Managing your cloud investments using multiple cloud providers and applications can require complex troubleshooting. Cloud Support provides third-party technology support to help you resolve multi-vendor issues such as organization setup, configuration, and troubleshooting. The Google Cloud Support team, combined with partner support relationships, collaborates with you while troubleshooting issues.
Three tiers of Support
Third-party technology support is delivered in three tiers:
- Collaborative Support
- Workload Centric Support
- Third-Party Software Support
You receive the tier of support according to the Google Cloud Support team's relationship with the third-party and your support relationship with the third-party.
Google Cloud partners with other companies to create a joint Support Agreement where customers can open cases with either company. In this tier, Cloud Support works directly with the third-party support team to investigate and resolve your request. Google Cloud has built workflow processes that allow for collaborative support experiences including, but not limited to, these offerings:
- NetApp Cloud Volumes for Google Cloud
- IBM Power for Google Cloud
- F5 Networks BIG-IP as used with Anthos products
For example, if you have a support relationship with F5 Networks BIG-IP and submit a Cloud Support case for the configuration, Cloud Support can work directly with the F5 support team to investigate your request.
Google Cloud has expertise in a variety of third-party technologies and can assist with the setup, configuration, and troubleshooting of those technologies. In some cases, Cloud Support may refer you to the appropriate vendor for more assistance. This workload includes, but is not limited to, SAP.
For example, Cloud Support has experience with SAP and can provide in-depth assistance troubleshooting your support request. If Support is unable to resolve the issue, they can refer you to the third-party for more assistance.
Google Cloud provides commercially reasonable assistance with installation, configuration, and troubleshooting of third-party software. In some cases, when Cloud Support doesn't have dedicated skilled experts, they may refer you to the appropriate vendor for more assistance. This includes, but is not limited to, the following third-party products that work with Google Cloud: