This document explains the different generations of Google Cloud support, the default services, and frequently asked questions regarding the shutdown of legacy services.
Overview
As customers of all sizes continue to scale their operations on Google Cloud, Google Cloud continues to re-imagine its support services to accommodate their growing needs. To provide better services and solutions, Google Cloud released three generations of Support, improving with every new generation:
- Metallic: Silver, Gold, and Platinum
- Role-Based and Enterprise: Role-Based Development, Role-Based Production, and Enterprise
- Customer Care: Standard, Enhanced, and Premium
The Metallic, Role-Based, and Enterprise services are no longer available for sale. Google Cloud continues to support customers subscribed to these legacy support services until their shutdown dates.
Meanwhile, Google Cloud encourages customers to transition to the Customer Care portfolio.
Shutdown dates
After a support service has officially shut down, the Google Cloud no longer supports the service. If you have not transitioned to Customer Care by the relevant shutdown date, you will no longer have access to Technology Support. Any customers who had active cases at the time of the deprecation can only access cases and continue to interact with support personnel by purchasing a Customer Care service.
The following table lists the current support service shutdown schedules:
| Support service | Shutdown date |
|---|---|
| Platinum | December 1, 2021 |
| Enterprise | December 1, 2021 |
| Gold | May 31, 2022 |
| Role-Based Production | May 31, 2022 |
| Silver | May 31, 2022 |
| Role-Based Development | May 31, 2022 |
| Free Trial Technical Support (Chat) | June 15, 2022 |
Replacement options
The Google Cloud Customer Care portfolio provides tailored support services designed to address all of your needs, from simple technical assistance to platform stability and increased operational efficiencies.
There are three core services: Standard, Enhanced, and Premium Support. All three deliver a variety of response times and services like Active Assist Recommender API and Third-Party Technology Support. Advanced features such as Technical Account Management and Operational Health Reviews are also available. Customers can purchase Value Add Services to benefit from more proactive engagement, faster response times, and expanded support capabilities.
To learn more, see the overview pages for each service:
- Standard Support overview and pricing
- Enhanced Support overview and pricing
- Premium Support overview and pricing
The Customer Care portfolio replaces our legacy support services: Silver, Gold, Platinum, Role-Based, and Enterprise Support. If you are interested in finding out about how your current service matches up with the new portfolio of services, use the following table to guide you through the three generations of Google Cloud support:
| Support generation | Workloads under development | Workloads under production | Business-critical workloads production |
|---|---|---|---|
| Metallic (First generation) | Silver | Gold | Platinum |
| Role-Based and Enterprise (Second generation) | Role-Based Development | Role-Based Production | Enterprise |
| Customer Care (Third generation) | Standard | Enhanced | Premium |
Case visibility post Deprecation
As of May 31, 2022, Silver Support, Gold Support, and Role-Based Support were shutdown. All Silver and Gold Support direct customers (excluding partners) were moved to Bronze Support (billing only) and Role-Based support customers were moved to Basic support, which also includes only billing support. To file new technical support cases, all customers need to sign up for a Customer Care service. Any customers who had active cases at the time of the deprecation can only access cases and continue to interact with support personnel by purchasing a Customer Care service.
For more information, see:
- Shutdown FAQs
- How to purchase Standard Support
- How to purchase Enhanced Support
- How to purchase Premium Support
Sign up to Customer Care
Learn about services available in the Customer Care portfolio and choose the one that fits your needs:
- Purchase and set up Standard Support
- Purchase and set up Enhanced Support
- To get started with Premium Support, contact sales.
Frequently asked questions (FAQs)
Transitioning to the Customer Care portfolio
Why is my support service being shut down?
The legacy support services (Silver, Gold, Platinum, Role-Based, and Enterprise Support) are being replaced by the three core Customer Care services: Standard, Enhanced, and Premium Support. The Customer Care portfolio aligns Google Cloud and Google Workspace services and delivers simplified pricing, proactive services, and unlimited contacts. The legacy support services are being shut down to ensure that all customers have the most up to date service.
What happens if I don't transition?
If your organization decides not to transition to a Customer Care service before the shutdown date, May 31, 2022, you will no longer have access to Tech Support.
Comparing the new services with the legacy services
What is the new Customer Care portfolio?
The Google Cloud Customer Care portfolio includes three foundational services: Standard, Enhanced, and Premium Support. Response times and services differ for each service. Customers can purchase Value Add Services to expand their support capabilities. Learn about the portfolio.
What's the difference between the legacy and the new services?
For legacy support customers, the number of users permitted access to support is limited or must be paid per user. Meanwhile, customers with any service from the Customer Care portfolio can have unlimited users access support.
In addition to their counterpart legacy support services:
- Standard Support includes Active Assist Recommendations and Cloud Support API.
- Enhanced Support includes Active Assist Recommendations, Third-Party Technology Support, Cloud Support API, and access to Value Add Services.
- Premium Support provides Active Assist Recommendations, Third-Party Technology Support Cloud Support API, Operational Health Reviews, Customer Aware Support, Event Management Services, training and new product reviews.
What are the Service Level differences between the new services and the legacy?
The following table shows the differences in Service Levels for each priority (P), with response times in minutes (mins) and hours (h).
| Silver | Role-Based Development | Standard | Gold | Role-Based Production | Enhanced | Platinum | Enterprise | Premium | |
|---|---|---|---|---|---|---|---|---|---|
| Technical Support Target Initial Response Times |
P1 - 4h P2 - 4h P3 - 8h P4 - 8h |
P2 - 4h P3 - 8h P4 - 8h |
P2 - 4h P3 - 8h P4 - 8h |
P1 - 1h P2 - 4h P3 - 8h P4 - 8h |
P1 - 1h P2 - 4h P3 - 8h P4 - 8h |
P1 - 1h P2 - 4h P3 - 8h P4 - 8h |
P1 - 15 mins P2 - 4h P3 - 8h P4 - 8h |
P1 - 15 mins P2 - 4h P3 - 8h P4 - 8h |
P1 - 15 mins P2 - 4h P3 - 8h P4 - 8h |
| Highest priority availability | Local business days | Local business days | Local business days | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
What is the service impact to me?
In addition to simplified pricing and unlimited contacts, Customer Care has more exclusive features than the legacy services. For more information about the new and improved proactive services, visit the Standard Support overview and Enhanced Support overview.
How do I find out what my current support service is?
You can find the level of support by visiting the Google Cloud console's Support page. Your support service is shown near the top of the Support Overview page.
Financing my Support
Why am I paying more for a similar service?
Customer Care not only has simplified pricing and unlimited contacts, it has more exclusive features than the legacy services. For more information about the new and improved proactive services, visit the Standard Support overview and Enhanced Support overview. Google Cloud's prices reflect the value of its core services and the additional services included with Customer Care. You can compare the prices of the services with the following calculators:
How much will I pay in 2022?
Standard Support costs a $29.00 base fee plus 3% of your monthly charges. To calculate the cost to your organization, use the Standard Support calculator.
Enhanced Support costs a $500.00 base fee plus 3% of your monthly charges. To calculate the cost to your organization, use the Enhanced Support calculator.
How can I get technical support after the Free Trial technical support is no longer available?
You can continue to use Billing and Admin support. For technical support, purchase a support service from the Customer Care portfolio.
Useful resources
If you need further assistance, contact Customer Care.
- Customer Care portfolio overview
- Standard Support overview
- Enhanced Support overview
- Premium Support overview
- Purchasing and setting up Standard Support
- Purchasing and setting up Enhanced Support