Google cloud grows up with more support options


If you use Google Compute Engine or Google App Engine, Google Cloud Storage, Cloud SQL, or BigQuery —  there are new support options at your disposal.

Google is offering a new tiered structure that includes a basic free level offering online documentation, forums and billing support; a Silver tier that adds best practices, email access to the support team for $150 per month; and a Gold level which layers 24X7 phone support and app development or architecture consultation atop all the rest starting at $400 per month. And then there’s the super-duper Platinum support that Google won’t even tell you about on its blog — you have to call in for details.

Before now, “premier” users of the Google App Engine platform as a service had access to advanced support, but users of the other products had to tap Google Groups and Stack Overflow for support. That sort of informal structure is not copacetic with most IT buyers.

The new options, announced on the Google Enterprise Blog Thursday, show that Amazon isn’t the only big cloud provider that’s trying to lure business customers into the fold. While Amazon Web Services (AWS)  is by far the leader in public cloud services, Google is one of a handful of vendors that even skeptics think can provide comparable compute and storage scale. The fact that third-party cloud providers like Cloudscaling — are adding support for Google Compute Engine APIs in addition to Amazon’s also shows that folks are looking for an alternative — or at least a backup — to AWS.



Stanton Moreland

Cool support options for business users! I think I will be making use of one of the support levels for my company as well. Google is the default cloud storage that my remote as well as on-site employees use to collaborate on docs, reports and legal agreements. And since it seamlessly integrates with the web-based collaboration tools which we all work with, it is a great deal for all of us. You can also check it out here:

Ed Byrne

Interesting that its a flat rate. I dont think that model will last. A customer with a massive deployment (spending 100k a month) vs one with a couple of instances and an App Engine app (spending 1k a month) would get the same support at that low price? I don’t think the internal cost model would stack up when the support staff in Google show their time sheets!!! Big deployments = more complexity = more time, much more.

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