Language Support and Working Hours

This page outlines available languages and working hours for Cloud Support whenever you submit a case through the Google Cloud console.

Language support

Cloud Support 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.

Support availability

For incoming cases, Cloud Support is available based on the following factors:

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

Support Language
Role-Based Basic
Role-Based Development
Role-Based Production and Gold Premium, Platinum, and 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: 24/7 (including holidays).

Cloud Billing and Technical Support for P2-4: 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.

Working hours

Cloud Support'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)

Cloud Support regional holidays

Cloud Support is unavailable during regional holidays, unless your organization's plan includes 24/7 support.

2020 regional holidays

The following table shows the 2020 regional holidays for the Support team.

The Americas Europe, Middle East, Africa

Asia Pacific Region
(including China)

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