[[["易于理解","easyToUnderstand","thumb-up"],["解决了我的问题","solvedMyProblem","thumb-up"],["其他","otherUp","thumb-up"]],[["很难理解","hardToUnderstand","thumb-down"],["信息或示例代码不正确","incorrectInformationOrSampleCode","thumb-down"],["没有我需要的信息/示例","missingTheInformationSamplesINeed","thumb-down"],["翻译问题","translationIssue","thumb-down"],["其他","otherDown","thumb-down"]],["最后更新时间 (UTC)：2025-09-04。"],[[["\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"]]
