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. For more information, see Google Cloud Support.

Contacting support

If you already have a support package, you can contact Google Cloud Support.

For Bare Metal Solution, file a support case for a problem or a change request. Correctly classifying your case as either a problem or a change request can help get your case resolved more quickly.

To get help with changing your environment, specify Change Request when you open a case. You can open change requests for things like rebooting or reimaging a machine, changing the network configuration, or requesting hardware changes in your environment.

To get help with a problem, specify the subcomponent that is most relevant to your issue when you open a case.

Field Specification
Group Compute
Component Bare Metal Solution
Subcomponent To make changes to your existing Bare Metal Solution environment, select Change Request
For any other issues, select a category as appropriate.

Scope of support for Bare Metal Solution

Google Cloud Support covers the following areas in Bare Metal Solution environments:

  • The bare-metal machines and attached storage
  • The network and interconnect
  • Physical and network security
  • The facilities

Service level agreements define initial response times for Google Cloud support according to the Google Cloud technical support services guidelines.

Google Cloud does not provide support for the operating system or your application software and databases that run in a Bare Metal Solution environment.