Yes, when they type the ticket in it pages someone who can action it. They don't wait till 9am next morning to service the ticket. They get it done as humanly as possible.
EDIT: its not just for total system outages, it can be things which are localised to your cluster, or whatever - who knows. This is why these services are offered. To give those who need the piece of mind that if shit goes wrong, the company you're paying will deal with immediately.
If Google is positive that their services will be uninterrupted or error prone between 9pm and 9am then they should advertise so. Things happen. Things do go wrong, they should think about expanding their support teams in other international offices to have a good coverage for the world clock.
Yes, when they type the ticket in it pages someone who can action it. They don't wait till 9am next morning to service the ticket. They get it done as humanly as possible.
I'm not sure where you get that idea from but companies the size of google don't page engineers because of customer tickets, regardless of whether they're opened by a callcenter agent or e-mail.
Their callcenters process thousands of calls per hour. Yours is, quite literally, a drop in the bucket.
They have monitoring in place where one of the metrics is is elevated support inquiries. However, you only appear in that bucket after someone, and usually not the callcenter agent, has triaged your ticket.
> I'm not sure where you get that idea from but companies the size of google don't page engineers because of customer tickets, regardless of whether they're opened by a callcenter agent or e-mail.
Maybe not for a $12 domain registration but Amazon does in some cases.
I'm also pretty sure that is what Google's Cloud Platform Platinum offers if you are willing to pay enough. [This part is just a guess]
Or a badly seated network cable that managed to vibrate loose. Had that one happen to me, and there's absolutely nothing that can fix it other than feet on the ground.
The people at the business may only work during business hours, but people purchase items and interact with websites 24/7 meaning that if you get a text saying your domain is down at 03:00, then by 03:02 you want to be in touch with someone figuring out why.
It'd be awesome if there was an automation service for this. I'm sure tons of people would gladly pay to say "fuck waking up, it's already being handled."
Sweet - I had no idea. Thanks. It just seemed like that was a fairly common opinion being voiced that they were tired of getting woken up at 3 am haha.
No thanks. I'd rather have 24/7 support.