This page outlines available languages and working hours for Cloud Support whenever you submit a 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
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 language in which you submit the case.
- The Support plan of your Google Cloud organization, such as Role-Based Support or Enterprise Support. Your plan determines whether case support is available 24 hours a day, 7 days a week (24/7). Otherwise, Support is available during Hours of Operation or Business Hours.
- The priority of the case (P1-P4).
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.
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 P1-2: 24/7 (including holidays).
Cloud Billing and Technical Support for P3-4: 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 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 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.
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.
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.
The following table shows the 2021 regional holidays for the Support 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 |