Standard Support overview

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This page explains the features of Standard Support.

Standard Support is a paid Support offering recommended for small to medium organizations with workloads under development looking to begin their support journey. This offering helps you troubleshoot, test, and explore Google Cloud.

To purchase Standard Support, see Purchasing and setting up Standard Support.

Features

The following sections describe the features that come with your Standard Support offering.

Support cases

As an Standard Support customer, you engage with Customer Care by creating support cases in the Google Cloud console.

You can add an unlimited amount of users to your Standard Support offering. You manage your users' level of support access using Identity and Access Management (IAM). For details about managing IAM roles and permissions, visit Access control.

When managing support cases as an Standard Support customer, you have access to the following features:

  • Response SLO: For Priority 2 (P2) support cases, receive the first meaningful response within 4 hours, in local business hours.
  • Channels: Submit a support case in the Google Cloud console and follow up by email.
  • Availability: Receive support during local business hours, Monday to Friday.
  • Language support: Request support in English.

To create and manage support cases, visit Managing cases.

You can also create and manage support cases using the Cloud Support API.

For details on Customer Care availability, visit Language Support and Working Hours.

Active assist recommendations

Receive recommendations and insights to help optimize your Google Cloud resources for cost, security, performance, and manageability. You can access the recommendations through the Google Cloud console. To learn more about active assist recommendations, visit the Recommender documentation.

Pricing

The monthly charges for Google Cloud Customer Care include a base service fee plus a variable fee per organization. Standard Support has a fixed base service fee of $29 per month and a variable fee of 3% of monthly charges. Monthly support charges are calculated as a percentage of Total Cost as reflected in your monthly bill after applicable discount programs (not including certain usage and/or spend based discounts and credits, which are taken out after the support fee is calculated).

The charges for certain Google Cloud services, such as 3rd Party Google Cloud Marketplace Spend, Google Cloud Learning Services, and Cloud Consulting Services are not included in the Google Cloud Customer Care Support variable fee calculation.

Standard Support is a monthly subscription that auto-renews until canceled. If you cancel your Google Cloud Customer Care Support subscription within the calendar month, you will receive and be charged for Support for the remainder of the calendar month. Google Cloud reserves the right to refuse to provide Support to any customer that frequently signs up for and then cancels Google Cloud Customer Care Support.

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