I have had mostly positive support experiences for Google Cloud. Granted, my employer is a big customer so Google is making a lot of money out of the relationship, and gcloud is a new and growing platform that you can tell Google is actively investing in (unlike say, Gmail).
High-priority support tickets typically get a very fast response, although it may take several days to debug the issue and fully resolve it. The technical support people are very open about infrastructure issues on their side (although sometimes they don't publicly announce them as early as I'd like). They sometimes even help debug issues in our code when we determine that the problem isn't on Google's side.
We get invited to participate in user feedback meetings (through Google Hangouts of course). During these, we make feature requests that often eventually show up in releases and help prioritize features that are already planned or under development. I've even had one-on-one meetings with gcloud product managers.
Google BigQuery's public issue tracker[0] is also pretty decent.
All that being said, this is a (very welcome) exception for Google. Every time I've had to interact with the support system of a non-gcloud Google product/service I've walked away disappointed.
High-priority support tickets typically get a very fast response, although it may take several days to debug the issue and fully resolve it. The technical support people are very open about infrastructure issues on their side (although sometimes they don't publicly announce them as early as I'd like). They sometimes even help debug issues in our code when we determine that the problem isn't on Google's side.
We get invited to participate in user feedback meetings (through Google Hangouts of course). During these, we make feature requests that often eventually show up in releases and help prioritize features that are already planned or under development. I've even had one-on-one meetings with gcloud product managers.
Google BigQuery's public issue tracker[0] is also pretty decent.
All that being said, this is a (very welcome) exception for Google. Every time I've had to interact with the support system of a non-gcloud Google product/service I've walked away disappointed.
[0]: https://code.google.com/p/google-bigquery/