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I think Salesforce may have started this trend - it's capitalising on "Google it" being a level of support, and everything above that being chargeable.
So "Free support from a crappy offshore company that knows nothing" is now generally rebranded as "Premium support" and costs thousands a year, and "Google it or ask on forums" is now rebranded as "free community support".
I mean, it's a royal PITA and a colossal rip-off, but I've got to hand it to the marketing guys - I wouldn't have thought of that in a million years 🤷♂️
Found this in our codebase, apparently one of my co-workers had written this
ME: *runs a load test for the umpteenth time*
RDS DB: *is slow af: HI contentions*
ME: "dear AWS support, I see the RDS has troubles writing to disk as THIS db exhibits 10x higher W latencies than THAT OTHER db we have. Both are identical, apps are identical."
AWS: "Hello, I hope you have a good day. After the investigation that took us almost 2 weeks, we can confirm that there are 10x higher IO latencies to disks: [CloudWatch link]. We also see a high load average during your tests.
We recommend investigating the high load average and tuning your queries along with the database.
I hope this helps, good day."
ME: *are you seriously calling this PREMIUM support package....?*
rant
can i please hit you in the face?
!support
aws
let me show you how it's done
support
wtf