Request support

This page describes the available resources and support options for Google Distributed Cloud (GDC) air-gapped appliance. GDC offers specific support services to meet specific customer needs. The two main support services that are provided include:

  1. Google Cloud support
  2. Google Public Sector (GPS) support

Google Cloud support

GDC technical support services are only available for customers who have purchased Enhanced or Premium support. Use the Google Cloud Support Portal to file and manage support cases for your organization. For more information on Google Cloud support, refer to Create a support case and visit the Support Hub.

Google Public Sector (GPS) support

Google Public Sector (GPS) support is provided by World Wide Technology (WWT) and Park Place. These support services are exclusively available to government organizations and agencies in the United States.

Create a WWT (Park Place) support account

Follow these instructions to request support for GDC:

Register to the Central Park customer portal

You will receive an onboarding email from do-not-reply@parkplace.com with a registration link. If you don't receive the email, reach out to kim.werth@wwt.com to request the link.

Okta multifactor authentication setup

Account security is enhanced with the addition of Okta Multifactor Authentication (MFA).

  1. Choose one or more multi-factor authentication methods.

  2. For enhanced security, choose at least two of the three authentication methods during the initial registration process. This multi-factor authentication setup is a one-time requirement and is needed for subsequent logins.

    1. Okta verify

      1. Open the Okta Verify App on your mobile device.
      2. Click Add Account. If you have Android, click the + sign.
      3. Use your mobile device to scan the QR code displayed on your phone screen. Don't scan the barcode. Successful setup of Okta Verify is indicated by a green check mark on the QR code.

    2. SMS authentication

      1. Type in your mobile phone number to receive a numerical code through SMS text message.
      2. A six-digit code is sent to your mobile device. When you receive it, type the code in the blank space and click Verify to set up SMS text messages.

    3. Voice call authentication

      1. Type in your phone number to receive a phone call to authenticate.
      2. When you receive a phone call, type the code in the blank space and click Verify to set up Okta Verify.
      3. You will receive a confirmation and a prompt to log into the Central Park portal.

Severity level definitions

  1. Severity 1 (SEV 1)

    • Situation where any system is down
    • Customer requesting immediate attention or escalation
    • Cannot meet SLA response criteria
    • The incidence response time is 15 minutes

  2. Severity 2 (SEV 2)

    • Default severity for all incoming service requests or scheduled onsite response with:
      • customer approval
      • required parts or equipment
      • technical resource
      • all other situations besides S1
    • The incidence response time is 2 hours.

  3. Severity 3 (SEV 3)

    • Monitoring situation or scheduled non-urgent onsite engagements (I.e.: PMs, audits, etc.) and spare request.
    • The incidence response time is next business day (NBD).

Open a ticket for Severity 1

For SEV1 issues, call 855-638-0604.

Open a ticket for Severity 2 or 3

  1. Preferred method: Central Park customer portal

  2. Secondary method: Phone Call 1-855-638-0604

  3. Least preferred method: Email - FederalTechnicalHelpDesk@exostargcc2.onmicrosoft.us

Before you begin

The following information is required when opening a ticket:

  1. Serial number or the asset tag number
  2. Equipment site address information
  3. Company name
  4. Contact name, phone number, and email address
  5. Part number of faulty part, if known at the time of ticket creation
  6. Model or detailed description of equipment
  7. Brief description of the problem type or any errors being displayed (if applicable)
  8. An understanding of how this incident is impacting the business

Escalation contacts

  1. Kim Werth

    • Strategic Program Manager
    • kim.werth@wwt.com
    • (810) 210-1465 (text or call)

  2. Luke Robinson

    • Customer Services Executive
    • luke.robinson@wwt.com
    • (910) 551-4806 (text before calling)

Other support features

  1. Live Chat

    1. Enables escalation to a Park Place Support Team member

    2. Enhanced chat bot feature provides answers to frequently asked questions

    3. 24/7 availability no matter your location

  2. PPT Tracker

    The PPT Tracker provides you with a status update in real-time, following the major milestones of the ticket lifecycle from ticket creation, ticket assignment, Field Engineer onsite service, parts tracking and finally when the issue is resolved. The PPT Tracker shows different milestones depending on the request type being an Onsite or Parts Only service request.

  3. PPTechMobile

    1. PPTechMobile empowers you to manage your data center hardware maintenance from virtually anywhere. Features include:

      1. Submit, edit and view incidents

      2. Monitor escalation processes

      3. Access all contract assets

    2. PPTechMobile lets you identify that you need support by using your phone's camera to scan the barcode. The app will decode the barcode and automatically populate the corresponding serial number in a ticket submission form. The app is available for download on both Android and iOS devices on the Google Play and Apple.

  4. BigQuery sharing

    In the BigQuery sharing, you can view parts analytics on all assets that are active on your account. Datapoints include:

    1. Ticket count
    2. Parts usage by OEM
    3. Product Type

    Use the map functionality to drill down by region or specific site.

  5. Mobile Application

    • Google Play
    • QR codes