AWS support tended to be very sharp, understand the situation and workflow holistically, and occasionally provide additional information (i.e. they could understand what, as the customer, I _needed to know to resolve my issue_ rather than only answering _exactly what I asked_). Like I said, 90% or more of AWS support asks required no follow ups. Not the case for GCP.
GCP support tended to give more generic or vague answers, or would simply "unblock you to the next blocker". As a support expert, you'd hope they understood the workflows, didn't seem to be the case. Google searches seem to indicate this isn't too uncommon amongst cloud platform users. GCP is the technically most sophisticated product, but my experience as a user was stability was far more comforting when fires broke out, as they will for any cloud vendor.
As an aside, I once experienced a G Suite "circular lockout" issue where I had to request permissions from myself. I spent hours agonizing over fixing it, and never actually heard back on that issue at all from the support team. I'm sure GCP and GSuite are independent support teams, though.
Note: I haven't used GCP in a bit over 12 months. Maybe things have changed since then, I don't know. But it certainly seemed that if you're a small company, they don't really care about you. I'd assume that GCP's large enterprise clients received excellent support.
You must have a really big contract with AWS to have such a great experience with AWS support, or are still at the level of manually requesting limit increase tickets, or something.
It seems like half the time AWS's tier-1 support sends the me a link to the documentation that I linked to in my ticket, the other half the time I spend hours, sometimes days of engineering time to get the logs they asked for, only for them to come back with "I talked with the product team and oh yeah that's a known issue". If I'm really lucky, I don't have to prove to them it's their fault that something's broken before they admit that there's a problem.
Frustratingly, it's all covered under NDA, which is where things really get ugly, because you can't even really talk about it. I'm sure support is awesome if you're Netflix spending however many millions of dollars a month. Maybe at that level there's a secret site that straight up says product X has limitations Y and Z, but after having to prove to AWS that the problem is on their end, multiple times, their enterprise support is worthless. It's a good lever to push on in a contact though.
I've never used GCP support so can't say anything about it.
> Maybe at that level there's a secret site that straight up says product X has limitations Y and Z
I promise you that there is not. :)
Usually it went the other way. We (Netflix) would say "hey we think we found a limit in product X" and they would come back later and say, "huh you're right no one has ever seen that before". Then we'd get on the phone with the engineer who wrote it and we'd work through the bug together.
So in a sense, yes, we had amazing support, but only because we were their beta testers. It was a good relationship though, because it meant when we had problems we got a lot of help.
They were always willing to put the resources in to make sure we were insanely happy.
But talking to other customers, that part of the equation seems to be there no matter who you are.
GCP support tended to give more generic or vague answers, or would simply "unblock you to the next blocker". As a support expert, you'd hope they understood the workflows, didn't seem to be the case. Google searches seem to indicate this isn't too uncommon amongst cloud platform users. GCP is the technically most sophisticated product, but my experience as a user was stability was far more comforting when fires broke out, as they will for any cloud vendor.
As an aside, I once experienced a G Suite "circular lockout" issue where I had to request permissions from myself. I spent hours agonizing over fixing it, and never actually heard back on that issue at all from the support team. I'm sure GCP and GSuite are independent support teams, though.
Note: I haven't used GCP in a bit over 12 months. Maybe things have changed since then, I don't know. But it certainly seemed that if you're a small company, they don't really care about you. I'd assume that GCP's large enterprise clients received excellent support.