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 Days.
  • 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.

Support for billing inquiries is available for all support services for the languages listed earlier during the Hours of Operation or Business Days, as applicable, and Cloud Technical Support is available as listed in the following table. 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 preceding English row.

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

P3 and P4: During Business Days.

Support for Chrome browser: During Hours of Operation.

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

P3 and P4: During Business Days.

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 preceding English row.

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

P3 and P4: During Business Days.*

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

P3 and P4: During Business Days.*

Korean Billing inquiries only. Upgrade to get Technical Support. Technical Support in English available per the preceding English row.

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

P3 and P4: During Business Days.*

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

P3 and P4: During Business Days.*

Working hours

Customer Care's working hours, defined as Hours of Operation or Business Days, 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 Days

A Business Day means any day during the Hours of Operation. The following support languages operate under regional Business Days:

Support Language
Business Days
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 for the Customer Care team:

2024 regional holidays

The Americas Europe, Middle East, Africa

Asia Pacific
(including China)

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