Get support

This page shows you how to get support for GKE on AWS.

Before contacting support

Before contacting support, you can try and resolve issues yourself. For tips on resolving common problems, see Troubleshoot common issues.

Get a Google support package

Google Cloud offers different support packages to meet different needs, such as 24/7 coverage, phone support, and access to a technical support manager. For more information, see Cloud Customer Care.

File bugs or feature requests

You can submit a product or documentation issue by using one of the following procedures:

  • GKE on AWS issues and feature requests: If you experience an issue with the product that you can't resolve, or you'd like to make a feature request, open a support case. The support team can then open a bug or feature request if required.
  • Documentation issues: From the GKE on AWS documentation, click Send feedback > Documentation feedback. This button opens a feedback form. The comments that you submit are reviewed by the GKE on AWS documentation team.

Billing questions

Use the following resources to get help with billing questions:

Version Support Policy

Support for GKE on AWS follows the GKE Support Policy. Google supports each GKE on AWS minor version for the later of:

  • 12 months after the initial release of the minor version.
  • The release of the third subsequent minor version.
For the most recent minor release dates for GKE Enterprise and the earliest end-of-life dates, see GKE Enterprise support period.

Shared responsibility model

Running a business-critical production application on GKE on AWS requires multiple parties to carry different responsponsibilities. Although they aren't an exhaustive list, the following sections list the roles and responsibilities of different parties.

Google's responsibilities

  • Maintain and distribute the GKE on AWS software package including Kubernetes, base images, the AWS integration features, the Ingress controller, the Connect agent, and the anthos-gke command line tool.

  • Continually scan components with the Artifact Analysis API and patch known vulnerabilities.

  • Maintain and distribute the management service, control plane, and node pool machine images, including regular patching and security fixes.

  • Notify users of available upgrades for GKE on AWS, and produce upgrade instructions for the previous version. GKE on AWS supports sequential upgrades only (1.2 → 1.3 → 1.4 only and not 1.2 → 1.4).

  • Provide Google Cloud integrations for Connect and Google Cloud Observability.

  • Troubleshoot, provide workarounds, and correct the root cause of any issues related to Google-provided components.

Customer's responsibilities

  • Provide overall system administration for GKE on AWS clusters. For example, configuring them to work within the corporate VPC environment.

  • Maintain your workloads, including your application code, build files, container images, data, RBAC/IAM allow policy, and containers and pods that you are running.

  • Operate and maintain the AWS environment, including networking configuration, and connectivity to Google Cloud.

  • Maintain support contracts with AWS.

  • Upgrade GKE on AWS to a supported version on a regular basis.

  • Monitor clusters and applications and respond to any incidents.

  • Ensure Logging and Monitoring agents are deployed to clusters. Without logs, support is available on a best-effort basis.

  • Provide Google with environmental details (for example, AWS VPC configuration) when requested for troubleshooting purposes.

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