Support offerings shutdown

This document explains the different generations of Google Cloud support, the default offerings, and frequently asked questions regarding the shutdown of legacy offerings.

Overview

As customers of all sizes continue to scale their operations on Google Cloud, Google Cloud continues to re-imagine its support offerings 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 offerings are no longer available for sale. Google Cloud continues to support customers subscribed to these legacy support offerings until their shutdown dates.

Meanwhile, Google Cloud encourages customers to transition to the Customer Care portfolio. Learn about the Customer Care portfolio offerings.

Shutdown dates

After a support offering has officially shut down, the Google Cloud no longer supports the offering. If you have not transitioned to Customer Care by the relevant shutdown date, you will no longer have access to Technology Support.

The following table lists the current support offering shutdown schedules:

Support offering Shutdown date Details
Platinum December 1, 2021 To transition to Premium Support, contact your Technical Account Manager or account team.
Enterprise December 1, 2021 To transition to Premium Support, contact your Technical Account Manager or account team.
Gold May 31, 2022 Visit Transitioning from Silver or Gold Support.
Role-Based Production May 31, 2022 Visit Transitioning from Role-Based Support.
Silver May 31, 2022 Visit Transitioning from Silver or Gold Support.
Role-Based Development May 31, 2022 Visit Transitioning from Role-Based Support.

Replacement options

The Google Cloud Customer Care portfolio provides tailored support offerings designed to address all of your needs, from simple technical assistance to platform stability and increased operational efficiencies.

There are three core offerings: 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 offering:

The Customer Care portfolio replaces our legacy support offerings: Silver, Gold, Platinum, Role-Based, and Enterprise Support. If you are interested in finding out about how your current offering matches up with the new portfolio of offerings, use the table below 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

Transition to Customer Care

If you're a new support customer,

Learn about the Customer Care portfolio and choose whether to purchase and get started with a support offering:

If you're an existing support customer, verify your current support subscription and decide which Customer Care offering is right for your business. This playbook (PDF) and video can guide you through your journey.

Frequently asked questions (FAQs)

Transitioning to the Customer Care portfolio

Why is my support offering being shut down?

The legacy support offerings (Silver, Gold, Platinum, Role-Based, and Enterprise Support) are being replaced by the three core Customer Care offerings: Standard, Enhanced, and Premium Support. The Customer Care portfolio aligns Google Cloud and Google Workspace offerings and delivers simplified pricing, proactive services, and unlimited contacts. The legacy support offerings are being shut down to ensure that all customers have the most up to date offering.

Why do I need to transition from Metallic or Role-Based Support?

Metallic and Role-Based Support offerings will be shut down on May 31, 2022. In order to resume the support services, please transition to the default offerings in the Customer Care portfolio.

What happens if I don't transition?

If your organization decides not to transition to a Customer Care offering before the shutdown date, May 31, 2022, you will no longer have access to Tech Support.

How much time do I have to transition to a Customer Care offering?

You have until December 1, 2021 to complete your transition from Platinum or Enterprise Support.

You have until May 31, 2022 to complete your transition from Silver, Gold, or Role-Based Development and Role-Based Production Support.

What are the Customer Care offerings that I should transition to?

The paid Customer Care offerings that you can transition to are Standard, Enhanced, and Premium Support. Read about the features and services included in the Customer Care offerings to find which offering best suits you.

How do I get started with the transition?

After you've read the Customer Care portfolio and decided which offering best suits your business's needs, check your current support subscription and decide which route to take:

If you currently have Platinum or Enterprise Support and are interested in Premium Support, connect with your TAM or account team to start your transition.

Comparing the new offerings with the legacy offerings

What is the new Customer Care portfolio?

The Google Cloud Customer Care portfolio includes three foundational offerings: Standard, Enhanced, and Premium Support. Response times and services differ for each offering. 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 offerings?

For legacy support customers, the number of users permitted access to support is limited or must be paid per user. Meanwhile, customers with any offering from the Customer Care portfolio can have unlimited users access support.

In addition to their counterpart legacy support offerings:

  • Standard Support includes Active Assist Recommendations.
  • 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 offerings 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 hours Local business hours Local business hours 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 offerings. 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 offering is?

You can find the level of support by visiting the Google Cloud Console's Support page. Your support offering 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 offerings. 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 offerings and the additional services included with Customer Care. You can compare the prices of the offerings with the following calculators:

How much will I pay in 2022?

Standard Support costs a $29.00 base fee plus 3% of your net spend per month. To calculate the cost to your organizationUse the Standard Support calculator.

Enhanced Support costs a $500.00 base fee plus 3% of your net spend per month. To calculate the cost to your organization, use the Enhanced Support calculator.

Useful resources

If you need further assistance, submit an inquiry to the Customer Care team.