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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

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.

TheKarateKid 7y ago
I think many here are missing the real problem: Why should customers have to pay for support to fix problems on Google’s end?
jschwartzi 7y ago
I don't see "Fortune 100-level support" listed on Google's website. How do I purchase it?
- pg_is_a_butt 7y ago
  https://cloud.google.com/support/#support-plans https://cloud.google.com/support/#support-plans "Contact Sales"
- jdlshore 7y ago
  Presumably, by spending enough money to get an account manager, then asking them to sell you a support contract.
  - pg_is_a_butt 7y ago
    Account manager and support contract are sold together... $150,000/yr paid up front + 4% of yearly spend. Seems insanely high, especially compared to the next step down which is only $250/mo per user... you could get by with a separate account with a single master user that controlled all the deployments and billing and only pay $3,000/yr. What you get for that extra $147,000+/year is that you talk directly with the lowest level engineer actually working on the problem rather than relaying messages that lose context... but you'll still need to know what you're talking about and be able to actually help the engineer rather than spin them in circles, or you'll be kept at bay.
- deleted 7y ago
  [deleted]
- drivebycomment 7y ago
  https://cloud.google.com/support 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 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 https://one.google.com/support says 2-3 min response for phone/chat though.
  - busterarm 7y ago
    Last time I filed one of those P1 tickets, it was assigned to someone immediately but we didn't get any useful help from the support people for 7 hours. It took multiple escalations to people responsible for the specific service and the issue was entirely Google's service having an error. Meanwhile production was hard-down that whole time.
  - jschwartzi 7y ago
    What happens to my Google One plan if my account is banned for a TOS violation?
    - drivebycomment 7y ago
      I don't know - I'm just a Google user, and I haven't gotten my account banned. I presume it won't work ?
      - jschwartzi 7y ago
        So the reason I would want guaranteed human support from Google is in the event they mistakenly ban my account of 13 years. If it also bans me from the support product then it’s completely pointless.
TheSpiceIsLife 7y ago
> 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..............................................
- pg_is_a_butt 7y ago
  The cost for the highest level of support is about the same as the salary for a single Senior Software Engineer. It certainly would be a surprise if there were only 100 companies in the world that can afford to hire a single employee to provide them with the services they require.................................................
busterarm 7y ago
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.
- pg_is_a_butt 7y ago
  This is why I mentioned that I'm better than most at filing reports. If you just say your app doesn't work, they aren't going to dig through your code and figure out the problem. But, If you build a demo app in <100 LoC that reproduces the issue, they will thank you and fix it very fast. Perhaps your bug reports aren't worth shit. Same with all the people complaining about outages that affect everyone, and not getting individual responses... you probably aren't helping at all, or telling them anything they don't already know. If you can isolate and demonstrate the issue in a reproducible way, and suggest a fix or likely culprit (because you've been keeping up with recent Google Cloud changes), they will call you.
- busterarm 7y ago
  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.
  - pg_is_a_butt 7y ago
    Weird how when your exact tone is reflected upon you, you refuse to engage; just as you've claimed others have refused to engage similarly with you. YOU failed. You were broken, and you'll never make the quality improvements you require to not be shit yourself. The devil won't cry either way.
  - deleted 7y ago
    [deleted]

TheKarateKid 7y ago

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

jschwartzi 7y ago

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

pg_is_a_butt 7y ago
https://cloud.google.com/support/#support-plans https://cloud.google.com/support/#support-plans "Contact Sales"
jdlshore 7y ago
Presumably, by spending enough money to get an account manager, then asking them to sell you a support contract.
- pg_is_a_butt 7y ago
  Account manager and support contract are sold together... $150,000/yr paid up front + 4% of yearly spend. Seems insanely high, especially compared to the next step down which is only $250/mo per user... you could get by with a separate account with a single master user that controlled all the deployments and billing and only pay $3,000/yr. What you get for that extra $147,000+/year is that you talk directly with the lowest level engineer actually working on the problem rather than relaying messages that lose context... but you'll still need to know what you're talking about and be able to actually help the engineer rather than spin them in circles, or you'll be kept at bay.
deleted 7y ago
[deleted]
drivebycomment 7y ago
https://cloud.google.com/support 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 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 https://one.google.com/support says 2-3 min response for phone/chat though.
- busterarm 7y ago
  Last time I filed one of those P1 tickets, it was assigned to someone immediately but we didn't get any useful help from the support people for 7 hours. It took multiple escalations to people responsible for the specific service and the issue was entirely Google's service having an error. Meanwhile production was hard-down that whole time.
- jschwartzi 7y ago
  What happens to my Google One plan if my account is banned for a TOS violation?
  - drivebycomment 7y ago
    I don't know - I'm just a Google user, and I haven't gotten my account banned. I presume it won't work ?
    - jschwartzi 7y ago
      So the reason I would want guaranteed human support from Google is in the event they mistakenly ban my account of 13 years. If it also bans me from the support product then it’s completely pointless.

TheSpiceIsLife 7y ago

> 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..............................................

pg_is_a_butt 7y ago
The cost for the highest level of support is about the same as the salary for a single Senior Software Engineer. It certainly would be a surprise if there were only 100 companies in the world that can afford to hire a single employee to provide them with the services they require.................................................

busterarm 7y ago

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.

pg_is_a_butt 7y ago
This is why I mentioned that I'm better than most at filing reports. If you just say your app doesn't work, they aren't going to dig through your code and figure out the problem. But, If you build a demo app in <100 LoC that reproduces the issue, they will thank you and fix it very fast. Perhaps your bug reports aren't worth shit. Same with all the people complaining about outages that affect everyone, and not getting individual responses... you probably aren't helping at all, or telling them anything they don't already know. If you can isolate and demonstrate the issue in a reproducible way, and suggest a fix or likely culprit (because you've been keeping up with recent Google Cloud changes), they will call you.
busterarm 7y ago
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.
- pg_is_a_butt 7y ago
  Weird how when your exact tone is reflected upon you, you refuse to engage; just as you've claimed others have refused to engage similarly with you. YOU failed. You were broken, and you'll never make the quality improvements you require to not be shit yourself. The devil won't cry either way.
- deleted 7y ago
  [deleted]