Nailed it. When we've had problems with AWS, I could drop our rep an email and be on a conference call with the engineers who run the service a day later. That not for a giant account, either.
They'd also periodically reach out to offer free consulting services that would cut our monthly bill. They were upfront about the motivation: they wanted us to integrate more of their services. The upside for us was that we could get better, cheaper service. If you're planning on sticking with them anyway, that's a very attractive offer.
Meanwhile, the support venue for our enterprise Google Workspace account was a mutual support web forum as far as I could tell.
Unless you've experienced both, it's hard to believe how radically differently the 2 companies handle customer support.
A previous client was all-in on GCP. They were not a huge operation and in fact were slowly migrating on-prem stuff to it. GCP support was pretty good. The account manager was always on point and whenever we needed we could have an actual engineer or two on a call with us to troubleshoot stuff and give us advice and general support.
Of course, for less urgent and less severe issues it would generally be done over the course of a couple days to a week in support ticket messages / email but that was perfectly fine.
I've been back to using AWS for a little while now and I miss how much simpler it is to set up things in GCP. Even IAM which I remember bitching about so much during those days, now I just miss how much simpler it was and I didn't realise.
Also if you need Kubernetes, no other offering compares to GKE.
They'd also periodically reach out to offer free consulting services that would cut our monthly bill. They were upfront about the motivation: they wanted us to integrate more of their services. The upside for us was that we could get better, cheaper service. If you're planning on sticking with them anyway, that's a very attractive offer.
Meanwhile, the support venue for our enterprise Google Workspace account was a mutual support web forum as far as I could tell.
Unless you've experienced both, it's hard to believe how radically differently the 2 companies handle customer support.