
https://cloud.google.com/support/#support-plans https://cloud.google.com/support/#support-plans "Contact Sales"
jdlshore 7y ago
Presumably, by spending enough money to get an account manager, then asking them to sell you a support contract.
- pg_is_a_butt 7y ago
  Account manager and support contract are sold together... $150,000/yr paid up front + 4% of yearly spend. Seems insanely high, especially compared to the next step down which is only $250/mo per user... you could get by with a separate account with a single master user that controlled all the deployments and billing and only pay $3,000/yr. What you get for that extra $147,000+/year is that you talk directly with the lowest level engineer actually working on the problem rather than relaying messages that lose context... but you'll still need to know what you're talking about and be able to actually help the engineer rather than spin them in circles, or you'll be kept at bay.
deleted 7y ago
[deleted]
drivebycomment 7y ago
https://cloud.google.com/support https://cloud.google.com/support says the highest plan promises 15-min response and a dedicated account manager. For consumers, https://one.google.com/about/support https://one.google.com/about/support is the way to pay for the support, since they claim "Cross-Google" support. I haven't used Google One support (even though I am a member as I have a subscription to their storage plan), so I don't know how good it is though, and it's not super clear how "cross" it really is. https://one.google.com/support https://one.google.com/support says 2-3 min response for phone/chat though.
- busterarm 7y ago
  Last time I filed one of those P1 tickets, it was assigned to someone immediately but we didn't get any useful help from the support people for 7 hours. It took multiple escalations to people responsible for the specific service and the issue was entirely Google's service having an error. Meanwhile production was hard-down that whole time.
- jschwartzi 7y ago
  What happens to my Google One plan if my account is banned for a TOS violation?
  - drivebycomment 7y ago
    I don't know - I'm just a Google user, and I haven't gotten my account banned. I presume it won't work ?
    - jschwartzi 7y ago
      So the reason I would want guaranteed human support from Google is in the event they mistakenly ban my account of 13 years. If it also bans me from the support product then it’s completely pointless.

I don't see "Fortune 100-level support" listed on Google's website. How do I purchase it?

pg_is_a_butt 7y ago

https://cloud.google.com/support/#support-plans https://cloud.google.com/support/#support-plans "Contact Sales"

jdlshore 7y ago

Presumably, by spending enough money to get an account manager, then asking them to sell you a support contract.

pg_is_a_butt 7y ago
Account manager and support contract are sold together... $150,000/yr paid up front + 4% of yearly spend. Seems insanely high, especially compared to the next step down which is only $250/mo per user... you could get by with a separate account with a single master user that controlled all the deployments and billing and only pay $3,000/yr. What you get for that extra $147,000+/year is that you talk directly with the lowest level engineer actually working on the problem rather than relaying messages that lose context... but you'll still need to know what you're talking about and be able to actually help the engineer rather than spin them in circles, or you'll be kept at bay.

deleted 7y ago

[deleted]

drivebycomment 7y ago

https://cloud.google.com/support https://cloud.google.com/support says the highest plan promises 15-min response and a dedicated account manager. For consumers, https://one.google.com/about/support https://one.google.com/about/support is the way to pay for the support, since they claim "Cross-Google" support. I haven't used Google One support (even though I am a member as I have a subscription to their storage plan), so I don't know how good it is though, and it's not super clear how "cross" it really is. https://one.google.com/support https://one.google.com/support says 2-3 min response for phone/chat though.

busterarm 7y ago
Last time I filed one of those P1 tickets, it was assigned to someone immediately but we didn't get any useful help from the support people for 7 hours. It took multiple escalations to people responsible for the specific service and the issue was entirely Google's service having an error. Meanwhile production was hard-down that whole time.
jschwartzi 7y ago
What happens to my Google One plan if my account is banned for a TOS violation?
- drivebycomment 7y ago
  I don't know - I'm just a Google user, and I haven't gotten my account banned. I presume it won't work ?
  - jschwartzi 7y ago
    So the reason I would want guaranteed human support from Google is in the event they mistakenly ban my account of 13 years. If it also bans me from the support product then it’s completely pointless.