"Now, we'll get 20 or 30 dupes of exactly the same issue at exactly the same moment. It creates a lot of friction for solving the first one," Rensin said. "If everybody storms the buffet at the same time, nobody gets fed."
One of the key benefits of the change is that customers won’t see their support bills spike in time with their usage of Google's cloud platform. Most customers will see their support bills go down as a result of the change, according to Rensin.
In his view, support is integral to Google's competitive stance in the public cloud market, where the company is facing down other titans, including Amazon Web Services and Microsoft Azure.
"If we want to win, we have to have the best technology — we just do — at the right price, but also we have to have a superior human relationship with people," Rensin said. "We have to be better, human-to-human, to deal with than the alternatives in the marketplace. That’s a must-have, or you can't win. So that's what we're going to go do."
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