Customer Care portfolio
Benefits
We bring expertise from a wide set of Google Cloud
technologies and partners to deliver an integrated
experience to you.
Core offerings, each providing a more advanced level of
support, and Value Add Services to make our solutions
even more flexible to your needs.
An ongoing partnership model, with proactive and
collaborative approaches to provide predictive
solutions. Ready to help your cloud journey.
Customer Care offerings
Compare features and services to find the offering that best suits your needs.
Basic Support
Billing and payments support. Available in several regions and languages.
features
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Included with your Google Cloud subscription
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Case, phone, and chat support for billing issues only
Get started
Standard Support
Kickstart your cloud journey with unlimited access to technical support to help you troubleshoot, test, and explore.
features
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$29 per month + 3% net spend
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Unlimited access to support
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P2 cases: four-hour initial response time
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Case, phone, and chat for billing support
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Case support for technical issues
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8/5 response for high-impact issues
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Active Assist Recommender API
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Support language available: English
Get started
Enhanced Support
50% discount from Sept 1-Dec 31, 2021
Optimize your cloud experience with high-quality, robust support. Fast response times and additional services to run your cloud, boosting productivity and efficiency. Learn more
Features
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50% discount from Sept 1-Dec 31, 2021
$500 per month + 3% net spend
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Unlimited access to support
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P1 cases: one-hour initial response time
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Case, phone, and chat for billing support
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Case and phone support for technical issues
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24/7 response for high & critical-impact issues
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Active Assist Recommender API
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Technical support escalations
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Access to purchase Technical Account Advisor Service
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Access to purchase Assured Support
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Support languages available: English, Japanese, Mandarin Chinese, and Korean
Get started
Premium Support
Support for critical workloads with Customer Awareness and a named TAM. Premium Support provides proactive engagement and increased operational efficiencies. Learn more
Features
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Unlimited access to support
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P1 cases: 15-minute initial response time
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Case, phone, and chat for billing support
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Case and phone support for technical issues
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24/7 response for high & critical-impact issues
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Active Assist Recommender API
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Technical support escalations
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Technical Account Manager
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Customer Aware Support
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Operational Health Reviews
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Event management service
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New Product previews
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Training credits
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Access to purchase Mission Critical Services
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Access to purchase Assured Support
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Support languages available: English, Japanese, Mandarin Chinese, and Korean
Get started
Ready to get started? Sign up for Standard, Enhanced or Premium Support.
Visit our Managed Service Providers and learn about Partner-led Premium Support.
Value Add Services
Expand your Enhanced or Premium Support offerings with Value Add Services. Available for additional purchase:
Technical Account Advisor Service
TAAS helps your business to get the most out of your Google Cloud investment by providing enhanced oversight of your cloud experience, combining proactive guidance with regular service reviews and escalation support for issues critical to your business.
Exclusive to Enhanced Support customers.
Assured Support
When governance-ready capabilities are paramount, Assured Support helps you reach compliance objectives while meeting operational demands. Restrict support services to specific geographical locations and personnel conditions. Helping meet compliance requirements such as FedRAMP High, IL4, and CJIS without compromising on the level of support. Available for Enhanced and Premium Support customers.
Mission Critical Services
Maximize reliability of your mission critical environments, where the consequences of service disruption can be catastrophic. Your environment goes through a journey to operate in Google's own production services standard. Get the fastest possible impact mitigation response, and drive outage prevention through continuous improvement.
Exclusive to Premium Support customers.
“The event management service has been invaluable, with white glove planning and Google engineers assistance during the event. This New Year's Eve was the smoothest yet, in large part thanks to Cloud Support.”
Between Sep. 1, 2021 - Dec. 31, 2021 you will receive a 50% discount making your Enhanced Support effective rate US$250 + 1.5% of Google Cloud consumption per month. After December 31, 2021, the 50% discount will end and your Enhanced Support costs will return to list price: US$500 + 3% of Google Cloud consumption per month.
Learn more about Cloud Customer Care
Visit the Google Cloud Technical Support Services Guidelines (TSSG)
Learn more about GCP Support languages availability and working hours for English, Japanese, Mandarin Chinese, and Korean.
