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 Assured Workloads folders. However, to receive support from personnel that meet the security and compliance requirements for Assured Workloads, an Enhanced or Premium Support subscription must be active before creating a new case.

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 or your technical account manager (TAM).

When you create a support case for projects in Assured Workloads folders, your support case is routed to personnel that meet the security and compliance requirements of the folder's compliance program. This enhanced support capability is called Assured Support. Where applicable, these requirements include work locations, adjudication status, HR verification, data access controls, and more.

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.

Australian compliance programs

Australia Regions with Assured Support - Technical Support Services

Google Technical Support shall be provided by personnel located in 5 specific countries (United States, Canada, Australia, United Kingdom, and New Zealand). 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 compliance programs

Canada Regions and Support - Technical Support Services

Google Technical Support shall be provided by CAN personnel located in CAN. 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 Technical Support Services Guidelines.

EU compliance programs

EU Regions and Support - Technical Support Services

Google Technical Support shall be provided by EU personnel located in the EU. 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 Technical Support Services Guidelines.

Israel programs

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. 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 Technical Support Services Guidelines.

Japan programs

Japan Regions - Technical Support Services

Google Technical Support shall be provided by global support personnel. 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 or Japanese pursuant to Support language support and working hours. Additional Google Cloud Support Services are outlined in the Google Cloud Technical Support Services Guidelines.

US compliance programs

FedRAMP Moderate - Technical Support Services

Google Technical Support shall be provided by personnel screened in accordance with Google's System Security Plan. 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 Technical Support Services guidelines.

FedRAMP High - Technical Support Services

Google Technical Support shall be provided by personnel located in the US and screened in accordance with Google's System Security Plan. 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 Technical Support Services Guidelines.

US Regions and Support - Technical Support Services

Google Technical Support shall be provided by US Persons located in the US. 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.

IL2 - Technical Support Services

Google Technical Support shall be provided by US Persons located in the US and screened in accordance with Google's System Security Plan. 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 Technical Support Services guidelines.

IL4 - Technical Support Services

Google Technical Support shall be provided by US Persons located in the US and screened in accordance with Google's System Security Plan. 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 Technical Support Services guidelines.

IL5 - Technical Support Services

Google Technical Support shall be provided by US Persons located in the US and screened in accordance with Google's System Security Plan. 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 Technical Support Services guidelines.

ITAR - Technical Support Services

Google Technical Support shall be provided by US Persons located in the US and screened in accordance with Google's System Security Plan. 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 Technical Support Services guidelines.

CJIS - Technical Support Services

Google Technical Support shall be provided by US Persons located in the US and screened in accordance with Google's System Security Plan. 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 Technical Support Services Guidelines.

What's next