Not to mention the lack of visibility in changes - it seems like everything is constantly running at multiple versions that can change suddenly with no notice, and if that breaks your use case they don't really seem to know or care. It feels like there's miles of difference between the SRE book and how their cloud teams operate in practice.
I had an issue with my servers 2 days ago and I got a reply to my ticket within 1 minute. Follow-up replies were also very fast.
The person I was talking to was a system administrator who understood what I was talking about and could actually solve problems on the spot. He is actually the same person who answered my support requests last year. I don't know if that's a happy accident or if they try to keep the same support staff answering for the same clients. He was answering my requests consistently for 2 days this time.
I am not a big budget customer. AWS and GCP wouldn't think anything of me.
Thank you Vultr for supporting your product properly. And thanks Eric. You are very helpful!
Vultr looks like they provide more traditional services with a few extra niceties on top.
Within Google's infrastructure, I can deploy a new HTTPS REST endpoint with a .js file and 1 console command.
Could I set up an ecosystem on a Vultr VM to do the same? Sure, it isn't magic. But GCP's entire value prop is that they've already done a lot of that work for you, and as someone running a startup, I was able to go from "I have this idea" to "I have this REST endpoint" in couple of days, without worrying about managing infrastructure.
That said, articles like this always worry me. I've never seen an article that says "Wow Google's support team really helped out!"
There are ways to make the hosting relatively agnostic, but choosing a pub/sub solution (for example), that operates at 'web scale' will have a distinct impact on your solutions and force you into their ecosystem to maximize value. Why bother with BigCorps UltraResistant services if you're only going to use some small percentage of the capabilities?
I've made systems that abstract away the difference entirely, but I think the 'goldilocks zone' is abstracted core domain logic that will run on anything, and then going whole-hog on each individual environment. Accept that "cloud" is vendor lockin, and mitigate that threat at the level of deployment (multi-cloud, multi-stack), rather than just the application.
The best thing to do is to simply ignore them as asking about downvotes just invites more of them.
But it is telling that there have been at least 5 downvotes but no one is willing to comment as to why.
Edit: since I see you have a downvote (surprise, surprise) I'll clarify that it wasn't me.
Seems like a recipe for breeding unfairness. "Don't talk about the system", :sigh:
Downvotes can irritate, but there are at least two balms that don't involve adding noise to the threads. One is to remember that people sometimes simply misclick. The other is that unfairly downvoted comments mostly end up getting corrective upvotes from fair-minded community members (as happened with yours here).
I'm happy for you to leave your comment. It might help someone else in future.
Their sales staff is arrogant and has no idea how to sell into F500 type companies.
Source: 10+ meetings, with different clients, I attended where the Google sales pitch was basically "we are smarter than you, and you will succumb". The Borg approach. Someone needs to revamp the G sales and support approach if they want to grow in the cloud space.
The other funny thing is the package had a neoprene sleeve for a Chromebook. Eventually a sales person reached out via email assuming I owned a Chromebook and acted like I owed them a phone call because they gave me a neoprene sleeve I couldn’t use.
The entire package ended up going in the trash, which was an unfortunate waste of unrecyclable materials.
"People who will look through every bit of advertising crap company x sends", vs those who don't.
Something, somewhere is probably making stats on that. ;)
Well, that seems to be the approach at Google. Starting with hiring
Not surprising they end up with a hivemind that can't see past their mistakes.
And I've seen it cause them to lose at least 10 potentially good sales.
They have advantages but they're so arrogant that it puts people off.
It's more than 10 times or more people told me they prefer Google's solution to Microsoft or Amazon's but they're going with a competitor because they can't stand Google's arrogant attitude. It's close to laughable because of throwing money away just because they won't back off.
It blows my mind that GCloud, with arguably superior tech and performance compared to AWS/Azure, can't handle support. I have my own horror stories from 2 years ago, but still they haven't fixed it.
Google just doesn't seem to be able to focus on products that requires service and customer support. Maybe they just don't care about it while they have an infinite revenue stream from search and advertising. Whatever it is, they should be humiliated.
I love the tech, and the ux details like in browser SSH (AWS hasn't improved UX EVER) but they can't get support right? Amazing.
That's literally any product that people pay for (instead of viewing ads).
Customer support isn't and never has been in their DNA. It's often rage-inducing how hard it is to contact a human at Google.
They seem to think they can engineer products that don't need humans behind them.
I'm actually going to take this back to my company as a principle: "Treat locked-in/subscribing customers as well as our salespeople treat prospects."
This means that you can run whatever development tools that you want on the EC2 instance, rather than the very limited code editor that Cloud9 provides. You can easily run a full copy of Visual Studio on a Workspace, and get the full resources of an EC2 instance with SSD drivess.
Anecdotally: I've been an MS gold partner in a bunch of different contexts for years. The experiences I had as 'small fish' techie with AWS were on par or better. YMMV, of course, but I'd be more comfortable putting my Enterprise in the hands of AWS support than MS's (despite MS being really good in that space).
Prices seem high though: https://cloud.google.com/support/?options=premium-support#op...