We do have paid support tiers (<a href="https:&#x2F;&#x2F;cloud.google.com&#x2F;support&#x2F;" rel="nofollow">https:&#x2F;&#x2F;cloud.google.com&#x2F;support&#x2F;</a>) with explicit time-to-response targets. Which were you using?<p>Disclaimer: I work on GCE.