Partner Support offerings

Optimize and streamline your support delivery with Google Cloud Partner Care. We provide scalable and flexible support services built with our partners' needs at the center.

With support enablement, training, and guidance backed by Google, partners can accelerate response times and deliver better-quality support to our joint customers through seamless integrated solutions. 

Choose the service that’s right for your organization.

  • Are you a Build Partner? Find out more about Technology Partner Premium Support here.
  • Are you a Qualified MSP Initiative Partner or Sovereign Partner? Find out more about Partner-led Premium Support here.
  • Are you a Sell Partner looking to deliver Support Services? Find out more about Partner-led Enhanced Support here.
  • If you are unsure about your partner status, click here.
Go to consoleContact sales

Technology Partner Premium Support

Partner-centric support service that provides Technology Partners with resources and tools they need to deliver higher-quality support to our joint customers. With Tech Partner Premium Support, Technology Partners receive comprehensive Google Cloud Support tailored to their needs, gain access to a named Google contact with in-depth partner operations knowledge, and receive fast, meaningful response for business critical (P1) cases.

Key features include:

  • Third-Party Technology Support
  • Unlimited access to Support
  • Operational Health Reviews

Support benefits Technology Partner Premium

Enables Build Partners to deliver premium-level response times to joint customers, with a team that is technically and programmatically enabled on the product.

Comprehensive cloud support offering, which is tailored to our Tech Partners that includes in-depth partner ecosystem knowledge and an understanding of our joint customer base.

Image shows two people looking at a globe together

Google resource that enables support delivery optimization through knowledge gap analysis, performance tracking, escalation management, and standardization of operational improvements.

Image shows a person looking at various graphs and pages with a magnifying glass

24/7 response for high- and critical-impact issues with a fast initial response (15 min for P1), on par to enterprise customers, allowing quick access to technical experts who understand your solution.

Image shows person sitting with a laptop and a clock

Partner-led Premium Support

Partner-led Premium Support is designed specifically for partners delivering support services by enabling qualified partners with the ability to open technical cases on behalf of their resold customers to Google Support when additional assistance is needed. Partners are able to deliver their own support offerings to customers, backed by Google Support Premium level response times. 

Our qualified partners are independently assessed on their technical and service delivery capabilities. They demonstrate an operational model delivering first-level support to resold customers via the partner’s support organization. Partners are expected to triage and troubleshoot customer technical issues, assist with architectural recommendations, and use Google Support as a backline support path to enable their technical support delivery if the customer issue is identified as a Google Cloud related issue.

Support benefits Partner-Led Premium

Enables managed services providers to deliver premium-level response times to joint customers.

Access to Partner Operation Management Services, including a Partner Operation Manager, aligned to the enrolled partner’s support organization resources.

Partner Technical Support office hours and Operational Health Reviews enable the partner’s support organization to resolve customer cases quickly and effectively.

Partner Technical Onboarding, including access to troubleshooting-based training and enablement, equips partners with the necessary skills and processes required to resolve customer issues.

Image shows two people holding a checkmark together, while standing on different shapes

Access to Premium-level benefits backed by Google and delivered by enrolled partners, such as access to P1 15-minute SLOs, Operational Health Reviews, and Event Awareness Service for end-customer events, launches, and migrations.

Image shows stages of onboarding with person carrying an idea, moving to security, and meetings

Partner-led Enhanced Support

Partner-led Enhanced Support is designed specifically for partners delivering support services by enabling qualified partners with the ability to open technical cases on behalf of their resold customers to Google Support when additional assistance is needed. Partners are able to deliver their own support offerings to customers, backed by Google Support Enhanced level response times. 

Partners are expected to triage and troubleshoot customer technical issues, assist with architectural recommendations, and use Google Support as a backline support path to enable their technical support delivery if the customer issue is identified as a Google Cloud related issue.

Support benefits Partner-Led Enhanced

Enables partners to deliver enhanced-level response times to joint customers.

Access to enhanced level benefits backed by Google and delivered by enrolled partners, such as access to P1 1-hour SLOs and Third-Party Technology Support.

Security shield icon beside four people working in an office

Partners can opt for a named Partner Operations Manager Services, supported by a named Partner Operations Manager focused on enabling the partners’ support delivery organization (available value-added service).

Two people standing with Google Cloud and security icons

Partner Operations Manager (POM) Service

Value-Add Service

Build and Service Partners with an existing support offering are provided with a named Google resource, a Partner Operations Manager (POM), who acts as a bridge between their organization and Google Cloud Support.

Support Benefits - Standalone POM

POMs provide enablement, training, and guidance for daily support operations, and share best practices tailored to partner needs.

Get Support delivery optimization and product troubleshooting best practices

Two people examining a structure together

Regular operational health reviews, management business reviews and operational training

One person with a magnifying glass examining charts

Your POM will maintain a meeting cadence, assistance with high business impact issues and event awareness service

Two people holding up a green check sign together

Feeling inspired? Let’s solve your challenges together.

Reach out to our teams to learn more about our support offerings.
Contact us
Become a Google Partner.
Join here

Take the next step

Start building on Google Cloud with $300 in free credits and 20+ always free products.

Get started
Google Cloud
send_spark
    DocsSupport
    • ‪English‬
    • ‪Deutsch‬
    • ‪Español‬
    • ‪Español (Latinoamérica)‬
    • ‪Français‬
    • ‪Indonesia‬
    • ‪Italiano‬
    • ‪Português (Brasil)‬
    • ‪简体中文‬
    • ‪繁體中文‬
    • ‪日本語‬
    • ‪한국어‬
    Console
    Sign in
    Start free
    Contact Us
    • Accelerate your digital transformation
    • Whether your business is early in its journey or well on its way to digital transformation, Google Cloud can help solve your toughest challenges.
    • Google Cloud products
    • Browse over 100 products. New customers get $300 in free credits to run, test, and deploy workloads. All customers can use 25+ products for free, up to monthly usage limits.
    • Save money with our transparent approach to pricing
    • Google Cloud's pay-as-you-go pricing offers automatic savings based on monthly usage and discounted rates for prepaid resources. Contact us today to get a quote.
    Google Cloud