Benefits
Partner-led Premium Support provides partners with premium-level benefits that include:
- 24/7/365, 15-minute initial response time SLO for business-critical issues to subscribed partners, on behalf of their enrolled customers.
- Access to Partner Operations Management Services, supported by a named Partner Operations Manager focused on enabling the partners’ support delivery organization.
- Proactive operational health reviews.
Key Support features
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
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.
Take the next step
Work with a trusted partner enrolled in Partner-led Premium Support.
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