All customers receive 50% off NOW through Dec 31, 2021, by selecting Enhanced Support. See offer details.  

Customer Care portfolio

Simplify and streamline your support experience with the Google Cloud Customer Care portfolio, a scalable and flexible set of offerings built with your needs at the center. Choose the offering that’s right for your organization, and further tailor it to fit your needs with additional Value Add Services. Enjoy an integrated and ongoing partnership.

Benefits

We bring expertise from a wide set of Google Cloud technologies and partners to deliver an integrated experience to you.

Core offerings, each providing a more advanced level of support, and Value Add Services to make our solutions even more flexible to your needs.

An ongoing partnership model, with proactive and collaborative approaches to provide predictive solutions. Ready to help your cloud journey.


Customer Care offerings

Compare features and services to find the offering that best suits your needs.

Basic Support

Billing and payments support. Available in several regions and languages.

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features


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    Included with your Google Cloud subscription

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    Case, phone, and chat support for billing issues only

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Standard Support

Kickstart your cloud journey with unlimited access to technical support to help you troubleshoot, test, and explore.

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features


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    $29 per month + 3% net spend

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    Unlimited access to support

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    P2 cases: four-hour response time

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    Case, phone, and chat for billing support

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    Case support for technical issues

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    8/5 response for high-impact issues

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    Active Assist Recommender API

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    Support language available: English

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Enhanced Support

50% discount from Sept 1-Dec 31, 2021

Optimize your cloud experience with high-quality, robust support. Fast response times and additional services to run your cloud, boosting productivity and efficiency. Learn more

Features


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    50% discount from Sept 1-Dec 31, 2021

    $500 per month + 3% net spend

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    Unlimited access to support

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    P1 cases: one-hour response time

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    Case, phone, and chat for billing support

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    Case and phone support for technical issues

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    24/7 response for high & critical-impact issues

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    Active Assist Recommender API

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    Technical support escalations

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    Cloud Support API

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    Third-Party Technology Support

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    Access to purchase Technical Account Advisor Service

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    Access to purchase Assured Support

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    Support languages available: English, Japanese, Mandarin Chinese, and Korean

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Premium Support

Support for critical workloads with Customer Awareness and a named TAM. Premium Support provides proactive engagement and increased operational efficiencies. Learn more

Features


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    Estimate cost or contact sales

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    Unlimited access to support

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    P1 cases: 15-minute response time

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    Case, phone, and chat for billing support

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    Case and phone support for technical issues

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    24/7 response for high & critical-impact issues

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    Active Assist Recommender API

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    Technical support escalations

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    Technical Account Manager

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    Customer Aware Support

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    Operational Health Reviews

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    Event management service

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    Cloud Support API

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    Third-Party technology support

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    New Product previews

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    Training credits

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    Access to purchase Mission Critical Services

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    Access to purchase Assured Support

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    Support languages available: English, Japanese, Mandarin Chinese, and Korean

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Ready to get started? Sign up for Standard, Enhanced or Premium Support.

Standard Support or Enhanced Support
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Premium Support
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Visit our Managed Service Providers and learn about Partner-led Premium Support.

Value Add Services

Expand your Enhanced or Premium Support offerings with Value Add Services. Available for additional purchase:

Technical Account Advisor Service

TAAS helps your business to get the most out of your Google Cloud investment by providing enhanced oversight of your cloud experience, combining proactive guidance with regular service reviews and escalation support for issues critical to your business.

Exclusive to Enhanced Support customers.

Assured Support

When governance-ready capabilities are paramount, Assured Support helps you reach compliance objectives while meeting operational demands. Restrict support services to specific geographical locations and personnel conditions. Helping meet compliance requirements such as FedRAMP High, IL4, and CJIS without compromising on the level of support. Available for Enhanced and Premium Support customers.

Mission Critical Services

Maximize reliability of your mission critical environments, where the consequences of service disruption can be catastrophic. Your environment goes through a journey to operate in Google's own production services standard. Get the fastest possible impact mitigation response, and drive outage prevention through continuous improvement.

Exclusive to Premium Support customers.

“The event management service has been invaluable, with white glove planning and Google engineers assistance during the event. This New Year's Eve was the smoothest yet, in large part thanks to Cloud Support.”

Karl D'Adamo, Senior Director of Engineering, Snapchat