5 ms·

you only get billing/account support unless you have subscription, starting at 150 US$ month

Androider 6y ago
That's what it says, but in practice I've asked some really general and technical questions of AWS support and always received a helpful reply without a paid support plan as well. With a paid plan the response time is better. In general the AWS support has been great. In many cases, they've forwarded our requests to product teams who have even fixed bugs we've run into and contacted us directly. Our other experience is with paid Azure support, which did little else than direct us to the (not related to the question) docs. They also had a really hard time understanding our technical questions about specific APIs. To their credit, they did eventually escalate to the PM of the service in question. In general, the team responsible for the service really must be able to help out with support requests. In AWS this is definitely the case, in Azure as well but there's a bit of gatekeeping. Does developers and PMs in GCP participate in support?
- Spooky23 6y ago
  Microsoft support is always useless in that way and the TAMs are pretty powerless. I hired an intern just to contest the hours to effectively cut our (large) premier bill 70-80%. Their model was fault-based, and a “bug” gets billed to the support group. So the game was always for MS to avoid assignment for non Sev-A cases, and our game was to find a product defect for anything.
  - jiggawatts 6y ago
    Or support helpfully suggests that you file a suggestion in the public Azure feedback forums. Yeah... just like the other 5 dupes of the same suggestion with hundreds of upvotes that the product teams have dutifully ignored because it only matters to customers.
- ahmedtd 6y ago
  Speaking from experience, yes, customer issues that can't be answered by support agents do get escalated to the engineering (and PM) teams.
deleted 6y ago
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random5634 6y ago
Huh? Please look at the actual AWS page: https://aws.amazon.com/premiumsupport/pricing/ https://aws.amazon.com/premiumsupport/pricing/ Developer support $29/month, and business support is $100 (both go up if you spend more). I paid for business support. You get 24x7 phone, email, and chat access to Cloud Support Engineers Unlimited cases / unlimited contacts (IAM supported) This is for $100/MONTH!! That is the deal of the century. And they are ridiculously helpful. I don't understand this - AWS must be losing money at least on support side, though they obviously get happy customers (myself included). And even at $150 this would be great. I had a client on gsuite with google 8 years ago - we COULD NOT get anyone to help with some weird admin state flow issue - it just was not possible to talk to a human being for ANY amount of money.
- squiffsquiff 6y ago
  I suspect that AWS is 'losing money' on this in the same way that Apple are 'losing money' on their high Street retail shops. Working at a place with AWS enterprise support by contrast, for the second occasion, I would suggest that many of the places paying $15kpm don't cost that to support.
  - deleted 6y ago
    [deleted]
  - wegs 6y ago
    Yeah. AWS is probably "losing" tens of dollars per month hosting my personal account. They've made a few million dollars in sales as a result. I've personally started several projects on top of AWS which spend that much now. That started with the free tier back when AWS was young. Google has treated me so badly so many times now on my personal account (as well as on business accounts, for that matter) in so many different ways that they've, conversely, lost MANY million dollars in business sales. It's hard to even count; a lot of people ask me for advise on decisions, and whenever someone even thinks about using Google Cloud in a business setting.... This is not a hole I see Google getting out of, except by eventually shutting down the Google cloud. Too many people have had too many bad experiences, and reputations take a long time to recover. And the failures just keep on piling up. Google is great for personal use, but I think they're diversifying in all the wrong directions. They're not structured for success there.

That's what it says, but in practice I've asked some really general and technical questions of AWS support and always received a helpful reply without a paid support plan as well. With a paid plan the response time is better. In general the AWS support has been great. In many cases, they've forwarded our requests to product teams who have even fixed bugs we've run into and contacted us directly. Our other experience is with paid Azure support, which did little else than direct us to the (not related to the question) docs. They also had a really hard time understanding our technical questions about specific APIs. To their credit, they did eventually escalate to the PM of the service in question. In general, the team responsible for the service really must be able to help out with support requests. In AWS this is definitely the case, in Azure as well but there's a bit of gatekeeping. Does developers and PMs in GCP participate in support?

Spooky23 6y ago
Microsoft support is always useless in that way and the TAMs are pretty powerless. I hired an intern just to contest the hours to effectively cut our (large) premier bill 70-80%. Their model was fault-based, and a “bug” gets billed to the support group. So the game was always for MS to avoid assignment for non Sev-A cases, and our game was to find a product defect for anything.
- jiggawatts 6y ago
  Or support helpfully suggests that you file a suggestion in the public Azure feedback forums. Yeah... just like the other 5 dupes of the same suggestion with hundreds of upvotes that the product teams have dutifully ignored because it only matters to customers.
ahmedtd 6y ago
Speaking from experience, yes, customer issues that can't be answered by support agents do get escalated to the engineering (and PM) teams.

deleted 6y ago

[deleted]

random5634 6y ago

Huh? Please look at the actual AWS page: https://aws.amazon.com/premiumsupport/pricing/ https://aws.amazon.com/premiumsupport/pricing/ Developer support $29/month, and business support is $100 (both go up if you spend more). I paid for business support. You get 24x7 phone, email, and chat access to Cloud Support Engineers Unlimited cases / unlimited contacts (IAM supported) This is for $100/MONTH!! That is the deal of the century. And they are ridiculously helpful. I don't understand this - AWS must be losing money at least on support side, though they obviously get happy customers (myself included). And even at $150 this would be great. I had a client on gsuite with google 8 years ago - we COULD NOT get anyone to help with some weird admin state flow issue - it just was not possible to talk to a human being for ANY amount of money.

squiffsquiff 6y ago
I suspect that AWS is 'losing money' on this in the same way that Apple are 'losing money' on their high Street retail shops. Working at a place with AWS enterprise support by contrast, for the second occasion, I would suggest that many of the places paying $15kpm don't cost that to support.
- deleted 6y ago
  [deleted]
- wegs 6y ago
  Yeah. AWS is probably "losing" tens of dollars per month hosting my personal account. They've made a few million dollars in sales as a result. I've personally started several projects on top of AWS which spend that much now. That started with the free tier back when AWS was young. Google has treated me so badly so many times now on my personal account (as well as on business accounts, for that matter) in so many different ways that they've, conversely, lost MANY million dollars in business sales. It's hard to even count; a lot of people ask me for advise on decisions, and whenever someone even thinks about using Google Cloud in a business setting.... This is not a hole I see Google getting out of, except by eventually shutting down the Google cloud. Too many people have had too many bad experiences, and reputations take a long time to recover. And the failures just keep on piling up. Google is great for personal use, but I think they're diversifying in all the wrong directions. They're not structured for success there.