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 phone numbers for 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.
Enhanced & Premium
The following availability includes Cloud Billing Support and Technical Support.
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. 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.
Support Language
Enhanced
Premium
English
Japanese
P1-P4 during Business Hours.
Mandarin Chinese
P1-P4 during Business Hours.
Korean
P1-P4 during Business Hours.
P1-P4 during Business Hours.
Role-Based & Enterprise
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. 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. 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.
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.
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.
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.
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.
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. 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.
Support Language
Gold
Platinum
English
Japanese
P1-P4 during Business Hours.
Mandarin Chinese
P1-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 |
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 | 19 July | 20 September | ||
| 09 August | 21 September | |||
| 11 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 |