Getting support

Get a Cloud Customer Care offering

Google Cloud offers specific support services to meet specific customer needs, such as 24/7 coverage, multi-channel support, and access to subject-matter experts.

A support subscription is not required to create and use Assured Workloads folders. However, to receive support from personnel that meet your control package's requirements, you must have an active Enhanced Support or Premium Support subscription. An Enhanced Support subscription is available for purchase directly in the Google Cloud console. See Purchasing and setting up Enhanced Support for more information. To purchase Premium Support, contact sales.

When you create a support case for projects in Assured Workloads folders with an active Enhanced Support or Premium Support subscription, your support case is routed to personnel that, where applicable, meet requirements for work location, adjudication status, HR verification, data access controls, and more. These requirements are determined by the control package your Assured Workloads folder has been configured for. For select control packages, this includes Assured Support.

For FedRAMP Moderate and regional control packages that don't include support, the support personnel handling your case are not restricted to a particular work location or adjudication status. This applies regardless of whether or not you have an active Enhanced Support or Premium Support subscription.

If you have Standard Support and you create a new case, the support personnel handling your case are not restricted to a particular work location or adjudication status, regardless of the control package your Assured Workloads folder has been configured for. For example, if your Assured Workloads folder is configured for the US Regions and Support control package, the support personnel handling your case are not limited to only US Persons located in the US.

If you have Basic Support, you cannot create support cases for Assured Workloads.

See the following sections for details:

Open a support case

Assured Workloads technical support services are only available for customers who have purchased Assured Support. 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 case, see Support Procedures. You are responsible for ensuring that sensitive information is not shared within your Support case.

Regional controls support

Control package Support description
Australia Regions with Assured Support Google Technical Support shall be provided by personnel located in 5 specific countries (United States, Canada, Australia, United Kingdom, and New Zealand), regardless of whether support is provided by Google or a Subprocessor. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.
Canada Regions and Support Google Technical Support shall be provided by Canadian personnel located in Canada, regardless of whether support is provided by Google or a Subprocessor. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.
EU Regions and Support Google Technical Support shall be provided by EU personnel located in the EU, regardless of whether support is provided by Google or a Subprocessor.. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.
Israel Regions and Support Google Technical Support shall be provided by security-cleared Israeli Personnel located in Israel or security-cleared US Persons located in the US, screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a Subprocessor. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in Hebrew or English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.
US Regions and Support Google Technical Support shall be provided by US Persons located in the US, regardless of whether support is provided by Google or a Subprocessor. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.

Sovereign controls support

Control package Support description
Sovereign Controls for EU Google Technical Support shall be provided by EU personnel located in the EU, regardless of whether support is provided by Google or a Subprocessor. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.
Sovereign Controls for Kingdom of Saudi Arabia (KSA) Google Technical Support shall be provided by personnel screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a Subprocessor. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.

Regulatory controls support

Control package Support description
Criminal Justice Information Systems (CJIS) Google Technical Support shall be provided by US Persons located in the US and screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a Subprocessor. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.
FedRAMP High Google Technical Support shall be provided by personnel located in the US and screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a Subprocessor. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.
FedRAMP Moderate Google Technical Support shall be provided by personnel screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a Subprocessor. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.
Healthcare and Life Sciences Controls with US Support Google Technical Support shall be provided by US Persons located in the US and screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a Subprocessor. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.
Impact Level 2 (IL2) Google Technical Support shall be provided by US Persons located in the US and screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a Subprocessor. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.
Impact Level 4 (IL4) Google Technical Support shall be provided by US Persons located in the US and screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a Subprocessor. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.
Impact Level 4 (IL5) Google Technical Support shall be provided by US Persons located in the US and screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a Subprocessor. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.
International Traffic in Arms Regulations (ITAR) Google Technical Support shall be provided by US Persons located in the US and screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a Subprocessor. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.
IRS Publication 1075 Google Technical Support shall be provided by US Persons located in the US who have completed fingerprint-based CJIS background checks, state-level law enforcement checks, and citizenship verification, regardless of whether support is provided by Google or a Subprocessor. All requests for technical support services by the customer must be submitted through 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 folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines.

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