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> Google support asked us to write a business case justifying how answering our support question benefited Google. I have never had this experience with Google
by theevilsharpie 5y ago
> Google support asked us to write a business case justifying how answering our support question benefited Google.
I have never had this experience with Google Cloud support (or support for any Google product -- free or paid), and couldn't even fathom what that kind of response would look like.
The only time I've ever seen anything remotely along these lines was when requesting a new feature for an enterprise product that we sold at the time (we were a channel partner), and even then, it was an online form that was asking about competitive information (e.g., "does anyone else on the market have this feature?").
- idunno2468 5y agothey ask us a bunch. usually its to justify the severity level: if you put it p1 and they are about to page an engineer, they want to make sure its not a test project. i think its fair to justify even if the interface is a little annoying. my main issue with it is since its all web forms each interaction is like fifteen minutes delay
- dekhn 5y agooh, yeah, this is the same for aws- one of my team filed a p1 bug and paged an AWS engineer in the middle of the night. It was for something nontrivial in a test environment. After that we had a discussion about what consitutes "production", with me explaining that I'd only ever cause an eng to be paged if i was fully prepared to deal with the fallout of an incident.