Cloud Customer Care Portfolio

Fix technical issues, address platform stability, or increase operational efficiencies with tailored support offerings from the Google Cloud Customer Care Portfolio.

Benefits

Choose the response time and features that best fit your organization's needs.

Solve issues efficiently with intelligent systems—regardless of platform or multiple cloud providers.

Get more from support with Value Add Services like Assured Support.


Customer Care offerings

Compare features and services to find the offering that best suits your needs.

Role-Based Basic

Billing support and read-only access to break/fix cases

features


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    Included with your Google Cloud subscription

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    Case, phone, and chat support for billing issues only

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Role-Based Development

In-depth investigation and response for developers

features


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    $100 per month/user 

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    P2 cases: four-hour response time

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    Cases for technical support

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    Cases, phone, and chat for billing support

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    24/5 for high-impact issues

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Role-Based Production

Fast, thorough response for those managing live solutions

Features


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    $250 per month/user

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    P1 cases: one-hour response time

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    Case and phone support for technical issues

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    Cases, phone, and chat for billing support

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    24/5 for high-impact issues

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    24/7 for critical-impact issues

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    Technical Support escalations

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Premium Support

Premium Support and 15-min response time for P1 cases

Features


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    Calculate an estimate or contact sales for pricing

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    P1 cases: 15-minute response time

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    Case and phone support for technical issues

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    Cases, phone, and chat for billing support

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    24/7 response for high- and critical-impact issues

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    Technical Support escalations

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    Technical Account Manager

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    Customer Aware Support

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    Operational Health Reviews

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    Event management service

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    Cloud Support API

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    New products previews

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    Training

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    Third-party technology support

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    Recommenders

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Ready to get started? Connect with us to sign up for Role-Based or Premium Support.

Role-Based Support: Fast technical support for developers and production managers.
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Premium Support: Support for critical workloads with Customer Awareness and a named TAM.
Contact sales

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

Value Add Services

Expand your Premium Support offering with Value Add Services available for purchase, including Mission Critical Services and Assured Support.

Mission Critical Services

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

Assured Support

Assured Support was built specifically for regulated customers and enterprises with compliance requirements. This service ensures your Premium Support cases are handled by US persons, in US locations.

“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