[bruce511]

Google drops users not customers. It's an important distinction.

Ok, they drop customers too, and even as a customer its gard to talk to a human. And that in itself is a huge barrier to entry to some possible customers.

Personally we use Google for ads. We pay them money, but don't get to talk to a human. They'd drop us if we behave in a way the algorithm doesn't like. They get away with this because there are very few alternatives.

But we don't use GCP. We use AWS, and talk to a human a couple times a year. And issues get fixed.

So yes, it works for Google, but only really in the space where they have a somewhat-monopoly.

In other spaces like Gmail or Google+, they happily drop users all the time because those are users, not customers.

[danpalmer]

FWIW, I used to use GCP and Workspace, used to talk to someone once or twice a year, had no problems with the support. I've also seen AWS drop the ball on security disclosures, so I think experiences between all of them can be pretty mixed.