This document explains how to sign up for Enhanced Support using the Google Cloud console and set up the offering's support features.
Before you begin
You must have a Google Cloud organization, and the Organization Administrator (
roles/resourcemanager.organizationAdmin) role for the organization.
To create an organization and add the role, visit Creating and managing organizations.
If you don't have the role for an existing organization, contact an Organization Administrator for access.
You must have the Support Account Administrator (
roles/cloudsupport.admin) role. To learn how to assign yourself the role, visit Access control.
You must have a Cloud Billing account to fund the Enhanced Support base fee. To create an account, see Create, modify, or close your Cloud Billing account.
Purchase the offering
To purchase Enhanced Support:
In the Google Cloud console, go to the Support page.
Go to the Support page
Click Overview to view your dashboard.
Go to the Support Information card and select View Support Offerings.
Under Enhanced Support, click Buy Now.
In the drop-down list, select the Google Cloud organization resource for the offering. Click Continue.
In the drop-down list, select the Cloud Billing account for the Enhanced Support base fee.
Read and agree to the terms of service.
Click Complete Purchase.
Set up Identity and Access Management (IAM)
You use Identity and Access Management (IAM) to manage how users in your organization access and use Enhanced Support. To set up IAM, visit Access control.
Set up support features
As an Enhanced Support customer, you engage with Customer Care by creating and managing support cases in the Google Cloud console. When managing support cases, you have access to the following features:
- P1 Response SLO
- 24/7 availability
- Language support
- Case escalation
To automate and optimize your performance across Google Cloud, you can set up the following additional services:
Access Active Assist recommendations
Receive tailored usage recommendations and insights for Google Cloud products and use the Recommender API to manage your Support experience at scale.
Optionally, use Active Assist to optimize how you use the Recommender.
To review recommendations, you can use the Recommender Hub in the Google Cloud console or enable the Recommender API to automate your recommendations.
As an Enhanced Support customer, you have a full Recommender API quota. You can download large data sets with BigQuery Export to process and analyze information related to your Google Cloud instances.
Enable the Cloud Support API
To enable and use the Cloud Support API, you must be allowlisted. To request access to the Cloud Support API, complete the Cloud Support API Allowlist form or contact a Technical Account Advisor (TAA).
After you get access, the Customer Care team provides step-by-step instructions to set up the API in the latest user guide.
To learn more about Cloud Support API, visit the reference documentation.
Utilize Third-Party Technology Support
If you work with multiple technology providers, you can file support cases to set up, configure, and troubleshoot your support experiences across third-party services.
For details about providers and support approaches, visit Third-Party Technology Support.
Purchase Value Add Services
As an Enhanced Support customer, you expand your support capabilities by purchasing the following additional services, known as Value Added Services.
Technical Account Advisor Service (TAAS)
Technical Account Advisor Service (TAAS) guides you through your onboarding experience to Google Cloud and helps you to optimize and enable your Cloud strategy and operations. To find out more about this Value Add Service, see the Enhanced Support overview. To learn about pricing or to purchase TAAS, contact sales.
Assured Support delivers an essential layer of compliance by restricting support services for Assured Workloads, to address personnel meeting geographical location and personnel-based attributes requirements.
Assured Support is available for Premium Support and Enhanced Support customers in the US, EU, and Canada (CAN).
For the list of products and services that are supported by Assured Workloads, see Supported products by compliance regime.
For US-based organizations, Assured Support enables compliance requirements for FedRAMP High, IL4, and CJIS. For organizations based in EU or CAN, Assured Support enables compliance controls for personnel attributes and geographic location.
Contact sales or your TAM to purchase Assured Support.
- Create or manage support cases.
- Follow best practices for working with Customer Care.
- Learn about the language support and working hours for Customer Care when you submit a support case.