Getting support with Cloud Customer Care

If you are a Google Cloud or Google Workspace customer, you can purchase one of Cloud Customer Care's support offerings and request help directly from the team for technical and billing issues.

Support offerings overview

If you are a Google Cloud customer, you can choose from the following support offerings:

  • Basic Support
  • Standard Support
  • Enhanced Support
  • Premium Support

If you are a Google Workspace customer, you receive free technical support with your licenses and can purchase Enhanced or Premium Support. For details about purchasing an offering for Google Workspace, see Google Workspace's Cloud Customer Care offerings.

Basic Support

Basic Support is included for all Google Cloud customers. With Basic Support, you have access to our support product documentation, community support, and support for Cloud Billing issues.

Standard Support

Standard Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests. The Standard Support offering is designed for small to medium organizations with workloads under development. With Standard Support, you have access to Active Assist recommendations and receive 4-hour response times for Priority 2 (P2) cases.

To learn about this offering, see the Standard Support overview.

Enhanced Support

Enhanced Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests. The Enhanced Support offering is designed for medium to large companies that are looking for faster response times and additional services to run their Cloud workloads in production. With Enhanced Support, you have access to intelligent services, such as the Cloud Support API, Third-Party Technology Support, and Recommender.

To learn about this offering, see the Enhanced Support overview.

Premium Support

Premium Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, feature requests, and more. You also have Customer Aware Support and are assigned a Technical Account Manager.

This support offering is available to Google Cloud and Google Workspace customers.

To learn about the features of this offering, see the Premium Support overview.

Legacy support offerings

If you have Role-Based, Enterprise, Silver, Gold or Platinum Support, you must transition to Basic, Standard, Enhanced, or Premium Support. For details about legacy offerings, visit Support offerings shutdown.

For steps on transitioning from a legacy support offer, see the following guides:

Deciding on the right support offering

We highly recommend that you have support set up before you need it. Compare support offerings.

To find the level of support you currently have for Google Cloud:

  1. Sign in to the Google Cloud Console Support page.

    Sign in to Cloud Console Support page

  2. Your support offering is shown near the top of the Support page.

How to sign up for a support offering

If you're a Google Workspace customer, only Super Administrators can change the selected support offering.

If you're a Google Cloud customer, only Organization Administrators can change the selected support offering, since it will apply to all projects linked to your current Cloud Billing account. For more information, see Access control.

Alternatively, you can contact an Organization Administrator about signing up for a support offering. An Organization Administrator can review the support offerings and sign up.

To sign up for a support offering, see the following:

Contacting technical support

After you've signed up, you are ready to start using support.

For Standard, Enhanced and Premium Support, learn how to manage support cases.

For information about support availability and response times, refer to Language Support and Working Hours, the Technical Support Services Guidelines, and Google Workspace Support Guidelines.

Learn about service disruptions

For a list of all known service disruptions, see the Google Cloud Status Dashboard. You can also subscribe to the Google Cloud Incidents JSON Feed or RSS Feed for push updates.