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.
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
Recommended for workloads under development, kickstart your cloud journey with unlimited access to tech support. Troubleshoot, test, and explore.
Enhanced Support
Designed for workloads in production, with fast response times and additional services to optimize your experience with high-quality, robust support.
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
Recommended for workloads under development, kickstart your cloud journey with unlimited access to tech support. 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 and additional services to optimize your experience with high-quality, robust support.
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
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
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
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
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
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
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.
Our customers' experiences
See how Customer Care was key for our customers' businesses.
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.
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