Over the years, Google Cloud has acquired companies and integrated them into its portfolio.
At this time, the following products have been integrated into the Google Cloud SaaS products and solutions portfolio. This document describes how Google Cloud support is extended for these products.
Looker
This section describes how support is provided to 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 receiving support through legacy systems for technical issues related to Looker.
Now that Looker is integrated with Google Cloud, technical support is provided through the Google Cloud console and Google Cloud in-app chat using Cloud Customer Care offers.
For more information on how these changes affect you, see FAQs and Additional Looker-Specific FAQs.
Chronicle SIEM
This section describes how support is provided to Chronicle SIEM customers.
Google Cloud acquired Chronicle SIEM (formerly Chronicle) in 2019. 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 receiving support through legacy systems for technical issues related to Chronicle SIEM.
Now that Chronicle SIEM is integrated with Google Cloud, support is provided through the Google Cloud console using Cloud Customer Care offers.
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 provided to 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 receiving support through legacy systems for technical issues related to Chronicle SOAR.
Now that Chronicle SOAR is integrated with Google Cloud, technical support is provided through the Google Cloud console using Cloud Customer Care offers.
For more information on how these changes affect you, see FAQs and Additional Chronicle SOAR-Specific FAQs.
Apigee
This section describes how support is changing for Apigee customers.
Google Cloud acquired Apigee in 2016. As a result of this integration, Apigee is now part of the wider range of Google Cloud products and solutions. Until now, Apigee customers have been receiving support through legacy systems for technical issues related to Apigee.
Now that Apigee has been integrated with Google Cloud, support will be provided through the Google Cloud console using Cloud Customer Care offers.
For more information on how these changes affect you, see FAQs and Additional Apigee-Specific FAQs.
Set up support for integrations
The following sections describe support processes and show you how to onboard to Cloud Customer Care.
Choose a Customer Care service
Each service in the Customer Care portfolio is designed to meet you where you are in your cloud journey.
Besides our three core support services (that is, Standard Support, Enhanced Support, and Premium Support), we offer Comprehensive support to Google Cloud SaaS products including Looker (Google Cloud core), Looker (Original), Chronicle SIEM, Chronicle SOAR, Apigee Hybrid, Apigee Edge Cloud, Apigee X, Application Integration, and Integration Connectors.
Each is designed to address your business needs, alongside optional Value-Add Services to help your business make the most of the cloud.
Comprehensive Support
As a part of your SaaS product purchase of Looker (Google Cloud core), Looker (Original), Chronicle SIEM, Chronicle SOAR, Apigee Hybrid, Apigee Edge Cloud, Apigee X, Application Integration, and Integration Connectors, you're eligible for Comprehensive Support at no additional cost to you. Comprehensive Support is a technical support offer with a 1 business day SLO for Priority 2 (P2) cases.
Comprehensive Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests.
The following are the details of Comprehensive Support service:
| Features and services | Comprehensive Support details |
|---|---|
| Pricing | $0/month + 0% usage Included in subscription cost for SaaS products. |
| Initial response times |
P2 Cases: 1 business day P3 Cases: 2 business days P4 Cases: 2 business days |
| Service times | 8/5 response; Receive support during local business hours. |
| Support languages | English |
| Unlimited individual access to support | |
| Multi-channel billing and technical support | Submit a support case in the Google Cloud console and follow up by email. |
| Active Assist Recommendations API | |
| Technical support escalations | |
| Cloud Support API | |
| Third-party technology support | |
| Google Cloud Skills Boost | |
| Event Management Service | |
| Operational health reviews | |
| Customer aware support | |
| Technical Account Management | |
| Value-Add Services available for additional purpose | |
| Upgrade availability | Customers have the option to upgrade to the paid support services (Standard Support, Enhanced Support, and Premium Support). |
Onboarding to Customer Care
Our dedicated onboarding team is happy to assist you in getting Comprehensive Support, Standard Support, or Enhanced Support through our online process. If you're new to Google Cloud, our team will reach out to you to set up an onboarding appointment to walk you through our onboarding guide.
Customer Care availability
The following table outlines Customer Care availability based on language and service. For more details on response times, see the technical support guidelines.
Support for billing inquiries is available for all support services for the languages listed above during the Hours of Operation or Business Hours, as applicable, and Cloud Technical Support is available as listed in the following table. Support for Chrome browser, included in the Enhanced and Premium services, is provided in English 24/7 and in Japanese during Hours of Operation. For SecOps Services, Google offers Cloud Technical Support in the English language only.
| Support Language | Bundled support services | Paid support services | |||
|---|---|---|---|---|---|
| Comprehensive | Basic | Standard | Enhanced | Premium | |
| English | P2-P4: During Hours of Operation. | Billing inquiries only. Upgrade to get Technical Support. |
P2-P4: During Hours of Operation. |
P1 and P2: 24/7 (including holidays). P3 and P4: During Hours of Operation. Support for Chrome browser: 24/7 (including holidays). |
P1 and P2: 24/7 (including holidays). P3 and P4: During Hours of Operation. Support for Chrome browser: 24/7 (including holidays). |
| Japanese | Technical Support in English available per the English row above. | Billing inquiries only. Upgrade to get Technical Support. | Technical Support in English available per the English row above. |
P1 and P2: 24/7 (including holidays). P3 and P4: During Business Hours. Support for Chrome browser: During Hours of Operation. |
P1 and P2: 24/7 (including holidays). P3 and P4: During Business Hours. Support for Chrome browser: During Hours of Operation. |
| Mandarin Chinese | Technical Support in English available per the English row above. | Billing inquiries only. Upgrade to get Technical Support. | Technical Support in English available per the English row above. |
P1 and P2: 24/7 (including holidays).* P3 and P4: During Business Hours.* |
P1 and P2: 24/7 (including holidays).* P3 and P4: During Business Hours.* |
| Korean | Technical Support in English available per the English row above. | Billing inquiries only. Upgrade to get Technical Support. | Technical Support in English available per the English row above. |
P1 and P2: 24/7 (including holidays).* P3 and P4: During Business Hours.* |
P1 and P2: 24/7 (including holidays).* P3 and P4: During Business Hours.* |
*Mandarin Chinese and Korean support not available for Looker (Google Cloud core) which will be provided in English.
Get started with Google Cloud Customer Care services and onboarding
Once you've chosen a support service that fits your needs, you're ready to proceed with your onboarding.
We have set up a dedicated onboarding team that helps you onboard to Customer Care. We send you an email with detailed instructions and information that you need to have ready before connecting with the team. You can also reach out to an onboarding team member through email.
If you already have an active Customer Care service (Basic, Standard, Enhanced, or Premium) and would like to use the same Organization ID for your SaaS product support, inform the onboarding team.
This does not include Premium support. To purchase Premium support service, contact Google Cloud Sales.
Information required for onboarding to Customer Care
You need to have the following information ready for your onboarding meeting:
- Name of your business domain.
- Access to your Business Domain DNS settings.
- Access to a Credit Card to set up a Billing Account (if not already created).
- Identify your Organization Admin user and their email address. The Organization Admin sets up the projects within the organization, purchases support service and files support tickets.
You're now ready for your onboarding meeting. A dedicated member of our onboarding team will walk you through the process of setting up your Google Cloud Support.
At the end of the process you will generate an Organization ID which would allow the Onboarding team to entitle your organization for Customer Care. The entitlement process can take up to 1 hour to complete. Once completed, you're ready to submit support cases via Google Cloud console.
Use Google Cloud console to manage support cases
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.
Submitting an Assured/FedRAMP support case
Assured support can be purchased by Premium or Enhanced support customers. For more information, see Google Cloud Customer Care portfolio.
To file an Assured/FedRAMP support case, see Getting support.
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
This does not apply to Comprehensive Support and Standard Support.
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?
Looker, Chronicle SIEM, Chronicle SOAR, and Apigee are now part of the wider range of Google Cloud products and solutions. Until now, customers have been receiving support through legacy systems for their technical issues.
Now that Looker, Chronicle SIEM, Chronicle SOAR, and Apigee have been integrated with Google Cloud, support is provided through the Google Cloud console using Customer Care services, which means all of your queries are 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, Apigee, 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.
How will I know which Customer Care service is right for my business?
The Google Cloud Customer Care portfolio offers various levels of support, including Comprehensive, 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 Customer Care services?
The Customer Care portfolio offers various levels of support, including Comprehensive, 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.
How do I sign up for a Customer Care service?
To learn how to sign up for a Customer Care service, see Get started with Google Cloud Customer Care services and onboarding.
How do 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 instructions on Customer Care support procedures.
Can I escalate cases?
This does not apply to Comprehensive Support and Standard Support.
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. However, customers with Comprehensive support do not have access to the chat feature. Refer to the Customer Care portfolio to view the options.
Why is the price changing?
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.
You can further upgrade your support service anytime to get an SLO that suits your organization's needs. For information on SLOs, see Looker SLOs and Google Cloud SLOs.
What languages are supported?
For information on languages available for your service and products, see Language support and working hours.
Where can I find my Technical Support Service Guidelines?
For information about your Looker Technical Support Services, see Google Technical Support Services Guidelines.
What are we changing?
Google Cloud is launching an improved Looker (Original) in-product chat experience on October 26, 2023 and Looker Core on November 10, 2023. Non-chat support case submission is moving from help.looker.com to the Google Cloud console. It will be available for all Looker customers including Looker Legacy Customers at their renewal (excluding Comprehensive Support).
If you have any additional questions please email Google Cloud Support Onboarding team.
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.
This portfolio includes different levels of support with various features that deliver added value to help your business succeed, including a no cost option.
With your existing legacy Chronicle SIEM subscription, your technical support is included with a response time of 1 business day. With the introduction of Comprehensive Support in Google Cloud, we will maintain this no cost option with 1 business day response time to provide continuity during your transition.
If your organization requires better support response times, you can upgrade to one of our Customer Care support services at any time. Our Standard Support package is our entry level paid support offer which significantly improves upon the initial response times from 1 business day to 4 hours.
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.
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, with the entry-level support service for SaaS products (Comprehensive Support) matching Chronicle SIEMs legacy SLO of 1 business day.
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 portfolio.
What languages are supported?
For information on languages available for your service and products, see Language support and working hours.
Where can I find my Technical Support Service Guidelines?
For information about your Chronicle SIEM technical support services, see Google Technical Support Services Guidelines.
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 the introduction of Comprehensive Support, Chronicle SOAR customers will receive an initial response time of 1 business day for technical support cases at no cost. If your organization requires better support response times, you can upgrade to one of our Customer Care support services at any time. Our Standard Support package is our entry level paid support offer which significantly improves upon the initial response times from 1 business day to 4 hours.
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.
Will my Service-Level Objective (SLO) change?
As Chronicle SOAR support integrates into Google Cloud, you will transition to one of the Customer Care services. Each service has its own SLO which means that your SLO might be different from what you're used to.
You can upgrade your support service any time to get an SLO that suits your organization's needs. For more information, see Customer Care portfolio.
What languages are supported?
For information on languages available for your service and products, see Language support and working hours.
Where can I find my Technical Support Service Guidelines?
For information about your Chronicle SIEM technical support services, see Google Technical Support Services Guidelines.
Additional Apigee-specific FAQs
What is changing
As part of Apigee's integration with Google Cloud, starting October 2, 2023, upon your scheduled renewal, technical support for Apigee will transition to be part of the Google Cloud Customer Care portfolio, along with other Google Cloud services.
After your renewal, you can use the Google Cloud console to submit your new technical support cases. Any pre-existing open cases in the Apigee legacy customer support portal will continue to remain active until resolved.
Why is it changing?
As part of Apigee's integration with Google Cloud, moving to the Google Cloud Customer Care portfolio helps ensure that we deliver a world class support experience across all our Google Cloud services. Customers with multiple Google Cloud services including Apigee, will appreciate the consistency and ease of access to support across their portfolio.
What is the process to switch to Google Cloud Customer Care?
No action is required on your part until you begin planning for your renewal. At the time of renewal, your Google representative will share the details of the process to onboard to Google Cloud Customer Care.
At that time, you may choose one of the listed Google Cloud Customer Care support services, and our team will assist you with getting your support set up. Once onboarded to Customer Care, you can create technical support cases for Apigee through the Google Cloud console.
What changes will I see in my support experience?
The Google Cloud console offers a different experience compared to the Apigee legacy customer support portal. In addition, features of each Customer Care service may vary from our Apigee legacy support offers. For more information about the offers, see Apigee Edge Technical Support Services Guidelines and Google Cloud Platform Services: Technical Support Services Guidelines.
How do I upgrade to a higher tier of Support?
During the renewal process, you can select a support service from the Google Cloud Customer Care portfolio, which includes various tiers of support designed to meet your business needs.
What languages are supported?
For information on languages available for your service and products, see Language support and working hours.
For technical support in Japanese, see the Apigee Support Services Guide under Language Support, and for Apigee Edge, see Apigee Edge Technical Support Services Guidelines under Language Support Generally.
Where can I find my Technical Support Service Guidelines?
For information about your Apigee and Apigee Edge technical support services, see Apigee Edge Technical Support Services Guidelines.
Can I just stay on legacy Apigee Support?
At your upcoming renewal, it is required that you switch to a Google Cloud Customer Care service. This will help ensure we can deliver a world class support experience across all our Google Cloud services.
Who can I contact if I have any questions?
We are here to help you through this transition. If you have any questions with
regards to your transition to Cloud Customer Care, reach out to our
onboarding team by sending an email to saas-support-onboarding@google.com.
Along with your support transition questions, provide specifics about the Apigee
product that you are inquiring about. Also, include your Apigee or Google
account name, or both, and your upcoming renewal date.
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