Cloud Customer Care에서는 일반적인 방법 안내, 권장사항, 문제 해결, 운영 지식을 이용할 수 있는 지원 패키지를 제공합니다.
베이직 지원 패키지는 모든 Google Cloud 고객에게 제공되며 무료 청구 및 결제 지원이 포함됩니다. 다른 지원 패키지는 구매해야 하며 서비스 중단 및 결함, 예기치 않은 제품 동작, 제품 사용 질문, 결제 문제, 기능 요청에 대해 무제한 1:1 기술 지원을 제공합니다.
지원 서비스 확인
Google Cloud에 대해 이용 중인 기존 Customer Care 지원 수준을 확인할 수 있습니다.
커뮤니티 지원: 문제에 대한 답변을 찾거나 문제를 해결하는 데 도움이 되는 커뮤니티 토론 그룹 및 메일링 리스트 링크를 제공합니다.
기타 문의의 경우 지원 패키지를 구매하고 지원 케이스를 만들어야 합니다. 지원 케이스는Google Cloud 계정, 프로젝트 또는 결제 문제와 관련된 기술 지원 또는 도움 요청을 말합니다.
가장 유용한 지원을 받고 Customer Care팀과 효과적으로 소통하려면 Google Cloud 콘솔에서 지원 케이스를 만들고 관리할 때 특정 권장사항을 따라야 합니다. 자세하고 구체적인 지원 케이스를 작성하고 올바른 우선순위를 설정하면 고객 관리팀이 더 빠르고 효율적으로 응답하기가 쉽습니다.
[[["이해하기 쉬움","easyToUnderstand","thumb-up"],["문제가 해결됨","solvedMyProblem","thumb-up"],["기타","otherUp","thumb-up"]],[["이해하기 어려움","hardToUnderstand","thumb-down"],["잘못된 정보 또는 샘플 코드","incorrectInformationOrSampleCode","thumb-down"],["필요한 정보/샘플이 없음","missingTheInformationSamplesINeed","thumb-down"],["번역 문제","translationIssue","thumb-down"],["기타","otherDown","thumb-down"]],["최종 업데이트: 2025-09-04(UTC)"],[],[],null,["# Getting support\n\nCloud Customer Care provides support packages that let you access general how-to\nadvice, best practice help, troubleshooting, and operational knowledge.\n\nThe Basic Support package is provided to all Google Cloud customers and includes\nfree billing and payments support. Other support packages require that you\npurchase them, and offer unlimited 1:1 technical support for outages and defects,\nunexpected product behavior, product usage questions, billing issues, and\nfeature requests.\n\nConfirm your support service\n----------------------------\n\nYou can confirm the existing level of Customer Care support you have for Google Cloud.\n\n1. In the Google Cloud console, go to the **Support** \\\u003e **Overview** page.\n\n [Go to Overview](https://console.cloud.google.com/support/overview)\n2. Using the resource selector on the console toolbar, select the organization or project for\n which you'd like to confirm your support level.\n\n3. Your support service is indicated in the **Support information** section. For example:\n\n `Your current Customer Care service: Premium`\n\nChoose your support service\n---------------------------\n\nYou can [compare Customer Care support packages](/support#compare-features)\nand choose the service that's right for your organization:\n\n- **Basic Support** is included for all Google Cloud customers and provides access to documentation, community support, Cloud Billing support, and Active Assist recommendations. You can also request support for technical questions about projects within your organization.\n- **Standard Support** is recommended for small to medium organizations with workloads under development looking to begin their support journey. With Standard Support, you have access to the Cloud Support API, Active Assist recommendations, and receive 4-hour response times for Priority 2 (P2) cases.\n- **Enhanced Support** offers faster response times and additional services designed for medium to large companies running their cloud workloads in production. With Enhanced Support, you have access to intelligent services, such as the Cloud Support API, Third-Party Technology Support, and Recommender.\n- **Premium Support** is designed for enterprises that run priority workloads and require fast response times, platform stability, and increased operational efficiencies. You also have Customer Aware Support and are assigned a Technical Account Manager.\n\nOptionally, you can increase your capabilities with Value-Add Services that are\navailable as an additional purchase for Enhanced Support and Premium Support\ncustomers. For example, you can purchase elevated levels of technical support or\nincreased oversight and assistance from experts who are invested in your\norganization's success.\n\nFor more information, see\n[Get support with Cloud Customer Care](/support/docs/overview).\n\nOnboard to Customer Care\n------------------------\n\nAfter purchasing a Customer Care support package, make sure that you\nunderstand your package, and any additional Value-Add Services, so that you can\nfully benefit from the included features.\n\nYou should also complete certain procedures including setting up the\nGoogle Cloud project environment, configuring access control, and optionally using\nservices that automate and optimize your performance across Google Cloud.\n\nFor more information, see\n[Onboard to Cloud Customer Care](/support/docs/checklists/onboard-customer-care).\n\nContact Customer Care and get help\n----------------------------------\n\nAll users can contact Customer Care with questions about Cloud Billing. You can\nalso request support for technical questions about projects within your organization.\n\n1. In the Google Cloud console, go to the **Support** \\\u003e **Overview** page.\n\n [Go to Overview](https://console.cloud.google.com/support/overview)\n2. Using the resource selector on the console toolbar, select the project for which you'd like support.\n3. In the navigation menu, select your preferred communication channel:\n - **Billing support**: gives you access to a live chat for billing support\n - **Phone support**: provides a phone number that you can call to receive assistance in supported languages\n - **Community support**: provides links to community discussion groups and mailing lists that can help you find answers or troubleshoot problems\n\nOther inquiries require purchasing a support package and creating a support\ncase. A support case is a request for technical assistance or help with a\nGoogle Cloud account, project, or billing issue.\n\nTo have the most beneficial support experience and to effectively engage with\nCustomer Care teams, you should follow certain best practices when\ncreating and managing support cases in the Google Cloud console. Writing a\ndetailed and specific support case, and setting the correct priority, makes it\neasier for the Customer Care team to respond to you quickly and\nefficiently.\n\nFor more information, see\n[Create and manage support cases](/support/docs/customer-care-procedures) and\n[Best practices for working with Customer Care](/support/docs/best-practices)."]]
