One of the key messages out of Google Cloud Next last week: The company has gotten serious about serving enterprise customers in a way that meets their needs. A key component of that is a new set of support plans for customers of its cloud platform.
Instead of paying one big support fee, businesses will pay per user for support privileges, based on how quickly they will get a response. The new plan replaces a set of monolithic tiers that required businesses to pay a flat fee per month plus a percentage of their monthly product usage.
In the past, Google wasn’t exactly known for its support capabilities, but that’s something the company has changed in recent years. Google engineers originally believed they could create great technology that was self-service and easy to use, and that would be enough for business customers, said Dave Rensin, the company’s director of customer reliability engineering.