Third-Party Technology Support

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Managing your cloud investments using multiple cloud providers and apps can require complex troubleshooting. Cloud Customer Care provides Third-Party Technology Support to help you resolve multi-vendor issues such as organization setup, configuration, and troubleshooting. The Customer Care team, combined with partner support relationships, collaborates with you while troubleshooting issues.

Third-Party Technology Support is available to customers with Enhanced Support or Premium Support.

Three support approaches

There are three approaches to delivering Third-Party Technology Support:

  • Collaborative support
  • Workload centric support
  • Third-party support

You receive the support approach according to the Customer Care team's relationship with the third party and your support relationship with the third party.

Collaborative support

Google Cloud partners with other companies to create a joint support experience. Google Cloud has built workflow processes that allow for collaborative support experiences including, but not limited to, these offerings:

Workload centric support

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, Customer Care may refer you to the appropriate vendor for more assistance. This workload includes, but is not limited to, SAP.

Third-party Support

Google Cloud provides commercially reasonable assistance with installation, configuration, and troubleshooting of third-party software. In some cases, when Customer Care doesn't have dedicated skilled experts, they may refer you to the appropriate vendor for more assistance. This includes, but is not limited to: