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Support Options

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Tools and expertise to help your business, products and services thrive on Google Cloud Platform.

Silver
Lowest-cost access to support services
Gold
for production services on Cloud Platform
Starts at $400/mo, see pricing details
Upgrade To Gold
Platinum
for high volume production services on Cloud Platform
Contact us for pricing
Contact Sales
Features
Silver
Gold
Platinum
Issue Resolution
Break/Fix Cases
Yes
Yes
Yes
Target Initial Response Time for Critical Issues
4 business hours
1 hour
15 minutes
24x7 Support for Critical Impact issues
Yes
Yes
24x7 Support for High Impact issues
Yes
Support Access
Individuals with log-in access to Support Center
2
5
Unlimited
Phone Support
Yes
Yes
Advisory Services
Architecture Support
Best Practice
Use-Case Specific
Use-Case Specific
Consultative Cases
Yes
Yes
Access to Technical Account Management
Yes
Pricing Details
Minimum Price
$150/month flat fee
$400/month
$15,000/month
Usage-Based Price
Your total support price when usage-based pricing exceeds the minimum price
 

9% of product usage fees between $0 - $10k

+ 7% of product usage fees between $10k - $50k

+ 5% of product usage fees between $50k - $200k

+ 3% of product usage fees of $200k+

9% of product usage fees between $0 - $150k

+ 7% of product usage fees between $150k - $400k

+ 5% of product usage fees between $400k - $1,000k

+ 3% of product usage fees of $1,000k and over

Silver
Lowest-cost access to support services
Features
Break/Fix Cases
Yes
Target Initial Response Time for Critical Issues
4 business hours
Individuals with log-in access to Support Center
2
Architecture Support
Best Practice
$150/month flat fee
Gold
for production services on Cloud Platform
Starts at $400/mo
Upgrade To Gold
Features
Break/Fix Cases
Yes
Target Initial Response Time for Critical Issues
1 business hours
Individuals with log-in access to Support Center
5
Phone Support
Yes
Architecture Support
Use-Case Specific
Consultative Tickets
Yes

The greater of $400/month, or:

9% of product usage fees between $0 - $10k

+ 7% of product usage fees between $10k - $50k

+ 5% of product usage fees between $50k - $200k

+ 3% of product usage fees of $200k+

Platinum
for high volume production services on Cloud Platform
Contact us for pricing
Contact Sales
Features
Break/Fix Cases
Yes
Target Initial Response Time for Critical Issues
15 minutes
24x7 Support for Critical Impact issues
Yes
24x7 Support for High Impact issues
Yes
Individuals with log-in access to Support Center
Unlimited
Phone Support
Yes
Architecture Support
Use-Case Specific
Consultative Tickets
Yes
Access to the technical Account Management Team
Yes

The greater of $15,000/month, or:

9% of product usage fees between $0 - $150k

+ 7% of product usage fees between $150k - $400k

+ 5% of product usage fees between $400k - $1,000k

+ 3% of product usage fees of $1,000k and over

Product Usage includes usage for all products under a specific billing account.

Managed Services

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