[evercast]

I'm certainly far from finding excuses for Google, but I have strong doubts when reading stories like this. I wonder how is this possible? If you check their support packages at https://cloud.google.com/support/, they provide different options based on how much you are willing to pay. The premium package gives you 15 minute response time and a personal TAM. What am I missing here? They promise a service, but it doesn't work?

AWS seems to also have support packages: https://aws.amazon.com/premiumsupport/plans/, and their response times are also not supposed to be instant.

[bamboozled]

Have you ever tried to get one of those packages ? You need to have an interview etc.It’s not straight forward or cheap. We tried to sign up and have a TAM assigned but gave up. It was a lot of effort.

Amazon gives great support at an affordable price.