We were spending a couple million a year (admittedly, this was probably 5 years ago now I was dealing with this -- so could have been the dollar amount, could have been the timeframe) and never really had a hard time getting a hold of a human. And the ones we got a hold of were generally pretty attentive and actually understood what we were talking about, and could even help most of the time.

However the reps were pretty up front that as soon as a support issue crossed the line onto any other team at Google... you best just figure out a workaround, because even once we'd already crossed the threshold and had someone inside Google working on our behalf, there was just nothing that could be done.

And yeah, this has led me to be extremely resistant to moving _any_ infrastructure we care about to GCP. I have zero faith my account won't just be suddenly banned one day with no effective recourse. And I'd also never recommend any "paid support" option they offered like some people are suggesting they provide, because I'd have no faith in their support team being able to actually solve the sorts of issues that are hard for people to solve on their own.