Role-Based Support and Enterprise Support let you configure access to Google Cloud (Google Cloud) support for organizations. When you use Role-Based Support, you get more predictable rates and a flexible configuration. With Enterprise Support, you get our fastest case response times and you work directly with a dedicated Technical Account Management (TAM) contact who helps you execute a Google Cloud strategy.
To learn about setting up or upgrading basic support, see Getting Support.
Before you begin
Setting up your support
The following sections describe how to set up Role-Based Support and Enterprise Support.
To enable Role-Based Support for your Google Cloud organization, you
must be an Organization Administrator and a Billing Account
roles/billing.admin). You can enable Role-Based Support for
your Google Cloud organization from the
Support page of the Cloud Console.
Enabling Role-Based Support involves requesting a new support account for your organization and selecting a billing account to fund support. The new support account will contain all of your support cases and role assignments.
To enable Role-Based Support:
- Log into the Cloud Console as an Organization Administrator.
- Select the organization for which you want to enable Role-Based Support.
- Go to the Support page and open Cases.
- Click Enable, and then follow the on-screen prompts to complete the required steps.
- Submit your request.
To enable Enterprise Support for your organization, contact your Google Cloud Sales representative or use this form to initiate the process.
Learn more about the different Support plans.
After you've enabled Role-Based Support or Enterprise Support for your organization and your new support account is created, you will be able to start using Google Cloud Console.
The Support Account Administrator is a key role during the setup process and has the ability to grant users in your organization access to support cases in the Cloud Console anytime by assigning users a support role. You can select from four user roles: Basic, Development, Production, and Business Critical (Enterprise Support only).
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:
- Log into the Cloud Console as an Organization Administrator.
- On the left side of the console, select IAM & Admin.
- 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 Google Cloud.
See Using Predefined Roles to learn more about organization policies.
Support user roles
Users in an organization with Role-Based Support or Enterprise 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.
|Support Role||Access/Response time||Role-Based Support
(per user/per month)
(included with support package)
|Basic||Read-only access to support cases||Free||
|Development||Create P2 cases—response within 4 business hours||$100|
|Production||Create P1 cases—response within 1 hour||$250|
|Business Critical||Create P1 cases—response within 15 minutes||n/a|
For information about business hours and language support, see the Technical Support Services Guidelines.
To assign support roles:
- Log into Cloud Console as an Organization Administrator.
- Select the organization that has Role-Based Support or Enterprise Support enabled.
- Go to the Support page and open Settings.
- 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.
For support case management and how to view known issues with Google Cloud services, see Managing cases.
Contact phone support
Any user can contact phone support with billing or policy violation notification questions. Users with the Production or Business Critical support role assigned can contact phone support with technical questions about projects within their organization.
To contact phone support:
- Log into Cloud Console.
- Select the project for which you'd like support.
- Go to the Support page and open Phone Support.
- Select your current country and call the phone number provided.
- When prompted, enter the support PIN.
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.
The support account administrator can change the billing account that funds Role-Based Support in the Google Cloud Console on the Support Settings Billing page.
Support is billed on a monthly basis and is calculated as a tiered percentage spend of Google Cloud usage, with a minimum of $15,000, unless a contracted custom pricing arrangement is in place. There is a minimum commitment of 1 year for Enterprise Support.
To change the funding billing account, contact support.
Downgrades and termination (Role-Based Support only)
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.
For general information about closing you support account, see Close Your GCP Accounts.
Upgrades (Role-Based Support only)
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.
When granting roles to users, you should keep in mind the following access considerations.
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. Granting this role to a user lets that user see the organization in the Cloud Console without having access to view all resources in the organization.
You can assign the Organization Viewer role to a domain, a group, or a set of users at the organization level using IAM.
Alternatively, you can assign a role that grants the
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 access
For customers that have migrated from Silver, Gold, or Platinum Support, when Role-Based Support or Enterprise Support is enabled for an organization, cases are no longer accessible through the Google Cloud Support Center (GCSC). The migrated support cases will be accessible only in the Google Cloud Console.
Support cases for other Google products in GCSC will remain unchanged.