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 support manager. Assured Workloads for Government customers are required to have Premium Support. For more information, see Google Cloud Support plans.

Open a support ticket

Assured Workloads Technical Support Services are only available for customers who have purchased Assured Workloads Support plans. For questions about the Assured Workloads product, open a support case specifying the subcomponent that is most relevant to your issue when you open a case.

Field Specification
Group Identity & Security
Component Assured Workloads
Sub Component Select the appropriate category for your issue

To open a support ticket, see Cloud Support Procedures.

FedRAMP Moderate Technical Support Services

Google first level support personnel will be screened in accordance with Google's System Security Plan. Additional Google Cloud Technical Support Services are outlined in the Google Cloud Technical Support Services Guidelines, with the following exceptions: The above Technical Support Services commitments can only be guaranteed when customers submit support requests via the "create case" option from within the Admin Console. Customers must include the project identifier (ID) in the project field, which corresponds to an Assured Workloads project. Support requests initiated by phone may be handled by Non-US Support persons and require a call back. Chat Support channel is not supported. Support is provided only in English.

US Regions and Support Technical Support Services

Google first level support personnel will be US Persons located in the US. Additional Google Cloud Technical Support Services are outlined in the Google Cloud Technical Support Services Guidelines, with the following exceptions: All requests for Technical Support Services by the Customer must be submitted via the "create case" option from within the Admin Console and, in the project field, include the project identifier (ID) that corresponds to an Assured Workloads project. Support requests initiated by phone may be handled by Non-US Support persons and require a call back. Chat Support channel is not supported. Support is provided only in English.

Technical Support Services for Preview platform controls

The Support Hours of Operation (as referred to in the Technical Support Services Guidelines) means 8:00 to 17:00 Pacific Time Zone, Monday to Friday, except for US holidays documented in the Google Cloud Support Center. Support requests must be submitted via the "create case" function within the admin console; phone and chat support channels are not supported.

Target initial response times will not apply to support requests, Customer's request may not be logged and processed until the Hours of Operation during the next business day. "Customer Content" means content provided to Google by Customer or End Users through the Assured Workloads services under your Cloud Billing account excluding resource identifiers, attributes, or other data labels.

This applies to IL4, CJIS, and FedRAMP High platform controls.