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Well, yes, because any place where you can escalate to a human, would be flooded with people trying to step around the whole automated edifice without ever first trying to engage with it.

> they've automated _everything_ to the point where it's impossible to escalate to a real person So we'd be paying the reseller - the invoices would be riding as accounts-receivable on the reseller's books, rather than on Google's!) (I know they do do it in some places - we use GCP, and apparently, to be able to switch from card-based billing to invoice-based billing, we're required to also switch from direct GCP support, to a support-contract with a GCP reseller. Maybe because they think it'd make them look like a dinosaur? Their focus on 'scaling services as much as possible using as few human support staff as possible' means this model is essentially perfect for them. I'm honestly not sure why Google doesn't push for this model.

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This was (and still is) the IBM model for B2B software and it was also the industry-standard model for game developers (interacting with the platform owner through a 'publisher' - essentially taking the role here of an integrator.) It's probably still the industry-standard model for musicians to engage with big record labels. And because the bigcorp only had a few such resellers as clients, each reseller would actually be able to get the bigcorp on the line. If you were having an issue with the bigcorp's product, you'd complain to the reseller, and then they'd complain to the bigcorp. Instead, as an ISV, you'd engage the services of an 'integrator' or 'reseller' - a smaller-scale but still-large entity that you'd have a support contract with - where the integrator would then have a support contract with the bigcorp. In the old days, bigcorps just wouldn't engage with ISVs directly at all.

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