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Comment by neftaly | Hacker News Reader

We've also gone from ~$25/mo to $1000-2000/mo with the pricing change. While it's not the end of the world (we're near shipping replacements for FB stuff anyway), there's also been 3-4 incidents of downtime (> 1 hour) in the last 2 months, with no way to contact anyone except their stupid web form.

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Do you not pay for support? It starts at $150..

The idea of having to pay extra to talk to them about their screw up is pretty laughable.

It all depends how dependant customers on a product. At one point I worked for a company that successfully charged customers for fixing obvious bugs in a software on top of expensive support contructs. The sad part it worked for some time.

Why?

I like the fact I can pay one price for self support and another for 15 minute resolution. Why force people to pay for support if they don't need it?

I think there's a major difference between say, support figuring out how to implement their product, which is a you problem, their service is working fine.

And a wholly different one if they screw up and you can't talk to them about it without paying them.

The former is an incentive to self-serve and investigate yourself, the latter is an incentive for the company to provide shoddy service to people pay to resolve it.

Tiered support contracts are common in enterprise software. If the base level of service were bad, nobody would use the software, and that's clearly not the case here.

(More common is the Oracle/IBM-style approach of making your docs vague enough that you need professional services to actually integrate the product).

A free level of support that requires answering within of 14 days to any issues via email, letter, or phone, and providing an address that a letter can be sent to, is required by law in the entire EU for any paid services.

Just FYI.

Google doesn’t even provide that.

No - how do you opt in? Can't find it on any of the billing or pricing pages, and can only find the message "we do not currently offer Enterprise contracts, pricing, or support".

That said, we'd only need support to get ETAs on outages being resolved ><

https://cloud.google.com/support/

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