Access control

This page explains how to configure access control for Cloud Customer Care's support offerings.

Before you begin

  • You must have the Enhanced Support or Premium Support offering.
  • You must have the Organization Administrator role (roles/resourcemanager.organizationAdmin) for your Google Cloud organization.

What is Identity and Access Management (IAM)

Google Cloud offers IAM, which lets you give more granular access to specific Google Cloud resources and prevents unwanted access to other resources. IAM lets you adopt the security principle of least privilege, so you grant only the necessary access to your resources.

IAM lets you control who (identity) has what access (roles) to which resource by setting IAM policies. IAM policies grant specific role(s) to a project member, giving the identity certain permissions. For example, for a given resource, such as a project, you can assign the Tech Support Viewer role (roles/cloudsupport.techSupportViewer) to a Google Account and that account can view support cases in the project, but cannot manage support cases.

Access considerations

If you have migrated from Silver, Gold, or Platinum Support, keep in mind that support cases are no longer accessible through the Google Cloud Support Center (GCSC). After you enable Enhanced or Premium Support, you can manage access to migrated cases by granting IAM roles to users, groups, or domains.

Customer Care IAM roles

With IAM, every support user must have the appropriate permissions to view and manage cases and users. Users gain these permissions when you add them to an IAM role, a group that belongs to a role, or a domain assigned to a role.

The following table lists the IAM roles available to Cloud Customer Care users, the associated permissions to which resources, and the lowest resource level that you can apply the permissions to.

Role Title Description Permissions Lowest resource
roles/cloudsupport.admin Support Account Administrator Allows management of a support account without giving access to support cases. See the Cloud Support documentation for more information.
  • cloudsupport.accounts.*
  • cloudsupport.operations.*
  • cloudsupport.properties.*
  • resourcemanager.organizations.get
Organization
roles/cloudsupport.techSupportEditor Tech Support Editor Full read-write access to technical support cases (applicable for GCP Customer Care and Maps support).
  • cloudsupport.properties.*
  • cloudsupport.techCases.*
  • resourcemanager.projects.get
  • resourcemanager.projects.list
roles/cloudsupport.techSupportViewer Tech Support Viewer Read-only access to technical support cases (applicable for GCP Customer Care and Maps support).
  • cloudsupport.properties.*
  • cloudsupport.techCases.get
  • cloudsupport.techCases.list
  • resourcemanager.projects.get
  • resourcemanager.projects.list
roles/cloudsupport.viewer Support Account Viewer Read-only access to details of a support account. This does not allow viewing cases.
  • cloudsupport.accounts.get
  • cloudsupport.accounts.getUserRoles
  • cloudsupport.accounts.list
  • cloudsupport.properties.*
Organization

To add a user, group, or domain to a role, see Granting IAM roles.

Support Account Administrator

Users with the Support Account Administrator role (roles/cloudsupport.admin) can manage the purchased support offering and how it is billed.

This role can only be granted at the organization level.

Support Account Viewer

The Support Account Viewer role (roles/cloudsupport.viewer) can view account information for the offering. They cannot view or edit support cases; to do so they must be assigned a Tech Support Viewer or Tech Support Editor role.

This role can only be granted at the organization level.

Tech Support Editor

The Tech Support Editor role (roles/cloudsupport.techSupportEditor) can manage support cases, including viewing, creating, updating, escalating, and closing cases.

You can grant this role at the organization, folder, and project levels. For example, if you grant the Tech Support Editor role to a Google group on a specific project, all members of the group can manage support cases for that project.

You can also grant this role at multiple levels of the resource hierarchy to establish different permissions for nested resources. For example, if you have the Tech Support Viewer role for the organization and Tech Support Editor role on a project, you can view support cases across the organization, but only edit cases for the project.

Tech Support Viewer

The Tech Support Viewer role (roles/cloudsupport.techSupportViewer) can view support cases and account information.

This role can be set at the organization, project, and folder levels. For example, you can grant the Tech Support Viewer role to a Google group on a specific folder within a project, which enables members of that group to view the support cases in the folder.

Granting IAM roles

Users, Google Groups, or domains must have the resourcemanager.organizations.setIamPolicy permission on the organization to add users to the Customer Care IAM roles. You can give a user or group that permission by granting them the Organization Administrator role (roles/resourcemanager.organizationAdmin).

For example, if your organization would like users granted the Support Account Administrators role to also be able to add and remove users and groups from the other Customer Care IAM roles, then an Organization Administrator can do the following:

  • Create a Google Group for the users (MyCompanySupportAdmins).
  • Assign the Google Group (MyCompanySupportAdmins) the Organization Administrator role.
  • Assign the Google Group (MyCompanySupportAdmins) the Support Account Administrator role.

In the example, members of the Google Group (MyCompanySupportAdmins) can assign users and groups to IAM roles in the organization because the group has been granted the setIamPolicy permission when granted the Organization Administrator role. As new Support Account Administrators join the organization, add them to the Google Group (MyCompanySupportAdmins) to grant them the desired roles.

To grant an IAM role to a user, group, or domain:

  1. In the Google Cloud Console, go to the IAM page.
    Go to the IAM page

  2. From the top menu, click Add.

  3. Specify a user, Google Group, or domain.

  4. Select a Support role. For best security practices, we strongly recommend giving the member the least amount of privilege needed.

  5. Click Save.

What's next

Understand how to manage support cases in the Google Cloud Console.