Cloud Support API: Building a "red button" for creating critical cases
The Cymbal Group is a happy (and fictional) GCP premium support customer. They enjoy the benefits of being a premium support customer - access to a dedicated Technical Account Manager (TAM), 15 minute response time for P1 Technical support cases, 24 hours a day, 7 days a week, and now - access to the Cloud Support API.
Folks at Cymbal realize that when it comes to urgent situations, every second counts. Previously, the Cymbal Group team spent time finding the correct team members that have access to file cases as well as filling out several boilerplate form entries before the support case was created. Every extra minute it took to reach out to support, Cymbal knew that more and more of their customers would be impacted.
To fix this they wanted to create a “red button” or “break-glass” case creation tool in these urgent situations, specifically to file top priority...
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