您可能偶爾會將機密資料傳送給客戶服務團隊。若碰到這種狀況，可要求客服專員從支援單中移除這類資料。支援人員會遵循內部程序，主動找出支援單中保存的這類機密資訊。這些訓練有素的支援人員能夠標記任何可能造成個人資訊或 Google 資料外洩的案件，並將審查結果提報給內部的專門團隊，藉此評估案件及採取適當行動。
為了協助您清除機密資訊，Google 也打造了多項支援工具。舉例來說，Google 製作的 HAR (HTTP 存檔) 分析工具不僅可以協助過濾 HAR 檔案，還會提醒您不要揭露 Cookie、密碼和信用卡號等機密資料。Google 會透過 HAR 檔案，調查要求是否取消或取得特定的錯誤回應代碼，也會檢閱 HAR 檔案來確認問題是否由非錯誤回應造成，或者 HAR 檔案是否無法擷取導致問題發生的錯誤。
如果您是透過 Google 經銷商購買 Google Cloud ，可以直接向經銷商尋求帳戶專案和帳單相關的支援服務。
視您向經銷商購買的服務而定，您可以透過幾種方式與 Customer Care 團隊聯絡。舉例來說，您可以直接透過 Google Cloud 控制台建立客服案件，也可以交由經銷商代為建立客服案件。如要讓經銷商瞭解直接向 Google 提交的案件，您可以啟用案件共用功能。
如果您只與經銷商簽訂支援服務合約，經銷商必須負責提供適當的支援服務。 Google Cloud 無法控制或查看這些協議。如果您直接與經銷商簽訂支援服務合約，在針對支援問題與經銷商互動時，建議您採取隱私權最佳做法。
存取權控管
Google 長期致力於確保安全性與資訊公開，因此我們提供了資料存取透明化控管機制，將 Google 人員存取客戶內容時採取的動作記錄下來，方便您檢閱。
只要您使用支援的版本，即可使用這項服務。
資料存取透明化控管機制適用於支援的 Google Cloud 服務。透過檢閱資料存取透明化控管機制的記錄，您可以確認 Google 是基於正當業務理由 (例如修正問題或回覆要求) 存取客戶內容。為了排解問題而存取客戶內容時，客服專員必須輸入正當的業務理由，例如自己所擁有客服案件的有效案件編號或錯誤編號。說明欄位中會顯示下列原因：
CUSTOMER_INITIATED_SUPPORT。
資料保護專業知識
Google 在內部設有專門的支援團隊，可解答關於隱私權和資料保護措施的問題，確保 Google Cloud 服務能夠滿足您的法規遵循需求。如要與 Google Cloud 資料保護團隊聯絡，請使用Google Cloud 平台資料隱私權提問表單。
[[["容易理解","easyToUnderstand","thumb-up"],["確實解決了我的問題","solvedMyProblem","thumb-up"],["其他","otherUp","thumb-up"]],[["難以理解","hardToUnderstand","thumb-down"],["資訊或程式碼範例有誤","incorrectInformationOrSampleCode","thumb-down"],["缺少我需要的資訊/範例","missingTheInformationSamplesINeed","thumb-down"],["翻譯問題","translationIssue","thumb-down"],["其他","otherDown","thumb-down"]],["上次更新時間：2025-09-04 (世界標準時間)。"],[],[],null,["# Privacy best practices when working with Cloud Customer Care\n\nThis page provides privacy best practices for Google Cloud customers when\ncontacting and working with Cloud Customer Care. To obtain guidance on the\nspecific requirements applicable to your organization, we recommend that you\nconsult with a legal expert, as this page does not constitute legal advice.\n\nRemoving sensitive data when creating a support case\n----------------------------------------------------\n\nAs part of a support case, we may collect customer contact information, case\ndetails, support interactions, and customer feedback. We consider this data to\nbe *Service Data* , the processing of which is covered in the\n[Google Cloud Privacy Notice](https://cloud.google.com/terms/cloud-privacy-notice).\n\nWhen you reach out to Customer Care through different channels, you see\na notification in the user interface to remind you to omit or remove any\nsensitive data (for example, credit card numbers, passwords, health information,\nand government ID numbers) when creating a support case.\n\nOccasionally, you might send sensitive data to Customer Care. You can\nask the support agent to remove such content in the support ticket. Support\npersonnel follow an internal process to proactively identify such sensitive\ninformation stored in the support ticket. Support personnel are empowered and\ntrained to flag any case that could potentially compromise personal information\nor Google data and escalate review to a designated internal team to evaluate\nthese cases and take appropriate action.\n\nGoogle also builds support tools to help you sanitize the sensitive information.\nFor example, Google created a HAR (HTTP Archive) Analyzer tool to help you\nscreen HAR files, which alerts you not to disclose sensitive data such as\ncookies, passwords, and credit card numbers. Google uses the HAR file to\ninvestigate if requests get a specific error-response code or if the request is\naborted. Google also examines the HAR file to find out if the issue is caused by\nnon-error responses or if the HAR file failed to capture the error causing the\nissue.\n| **Note:** HAR is a JSON-formatted archive file format for logging a web browser's interaction with a website.\n\nSharing files with Customer Care\n--------------------------------\n\nYou may need to share files with Customer Care for troubleshooting\npurposes. When sharing through case (preferred method) is not feasible you can\nhost a file using Cloud Storage buckets and grant viewer permissions to\nSupport.\n\nTo share a file with Customer Care, you can grant the\nStorage Object Viewer (`roles/storage.objectViewer`) role at the bucket level to\na service account created on a per support case basis.\n| **Note:** As a Google Cloud customer, you receive an email with instructions about how to share files with Customer Care.\n\nSubprocessor security and access\n--------------------------------\n\nCustomer Care engages third-party entities (see\n[Google Cloud Platform Subprocessors](https://cloud.google.com/terms/subprocessors))\nto perform limited activities in connection with Customer Care. The\nsupport subprocessors don't have default access to Customer Data stored or processed by\nthe Google Cloud services. The support subprocessors only have access to\nCustomer Data (for example, database contents, cloud bucket data) if you explicitly elect to share your Customer Data in the course\nof a support case.\n\nThe following security safeguards are in place to control access to Customer\nData by such subprocessors:\n\nSubprocessors exclusively use Google-managed machines to access corporate\nresources. Google's internal systems have built-in interconnected controls that\nwill grant or deny access to a support agent depending on systematized checks\nthat are performed (for example, to confirm the owner of a support case).\nSystem access by subprocessors is systematically logged and periodically audited\nto ensure appropriate use.\n\nRetention and deletion\n----------------------\n\nYou can initiate a case deletion by contacting Customer Care and the\nsupport team will review the request. In certain cases, support will need to retain\ncertain information for an extended period of time for legitimate business or\nlegal purposes, for example, in case there's a billing dispute, or otherwise to\ncomply with our legal obligations.\n\nAccess to your Support interactions\n-----------------------------------\n\nIf you need access to your support interactions, and if those interactions\naren't available in the Google Cloud console, you can request a copy of your support\ninteractions by opening a standard support case. You can request communications\nincluding call recordings, chat transcripts, and emails for the\ncase you need information for.\n\nHow Customer Care uses support case data\n----------------------------------------\n\nCustomer Care uses support case data to keep a consistent record of\nyour support issues. This can be informative when addressing future support\nissues or situations related to your customer account. Additionally, Customer Care uses support case data in\naccordance with the [Google Cloud Privacy Notice](https://cloud.google.com/terms/cloud-privacy-notice), including to conduct\nquality reviews, build automated solutions for customer responses, and improve\nthe customer support experience.\n\nHow resold customers receive Support help\n-----------------------------------------\n\nIf you purchase Google Cloud from a [Google reseller](https://cloud.google.com/find-a-partner/), you can receive\nsupport help related to your account projects and billing directly from the\nreseller.\n\nDepending on the services purchased from the reseller, there are several ways to\ncontact Customer Care. For example, you can directly open a support\ncase through the Google Cloud console, or a reseller can open a support ticket on\nyour behalf. To provide the reseller with visibility into cases opened directly\nwith Google you can [enable case sharing](/support/docs/customer-care-procedures#enable_case_sharing).\n\nIf you only have a support contract with the reseller, it's the reseller's\nresponsibility to provide the appropriate level of support. Google Cloud doesn't\nhave control or visibility into these agreements. If you have a direct Support\ncontract with your reseller, we suggest that you apply privacy best practices\nduring your support interactions with them.\n\nAccess control\n--------------\n\nAs part of Google's long-term commitment to security and transparency, you can\nuse [Access Transparency](/assured-workloads/access-transparency/docs/overview)\nto review logs of actions taken by Google personnel when accessing customer\ncontent.\n\nYou have access to this service if you have a supported edition.\n\nAccess Transparency is available for [supported Google Cloud services](/assured-workloads/access-transparency/docs/supported-services). By\nreviewing the Access Transparency logs, you can verify that Google is accessing\ncustomer content for valid business reasons, such as fixing a problem or responding\nto a request. When accessing customer content for troubleshooting purposes, support\nagents are required to enter a valid business reason---such as an active support\ncase number or bug number for the cases they have owned. You'll see the\nfollowing justification reason in the description field:\n\n`CUSTOMER_INITIATED_SUPPORT`.\n\nData protection expertise\n-------------------------\n\nGoogle has a dedicated internal support team to answer questions on privacy and\ndata protection to ensure Google Cloud services can help meet your compliance\nneeds. To contact the Google Cloud Data Protection Team, use the\n[Google Cloud Platform Data Privacy Inquiry form](https://support.google.com/cloud/contact/dpo)."]]
