In my experience, when dealing with vendors having an account manager can fix these kind of problems and prevent them.
Most places outsource their support to global teams don't have access. If you have an AM , in many places, they receive the same notice you receive, also they will personally send it and address it to you with a reminder. They also have a lot more sway as the sales side of every company has the power so they can get around all the process issues.
As the other commenter posted above, if you can have an account manager where you have critical services, it will provide you safety at the cost of a higher spend or minimum spending amounts.
Edit: Had about $1mm in GCP spend and couldn't open a ticket to get windows running properly. It took a week to find the AM and a day after he had it fixed.
Most places outsource their support to global teams don't have access. If you have an AM , in many places, they receive the same notice you receive, also they will personally send it and address it to you with a reminder. They also have a lot more sway as the sales side of every company has the power so they can get around all the process issues.
As the other commenter posted above, if you can have an account manager where you have critical services, it will provide you safety at the cost of a higher spend or minimum spending amounts.
Edit: Had about $1mm in GCP spend and couldn't open a ticket to get windows running properly. It took a week to find the AM and a day after he had it fixed.