Downgrading your support offering

This document explains how to downgrade your support offering within the Cloud Customer Care portfolio.

This page is for customers whose current offering is Premium, Enhanced, or Standard Support. If your current offering is Enterprise or Platinum Support, contact your Technical Account Manager or account team to downgrade or change your offering. If your current offering is Role-Based, Silver, or Gold Support, use one of the following guides to downgrade or change your support offering:

To cancel or close your support offering, see Closing your Customer Care account.

Before you begin

  • You must have the Organization Administrator (roles/resourcemanager.organizationAdmin) role.

    If you don't have the role, contact an Organization Administrator for access.

  • If you are downgrading to a paid offering, you must also have a Cloud Billing account for the new offering.

Verify your current offering

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

  2. Click Overview to view your dashboard.

  3. View the Support Information card to see your current offering.

Downgrade your offering

If you're a current Standard or Enhanced Support customer, downgrade your offering in the Google Cloud Console.

To downgrade your offering, complete the following steps based on the offering you wish to use:

Basic

To downgrade to Basic support:

  1. Select View Support Offerings.
  2. Under Basic Support, click Select Basic.
  3. View the selected Google Cloud organization resource, and verify that you have the required permissions to proceed.
  4. Read and agree to the terms of service and transitioning terms. You can continue to use your existing support offering until the end of the billing cycle.
  5. Click Save Changes.

Users with Basic support cannot create technical support cases but can continue to use free Cloud Billing support and self-help resources. To learn more about the features included in Basic Support, visit Getting support with Cloud Customer Care.

Standard

To downgrade to Standard Support:

  1. Select View Support Offerings.
  2. Under Standard Support, click Buy Now.
  3. View the selected Google Cloud organization resource, and verify that you have the required permissions to proceed.
  4. Select the billing account from the drop down menu. Read and agree to the terms of service.
  5. Click Save Changes.

The offering and billing details is updated, and you can start using Standard Support immediately.

To learn about the features included, see the Standard Support overview.

Enhanced

To downgrade to Enhanced Support from Premium Support, contact your Technical Account Manager (TAM).

What's next