Language support and working hours

This page 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

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 offering of your Google Cloud organization, such as Enhanced Support or Premium Support. Your offering 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 Hours.
  • The priority of the case (P1-P4).

The following table outlines Customer Care availability for Cloud Billing Support and Technical Support based on language and offering. For more details on response times, see the Support Guidelines.

Standard, Enhanced, & Premium

The following availability includes Cloud Billing Support and Technical Support.

Support Language
Basic Standard Enhanced Premium
English Cloud Billing Support for P1-P4 during Business Hours.

Cloud Technical Support for P2-P4 during Hours of Operation.

Cloud Billing Support for P1-P4 during Business Hours.

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.

Japanese Cloud Billing Support for P1-P4 during Business Hours. Cloud Billing Support for P1-P4 during Business Hours. P1-P4 during Business Hours.

P1 and P2: 24/7 (including holidays).

P3 and P4: During Business Hours.

Mandarin Chinese Cloud Billing Support for P1-P4 during Business Hours. Cloud Billing Support for P1-P4 during Business Hours. P1-P4 during Business Hours.

P1 and P2: 24/7 (including holidays).

P3 and P4: During Business Hours.

Korean Cloud Billing Support for P1-P4 during Business Hours. Cloud Billing Support for P1-P4 during Business Hours. P1-P4 during Business Hours. P1-P4 during Business Hours.

Role-Based & Enterprise

Support Language
Role-Based Basic
Role-Based Development
Role-Based Production Enterprise
English Cloud Billing Support for P1-P4 during Hours of Operation. Cloud Billing and Technical Support for P2-P4 during Hours of Operation.

Cloud Billing and Technical Support for P1: 24/7 (including holidays).

Cloud Billing and Technical Support for P2-4: During Hours of Operation.

Cloud Billing and Technical Support for P1 and P2: 24/7 (including holidays).

Cloud Billing and Technical Support for P3 and P4: During Hours of Operation.

Japanese Cloud Billing Support for P1-P4 during Business Hours. Cloud Billing Support for P1-P4 during Business Hours. Cloud Billing and Technical Support for P1-P4 during Business Hours.

Cloud Billing and Technical Support for P1 and P2: 24/7 (including holidays).

Cloud Billing and Technical Support for P3 and P4: During Business Hours.

Mandarin Chinese Cloud Billing Support for P1-P4 during Business Hours. Cloud Billing Support for P1-P4 during Business Hours. Cloud Billing and Technical Support for P1-P4 during Business Hours.

Cloud Billing and Technical Support for P1 and P2: 24/7 (including holidays).

Cloud Billing and Technical Support for P3 and P4: During Business Hours.

Korean Cloud Billing Support for P1-P4 during Business Hours. Cloud Billing Support for P1-P4 during Business Hours. Cloud Billing and Technical Support for P1-P4 during Business Hours. Cloud Billing and Technical Support for P1-P4 during Business Hours.

Gold & Platinum

The following availability includes Cloud Billing Support and Technical Support.

Support Language
Gold Platinum
English

P1: 24/7 (including holidays).

P2-4: During Hours of Operation.

P1 and P2: 24/7 (including holidays).

P3 and P4: During Hours of Operation.

Japanese P1-P4 during Business Hours.

P1 and P2: 24/7 (including holidays).

P3 and P4: During Business Hours.

Mandarin Chinese P1-P4 during Business Hours.

P1 and P2: 24/7 (including holidays).

P3 and P4: During Business Hours.

Korean P1-P4 during Business Hours. P1-P4 during Business Hours.

Working hours

Customer Care's working hours, defined as Hours of Operation or Business Hours, depend on the support language of your case.

Hours of Operation

English support is available during Hours of Operation, which run from 5:00 PM on Sunday to 5:00 PM on Friday, Pacific Standard Time (GMT-8).

Business Hours

The following support languages operate under regional Business Hours:

Support Language
Business Hours
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 offering includes 24/7 support.

The following table shows the 2021 regional holidays for the Customer Care team.

2021 regional holidays

The Americas Europe, Middle East, Africa

Asia Pacific Region
(including China)

Japan South Korea
01 January 01 January 01 January 01 January 01 January
18 January 02 April 25 December 02 January 04 January
15 February 05 April   03 January 11 February
31 May 01 May   04 January 12 February
05 July 25 December   11 January 13 February
06 July 26 December   11 February 01 March
06 September 27 December   23 February 01 May
25 November     29 April 05 May
26 November     03 May 19 May
24 December     04 May 06 June
27 December     05 May 15 August
31 December     22 July 20 September
      23 July 21 September
      09 August 22 September
      20 September 03 October
      23 September 09 October
      11 October 25 December
      3 November  
      23 November  
      29 December  
      30 December  
      31 December