Nah. With Google, the attitude of ad-supported extends to B2B. You can pay them a megabuck a year, and still get steamrolled by their AI having a random bug.
Do you have an example of paying customer giving Google >=$1m a year and still get steamrolled by AI without being able to get in touch with a human and correct the issue?
I had a very similar one in my career. It's a little bit more complex than that, though -- the value of us as a customer was >>$1 mil per year (Google had several dedicated engineers for the partnership), but it wasn't a flat-on paying customer relationship.
The failure happened in a different part of Google than the one managing the relationship. The people who wanted the partnership to succeed were in Google's cloud hosting business. The failure was in Youtube. It wasn't anything like a bad flag; just a straight-up bug (which caused us to move our videos to S3, and scramble to put together our own video player).
Yes, we could get in contact with a human. No, the problem couldn't be fixed. Yes, Google did ultimately lose >>$1 million/year in revenue in part as a result of this and other failures (to AWS).
