> Look at the Railway GCP account ban situation. A literally billion dollar startup running on Google Cloud and Google just randomly snaps their fingers and deletes their account. Zero warning. No phone number to call. No account rep. Poof. Gone. It is actual insanity to me. A billion dollar customer gets the exact same automated middle finger as a low effort spam bot. Your B2B business is completely cooked if that is how you treat people. The enterprise cloud gravy train is right there and Google is standing on the tracks begging to get hit by the train.

If you've been around a while you know that at any business critical scale at all you establish a relationship with your cloud provider and get an account manager. When you do this, you have a number to call.

A billion dollar startup not doing this is a keen lesson for the CTO.

Yes, Google likely screwed up here, but being unprepared for account problems, having no established relationship with your provider is a critical mistake.

The article goes on to talk about Hetzner as an example: their pricing is great for individuals but they literally don't even offer account management relationships - even at scale they actively refuse them. There are equivalent stories of account terminations with Hetzner, which is also a key point: this isn't just a big business problem, at all.

Our team at work uses all three major public clouds and our Google Account Team is by far the worst of the three. Nothing like having to explain the same problem I’m having from the start again on every monthly cadence call because they don’t note anything or try to help resolve it

I would think that Railway certainly had an account manager, right? Did they say they didn’t have one?