Premium Support
A tailored, proactive service that fulfills your needs rapidly. Keep informed, engaged, and have seamless interactions with Google Cloud experts.
24/7, 15-minute initial response time for business-critical issues
Proactive guidance from a named Technical Account Manager
Customer Aware Support: awareness of your architecture and projects, to quickly solve issues
Ability to further tailor your experience with Value-Add Services
Key features
You at the center of your support experience
Experience world-class technical guidance
Boost your workloads with proactive expert guidance from a named Technical Account Manager.
Get frequent health checkups for your cloud infrastructure
Measure progress and proactively address possible roadblocks to your business objectives with Operational Health Reviews.
Gain readiness for your events, launches, and migrations
Plan, test, and execute major activities on your workloads with Event Management Service.
Tailor support to meet your needs with Value-Add Services
Advance business goals with Value-Add Services, as additional purchases for Premium Support customers:
Assured Support: delivers regulatory compliance controls
TAM Services: enables expanded Technical Account Manager coverage
Mission Critical Services: maximizes readiness and attention for your highest-stakes environments
Customers
Learn about our customers' experiences with Premium Support
We use Premium Support to confidently execute on our plan to move the majority of our infrastructure to the cloud. The assigned Technical Account Managers provided us with a clear approach and plan for workload migration with little to no downtime. Our business realized accelerated innovation and customer service.
Javier Llinas, VP IT Infrastructure
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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