Summary: Google is trying a new approach to customer support for its cloud infrastructure customers. It now believes that application performance is a shared responsibility. Google plans to integrate its support staff with customer operations and share reliability responsibilities. More details are promised. It seems a bit gimmicky. But if Google were to get uptake of this model it would carve into the layer of value service providers are moving to deliver on top of AWS and Azure – possibly leaving less of a managed third party cloud opportunity. Does Google really want to take on elements of being a service provider? Is it profitable and does that fit in its resources and DNA? A stretch to imagine at this point, but definitely reflects the new thinking at Google as it attempts to get moving in cloud. Unless there are a lot of automated tools involved, this approach could be fraught with potential trouble spots.
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