Partner-led Enhanced Support
Partner-led Enhanced Support is designed specifically for partners delivering support services, enabling them with the ability to file technical support cases to Google Cloud Support on behalf of their resold customers. This offering combines partner expertise on Google Cloud to triage and troubleshoot customer issues backed by Google Cloud Support, ensuring rapid resolutions on platform-related issues.
Benefits
Partner-led Enhanced Support offers partners exclusive benefits, including:
- Expanding their service portfolio and diversifying revenue streams by incorporating new support offerings
- Access to Google Cloud Support resources, enabling partners to provide high-quality, effective support to their customers, even for complex matters
- The option to purchase Partner Operations Manager Services, focusing on empowering the partner's support organization to deliver exceptional services (paid add-on)
Key Partner-led Enhanced Support features
- 24/7/365, 1-hour initial response time SLO for business-critical issues to subscribed partners, on behalf of their enrolled customers
- Third-party technology support
Support models
By choosing the right support model, partners can ensure that they have the resources they need to be successful and get the most out of support.
Partner-led Support
Customers receive support from their trusted partner enrolled in Partner-led Support. Partners triage and troubleshoot customer requests and file support cases, on behalf of their resold customers, to Google Cloud Support for platform-related issues.
Google-led Support
Customers receive support directly from Google Cloud Support when resold Standard, Enhanced, or Premium Support by their trusted partner.
Partner Operations Manager Service (paid add-on)
Partner Operations Manager (paid add-on)
- Partners can opt for Partner Operations Manager Services, supported by a named Partner Operations Manager focused on enabling the partners’ support delivery
Partner Operation Management Service
- Operational health reviews and frequent touchpoints to enable the partners’ support organization to resolve customer cases faster
- Additional support-focused resources available to the partner to help resolve customer issues
- Premium-level benefits backed by Google Cloud Support and delivered by enrolled partners, like Event Awareness Service for end-customer events, launches, and migrations
Partner Technical Support operational guidance and enablement
- Partner technical support onboarding
- Partner technical support troubleshooting-based training and enablement
- Partner technical support office hours
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