支援服務正式關閉後， Google Cloud 就不再支援該服務。如果您未在相關停用日期前改用客戶服務，將無法再使用技術支援服務。在停用服務時，凡是擁有有效案件的客戶，只能購買客戶服務服務，才能存取案件並繼續與支援人員互動。
下表列出目前支援服務的停止使用時間表：
支援服務
停用日期
白金級
2021 年 12 月 1 日
Enterprise
2021 年 12 月 1 日
金色
2019 年 5 月 31 日
依角色提供實際工作環境支援
2019 年 5 月 31 日
銀色
2019 年 5 月 31 日
依角色提供開發支援
2019 年 5 月 31 日
免費試用技術支援 (即時通訊)
2022 年 6 月 15 日
取代選項
Google Cloud Customer Care 產品組合提供專屬支援服務，可滿足您所有需求，從簡單的技術協助到平台穩定性，以及提高作業效率。
我們提供三種核心服務：標準、進階和 Premium 支援服務。這三項服務都提供各種回應時間和服務，例如 Active Assist Recommender API 和第三方技術支援。您也可以使用進階功能，例如客戶技術管理和作業健康狀態審查。客戶可以購買加值服務，享有更積極的互動、更快的回應時間和更多支援功能。
舊版支援服務 (白銀級、爍金級、白金級、依角色提供支援和企業支援) 將由三項核心客戶服務取代：Standard、Enhanced 和 Premium 支援服務。Customer Care 服務組合 Google Cloud 與 Google Workspace 服務相輔相成，提供簡化的定價、主動式服務和無上限的聯絡人。我們將關閉舊版支援服務，確保所有客戶都能享有最新服務。
[[["容易理解","easyToUnderstand","thumb-up"],["確實解決了我的問題","solvedMyProblem","thumb-up"],["其他","otherUp","thumb-up"]],[["難以理解","hardToUnderstand","thumb-down"],["資訊或程式碼範例有誤","incorrectInformationOrSampleCode","thumb-down"],["缺少我需要的資訊/範例","missingTheInformationSamplesINeed","thumb-down"],["翻譯問題","translationIssue","thumb-down"],["其他","otherDown","thumb-down"]],["上次更新時間：2025-09-04 (世界標準時間)。"],[],[],null,["# Manage support for legacy services\n\nThis document explains the different generations of Google Cloud support,\nthe default services, and frequently asked questions regarding the shutdown of\nlegacy services.\n\nOverview\n--------\n\nAs customers of all sizes continue to scale their operations on Google Cloud,\nGoogle Cloud continues to re-imagine its support services to accommodate\ntheir growing needs. To provide better services and solutions,\nGoogle Cloud released three generations of Support, improving with every\nnew generation:\n\n- **Metallic**: Silver, Gold, and Platinum\n- **Role-Based and Enterprise**: Role-Based Development, Role-Based Production, and Enterprise\n- **Customer Care**: Standard, Enhanced, and Premium\n\nThe Metallic, Role-Based, and Enterprise services are no longer available for\nsale. Google Cloud continues to support customers subscribed to these\nlegacy support services until their shutdown dates.\n\nMeanwhile, Google Cloud encourages customers to transition to the\n[Customer Care portfolio](/support).\n\nShutdown dates\n--------------\n\nAfter a support service has officially shut down, the Google Cloud no\nlonger supports the service. If you have not transitioned to Customer Care\nby the relevant shutdown date, you will no longer have access to Technology\nSupport. Any customers who had active cases at the time of the deprecation can\nonly access cases and continue to interact with support personnel by purchasing\na Customer Care service.\n\nThe following table lists the current support service shutdown schedules:\n\n| **Note:** To get technical support during your Google Cloud Free Trial, upgrade to a support service from the [Customer Care portfolio](https://cloud.google.com/support).\n\nReplacement options\n-------------------\n\nThe Google Cloud Customer Care portfolio provides tailored\nsupport services designed to address all of your needs, from simple technical\nassistance to platform stability and increased operational efficiencies.\n\nThere are three core services: Standard, Enhanced, and Premium Support. All\nthree deliver a variety of response times and services like Active Assist\nRecommender API and Third-Party Technology Support. Advanced features such as\nTechnical Account Management and Operational Health Reviews are also available.\nCustomers can purchase Value Add Services to benefit from more proactive\nengagement, faster response times, and expanded support capabilities.\n\nTo learn more, see the overview pages for each service:\n\n- [Standard Support overview](/support/docs/standard) and [pricing](/support/docs/standard#pricing)\n- [Enhanced Support overview](/support/docs/enhanced) and [pricing](/support/docs/enhanced#pricing)\n- [Premium Support overview](/support/docs/premium) and [pricing](/support/docs/premium#pricing)\n\nThe Customer Care portfolio replaces our legacy support services:\nSilver, Gold, Platinum, Role-Based, and Enterprise Support. If you are interested\nin finding out about how your current service matches up with the new portfolio\nof services, use the following table to guide you through the three generations of\nGoogle Cloud support:\n\nCase visibility post Deprecation\n--------------------------------\n\nAs of May 31, 2022, [Silver Support, Gold Support, and Role-Based Support were shutdown](/support/docs/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](https://cloud.google.com/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.\n\nFor more information, see:\n\n- [Shutdown FAQs](/support/docs/shutdown#frequently_asked_questions_faqs)\n- [How to purchase Standard Support](/support/docs/purchasing-setting-up-standard)\n- [How to purchase Enhanced Support](/support/docs/purchasing-setting-up-enhanced)\n- [How to purchase Premium Support](/support/docs/premium)\n\nSign up to Customer Care\n------------------------\n\nLearn about services available in the [Customer Care portfolio](/support)\nand choose the one that fits your needs:\n\n- [Purchase and set up Standard Support](/support/docs/purchasing-setting-up-standard)\n- [Purchase and set up Enhanced Support](/support/docs/purchasing-setting-up-enhanced)\n- To get started with Premium Support, [contact sales](/sales).\n\nFrequently asked questions (FAQs)\n---------------------------------\n\n### Transitioning to the Customer Care portfolio\n\n**Why is my support service being shut down?**\n\nThe legacy support services (Silver, Gold, Platinum, Role-Based, and Enterprise\nSupport) are being replaced by the three core Customer Care services:\nStandard, Enhanced, and Premium Support. The Customer Care portfolio\naligns Google Cloud and Google Workspace services and delivers simplified\npricing, proactive services, and unlimited contacts. The legacy support services\nare being shut down to ensure that all customers have the most up to date\nservice.\n\n**What happens if I don't transition?**\n\nIf your organization decides not to transition to a Customer Care\nservice before the shutdown date, May 31, 2022, you will no longer have access\nto Tech Support.\n\n### Comparing the new services with the legacy services\n\n**What is the new Customer Care portfolio?**\n\nThe Google Cloud Customer Care portfolio includes three\nfoundational services: Standard, Enhanced, and Premium Support. Response times\nand services differ for each service. Customers can purchase Value Add Services\nto expand their support capabilities. [Learn about the portfolio](/support).\n\n**What's the difference between the legacy and the new services?**\n\nFor legacy support customers, the number of users permitted access to support is\nlimited or must be paid per user. Meanwhile, customers with any service from\nthe Customer Care portfolio can have unlimited users access support.\n\nIn addition to their [counterpart legacy support services](#replacement_options):\n\n- Standard Support includes Active Assist Recommendations and Cloud Support API.\n- Enhanced Support includes Active Assist Recommendations, Third-Party Technology Support, Cloud Support API, and access to Value Add Services.\n- 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.\n\n**What are the Service Level differences between the new services and the legacy?**\n\nThe following table shows the differences in Service Levels for each priority (P),\nwith response times in minutes (mins) and hours (h).\n\n**What is the service impact to me?**\n\nIn addition to simplified pricing and unlimited contacts, Customer Care\nhas more exclusive features than the legacy services. For more information about\nthe new and improved proactive services, visit the [Standard Support overview](/support/docs/standard)\nand [Enhanced Support overview](/support/docs/enhanced).\n\n**How do I find out what my current support service is?**\n\nYou can find the level of support by visiting the [Google Cloud console](https://console.cloud.google.com/)'s **Support**\npage. Your support service is shown near the top of the **Support Overview**\npage.\n\n### Financing my Support\n\n**Why am I paying more for a similar service?**\n\nCustomer Care not only has simplified pricing and unlimited contacts,\nit has more exclusive features than the legacy services. For more information\nabout the new and improved proactive services, visit the [Standard Support\noverview](/support/docs/standard) and [Enhanced Support overview](/support/docs/enhanced).\nGoogle Cloud's prices reflect the value of its core services and the additional\nservices included with Customer Care. You can compare the prices of the\nservices with the following calculators:\n\n- [Standard Support calculator](/products/calculator#tab=standard-support)\n- [Enhanced Support calculator](/products/calculator#tab=enhanced-support)\n- [Premium Support calculator](/products/calculator#tab=premium-support)\n\n**How much will I pay in 2022?**\n\nStandard Support costs a $29.00 base fee plus 3% of your monthly charges.\nTo calculate the cost to your organization, use the [Standard Support calculator](/products/calculator#tab=standard-support).\n\nEnhanced Support costs a $500.00 base fee plus 3% of your monthly charges.\nTo calculate the cost to your organization, use the [Enhanced Support calculator](/products/calculator#tab=enhanced-support).\n\n**How can I get technical support after the Free Trial technical support is no\nlonger available?**\n\nYou can continue to use Billing and Admin support. For technical support, purchase\na support service from the\n[Customer Care portfolio](https://cloud.google.com/support).\n\nUseful resources\n----------------\n\nIf you need further assistance, contact [Customer Care](https://cloud.google.com/contact).\n\n- [Customer Care portfolio overview](/support)\n- [Standard Support overview](/support/docs/standard)\n- [Enhanced Support overview](/support/docs/enhanced)\n- [Premium Support overview](/support/docs/premium)\n- [Purchasing and setting up Standard Support](/support/docs/purchasing-setting-up-standard)\n- [Purchasing and setting up Enhanced Support](/support/docs/purchasing-setting-up-enhanced)"]]
