Enhanced Support
Designed to provide fast response times, a robust set of services, and the technical support necessary for workloads in production.
Ideal for workloads in production, with 1-hour response time
Unlimited 24/7 support access in multiple channels and languages
Systems and services that boost your productivity and efficiency
Ability to further tailor your experience with Value-Add Services
Key features
Boost your productivity and efficiency, and have more opportunities to contact Support
Case escalation: increased attention when you need it
Escalate cases that have a growing impact on your business, ensuring you have additional attention and resources dedicated to fixing the issue.
Third-Party Technology Support: help with multiple technologies
You can rely on our technical experts, who are skilled in diagnosing and troubleshooting issues, regardless of the origin.
APIs: programmatically manage your Google Cloud operations
Cloud Support API: Connect your case management system to maintain a single system of record and cascade changes to and from Google Cloud.
Active Assist Recommender API: Adopt ML-powered recommendations at scale, build powerful integrations, and create reports for all the recommendations in your organization.
Value-Add Services: tailored to your business needs
Technical Account Advisor Service: Delivers proactive technical guidance that empowers you from onboarding, to optimizing cloud operations, from experts who are invested in your organization’s success.
Planned Event Support: Get system readiness for successful peaks events, quick tech support responses during the event, and reach your strategic business goals.
Assured Support: Delivers the essential compliance controls for regulatory governance.
See Purchasing and Signing up for Enhanced Support for guidance.
Customers
Learn about our customers' experiences with Enhanced Support
Our expectations were surpassed with the addition of Enhanced Support, because it has provided us with a top notch, easy to onboard, streamlined, and very efficient experience.
Wade Williams, Chief Technology Officer, Order My Gear
The Customer Care portfolio
Basic Support is included for all Google Cloud customers, and provides access to documentation, community support, Cloud Billing Support, and Active Assist Recommendations.
Standard Support
Ideal for workloads under development, with unlimited access to tech support. Kickstart with Google Cloud: Troubleshoot, test, and explore.
Enhanced Support
Designed for workloads in production, with fast response times. Robust support with additional services to optimize your experience.
Premium Support
Designed for enterprises with critical workloads, with the fastest response time, Customer Aware Support, and a named Technical Account Manager.
Pricing
Pricing
Minimum spend of $29.00
- or -
3% of monthly Cloud charges.
Charges will be at least the minimum charge of $29.00 or the result of the calculation, whichever is higher.
Minimum spend of $100.00
- or -
10% of monthly Cloud charges for the first $0 - $10K
7% of monthly Cloud charges from $10K - $80K
5% of monthly Cloud charges from $80K - $250K
3% of monthly Cloud charges over $250K
Charges will be at least the minimum charge of $100.00 or the result of the calculation, whichever is higher.
Minimum spend of $15,000.00
- or -
10% of monthly Cloud charges for the first $0 - $150K
7% of monthly Cloud charges from $150K - $500K
5% of monthly Cloud charges from $500K - $1M
3% of monthly Cloud charges over $1M
Charges will be at least the minimum charge of $15,000.00 or the result of the calculation, whichever is higher.
P2 cases: 4 hours
P3 cases: 8 hours
P4 cases: 8 hours
P1 cases: 1 hour
P2 cases: 4 hours
P3 cases: 8 hours
P4 cases: 8 hours
P1 cases: 15 minutes
P2 cases: 2 hours
P3 cases: 4 hours
P4 cases: 8 hours
8/5 response for high-impact issues
24/7 response for high- and critical-impact issues
24/7 response for high- and critical-impact issues
English
English, Japanese, Mandarin Chinese, Korean and French
English, Japanese, Mandarin Chinese, Korean and French
Multi-channel billing and technical support
Multi-channel billing and technical support
Available with TAAS
Value-Add Services available for additional purchase
Value-Add Services available for additional purchase
Standard Support
Ideal for workloads under development, with unlimited access to tech support. Kickstart with Google Cloud: Troubleshoot, test, and explore.
Pricing
Minimum spend of $29.00
- or -
3% of monthly Cloud charges.
Charges will be at least the minimum charge of $29.00 or the result of the calculation, whichever is higher.
P2 cases: 4 hours
P3 cases: 8 hours
P4 cases: 8 hours
8/5 response for high-impact issues
English
Multi-channel billing and technical support
Value-Add Services available for additional purchase
Enhanced Support
Designed for workloads in production, with fast response times. Robust support with additional services to optimize your experience.
Pricing
Minimum spend of $100.00
- or -
10% of monthly Cloud charges for the first $0 - $10K
7% of monthly Cloud charges from $10K - $80K
5% of monthly Cloud charges from $80K - $250K
3% of monthly Cloud charges over $250K
Charges will be at least the minimum charge of $100.00 or the result of the calculation, whichever is higher.
P1 cases: 1 hour
P2 cases: 4 hours
P3 cases: 8 hours
P4 cases: 8 hours
24/7 response for high- and critical-impact issues
English, Japanese, Mandarin Chinese, Korean and French
Multi-channel billing and technical support
Available with TAAS
Value-Add Services available for additional purchase
Premium Support
Designed for enterprises with critical workloads, with the fastest response time, Customer Aware Support, and a named Technical Account Manager.
Pricing
Minimum spend of $15,000.00
- or -
10% of monthly Cloud charges for the first $0 - $150K
7% of monthly Cloud charges from $150K - $500K
5% of monthly Cloud charges from $500K - $1M
3% of monthly Cloud charges over $1M
Charges will be at least the minimum charge of $15,000.00 or the result of the calculation, whichever is higher.
P1 cases: 15 minutes
P2 cases: 2 hours
P3 cases: 4 hours
P4 cases: 8 hours
24/7 response for high- and critical-impact issues
English, Japanese, Mandarin Chinese, Korean and French
Multi-channel billing and technical support
Value-Add Services available for additional purchase
Pricing
Google Cloud Customer Care services pricing
The monthly charges for Google Cloud Customer Care include a minimum fee or tiered variable fee per organization, use the Google Cloud Pricing Calculator.
Purchase Standard Support or purchase Enhanced Support. Contact sales to purchase Premium Support.
Basic Support | Standard Support | Enhanced Support | Premium Support |
|---|---|---|---|
Multi-channel billing support, included | Minimum spend of $29.00 - or - 3% of monthly Cloud charges. Charges will be at least the minimum charge of $29.00 or the result of the calculation, whichever is higher. | Minimum spend of $100.00 - or - 10% of monthly cloud charges for the first $0 - $10K 7% of monthly Cloud charges from $10K - $80K 5% of monthly Cloud charges from $80K - $250K 3% of monthly Cloud charges over $250K Charges will be at least the minimum charge of $100.00 or the result of the calculation, whichever is higher. | Minimum spend of $15,000.00 - or - 10% of monthly cloud charges for the first $0 - $150K 7% of monthly Cloud charges from $150K - $500K 5% of monthly Cloud charges from $500K - $1M 3% of monthly Cloud charges over $1M Charges will be at least the minimum charge of $15,000.00 or the result of the calculation, whichever is higher. |
*Pricing subject to change
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