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I've never used Google's support, but AWS support isn't good either. They lack reading comprehension, give braindead answers to questions, and have less access
by singron 5y ago
I've never used Google's support, but AWS support isn't good either. They lack reading comprehension, give braindead answers to questions, and have less access than you do, so even a competent support person couldn't diagnose or fix anything that you couldn't yourself.
I'm convinced that unless support is stellar, it's a complete waste of time and money.
- paco3346 5y agoI'm not sure what support level you've dealt with but I've always been very impressed with AWS support (granted, my org has enterprise support). They've been able to answer some really obscure technical questions without having to escalate.
- zxcvbn4038 5y agoObviously I've had the complete opposite experience with AWS support and they have solved some tricky not-obvious problems that ended up being escalated to the development teams, as well as normal problems, and one guy actually stood by on a Zoom call for an hour listening to us solve problems just so my boss wouldn't panic - he'll may not really appreciate how much he helped the situation just by being there, but I got my AWS account rep to help get a thank-you note to him and his manager the next day. One thing I have found is that all of their new guys start off on e-mail support, and they tend to quote documentation at you more. If you have a real problem that is not you being too lazy to read (I see my peers open a lot of support tickets with questions I know are discussed clearly in the documentation), its best to start off with a chat so you can get a more senior support person involved, answer any of their questions or collect any screen shots or evidence they need, then let them exit the chat to do their research, testing, escalation on their side. You'll get a resolution within a couple hours.