[pg_is_a_butt]

Not true... you just have to pay for it. I worked for A fortune 100 company that was moving some things to Google App Engine, and paid for the highest level of support. We had a list of guys we could get on the phone whenever we needed, including the main guy in charge of everything.

I helped them fix a lot of bugs and broken processes, but I'm better than most at making reports. If they had to deal with bad developers blaming Google for problems that had nothing to do with Google, that would waste a lot of time. But on the other hand, if we didn't pay for support, those problems probably never would have been fixed, and I don't think we were ever compensated or given discount support for helping.

[busterarm]

We pay for the highest level of support on Google Cloud and it isn't worth shit. I'd say it actually provides negative usefulness, as usually their support folks just waste our time and not do anything.

The only place I've gotten actual support from Google was with Ads and my company at the time was spending 9 figures.

[busterarm]

To the rude as hell tone of the reply beneath this: The GKE control plane failed. There's no quality improvement that I could have made on a bug report about their shit being broken.

[TheSpiceIsLife]

> Google support is non-existent.

> Not true... you just have to pay for it. I worked for A fortune 100 company

It shouldn't come as a surprise to anyone that there only about 100 companies who can afford Fortune 100-ish level support..............................................

[jschwartzi]

I don't see "Fortune 100-level support" listed on Google's website. How do I purchase it?

[jdlshore]

Presumably, by spending enough money to get an account manager, then asking them to sell you a support contract.

[drivebycomment]

https://cloud.google.com/support says the highest plan promises 15-min response and a dedicated account manager.

For consumers, https://one.google.com/about/support is the way to pay for the support, since they claim "Cross-Google" support. I haven't used Google One support (even though I am a member as I have a subscription to their storage plan), so I don't know how good it is though, and it's not super clear how "cross" it really is. https://one.google.com/support says 2-3 min response for phone/chat though.

[TheKarateKid]

I think many here are missing the real problem: Why should customers have to pay for support to fix problems on Google’s end?