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Premium Support for Google Cloud

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

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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

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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.

Features and services

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

  • 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

  • Available with TAAS

Value-Add Services available for additional purchase

Ideal for workloads under development with unlimited access to tech support. Kickstart with Google Cloud: Troubleshoot, test, and explore.

Designed for workloads in production with fast response times. Robust support with additional services to optimize your experience.

Pricing

  • 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

Designed for enterprises with critical workloads, with the fastest response time, Customer Aware Support, and a named Technical Account Manager.

Pricing

  • 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

Pricing

Google Cloud Customer Care services pricing

Pricing for Standard Support, Enhanced Support, and Premium Support consists of a monthly fixed base fee, plus a percentage for monthly charges. To generate an estimate, 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  

$29 per month + 3% of monthly charges fee

$500 per month + 3% of monthly charges fee

$12.5K per month + 4% of monthly charges fee; estimate cost with Google Cloud Pricing Calculator or contact sales to learn more

*Pricing subject to change.

Take the next step

Start building on Google Cloud with $300 in free credits and 20+ always free products.

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