Over the years, Google Cloud has acquired companies and integrated into its portfolio. This document describes how Google Cloud support is extended for these integrations.
Google Cloud provides support for the following integrations:
Looker
This section describes how support is changing for existing and new Looker customers.
Google Cloud acquired Looker in 2020. As a result of this integration, Looker is now part of the wider range of Google Cloud products and solutions. Until now, Looker customers have been contacting Looker Support to troubleshoot Looker-related technical issues.
Now that Looker is integrated with Google Cloud, support for Looker is provided solely by Customer Care through the Google Cloud console.
For more information on how these changes affect you, see FAQs and Additional Looker-Specific FAQs.
Chronicle SIEM
This section describes how support is changing for existing and new Chronicle SIEM customers.
Google Cloud acquired Chronicle SIEM (formerly Chronicle) in 2020. As a result of this integration, Chronicle SIEM is now part of the wider range of Google Cloud products and solutions. Until now, Chronicle SIEM customers have been contacting Chronicle SIEM technical support through multiple channels to troubleshoot Chronicle SIEM-related technical issues.
Now that Chronicle SIEM is integrated with Google Cloud, support for Chronicle SIEM is provided by Customer Care through the Google Cloud console.
This means that from February 14, 2023, existing customers will no longer be able to create new cases in the Support Portal or Chronicle App after their Chronicle SIEM renewal date, and new customers will not have Chronicle SIEM support included as part of their subscription. Instead, to receive support for Chronicle SIEM, you can opt for a support service of your choice from the Customer Care portfolio.
Chronicle SIEM customers with an existing Google Cloud account and Customer Care subscription will be able to start filing support cases in the Google Cloud console starting February 14, 2023. This will allow them to take advantage of their current Google Cloud SLOs for their Chronicle SIEM technical support.
For more information on how these changes affect you, see FAQs and Additional Chronicle SIEM-Specific FAQs.
Chronicle SOAR
This section describes how support is changing for existing and new Chronicle SOAR customers.
Google Cloud acquired Chronicle SOAR (formerly Siemplify) in 2020. As a result of this integration, Chronicle SOAR is now part of the wider range of Google Cloud products and solutions. Until now, Chronicle SOAR customers have been contacting Chronicle SOAR technical support through either email or Support portal to troubleshoot Chronicle SOAR-related technical issues. Now that Chronicle SOAR has been integrated with Google Cloud, support for Chronicle SOAR will be transitioned to Customer Care through the Google Cloud console.
This means that from February 14, 2023, existing customers will no longer be able to create new cases in the Support Portal after their Chronicle SOAR renewal date, and new customers will not have Chronicle SOAR support included as a part of their subscription. Instead, to receive support for Chronicle SOAR, you can opt for a support service of your choice from the Customer Care portfolio.
If you are an existing Chronicle SOAR customer with an existing Google Cloud account and Customer Care subscription, you can start filing support cases in the Google Cloud console starting February 14, 2023. This allows you to take advantage of your current Google Cloud SLOs for your Chronicle SOAR technical support.
For more information on how these changes affect you, see FAQs and Additional Chronicle SOAR-Specific FAQs.
Set up support for integrations
The following sections describe support processes and show you how to set up support.
Chronicle SOAR & SIEM onboarding to Customer Care
To learn how to onboard to Google Cloud Customer Care, see Chronicle SOAR & SIEM onboarding guide. The guide explains how you can purchase a support service, and create and manage your support cases.
Choose a Customer Care service
Each service in the Customer Care portfolio is designed to meet you where you are in your cloud journey.
The three core support services are Standard Support, Enhanced Support, and Premium Support. Each is designed to address your business needs, alongside optional Value-Add Services to help your business make the most of the cloud.
Compare Customer Care services to find the one that best suits your business needs.
Get started with Customer Care
Once you've chosen a support service, sign up for it.
See How to sign up for support.
Grant access to support service
Before you can view and manage support cases, you need the required permissions. Your administrator can give you the required permissions through Identity and Access Management (IAM).
Submit a support case
If you have a technical issue with a Google Cloud product, raise a case with Customer Care.
See How to create a support case.
Manage support cases
You can manage cases from the Cases page. Any user in your organization with permission to edit support cases can comment on the case, upload file attachments, or modify case attributes, even if they did not create the case.
See How to manage existing support cases.
Escalate a case
If an issue is causing a pressing negative impact to your business and you require help beyond the regular case route, use the Escalate option. Escalating your case pages a case Escalation Manager who provides additional resources to fast-track the resolution process and minimize any impact on your business.
FAQs
Why is my support changing?
In early 2020, Looker, Chronicle SIEM, and Chronicle SOAR were acquired by Google. Since that time, existing customers for these products have continued to use support delivered by those companies. Looker, Chronicle SIEM, and Chronicle SOAR are now integrated with Google Cloud to deliver a streamlined service, which means all of your queries will now be answered by Google Cloud technical experts. Accessing support for all Google Cloud products under a single platform delivers powerful benefits. You'll enjoy the support you know and love, enhanced by all the capabilities of the Google Cloud support portfolio.
What does this mean for me?
Customer Care will now serve as your one-stop shop for all queries pertaining to Looker, Chronicle SIEM, Chronicle SOAR, and any other Google Cloud products as you scale to incorporate new solutions. With an accessible Google Cloud console, you can raise and manage technical issues for these products consistently in a single, centralized platform without the inconvenience of switching between systems.
When does this change go live?
Starting from February 14, 2023, new Looker, Chronicle SIEM, and Chronicle SOAR customers will need to opt for a support service from the Customer Care portfolio. Existing customers will no longer have access to legacy support platforms upon the date of their product renewal and will need to transition to Customer Care to continue receiving technical support.
How will I know which Customer Care service is right for my business?
The Customer Care portfolio offers various levels of support, including Standard, Enhanced, and Premium Support. To determine which Customer Care service best suits your organization size and workload, you can review the capabilities and response times offered in each core service.
Compare Customer Care services
What additional features are included in Google Cloud Support?
The Customer Care portfolio offers various levels of support, including Standard, Enhanced, and Premium support. Compare Customer Care services to find the one that best suits your business needs.
The portfolio also offers an array of custom Value-Add Services to supercharge support for your business. These offerings include the Technical Account Advisor Service, Planned Event Support, Assured Support, and Mission Critical Services. For more information, see Customer Care portfolio.
How do I sign up for a Customer Care service?
Once you have decided upon a support service that works for your business, you can follow the instructions for onboarding to your chosen service below.
- Purchasing and setting up Standard Support
- Purchasing and setting up Enhanced Support
- Contact sales to purchase and set up Premium Support
How will I submit support cases in the new system?
First, you'll need to be granted Identity and Access Management (IAM) permissions by your Organizational Administrator. Once you have IAM permissions, you can reach out to support for help. If you want to raise a case, see How to create a support case.
Where can I find directions for specific support procedures?
See Customer Care procedures & support activities for step-by-step instructions for Customer Care support procedures.
For Looker support procedures, see Looker Community Help Center.
Can I escalate cases?
Yes - If your case requires more attention or the impact to your business has increased, you can choose to escalate. From the Google Cloud console, you can quickly and easily escalate a case.
How do I get in touch with Google Cloud support?
Google Customer Care offers multi-channel access. This means you have multiple ways to reach out, making it easy for you to access the support and technical guidance you need through your preferred channel. For most customers, the Google Cloud console offers the best option. Seeking technical assistance through the Google Cloud console is quick and simple. See Contact customer care.
Additional Looker-specific FAQs
Can I still use the Looker chat function to file a case?
Yes. Support for Looker will continue to be offered through Chat, delivering the same convenient access that you're familiar with. Start here!
Why is the price increasing?
The Customer Care portfolio offers you the ability to choose a support service based on your organization's needs and budget. This portfolio includes different levels of support with various features that deliver added value to help your business succeed. Whether you're looking for system optimization, self-management capabilities, or Value-Add Services, you can find a service that suits your needs. This not only means that you gain a richer support experience, but also gives you more control over choosing what's right for your business. All this additional value is reflected in the price.
Will my Service-Level Objective (SLO) change?
As Looker Support integrates into Google Cloud, you will transition to one of the Customer Care support services. Each service has its own SLO which means that your SLO might be different from what you're used to. The SLO change depends on the support package you had with Looker, and the support service you are transitioning to with Google Cloud. You may have the same SLOs after transition, or you may experience an increase or decrease in the SLOs. For information on SLOs, see Looker SLOs and Google Cloud SLOs.
For example, if you currently have Core Looker Support, switching to Customer Care Enhanced support will maintain your response time SLO, while switching to Standard support will mean an SLO decrease from 1 hour to 4 hours for P1 cases. You can upgrade your support service anytime to get an SLO that suits your organization's needs.
Additional Chronicle SIEM-specific FAQs
Why is the price changing?
The Google Cloud Customer Care portfolio offers you the ability to choose a support service based on your organization's needs and budget.
With 4-hour initial response times, the entry-level Customer Care support service (Standard Support) significantly improves upon the initial response times (24 hrs) included in your Chronicle SIEM subscription. This means that opting for the lowest price Customer Care service grants you the service you need and more.
In addition, each Customer Care support service includes various features that deliver added value to help your business succeed. Whether you're looking for system optimization, self-management capabilities, or Value-Add Services, you can find a service that suits your needs. This not only means you gain a richer support experience, but also gives you more control over choosing what's right for your business.
All this additional value is reflected in the price.
Will my Service-Level Objective (SLO) change?
As Chronicle SIEM Support integrates into Google Cloud, you will transition to one of the Customer Care support services. Each service has its own SLO, and even the entry-level support service, with 4-hour initial response times, improves upon the SLOs offered by Chronicle SIEM (24 hrs).
You can further upgrade your support service anytime to get an SLO that suits your organization's needs. For information on SLOs, see Customer Care Language support and working hours.
Additional Chronicle SOAR-specific FAQs
Why is the price changing?
The Google Cloud Customer Care portfolio offers you the ability to choose a support service based on your organization's needs and budget.
With 4-hour initial response times, the entry-level Customer Care support service (Standard Support) improves upon the initial response times (6 hrs) included in the Professional subscription for Chronicle SOAR, and matches the initial response times (4 hrs) included in the Enterprise subscription to Chronicle SOAR. This means, opting for the lowest price Customer Care service already grants applicable customers the service they need. For Enterprise customers who are currently on an upgraded support plan, Customer Care's Enhanced Support matches the 2-hour response time offered with Chronicle SOAR's Elite Support.
In addition, each Customer Care support service includes various features that deliver added value to help your business succeed. Whether you're looking for system optimization, self-management capabilities, or Value-Add Services, you can find a service that suits your needs. This not only means you gain a richer support experience, but also gives you more control over choosing what's right for your business.
All this additional value is reflected in the price.
Will my Service-Level Objective (SLO) change?
As Chronicle SOAR support integrates into Google Cloud, you will transition to one of the Customer Care support services. Each service has its own SLO which means that your SLO might be different from what you're used to.
For example, if you currently have a Professional subscription to Chronicle SOAR and use the included support, Customer Care Standard Support improves upon the SLOs of Chronicle SOAR. If you have a Professional subscription and subscribe to Premium Support, or you have an Enterprise subscription and use the included support, Customer Care Standard Support matches the SLOs (4 hrs) of Chronicle SOAR. If you currently pay for Elite Support with Chronicle SIEM, then Customer Care Standard Support will not be sufficient to match the 2-hour SLOs. Customer Care Enhanced Support would get you the response times you need.
You can upgrade your support service any time to get an SLO that suits your organization's needs. For more information, see Customer Care Language support and working hours.
What's next?
- Follow best practices for working with Customer Care.
- Learn about the language support and working hours for Customer Care when you submit a support case.
- Looker Support Services Guide
- Google Cloud Platform Services: Technical Support Services Guidelines