5 ms·

Eh. It’s similar in AWS-land. Basic business hours support is $29/month or 3% of your service spend, whichever is greater. 24/7 is $100/mo or 10%, which also i

Eh. It’s similar in AWS-land. Basic business hours support is $29/month or 3% of your service spend, whichever is greater. 24/7 is $100/mo or 10%, which also includes outage assistance. I’ve also worked for places with enterprise support ($15,000/mo or 10%) but of you’re bringing in millions per month it’s definitely worth it. The AWS personal health dashboard is also pretty reliable. The public status page is the source of many jokes.

dmlittle 6y ago
While you do pay for AWS support, I must say that in my experience AWS support is pretty top notch. I don't particularly like the (somewhat) recent changes where the priority of your ticket is based on your support plan but I'm guessing it's because everyone always chose "critical" when making small support ticket.
- colde 6y ago
  In my experience with AWS support, it's a major difference on whether you are asking EC 2 questions or some of the lesser used service questions. For Media services, the supporter will almost always need to coordinate with an internal team, which there is no visibility over, and then it becomes a game of telephone to make the supporter relay the information in a way the internal team understands. I've had the same thing happen with peering/networking related questions. For EC 2, VPC, DynamoDB kinda questions, they are indeed pretty good.
  - dmlittle 6y ago
    I guess that makes sense. The quality of their support is probably directly correlated to the level of internal tooling to help diagnose issues. For more popular/older services that tooling is probably better.
jayp 6y ago
Thanks for adding the AWS perspective. I guess grass is not greener on the other side. Oligopolies for the loss.
whoknew1122 6y ago
I don't know about Google's support offerings. But when I worked for a startup that was on AWS, here's what we'd do: 1.) Try to figure things out ourselves 2.) If we can't figure it out, subscribe to AWS Support. 3.) Get question answered and then turn off the support plan. You'll have your support plan for the rest of the month and pay a prorated amount for the days during which you had support. It's quick and cheap.
- te_chris 6y ago
  You can do the same with GCP
  - Clewza313 6y ago
    Last I checked GCP has a minimum one month billing for support. Then again, we're talking about $100/mo here, saving half of that pays for how many minutes of engineer time?
jorblumesea 6y ago
Even in the "millions per month" company realm, I've often felt that AWS treated us like a cash cow to some extent.

dmlittle 6y ago

While you do pay for AWS support, I must say that in my experience AWS support is pretty top notch. I don't particularly like the (somewhat) recent changes where the priority of your ticket is based on your support plan but I'm guessing it's because everyone always chose "critical" when making small support ticket.

colde 6y ago
In my experience with AWS support, it's a major difference on whether you are asking EC 2 questions or some of the lesser used service questions. For Media services, the supporter will almost always need to coordinate with an internal team, which there is no visibility over, and then it becomes a game of telephone to make the supporter relay the information in a way the internal team understands. I've had the same thing happen with peering/networking related questions. For EC 2, VPC, DynamoDB kinda questions, they are indeed pretty good.
- dmlittle 6y ago
  I guess that makes sense. The quality of their support is probably directly correlated to the level of internal tooling to help diagnose issues. For more popular/older services that tooling is probably better.

jayp 6y ago

Thanks for adding the AWS perspective. I guess grass is not greener on the other side. Oligopolies for the loss.

whoknew1122 6y ago

I don't know about Google's support offerings. But when I worked for a startup that was on AWS, here's what we'd do: 1.) Try to figure things out ourselves 2.) If we can't figure it out, subscribe to AWS Support. 3.) Get question answered and then turn off the support plan. You'll have your support plan for the rest of the month and pay a prorated amount for the days during which you had support. It's quick and cheap.

te_chris 6y ago
You can do the same with GCP
- Clewza313 6y ago
  Last I checked GCP has a minimum one month billing for support. Then again, we're talking about $100/mo here, saving half of that pays for how many minutes of engineer time?

jorblumesea 6y ago

Even in the "millions per month" company realm, I've often felt that AWS treated us like a cash cow to some extent.