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 tiers of support
Third-party Technology Support is delivered in three tiers:
- Collaborative support
- Workload centric support
- Third-party support
You receive the tier of support according to the Customer Care 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 experience. 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
- Dell Technologies - PowerScale for Google Cloud
- DataStax Astra on Google Cloud
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.
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: