Language support and working hours

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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

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 Hours.
  • 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.

Standard, Enhanced, & Premium

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 table below. 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 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 Billing inquiries only. Upgrade to get Technical Support. Technical Support in English available per the English row above. P1-P4 during Business Hours.

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

P3 and P4: During Business Hours.
Korean Billing inquiries only. Upgrade to get Technical Support. Technical Support in English available per the English row above. 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).

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 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 service includes 24/7 support.

The following table shows the regional holidays in 2023 for the Customer Care team.

2023 regional holidays

The Americas Europe, Middle East, Africa

Asia Pacific
(including China)

 Japan Korea
02 January 01 January 01 January 01 January 01 January
16 January 02 January 02 January 02 January 21 January
20 February 07 April 15 January 03 January 22 January
29 May 09 April 26 January 04 January 23 January
19 June 10 April 18 February 09 January 24 January
03 July 01 May 08 March 11 February 01 March
04 July 25 December 22 March 23 February 05 May
04 September 26 December 30 March 21 March 27 May
23 November   07 April 29 April 06 June
24 November   22 April 03 May 15 August
22 December   29 April 04 May 28 September
25 December   01 May 05 May 29 September
29 December   03 May 17 July 30 September
    15 August 11 August 03 October
    30 August 18 September 09 October
    19 September 23 September 25 December
    02 October 09 October  
    24 October 03 November  
    01 November 23 November  
    12 November 29 December  
    13 November 30 December  
    25 December 31 December