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Google Cloud Customer Care

Simplify and streamline your support experience with Google Cloud Customer Care, scalable and flexible services built with your business needs at the center. Choose the service that’s right for your organization, and tailor it further with Value-Add Services.

Intro to the Google Cloud Customer Care portfolio

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

Recommended for workloads under development, kickstart your cloud journey with unlimited access to tech support. Troubleshoot, test, and explore.

Learn more

Enhanced Support

Designed for workloads in production, with fast response times and additional services to optimize your experience with high-quality, robust support.

Learn more

Premium Support

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

Learn more

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, and Korean

  • English, Japanese, Mandarin Chinese, and Korean

Multi-channel billing and technical support

Value-Add Services available for additional purchase

Recommended for workloads under development, kickstart your cloud journey with unlimited access to tech support. Troubleshoot, test, and explore.

Learn more

Designed for workloads in production, with fast response times and additional services to optimize your experience with high-quality, robust support.

Learn more

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, and Korean

Multi-channel billing and technical support

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.

Learn more

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, and Korean

Multi-channel billing and technical support

For SaaS specific product support, such as for Looker (Google Cloud core), Looker (Original), Chronicle SIEM, Chronicle SOAR, Apigee Hybrid, Apigee Edge Cloud, Apigee X, Application Integration, and Integration Connectors, please refer to this page.

Ready to get started? Sign up for Google Cloud Customer Care today

Standard Support or Enhanced Support
Premium Support

Visit our Managed Service Providers and learn about partner-led Premium Support.

Value-Add Services

Boost your capabilities in the cloud with Value-Add Services. Available as an additional purchase for Enhanced and Premium Support customers.

Technical Account Advisor Service

The Technical Account Advisor Service helps your business get the most out of your Google Cloud investment by providing enhanced oversight of your cloud experience, combining proactive guidance with regular service reviews and escalation support for issues critical to your business.

Exclusive to Enhanced Support customers.

Planned Event Support

Your critical planned events are at the heart of your organization's strategy. Get system readiness for successful peaks. Start with an Architecture Essentials Review, then gain accelerated response time of just 15 mins for P1 issues during the event. And after, receive a performance summary report to review performance and improvement opportunities. Exclusive to Enhanced Support customers.

Assured Support

When regulatory governance is paramount, Assured Support helps you to reach your compliance objectives while meeting operational demands for geographical locations and personnel conditions, including FedRAMP High, IL4, and CJIS.

Assured Support is available as an additional purchase for Premium Support and Enhanced Support customers (US, EU, Australia, Canada, and Israel).

Mission Critical Services

Maximize reliability of your mission critical environments, where the consequences of service disruption can be catastrophic. Your environment goes through a journey to operate in Google's own production services standard. Get the fastest possible impact mitigation response, and drive outage prevention through continuous improvement.

Exclusive to Premium Support customers.

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The event management service has been invaluable, with white glove planning and Google engineers assistance during the event. This New Year's Eve was the smoothest yet, in large part thanks to Cloud Support.

Karl D'Adamo, Senior Director of Engineering, Snapchat


Learn more about Google Cloud Customer Care.

Visit the Google Cloud Technical Support Services Guidelines.

Learn more about Google Cloud available languages and hours for cloud support for English, Japanese, Mandarin, and Korean.

Visit Apigee and Looker for more details on those support services.

Take the next step

Tell us about your cloud support needs. A Google Cloud expert will help you find the best solution.

Google Cloud
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  • ‪Español‬
  • ‪Español (Latinoamérica)‬
  • ‪Français‬
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  • ‪Italiano‬
  • ‪Português (Brasil)‬
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