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by tomassre
3468 days ago
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Thought I would chime in here since I didn't see anyone comment here about gold. We have GCP gold support. They answer all the questions / issues quickly and there aren't any limits to ticket counts I am aware of. During both the outages we have been affected by (~1.5 hour google load balancer outage, >3 hour bigquery outage) in the past few months, the support feels pretty bad even though there is nothing they can do I guess. However during the bigquery one, it was "outage will have an update by some time". There proceeds to not be some update for well past that time. Also 3 hours later its still we will have an update by some time but no more info when both of these were past SLA. Overall feels good and they answer any weird / general questions too which is nice (although sometimes on every reply they say I am going to close the ticket). |
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Check out the postmortem for the BigQuery Streaming API outage [0]. Relevant paragraph:
"Finally, we have received feedback that our communications during the outage left a lot to be desired. We agree with this feedback. While our engineering teams launched an all-hands-on-deck to resolve this issue within minutes of its detection, we did not adequately communicate both the level-of-effort and the steady progress of diagnosis, triage and restoration happening during the incident. We clearly erred in not communicating promptly, crisply and transparently to affected customers during this incident. We will be addressing our communications — for all Google Cloud systems, not just BigQuery — as part of a separate effort, which has already been launched."
(Work on Google Cloud and was on BigQuery team in the past)
[0] https://status.cloud.google.com/incident/bigquery/18022