Language support and working hours

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 Support Guidelines.

Standard, Enhanced, & Premium

The following availability includes Cloud Billing Support and Cloud Technical Support. Support for Chrome browser, included in the Enhanced and Premium services, is provided in English 24/7 and in Japanese during Hours of Operation.

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.

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

P1-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 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.

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 2022 regional holidays for the Customer Care team.

2022 regional holidays

The Americas Europe, Middle East, Africa

Asia Pacific Region
(including China)

Japan South Korea
03 January 01 January 01 January 01 January 01 January
17 January 15 April 03 January 02 January 31 January
21 February 18 April 14 January 03 January 01 February
30 May 01 May 26 January 04 January 01 March
20 June 06 June 01 March 10 January 09 March
04 July 01 August 18 March 11 February 01 May
05 July 25 December 15 April 23 February 05 May
05 September 26 December 03 May 21 March 08 May
24 November   04 May 29 April 01 June
25 November   15 August 03 May 06 June
23 December   19 August 04 May 15 August
26 December   31 August 05 May 09 September
30 December   03 October 18 July 10 September
    05 October 11 August 11 September
    24 October 19 September 12 September
    25 October 23 September 03 October
    01 November 10 October 09 October
      03 November 10 October
      23 November 25 December
      29 December  
      30 December  
      31 December