Best Practices for Working with Cloud Support

This page describes best practices for working with the Google Cloud Platform Technical Support team. It's aimed at customers with a Silver, Gold, or Platinum support package.

If you're new to the process, see How to Get Support for instructions on how to open a support case.

Supported products

Google Cloud Platform support offers support packages for all products covered by the Google Cloud Platform Technical Support Services Guidelines.

Setting support case priority

When creating a support case, it's important to assign it the correct priority. Per the Google Cloud Platform Technical Support Services Guidelines, the given priority value determines the target initial response time for a support case.

Setting the right priority for a support case allows support engineers to respond within the required timeframe, while still allowing engineers to triage the importance of concurrent cases. The correct priority allows support engineers to balance response speed with in-depth investigation of your issue.

The following table defines support case priorities:

Priority definition Example situations Initial response times
P1: Critical Impact – Service Unusable in Production

The application or infrastructure is unusable in production, having a significant rate of user-facing errors.

Business impact is critical (revenue loss, potential data integrity issue, etc.).

There is no workaround available that is easy to implement (< 30 minutes).

Affected Google Cloud Platform component or feature is marked as General Availability.

Immediate attention from Google is required to resolve the problem.

Platinum:

  • 15 minutes or less 24x7

Gold:

  • 1 hour or less 24x7

Silver:

  • 4 hours or less 24x5
P2: High Impact – Service Use Severely Impaired

The infrastructure is degraded in production, having a noticeable rate of user-facing errors or difficulties in spinning up a new production system.

Business impact is moderate (danger of revenue loss, productivity decrease, etc.).

A workaround to mitigate critical business impact is available and easy to implement.

Affected Google Cloud Platform component or feature is marked as General Availability or Beta.

Fast response from Google is required.

Platinum:

  • 4 hours or less 24x7

Gold:

  • 4 hours or less 24x5

Silver:

  • 1 business day or less 24x5 within assigned region
P3: Medium Impact – Service Use Partially Impaired

A problem with relatively low scope and/or severity is experienced, not manifesting in user-visible impact.

Business impact is low (for example, inconvenience, minor business processes affected, etc.).

Case requires more in-depth investigation and troubleshooting and less frequent interactions.

All support packages:

  • 1 business day or less 24x5 within assigned region
P4: Low Impact – Service Fully Usable

Minimum to no business or technical impact.

Recommended for consultative tickets where in-depth analysis, troubleshooting or consultancy are preferred to more frequent communications.

All support packages:

  • 1 business day or less 24x5 within assigned region

Understanding support case status

After a support case is created, you can log into the support center to view all relevant information such as the case status. Below is a description of of the different statuses and their meaning:

Status Description
New Case is pending assignment to one of our engineers. This is common for newly created cases or cases.
Assigned Case has been assigned to one of our engineers. A response will be sent within the target response time mentioned above.
In progress Google support Case is being worked on by Google's support engineers.
In progress Google engineering The case is being investigated by Google product engineers. Turnaround times can vary, depending on issue complexity and product component in question.
In progress Google other Case is being investigated by another Google team. Turnaround times can vary, depending on issue complexity and product component in question.
Waiting on customer response More information is needed from the customer in order to continue working on the case.
Waiting on customer action An action from the customer is needed in order to continue working on the case, or to resolve the issue.
Solution offered A solution for the issue or request in the case has been offered. The customer can reopen the case if the offered solution is not sufficient.
Closed The case is resolved and closed by the support engineer. If the issue is still ongoing, you can reopen it within 30 days by replying to the last communication. After 30 days we ask you to open a new case instead

Escalating a case

It might be necessary to request additional attention from Google to a support case. For example, the impact of your issue might have increased, or additional expertise might be required.

The following steps can be taken to escalate an existing support case.

Changing case priority via the support center

Silver, Gold, and Platinum support users can use the Google Cloud Support Center to change their case's priority. Be sure to provide sufficient information about the issue and what caused the change in the case priority.

If for some reason the support center is not accessible, reply to the latest case-email to request a case priority change.

Requesting an escalation to management

If the higher case priority did not satisfy your requirements, a case can be escalated and brought to the attention of management.

Gold and Platinum support package customers can call our 24x7 phone line, quote the case number, and request an escalation. Be ready to provide a reason for the escalation.

Platinum support package customers can also contact their Technical Account Manager for an escalation. Be advised that they are normally only available during their local business hours.

Additional Services for Gold and Platinum Support Customers

Requesting a call back or Hangout

Customers with a Gold or Platinum support package can always request a Hangout with or call back from the engineer that is working on their case. Once the engineer has sufficiently investigated the case, they can call back or start a Hangout to provide further information. If you want to request a call or Hangout, be sure to include the preferred contact method and contact details in the case.

Hangouts is an especially powerful tool for several reasons:

  • Multiple participants can be invited into the same Hangout session—useful and a very efficient replacement for (phone) conference bridges
  • Ability for all participants to share their screen or exchange code snippets for faster troubleshooting
  • Higher quality audio and video adding personal touch to the interactions with the Google engineers

Directly call the support team

Gold and Platinum customers can call the Google Cloud Platform support team at any time. However, to reduce the amount of information that needs to be transferred in the phone call, it's often faster for you to create a support case through the support center before you call.

When you file a ticket, please provide all relevant code and log snippets in your case where possible. Then, when you call in, mention the case number so the support engineer on your case has all of the relevant information available.

Following the sun

Normally, a case is handled within one time zone by a single engineer. Doing so allows us to offer a personalized service in the time zone closest to you. Upon request, a P1 case can follow the sun, which means that it will be handed off between different global teams for full ongoing 24-hour case resolution. This way, work will continue on your case, even when local business hours have come to an end. If you want us to enable this service, inform the engineer working on your open case.

Sometimes this service can also be offered to P2 cases, please consult the assigned engineer on the circumstances.

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