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Unless you pay for a separate support subscription, no. Not even if it’s their systems at fault.

by 9dev 6y ago

Ansil849 6y ago
I mean, this seems fair to me. If you want support, you have to pay for it.
- danudey 6y ago
  If I'm paying for a service, I expect to be able to speak to someone when that service breaks. If Google Cloud breaks my GKE cluster, it's unreasonable that I can't get anyone to go and fix it without having to pay extra money. If I break it, sure, fine, no problem. IF it's their fault, I expect to be able to hold them to account.
  - Ansil849 6y ago
    This is all typically agreed upon well in advance of signing any kind of contract via SLAs and whatnot. So none of this should be a surprise after you've come on-board.
  - donor20 6y ago
    That's absolutely not the agreement. If the service breaks you will be eligible for SLA credits if the service downtime exceeded the SLA target. The GKE SLO is something like no more than 3.5 hours of downtime per month. "I expect to hold them to account". No - if you are not paying for support you will just be able to claim the credits. You do this by filling out a form within 30 days. That's it.
    - ttymck 6y ago
      I, and I'm sure others, appreciate this response. But I think if someone is under the belief that "I expect to hold them to account", then the only appropriate response is: "Then GCP is not for you"
      - donor20 6y ago
        Not entirely true. If you have a business need that demands this level of holding another big company to some account / get some response, then you pay for it. I think google's higher end service level starts with a $150K/year base fee + cut of spending. That's actually a pretty good deal (1FTE) to have your back much more covered when there are issues - I think they work towards 15 minute response times there. Plus they can help you avoid screwing up your own redundancy planning through reviews of your setup. What wasn't clear from parent was do they expect to hold google ($100B+/year) to account while spending $2,000/month - that isn't going to happen at all as google as already outlined how they will compensate you for downtime. Finally - for really large deals you can negotiate with their sales folks.
        ttymck 6y ago
        An important distinction, absolutely.

Unless you pay for a separate support subscription, no. Not even if it’s their systems at fault.

by 9dev 6y ago

Unless you pay for a separate support subscription, no. Not even if it’s their systems at fault.

Ansil849 6y ago

I mean, this seems fair to me. If you want support, you have to pay for it.

danudey 6y ago
If I'm paying for a service, I expect to be able to speak to someone when that service breaks. If Google Cloud breaks my GKE cluster, it's unreasonable that I can't get anyone to go and fix it without having to pay extra money. If I break it, sure, fine, no problem. IF it's their fault, I expect to be able to hold them to account.
- Ansil849 6y ago
  This is all typically agreed upon well in advance of signing any kind of contract via SLAs and whatnot. So none of this should be a surprise after you've come on-board.
- donor20 6y ago
  That's absolutely not the agreement. If the service breaks you will be eligible for SLA credits if the service downtime exceeded the SLA target. The GKE SLO is something like no more than 3.5 hours of downtime per month. "I expect to hold them to account". No - if you are not paying for support you will just be able to claim the credits. You do this by filling out a form within 30 days. That's it.
  - ttymck 6y ago
    I, and I'm sure others, appreciate this response. But I think if someone is under the belief that "I expect to hold them to account", then the only appropriate response is: "Then GCP is not for you"
    - donor20 6y ago
      Not entirely true. If you have a business need that demands this level of holding another big company to some account / get some response, then you pay for it. I think google's higher end service level starts with a $150K/year base fee + cut of spending. That's actually a pretty good deal (1FTE) to have your back much more covered when there are issues - I think they work towards 15 minute response times there. Plus they can help you avoid screwing up your own redundancy planning through reviews of your setup. What wasn't clear from parent was do they expect to hold google ($100B+/year) to account while spending $2,000/month - that isn't going to happen at all as google as already outlined how they will compensate you for downtime. Finally - for really large deals you can negotiate with their sales folks.
      - ttymck 6y ago
        An important distinction, absolutely.