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Halaman ini menjelaskan resource yang tersedia dan opsi dukungan untuk perangkat dengan air gap Google Distributed Cloud (GDC). GDC menawarkan layanan dukungan khusus untuk memenuhi kebutuhan pelanggan tertentu. Dua layanan dukungan utama yang disediakan meliputi:
Layanan dukungan teknis GDC hanya tersedia untuk pelanggan yang telah membeli dukungan Enhanced atau Premium. Gunakan Portal Dukungan Google Cloud untuk mengajukan dan mengelola kasus dukungan bagi organisasi Anda. Untuk mengetahui informasi selengkapnya tentang Google Cloud dukungan, lihat Membuat kasus dukungan dan buka Pusat Dukungan.
Dukungan Google Public Sector (GPS)
Dukungan Google Public Sector (GPS) disediakan oleh World Wide Technology (WWT) dan Park Place. Layanan dukungan ini hanya tersedia untuk organisasi dan lembaga pemerintah di Amerika Serikat.
Membuat akun dukungan WWT (Park Place)
Ikuti petunjuk berikut untuk meminta dukungan terkait GDC:
Mendaftar ke portal pelanggan Central Park
Anda akan menerima email aktivasi dari do-not-reply@parkplace.com yang berisi link pendaftaran. Jika Anda tidak menerima email, hubungi kim.werth@wwt.com untuk meminta link.
Penyiapan autentikasi multifaktor Okta
Keamanan akun ditingkatkan dengan penambahan Autentikasi Multi-Faktor (MFA) Okta.
Pilih satu atau beberapa metode autentikasi multi-faktor.
Untuk meningkatkan keamanan, pilih minimal dua dari tiga metode autentikasi selama proses pendaftaran awal. Penyiapan autentikasi multi-faktor ini adalah persyaratan satu kali dan diperlukan untuk login berikutnya.
Verifikasi Okta
Buka Aplikasi Okta Verify di perangkat seluler Anda.
Klik Tambahkan Akun. Jika Anda memiliki Android, klik tanda +.
Gunakan perangkat seluler Anda untuk memindai kode QR yang ditampilkan di layar ponsel Anda. Jangan memindai kode batang. Penyiapan Okta Verify yang berhasil ditunjukkan dengan tanda centang hijau pada kode QR.
Autentikasi SMS
Ketik nomor ponsel Anda untuk menerima kode angka melalui pesan teks SMS.
Kode enam digit akan dikirim ke perangkat seluler Anda. Saat Anda menerimanya, ketik kode di ruang kosong, lalu klik Verifikasi untuk menyiapkan pesan teks SMS.
Autentikasi panggilan suara
Masukkan nomor telepon Anda untuk menerima panggilan telepon guna melakukan autentikasi.
Saat Anda menerima panggilan telepon, ketik kode di ruang kosong, lalu klik Verifikasi untuk menyiapkan Okta Verify.
Anda akan menerima konfirmasi dan perintah untuk login ke portal Central Park.
Definisi tingkat keparahan
Tingkat Keparahan 1 (SEV 1)
Situasi saat sistem apa pun mengalami gangguan
Pelanggan meminta perhatian atau eskalasi segera
Tidak dapat memenuhi kriteria respons SLA
Waktu respons insiden adalah 15 menit
Tingkat Keparahan 2 (SEV 2)
Tingkat keparahan default untuk semua permintaan layanan masuk atau respons di lokasi terjadwal dengan:
persetujuan pelanggan
suku cadang atau peralatan yang diperlukan
referensi teknis
semua situasi lainnya selain S1
Waktu respons insiden adalah 2 jam.
Tingkat Keparahan 3 (SEV 3)
Memantau situasi atau janji temu di lokasi yang tidak mendesak dan terjadwal (yaitu: PM, audit, dll.) dan permintaan suku cadang.
Waktu respons insiden adalah hari kerja berikutnya (NBD).
Membuka tiket untuk Tingkat Keseriusan 1
Untuk masalah SEV1, hubungi 855-638-0604.
Membuka tiket untuk Tingkat Keseriusan 2 atau 3
Metode pilihan: Portal pelanggan Central Park
Metode sekunder: Panggilan Telepon 1-855-638-0604
Metode yang paling tidak disukai: Email - FederalTechnicalHelpDesk@exostargcc2.onmicrosoft.us
Sebelum memulai
Informasi berikut diperlukan saat membuka tiket:
Nomor seri atau nomor tag aset
Informasi alamat lokasi peralatan
Nama perusahaan
Nama kontak, nomor telepon, dan alamat email
Nomor komponen yang rusak, jika diketahui pada saat pembuatan tiket
Model atau deskripsi mendetail peralatan
Deskripsi singkat jenis masalah atau error yang ditampilkan (jika ada)
Pemahaman tentang dampak insiden ini terhadap bisnis
Kontak eskalasi
Kim Werth
Strategic Program Manager
kim.werth@wwt.com
(810) 210-1465 (kirim SMS atau telepon)
Luke Robinson
Eksekutif Layanan Pelanggan
luke.robinson@wwt.com
(910) 551-4806 (kirim SMS sebelum menelepon)
Fitur dukungan lainnya
Live Chat
Memungkinkan eskalasi ke anggota Tim Dukungan Park Place
Fitur bot chat yang ditingkatkan memberikan jawaban atas pertanyaan umum (FAQ)
Tersedia 24/7 di mana pun lokasi Anda
Pelacak PPT
PPT Tracker memberikan update status secara real-time, mengikuti tonggak penting siklus proses tiket mulai dari pembuatan tiket, penetapan tiket, layanan di lokasi oleh Teknisi Lapangan, pelacakan suku cadang, dan akhirnya saat masalah diselesaikan. Pelacak PPT menampilkan berbagai tonggak pencapaian, bergantung pada jenis permintaan, yaitu permintaan layanan di Tempat atau Khusus Suku Cadang.
PPTechMobile
PPTechMobile memungkinkan Anda mengelola pemeliharaan hardware pusat data dari mana saja. Fiturnya meliputi:
Mengirim, mengedit, dan melihat insiden
Memantau proses eskalasi
Mengakses semua aset kontrak
PPTechMobile memungkinkan Anda mengidentifikasi bahwa Anda memerlukan dukungan dengan menggunakan kamera ponsel Anda untuk memindai kode batang. Aplikasi akan mendekode kode batang dan otomatis mengisi nomor seri yang sesuai dalam formulir pengiriman tiket. Aplikasi ini tersedia untuk didownload di perangkat Android dan iOS di Google Play dan Apple.
Berbagi BigQuery
Di BigQuery sharing, Anda dapat melihat analisis bagian pada semua aset yang aktif di akun Anda. Titik data mencakup:
Jumlah tiket
Penggunaan suku cadang oleh OEM
Tipe Produk
Gunakan fungsi peta untuk melihat perincian menurut wilayah atau situs tertentu.
[[["Mudah dipahami","easyToUnderstand","thumb-up"],["Memecahkan masalah saya","solvedMyProblem","thumb-up"],["Lainnya","otherUp","thumb-up"]],[["Sulit dipahami","hardToUnderstand","thumb-down"],["Informasi atau kode contoh salah","incorrectInformationOrSampleCode","thumb-down"],["Informasi/contoh yang saya butuhkan tidak ada","missingTheInformationSamplesINeed","thumb-down"],["Masalah terjemahan","translationIssue","thumb-down"],["Lainnya","otherDown","thumb-down"]],["Terakhir diperbarui pada 2025-09-04 UTC."],[[["\u003cp\u003eGoogle Distributed Cloud (GDC) air-gapped appliance offers support services including 24/7 coverage, multi-channel support, and access to experts.\u003c/p\u003e\n"],["\u003cp\u003eAssured Support for GDC air-gapped enables customers to create controlled environments with enforced regional data location and personnel-access controls.\u003c/p\u003e\n"],["\u003cp\u003ePremium or Enhanced Support is required to purchase Assured Workloads, which grants customers access to Assured Support.\u003c/p\u003e\n"],["\u003cp\u003eGDC air-gapped technical support is only available to customers who have purchased Assured Support, with cases needing to specify a relevant subcomponent.\u003c/p\u003e\n"],["\u003cp\u003eCustomers with Assured Support can choose where their sensitive data is stored and which Google personnel can access their workload based on specific geographical location and background checks.\u003c/p\u003e\n"]]],[],null,["# Request support\n\nThis 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:\n\n1. [Google Cloud support](#support)\n2. [Google Public Sector (GPS) support](#public-sector-support)\n\nGoogle Cloud support\n--------------------\n\nGDC technical support services are only available for customers who have purchased Enhanced or Premium support. Use the [Google Cloud Support Portal](https://support.cloud.google.com/portal/) to file and manage support cases for your organization. For more information on Google Cloud support, refer to [Create a support case](https://cloud.google.com/support/docs/customer-care-procedures#create_a_support_case) and visit the [Support Hub](https://cloud.google.com/support-hub).\n\nGoogle Public Sector (GPS) support\n----------------------------------\n\nGoogle 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.\n\n### Create a WWT (Park Place) support account\n\nFollow these instructions to request support for GDC:\n\n### Register to the Central Park customer portal\n\nYou 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.\n| **Note:** If you don't receive an email within 30 minutes, check your spam folder as it might have been filtered there or blocked. To ensure that you receive future requests, save this email address.\n\n### Okta multifactor authentication setup\n\nAccount security is enhanced with the addition of Okta Multifactor Authentication (MFA).\n\n1. Choose one or more multi-factor authentication methods.\n2. 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.\n\n 1. Okta verify\n\n 1. Open the Okta Verify App on your mobile device.\n 2. Click **Add Account** . If you have Android, click the **+** sign.\n 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.\n 2. SMS authentication\n\n 1. Type in your mobile phone number to receive a numerical code through SMS text message.\n 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.\n 3. Voice call authentication\n\n 1. Type in your phone number to receive a phone call to authenticate.\n 2. When you receive a phone call, type the code in the blank space and click **Verify** to set up Okta Verify.\n 3. You will receive a confirmation and a prompt to log into the Central Park portal.\n\n### Severity level definitions\n\n1. Severity 1 (SEV 1)\n\n - Situation where any system is down\n - Customer requesting immediate attention or escalation\n - Cannot meet SLA response criteria\n - The incidence response time is 15 minutes\n2. Severity 2 (SEV 2)\n\n - Default severity for all incoming service requests or scheduled onsite response with:\n - customer approval\n - required parts or equipment\n - technical resource\n - all other situations besides S1\n - The incidence response time is 2 hours.\n3. Severity 3 (SEV 3)\n\n - Monitoring situation or scheduled non-urgent onsite engagements (I.e.: PMs, audits, etc.) and spare request.\n - The incidence response time is next business day (NBD).\n\n#### Open a ticket for Severity 1\n\nFor SEV1 issues, call 855-638-0604.\n\n#### Open a ticket for Severity 2 or 3\n\n1. Preferred method: Central Park customer portal\n2. Secondary method: Phone Call 1-855-638-0604\n\n | **Note:** When submitting a ticket through a phone, place the support call from a location near the equipment in question whenever possible. Be sure to record your incident number to utilize when the updates are needed.\n3. Least preferred method: Email - FederalTechnicalHelpDesk@exostargcc2.onmicrosoft.us\n\n | **Note:** SLAs are not applicable when submitting through email.\n\n### Before you begin\n\nThe following information is required when opening a ticket:\n\n1. Serial number or the asset tag number\n2. Equipment site address information\n3. Company name\n4. Contact name, phone number, and email address\n5. Part number of faulty part, if known at the time of ticket creation\n6. Model or detailed description of equipment\n7. Brief description of the problem type or any errors being displayed (if applicable)\n8. An understanding of how this incident is impacting the business\n\n### Escalation contacts\n\n1. Kim Werth\n\n - Strategic Program Manager\n - kim.werth@wwt.com\n - (810) 210-1465 (text or call)\n2. Luke Robinson\n\n - Customer Services Executive\n - luke.robinson@wwt.com\n - (910) 551-4806 (text before calling)\n\nOther support features\n----------------------\n\n1. Live Chat\n\n 1. Enables escalation to a Park Place Support Team member\n\n 2. Enhanced chat bot feature provides answers to frequently asked questions\n\n 3. 24/7 availability no matter your location\n\n2. PPT Tracker\n\n 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.\n3. PPTechMobile\n\n 1. PPTechMobile empowers you to manage your data center hardware maintenance from virtually anywhere. Features include:\n\n 1. Submit, edit and view incidents\n\n 2. Monitor escalation processes\n\n 3. Access all contract assets\n\n 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.\n\n4. BigQuery sharing\n\n In the BigQuery sharing, you can view parts analytics on all assets that are active on your account. Datapoints include:\n 1. Ticket count\n 2. Parts usage by OEM\n 3. Product Type\n\n Use the map functionality to drill down by region or specific site.\n5. Mobile Application\n\n - Google Play\n - QR codes"]]
