Role-Based Support

Role-Based Support enables you to configure access to Google Cloud Platform (GCP) support on a per-user basis. When you use Role-Based Support, you get more predictable rates and a flexible configuration, and support case management is integrated into Google Cloud Platform Console. User management is built with Cloud Identity and Access Management for enterprise-grade access controls.

Learn more about Role-Based Support.

Enabling Role-Based Support for an organization

An organization resource is required to enable Role-Based Support. For information on how to create or manage an organization, see Creating and Managing Organizations.

Organization Admins can enable Role-Based Support for their GCP organization from the Support page of GCP Console. Learn More.

Enabling Role-Based Support involves requesting a new support account for your organization and then choosing which billing account will fund support. The new support account contains all of your support cases and role assignments.

To enable Role-Based Support:

  1. Log into GCP Console as an organization Admin.
  2. Select the organization for which you want to enable Role-Based Support.
  3. Go to the Support page and open Cases.
  4. Click Enable, and then follow the on-screen prompts to complete the required steps.
  5. Submit your request.

Role-Based Support services

After you've created a new support account and Role-Based Support is enabled for your organization, you will be billed for support on a per-user basis. You can grant users in your organization access to support cases in the GCP Console anytime by assigning users a support role.

User management

Users can consist of a Support Account Administrator, and other support user roles like Basic, Development, and Production support.

Support Account Administrator role

The Support Account Administrator role grants a user the ability to manage an organization's support configuration. The Support Account Administrator is responsible for administering policies for the organization's support account, including:

  • Assigning new support users
  • Modifying roles for existing support users
  • Managing support billing

To add a Support Account Administrator:

  1. Log into GCP Console as an organization Admin.
  2. On the left side of the console, select IAM & Admin.
  3. Select Support > Support Account Administrator to assign the role to one or more users, groups, or the domain.

The Support Account Administrator can now assign roles to support users for the organization in the Support page of GCP.

Support user roles

Users in an organization with Role-Based Support enabled can manage support cases for the organization based on their assigned support role. All of the following support roles grant read access to all of the organization's support cases, with specific roles granting the ability to create and modify cases.

The following support roles are offered as part of Role-Based Support:

  • Basic (Free)

    • Read-only access to support cases.
  • Development ($100/month)

    • Create P2 cases - response within 4 business hours.
  • Production ($250/month)

    • Create P1 cases - response within 1 hour.

To assign support roles:

  1. Log into GCP Console as an organization Admin.
  2. Select the organization that has Role-Based Support enabled.
  3. Go to the Support page and open Settings.
  4. In the Support Roles tab, add, edit, or remove assigned support users.

Any user with an assigned support role can view the list of other support users for the organization under Support > Settings.

Case management

Most users with an assigned support role can manage cases by creating and editing cases for an organization from the Support page in the GCP Console.

Create a support case

To create a new support case:

  1. Log into GCP Console as a support user.
  2. Select the project for which you'd like to open a support case.
  3. Go to the Support page and open Cases.
  4. Click Create case.
  5. Complete the required fields and submit the form.

After you submit the form, you will be redirected to the Case page where you can comment on the case, upload file attachments, or modify case attributes. The support team will respond to the case based on its priority and the support role of the user at the time of creation.

Manage existing cases

To view existing support cases:

  1. Log into GCP Console as a support user.
  2. Select the organization with Role-Based Support enabled, or a project within the organization.
  3. Go to the Support page and open Cases.

The Cases page provides a list of your organization's support cases based on the selected resource. For example, if you select an organization, all cases for the organization are displayed. If you select a project, only the cases associated with that project are displayed.

To filter the list of cases, use Search or the filter controls.

To view or update a case:

  1. Click a case title to select it.
  2. If the case is open you can add comments, upload file attachments, or edit case attributes.
  3. If the case is closed less than 30 days ago, you can reopen it. Otherwise, to reactivate a closed case, you need to create a new support case.

View known issues

The Google Cloud Platform Support team posts information about known issues affecting GCP services as they arise. This information is available to users with the Development or Production role.

All users, regardless of support role, can access the Cloud Status Dashboard.

To view known issues:

  1. Log into GCP Console as a support user.
  2. Go to the Support page and open Cases.
  3. Select Known Issues.

Users with a Development or Production support role can create a linked case for any known issue to receive updates automatically.

If there are any open known issues that might be affecting your GCP services, you will also see a notification on the case creation page.

Contact phone support

Any user can contact phone support with billing or policy violation notification questions. Users with the Development or Production support role assigned can contact phone support with technical questions about projects within their organization.

To contact phone support:

  1. Log into GCP Console.
  2. Select the project for which you'd like support.
  3. Go to the Support page and open Phone Support.
  4. Select your current country and call the phone number provided.
  5. When prompted, enter the support PIN.

Billing

Any paid support role assignment immediately starts a 30 day minimum commitment. The billing account funding support is billed monthly for each assigned support role at the specified monthly rate.

Downgrades and termination

You can downgrade a user's support role assignment at any time.

  • If the role has been assigned for more than 30 days, you will begin paying the rate for the newly assigned support role immediately.
  • If the role has been assigned for less than 30 days, the role assignment will take effect immediately, but you will continue to pay for the previously assigned role until the 30 day minimum commitment as been met. Once the commitment has been met, you will begin to pay for the newly assigned role at the specified rate.

Upgrades

If you upgrade a support role before the end of the 30-day period, you will be billed at the prorated amount for the new role on the day of assignment until the end of the calendar month. The new role will auto-renew at the beginning of the next month.

Access Considerations

When granting roles to users, you should keep in mind the following access considerations.

Organization visibility

To access an organization's support account (and cases), any user with an assigned support role (including Support Account Administrators) must have permission to view the organization for the associated support account. You can assign the Organization Viewer role to a domain, a group, or a set of users at the organization level via IAM. Alternatively, assign a role that grants the resourcemanager.organizations.get permission.

Access to an organization's cases is global

You should be aware that any user with permission to view support cases for an organization's support account will be able to view all of the cases for that organization.

Google Cloud Support Center (GCSC) access

When Role-Based Support is enabled for an organization, cases are no longer accessible through the Google Cloud Support Center. The migrated support cases will be accessible only in the Google Cloud Platform Console.

Support cases for other Google products in GCSC will remain unchanged.

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