Public cloud providers are not new, but their interactions with enterprises are still in the early stages. Not long ago, few public cloud providers picked up the phone. Today, public cloud providers must respond to users. Moreover, as an enterprise that works with a public cloud, you must learn how to effectively communicate with cloud providers, on both sales and operational issues.
Keep in mind: For major IaaS providers — AWS, Google, Microsoft, IBM — cloud support is an emerging science. They are still in learning mode, especially the ones that have built a public cloud, such as IBM and Microsoft.