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I would frame it the other way which is that Google has had to dogfood the inhouse services so has spent a bunch of time troubleshooting/bug fixing internally ;

I would frame it the other way which is that Google has had to dogfood the inhouse services so has spent a bunch of time troubleshooting/bug fixing internally ;) I know that Google as a whole has a rep for support which isn't great. However, I also know that Cloud is trying really hard to show that isn't the case with Cloud products (as is the company as a whole, my personal experience with support phone lines at Google Play, for example, have been really good). We have Stack Overflow (which we as devs check in on to see if there are problems we can help with e.g. [1]), we have support packages which have real live human beings on the other end [2]. I know everyone here in my dev team is 110% behind support being great, but it's one of those things where we'll be judged by execution rather than words (as it should be). [1] http://stackoverflow.com/questions/21774738/google-cloud-sql-authorized-network-cant-connect http://stackoverflow.com/questions/21774738/google-cloud-sql... [2] https://cloud.google.com/support/ https://cloud.google.com/support/

jfoster 13y ago
The support experience is going to vary depending on what you need. I once called Google Wallet developer support to let them know that their sandbox was down. I pointed them toward some samples on their documentation that had broken as a result. They didn't seem able to grasp that it wasn't a problem on my end, and I'm not convinced they knew what a sandbox is. In the end, I reached out to a Google Wallet product manager via Google+ who confirmed that it was down and that they were working on it. It seems a waste of talent to have developers picking up the phone when I call developer support, but it would be nice if that team could run stuff by developers when they need to. They also need better training on typical things that developers might call about. (Eg. "Sandbox seems to be down, can you confirm and provide an ETA on the fix?")

jfoster 13y ago

The support experience is going to vary depending on what you need. I once called Google Wallet developer support to let them know that their sandbox was down. I pointed them toward some samples on their documentation that had broken as a result. They didn't seem able to grasp that it wasn't a problem on my end, and I'm not convinced they knew what a sandbox is. In the end, I reached out to a Google Wallet product manager via Google+ who confirmed that it was down and that they were working on it. It seems a waste of talent to have developers picking up the phone when I call developer support, but it would be nice if that team could run stuff by developers when they need to. They also need better training on typical things that developers might call about. (Eg. "Sandbox seems to be down, can you confirm and provide an ETA on the fix?")