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Support packages are available. http://googleenterprise.blogspot.com/2013/02/google-cloud-pl...

The problem with saying things like "Support packages are available", is that time and again we see paying Google customers with support packages being treated awfully.

For example, this guy was a paying Google customer but couldn't get help http://www.sultansolutions.com/google-voice-lost-number/

These are paying customers who are paying a non-trivial amount of money for support (though not the "Premium" support in this case, which is an extra $500 per month for GAE).

We're a paying customer of GAE. I think it's quite clear that paying for the basic service doesn't include support beyond the public issue tracker and the forums. Support packages start at $150 per month, and at that point you get a 4 hour response time. I think that's entirely reasonable. We have yet to sign up for a support level, but then again we're not really seeing any troubles with the service.

I guess the question is, if you're paying and you find what you believe is a system wide issue, do you expect a resolution?

In this case, Google's response is seemingly "It might (or might not) be a system-wide issue, but we don't care - we won't fix it".

There's no indication in this case that someone paying $500 a month for the premium support would get a better answer.

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