Re:Why Is Facebook Not in the Cloud Business?
by jedberg on Tuesday March 24, 2020 @12:46AM
(#22672047)
> 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.
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.