Getting support with Cloud Customer Care

Attention: Google Cloud works with many reputable partners globally that provide specialized services that span across sales, customer service, and engineering functions.

These partners are part of Google's extended workforce and they use our systems and tools with a distinct email domain (@xwf.google.com). If you notice this new domain in communications, please be assured that this is legitimate and is from an authorized representative of Google.

We thank you for your understanding and your continued support of our world class products and services.

Cloud Customer Care offers the following support services:

• Basic Support
• Standard Support
• Enhanced Support
• Premium Support

Basic Support

Basic Support is included for all Google Cloud customers. With Basic Support, you have access to our documentation and community support.

Billing Support

All Google Cloud accounts get free billing and payments support. Learn about getting support for Cloud Billing issues.

Standard Support

Standard Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests. The Standard Support service is designed for small to medium organizations with workloads under development. With Standard Support, you have access to the Cloud Support API, Active Assist recommendations and receive 4-hour response times for Priority 2 (P2) cases.

To learn about this service and pricing, see the Standard Support overview.

Enhanced Support

Enhanced Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests. The Enhanced Support service is designed for medium to large companies that are looking for faster response times and additional services to run their Cloud workloads in production. With Enhanced Support, you have access to intelligent services, such as the Cloud Support API, Third-Party Technology Support, and Recommender.

To learn about this service and pricing, see the Enhanced Support overview.

Premium Support

Premium Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, feature requests, and more. You also have Customer Aware Support and are assigned a Technical Account Manager.

This support service is available to Google Cloud and Google Workspace customers.

To learn about this service and pricing, see the Premium Support overview.

Other Support Services

Comprehensive Support

Comprehensive support is a bundled support offer that is offered specifically for the following products with 1 business day SLO for Priority 2 (P2) cases:

• Looker (Google Cloud core)
• Looker (Original)
• Chronicle SIEM
• Chronicle SOAR
• Apigee Hybrid
• Apigee Edge Cloud
• Apigee X
• Mandiant
• Application Integration
• Integration Connectors

For more information, see Comprehensive Support.

Legacy support services

For details about legacy services, visit Support services shutdown.

Deciding on the right support service

We highly recommend that you have support set up before you need it. Compare support services.

To find the level of support you currently have for Google Cloud:

1. Sign in to the Google Cloud console Support page.

   Sign in to Google Cloud console Support page

2. Your support service is shown near the top of the Support page.

How to sign up for a support service

Only Organization Administrators can change the selected support service, since it applies to all projects under your Google Cloud organization. For more information, see Access control.

Alternatively, you can contact an Organization Administrator about signing up for a support service. An Organization Administrator can review the support service and sign up.

Note: If you have signed up for invoiced billing directly through a Google sales representative, you cannot change the support service from the console. Instead, please contact your sales representative or our sales team to make changes.

To sign up for a support service, see the following:

• Purchasing and setting up Standard Support
• Purchasing and setting up Enhanced Support
• To get started with Premium Support, contact sales.

Contacting technical support

After you've signed up, you are ready to start using support.

For Standard, Enhanced, and Premium Support, learn how to manage support cases.

For information about support availability and response times, refer to Language Support and Working Hours, the Technical Support Services Guidelines, and Google Workspace Support Guidelines.

Learn about service disruptions

See the following:

• Personalized Service Health for incidents that may be affecting your project.
• Google Cloud Service Health Dashboard for a list of all known service disruptions. You can also subscribe to the Google Cloud Incidents JSON Feed or RSS Feed for push updates.