Getting support

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 Account Manager. For more information, see Cloud Customer Care.

If you have a support package and need support for a distributed denial-of-service (DDoS) attack, you must be eligible for DDoS response support. The following sections describe how to request a DDoS posture review and how to get support for a DDoS case.

Request a DDoS posture review

To request a DDoS posture review, complete the following steps:

In the Google Cloud console, go to the Support page.

Go to Support
Select the project for which you would like to open a DDoS Response case.
Select Cases.
Click Create Case.
See the following table, then complete the required fields and submit the form. The table provides a template to help facilitate DDoS support cases. For each topic in the Topic column, provide the information as described in the Information column:

Topic	Information
Case title	Google Cloud Armor DDoS posture review
Case priority	P4
Organization name	The name of your organization
Organization ID	The ID number of your organization
Critical projects	The names and project IDs of the projects that you want the support team to review

Get support for a DDoS case

To open a DDoS response case, complete the following steps:

In the Google Cloud console, go to the Support page.

Go to Support
Select the project for which you would like to open a DDoS Response case.
Select Cases.
Click Create Case.
See the following table, then complete the required fields and submit the form. The table provides a template to help facilitate DDoS support cases. For each topic in the Topic column, provide the information as described in the Information column:

Topic	Information
Case title	DDoS attack on `FrontEndResourceName`
Case priority	One of the following: P1 for an active DDoS attack P2 for any urgent proactive support P3 for non-urgent proactive or post-attack support
Case summary	Provide a short summary of the active or expected attack. The information that you provide helps us respond more quickly and comprehensively. Highlight the following key areas: Is your service running in a degraded state, or is it completely unusable? Has the attack had an impact on internal resources or only frontend access? If there is an impact on internal resources, what types of resources are affected?
Project ID	The project name under attack
Project number	The project number under attack
Type of resource under attack	One of the following: Application Load Balancer Classic Application Load Balancer External passthrough Network Load Balancer VM + external IP address
Resource information: Forwarding rule name Frontend IP address	The name of the forwarding rule under attack The external IP address of the resource under attack


Attack information: Attack state Attack start time Attack end time Current attack QPS	Future, active, intermittent, or stopped As accurate as possible, ideally in Pacific or UTC As accurate as possible, ideally in Pacific or UTC As accurate as possible, in thousands of queries per second




Service information (optional, but more information is better)
Peak attack QPS	As accurate as possible, in thousands of queries per second
Normal QPS (approximate)	As accurate as possible, in thousands of queries per second
Normal bandwidth (approximate)	As accurate as possible, in Mb/Gb/Tb per second
Normal latency (approximate)	As accurate as possible, in milliseconds
Current latency	As accurate as possible, in milliseconds
Baseline and current backend resource utilization	Resource utilization information for any relevant internal services, such as: CPU Memory Disk Database latency or other performance metrics

Get support from the community

Ask a question on Stack Overflow

Ask a question about Google Cloud Armor on Stack Overflow. Use the tag google-cloud-armor for questions about Google Cloud Armor. This tag not only receives responses from the Stack Overflow community, but also from Google engineers, who monitor the tag and offer unofficial support.

Discuss Google Cloud Armor

Visit the Google Cloud Slack community to discuss Google Cloud Armor and other Google Cloud products. If you haven't already joined, use this form to sign up.

File bugs or feature requests

From the Google Cloud Armor documentation, click Send feedback near the top right of the page or at the bottom of the page. This opens a feedback form. Your comments are reviewed by the Google Cloud Armor team.