[kiyoto]

Compared to GCP, perhaps, but AWS's support is pretty atrocious too. The real reason AWS wins is because they know how to sell platforms: as you said, it's about more services, more options, and yes, more _selling_. You can't just build the best components and wait for people to try them. You have to go listen to customers and propose how to build what they need using your platform. This is by far the biggest difference between GCP and AWS: the technical salesperson mindset.

[milesward]

disclaimer: I'm the original author, and a technical salesperson of sorts at GCP

What could we do to make this better? I'm super serious; I talk to customers every day, and we're working hard to deliver a platform (all of it - product, docs, support, sales, customer advocacy, OSS, etc) that exceeds expectations and delivers results. What could we do to impress you from a customer engagement standpoint?

[zwily]

Your experience with AWS support is generally correlated with how much you pay. After many years of grumbling, we're finally at the highest level and support is pretty great. As it should be, given the price.

You're exactly right about the "technical salesperson mindset". It's awesome see new features come out several times a year that feel like direct response to our feedback. Google is impressive, but I don't get the feeling they would be as responsive to customer requests.

[dmourati]

"Your experience with AWS support is generally correlated with how much you pay"

Can't say I've found this to be the case. We spend a minor fortune each month, have premium support, and get really poor help. I thought mostly everyone agreed AWS support stinks.

Part of the problem, I've realized, is we are not contacting support for trivial, common items. Rather we engage with them on outages in their service (ahem "elevated error rates"). On these and other similarly complex issues, their front-line support staff is ill equipped and they mostly resort to saying "I've escalated to the service team."