This guide outlines available languages and working hours for Cloud Customer Care when you submit a support case through the Google Cloud console.
Community support, including Google issue trackers, is only available in English. To learn about language support for Google Workspace, see Support languages and hours of operation Google Workspace & Cloud Identity.
Language support
Customer Care is available in the following languages:
- English
- Japanese
- Mandarin Chinese
- Korean
- French
The language in which you write your case determines the language in which you receive support.
Customer Care availability
For incoming support cases, Customer Care is available based on the following factors:
- The language in which you submit the case.
- The support service of your Google Cloud organization, such as Enhanced Support or Premium Support. Your service determines whether case support is available 24 hours a day, 7 days a week (24/7). Otherwise, Customer Care is available during Hours of Operation or Business Days.
- The priority of the case (P1-P4).
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 earlier during the Hours of Operation or Business Days, 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 |
Basic | Standard | Enhanced | Premium |
|---|---|---|---|---|
| English | 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 | Billing inquiries only. Upgrade to get Technical Support. | Technical Support in English available per the preceding English row. |
P1 and P2: 24/7 (including holidays). P3 and P4: During Business Days. Support for Chrome browser: During Hours of Operation. |
P1 and P2: 24/7 (including holidays). P3 and P4: During Business Days. Support for Chrome browser: During Hours of Operation. |
| Mandarin Chinese | Billing inquiries only. Upgrade to get Technical Support. | Technical Support in English available per the preceding English row. |
P1 and P2: 24/7 (including holidays).* P3 and P4: During Business Days.* |
P1 and P2: 24/7 (including holidays).* P3 and P4: During Business Days.* |
| Korean | Billing inquiries only. Upgrade to get Technical Support. | Technical Support in English available per the preceding English row. |
P1 and P2: 24/7 (including holidays).* P3 and P4: During Business Days.* |
P1 and P2: 24/7 (including holidays).* P3 and P4: During Business Days.* |
| French | Billing inquiries only. Upgrade to get Technical Support. | Technical Support in English available per the preceding English row. |
P1 and P2: 24/7 (including holidays).* P3 and P4: During Hours of Operation.* |
P1 and P2: 24/7 (including holidays).* P3 and P4: During Hours of Operation.* |
Working hours
Customer Care's working hours, defined as Hours of Operation or Business Days, depend on the support language of your case.
Hours of Operation
English and French support is available during Hours of Operation, which run from 5:00 PM on Sunday to 5:00 PM on Friday, Pacific Time Zone.
For more information, go to Google Cloud Platform Services: Technical Support Services Guidelines, expand the General Support Services Terms section, and then see "Additional Definitions: Hours of Operation."
Business Days
A Business Day means any day during the Hours of Operation. The following support languages operate under regional Business Days:
| Support Language |
Business Days |
|---|---|
| Japanese | 9:00am-5:00 PM, Monday-Friday, Japan Standard Time (GMT+9) |
| Mandarin Chinese | 9:00am-5:00 PM, Monday-Friday, China Standard Time (GMT+8) |
| Korean | 9:00am-5:00 PM, Monday-Friday, Korea Standard Time (GMT+9) |
Customer Care regional holidays
Customer Care is unavailable during regional holidays, unless your organization's service includes 24/7 support.
The following table shows the regional holidays for the Customer Care team:
2024 regional holidays
| The Americas | Europe, Middle East, Africa | Asia Pacific |
Japan | Korea |
|---|---|---|---|---|
| 01 January | 01 January | 01 January | 01 January | 01 January |
| 15 January | 02 January | 15 January | 02 January | 09 February |
| 19 February | 29 March | 26 January | 03 January | 10 February |
| 27 May | 01 April | 25 March | 04 January | 11 February |
| 19 June | 01 May | 29 March | 08 January | 12 February |
| 04 July | 25 December | 09 April | 11 February | 01 March |
| 05 July | 26 December | 11 April | 12 February | 10 April |
| 02 September | 01 May | 23 February | 01 May | |
| 28 November | 10 June | 20 March | 05 May | |
| 29 November | 15 August | 29 April | 06 May | |
| 24 December | 07 September | 03 May | 15 May | |
| 25 December | 02 October | 04 May | 06 June | |
| 31 December | 07 October | 05 May | 15 August | |
| 12 October | 06 May | 16 September | ||
| 31 October | 15 July | 17 September | ||
| 01 November | 11 August | 18 September | ||
| 25 December | 12 August | 01 October | ||
| 16 September | 03 October | |||
| 22 September | 09 October | |||
| 23 September | 25 December | |||
| 14 October | ||||
| 03 November | ||||
| 04 November | ||||
| 23 November | ||||
| 29 December | ||||
| 30 December | ||||
| 31 December |