Monday, January 20, 2020

Google Cloud reveal premium support offering to further enterprise customers

Google Cloud continues to push its wares for an enterprise base with the launch of a premium support offering for enterprise and mission-critical requirements.

The service builds upon current offerings, of providing technical account managers and 15-minute SLOs (service level operations). Any companies with premium support will have their cases handled directly by the simplest of the simplest – or ‘context-aware experts’, for the jargon version. Context-aware, during this instance, means support staff who understand their customers’ peak events and can work before, during and after to make sure no issues.

Google also promises a case management API, which aims to specially integrate the seller and customer systems, while premium members also will get access to Google Cloud’s training library, also as a sneak peek at previews for key product launches.

“Premium Support has been designed to raised meet the requirements of our customers running modern cloud technology,” wrote Atul Nanda, vice chairman support at Google Cloud. “We’ve made investments to enhance the customer experience, with an updated support model that's proactive, unified, centred round the customer, and versatile to satisfy the differing needs of their businesses.”

It has been a busy start to the year for Google. the corporate unfurled its coldest storage package, Archive, generally availability last week, before taking the chance availed by retail show NRF to announce updates for retailers to urge on board with Google’s cloud. Kohl’s, Lowe’s and Wayfair are just three of the recently announced major retailers confirmed as Google Cloud customers.

Focusing on the enterprise space and build up the sales and marketing channels are the key priority for Thomas Kurian within the 12 months since he became Google Cloud CEO. Indeed, Kurian used his first major speaking slot last February to advocate the utilization of old-school sales tactics to woo the enterprise customers. The previous October, former product management lead Amir Hermelin delivered a valedictory post which argued his previous employer had missed the boat within the enterprise.

Since then, many of Google Cloud’s moves – or a minimum of the marketing messages behind them – have had the enterprise in mind. Take the storage growth plan announced in March for companies who spend $10,000 per month for a year, or the acquisitions of Looker and Elastifile, or security partnerships with Palo Alto and McAfee among others. The question for Google now's the way to convert these moves into deciding from the very best level at the world’s largest companies.

Premium Support is out there now with Google Cloud promising additional features and support plans throughout the year. you'll read the complete Google blog here.

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