Why cloud services should care about customer support
When you're offering infrastructure in the cloud - Cloud SaaS, PaaS, IaaS, or whatever you want to call it - one of the most helpful things you can do is offer amazing customer service. The basic reason for this is simple. Cloud computing is all about outsourcing critical infrastructure. Because it's oursourced, you're at the mercy of your cloud provider. Because it's critical infrastructure, it has to work, 100% of the time. If your email/servers/phones/storage/video/maps/payments go down, you're in trouble. In other words: cloud services are a black box, but a very important black box. If something goes wrong, what can you do?