Google Cloud
Why Google
  • Discover why leading businesses choose Google Cloud
  • Whether your business is early in its journey or well on its way to digital transformation, Google Cloud can help you solve your toughest challenges.
  • Learn more
  • Key benefits
  • Overview
    Top reasons businesses choose us.
  • Multicloud
    Run your apps wherever you need them.
  • Trust and security
    Keep your data secure and compliant.
  • Global infrastructure
    Build on the same infrastructure as Google.
  • Data cloud
    Unify data across your organization.
  • Open cloud
    Scale with open, flexible technology.
  • Sustainability
    Run on the cleanest cloud in the industry.
  • Productivity and collaboration
    Connect your teams with AI-powered apps.
  • Resources
  • Events
    Browse upcoming Google Cloud events.
  • Blog
    Read our latest product news and stories.
  • Customer stories
    Explore case studies and videos.
  • Analyst reports
    Read what industry analysts say about us.
Solutions
  • Industry Solutions
    Reduce cost, increase operational agility, and capture new market opportunities.
  • Retail
    Analytics and collaboration tools for the retail value chain.
  • Consumer Packaged Goods
    Solutions for CPG digital transformation and brand growth.
  • Financial Services
    Computing, data management, and analytics tools for financial services.
  • Healthcare and Life Sciences
    Advance research at scale and empower healthcare innovation.
  • Media and Entertainment
    Solutions for content production and distribution operations.
  • Telecommunications
    Hybrid and multi-cloud services to deploy and monetize 5G.
  • Gaming
    AI-driven solutions to build and scale games faster.
  • Manufacturing
    Migration and AI tools to optimize the manufacturing value chain.
  • Supply Chain and Logistics
    Digital supply chain solutions built in the cloud.
  • Government
    Data storage, AI, and analytics solutions for government agencies.
  • Education
    Teaching tools to provide more engaging learning experiences.
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  • See all industry solutions
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  • Application Modernization
    Develop and run applications anywhere, using cloud-native technologies like containers, serverless, and service mesh.
  • Hybrid and Multi-cloud Application Platform
    Platform for modernizing legacy apps and building new apps.
  • API Management
    Accelerate application design and development with an API-first approach.
  • Serverless Solutions
    Fully managed environment for developing, deploying and scaling apps.
  • DevOps
    Processes and resources for implementing DevOps in your org.
  • Continuous Delivery (CD)
    End-to-end automation from source to production.
  • Continuous Integration (CI)
    Fast feedback on code changes at scale.
  • Mainframe Modernization
    Automated tools and prescriptive guidance for moving to the cloud.
  • CAMP
    Program that uses DORA to improve your software delivery capabilities.
  • Hosting
    Services and infrastructure for building web apps and websites.
  • Site Reliability Engineering (SRE)
    Tools and resources for adopting SRE in your org.
  • Artificial Intelligence
    Add intelligence and efficiency to your business with AI and machine learning.
  • Contact Center AI
    AI model for speaking with customers and assisting human agents.
  • Document AI
    Document processing and data capture automated at scale.
  • Intelligent products
    End-to-end solution for creating products with personalized ownership experiences.
  • Product Discovery
    Google-quality search and product recommendations for retailers.
  • APIs and Applications
    Speed up the pace of innovation without coding, using APIs, apps, and automation.
  • New Business Channels Using APIs
    Attract and empower an ecosystem of developers and partners.
  • Unlocking Legacy Applications Using APIs
    Cloud services for extending and modernizing legacy apps.
  • Open Banking APIx
    Simplify and accelerate secure delivery of open banking compliant APIs.
  • Databases
    Migrate and manage enterprise data with security, reliability, high availability, and fully managed data services.
  • Database Migration
    Guides and tools to simplify your database migration life cycle.
  • Database Modernization
    Upgrades to modernize your operational database infrastructure.
  • Google Cloud Databases
    Database services to migrate, manage, and modernize data.
  • Migrate Oracle workloads to Google Cloud
    Rehost, replatform, rewrite your Oracle workloads.
  • Open Source Databases
    Fully managed open source databases with enterprise-grade support.
  • SQL Server on Google Cloud
    Options for running SQL Server virtual machines on Google Cloud.
  • Data Cloud
    Unify data across your organization with an open and simplified approach to data-driven transformation that is unmatched for speed, scale, and security with AI built-in.
  • Databases Solutions
    Migrate and manage enterprise data with security, reliability, high availability, and fully managed data services.
  • Smart Analytics Solutions
    Generate instant insights from data at any scale with a serverless, fully managed analytics platform that significantly simplifies analytics.
  • AI Solutions
    Add intelligence and efficiency to your business with AI and machine learning.
  • Data Cloud for ISVs
    Innovate, optimize and amplify your SaaS applications using Google's data and machine learning solutions such as BigQuery, Looker, Spanner and Vertex AI.
  • Data Cloud Alliance
    An initiative to ensure that global businesses have more seamless access and insights into the data required for digital transformation.
  • Digital Transformation
  • Accelerate business recovery and ensure a better future with solutions that enable hybrid and multi-cloud, generate intelligent insights, and keep your workers connected.
  • Digital Innovation
    Reimagine your operations and unlock new opportunities.
  • Operational Efficiency
    Prioritize investments and optimize costs.
  • COVID-19 Solutions
    Get work done more safely and securely.
  • COVID-19 Solutions for the Healthcare Industry
    How Google is helping healthcare meet extraordinary challenges.
  • Infrastructure Modernization
    Migrate quickly with solutions for SAP, VMware, Windows, Oracle, and other workloads.
  • Application Migration
    Discovery and analysis tools for moving to the cloud.
  • SAP on Google Cloud
    Certifications for running SAP applications and SAP HANA.
  • High Performance Computing
    Compute, storage, and networking options to support any workload.
  • Windows on Google Cloud
    Tools and partners for running Windows workloads.
  • Data Center Migration
    Migration solutions for VMs, apps, databases, and more.
  • Active Assist
    Automatic cloud resource optimization and increased security.
  • Virtual Desktops
    Remote work solutions for desktops and applications (VDI & DaaS).
  • Rapid Assessment & Migration Program (RAMP)
    End-to-end migration program to simplify your path to the cloud.
  • Backup and Disaster Recovery
    Ensure your business continuity needs are met.
  • Productivity and Collaboration
    Change the way teams work with solutions designed for humans and built for impact.
  • Google Workspace
    Collaboration and productivity tools for enterprises.
  • Google Workspace Essentials
    Secure video meetings and modern collaboration for teams.
  • Cloud Identity
    Unified platform for IT admins to manage user devices and apps.
  • Chrome Enterprise
    Chrome OS, Chrome Browser, and Chrome devices built for business.
  • Cloud Search
    Enterprise search for employees to quickly find company information.
  • Security
    Detect, investigate, and respond to online threats to help protect your business.
  • Security Analytics and Operations
    Solution for analyzing petabytes of security telemetry.
  • Web App and API Protection
    Threat and fraud protection for your web applications and APIs.
  • Security and Resilience Framework
    Solutions for each phase of the security and resilience life cycle.
  • Risk and compliance as code (RCaC)
    Solution to modernize your governance, risk, and compliance function with automation.
  • Software Supply Chain Security
    Solution for improving end-to-end software supply chain security.
  • Smart Analytics
    Generate instant insights from data at any scale with a serverless, fully managed analytics platform that significantly simplifies analytics.
  • Data Warehouse Modernization
    Data warehouse to jumpstart your migration and unlock insights.
  • Data Lake Modernization
    Services for building and modernizing your data lake.
  • Spark on Google Cloud
    Run and write Spark where you need it, serverless and integrated.
  • Stream Analytics
    Insights from ingesting, processing, and analyzing event streams.
  • Business Intelligence
    Solutions for modernizing your BI stack and creating rich data experiences.
  • Data Science
    Put your data to work with Data Science on Google Cloud.
  • Marketing Analytics
    Solutions for collecting, analyzing, and activating customer data.
  • Geospatial Analytics and AI
    Solutions for building a more prosperous and sustainable business.
  • Datasets
    Data from Google, public, and commercial providers to enrich your analytics and AI initiatives.
  • Startups and SMB
    Accelerate startup and SMB growth with tailored solutions and programs.
  • Startup Solutions
    Grow your startup and solve your toughest challenges using Google’s proven technology.
  • Startup Program
    Get financial, business, and technical support to take your startup to the next level.
  • Small and Medium Business
    Explore solutions for web hosting, app development, AI, and analytics.
  • Software as a Service
    Build better SaaS products, scale efficiently, and grow your business.
Products
  • Featured Products
  • Compute Engine
    Virtual machines running in Google’s data center.
  • Cloud Storage
    Object storage that’s secure, durable, and scalable.
  • Cloud SDK
    Command-line tools and libraries for Google Cloud.
  • Cloud SQL
    Relational database service for MySQL, PostgreSQL and SQL Server.
  • Google Kubernetes Engine
    Managed environment for running containerized apps.
  • BigQuery
    Data warehouse for business agility and insights.
  • Cloud CDN
    Content delivery network for delivering web and video.
  • Dataflow
    Streaming analytics for stream and batch processing.
  • Operations
    Monitoring, logging, and application performance suite.
  • Cloud Run
    Fully managed environment for running containerized apps.
  • Anthos
    Platform for modernizing existing apps and building new ones.
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  • AI and Machine Learning
  • Vertex AI
    Unified platform for training, running, and managing ML models.
  • Vertex AI Workbench
    Single interface for the entire Data Science workflow.
  • AI Infrastructure
    Options for training deep learning and ML models cost-effectively.
  • AutoML
    Custom machine learning model development, with minimal effort.
  • Natural Language AI
    Sentiment analysis and classification of unstructured text.
  • Speech-to-Text
    Speech recognition and transcription across 125 languages.
  • Text-to-Speech
    Speech synthesis in 220+ voices and 40+ languages.
  • Translation AI
    Language detection, translation, and glossary support.
  • Video AI
    Video classification and recognition using machine learning.
  • Vision AI
    Custom and pre-trained models to detect emotion, text, and more.
  • Dialogflow
    Lifelike conversational AI with state-of-the-art virtual agents.
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  • See all AI and machine learning products
  • API Management
  • Apigee API Management
    Manage the full life cycle of APIs anywhere with visibility and control.
  • Apigee Integration
    API-first integration to connect existing data and applications.
  • Cloud Healthcare API
    Solution to bridge existing care systems and apps on Google Cloud.
  • AppSheet
    No-code development platform to build and extend applications.
  • API Gateway
    Develop, deploy, secure, and manage APIs with a fully managed gateway.
  • Compute
  • Compute Engine
    Virtual machines running in Google’s data center.
  • App Engine
    Serverless application platform for apps and back ends.
  • Cloud GPUs
    GPUs for ML, scientific computing, and 3D visualization.
  • Migrate for Compute Engine
    Server and virtual machine migration to Compute Engine.
  • Spot VMs
    Compute instances for batch jobs and fault-tolerant workloads.
  • Shielded VMs
    Reinforced virtual machines on Google Cloud.
  • Sole-Tenant Nodes
    Dedicated hardware for compliance, licensing, and management.
  • Bare Metal
    Infrastructure to run specialized workloads on Google Cloud.
  • Recommender
    Usage recommendations for Google Cloud products and services.
  • VMware Engine
    Fully managed, native VMware Cloud Foundation software stack.
  • Cloud Run
    Fully managed environment for running containerized apps.
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  • See all compute products
  • Containers
  • Google Kubernetes Engine
    Managed environment for running containerized apps.
  • Container Registry
    Registry for storing, managing, and securing Docker images.
  • Container Security
    Container environment security for each stage of the life cycle.
  • Cloud Build
    Solution for running build steps in a Docker container.
  • Deep Learning Containers
    Containers with data science frameworks, libraries, and tools.
  • Kubernetes Applications
    Containerized apps with prebuilt deployment and unified billing.
  • Artifact Registry
    Package manager for build artifacts and dependencies.
  • Knative
    Components to create Kubernetes-native cloud-based software.
  • Cloud Run
    Fully managed environment for running containerized apps.
  • Cloud Code
    IDE support to write, run, and debug Kubernetes applications.
  • Data Analytics
  • BigQuery
    Data warehouse for business agility and insights.
  • Looker
    Platform for BI, data applications, and embedded analytics.
  • Dataflow
    Streaming analytics for stream and batch processing.
  • Pub/Sub
    Messaging service for event ingestion and delivery.
  • Dataproc
    Service for running Apache Spark and Apache Hadoop clusters.
  • Cloud Data Fusion
    Data integration for building and managing data pipelines.
  • Cloud Composer
    Workflow orchestration service built on Apache Airflow.
  • Dataprep
    Service to prepare data for analysis and machine learning.
  • Dataplex
    Intelligent data fabric for unifying data management across silos.
  • Data Catalog
    Metadata service for discovering, understanding, and managing data.
  • Analytics Hub
    Service for securely and efficiently exchanging data analytics assets.
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  • See all data analytics products
  • Databases
  • AlloyDB for PostgreSQL
    Fully managed, PostgreSQL-compatible database for demanding enterprise workloads.
  • Cloud Bigtable
    Cloud-native wide-column database for large scale, low-latency workloads.
  • Firestore
    Cloud-native document database for building rich mobile, web, and IoT apps.
  • Memorystore
    In-memory database for managed Redis and Memcached.
  • Cloud Spanner
    Cloud-native relational database with unlimited scale and 99.999% availability.
  • Cloud SQL
    Fully managed database for MySQL, PostgreSQL, and SQL Server.
  • Database Migration Service
    Serverless, minimal downtime migrations to Cloud SQL.
  • Bare Metal Solution for Oracle
    Infrastructure to run specialized Oracle workloads on Google Cloud.
  • Firebase Realtime Database
    NoSQL database for storing and syncing data in real time.
  • Datastream
    Serverless change data capture and replication service.
  • Developer Tools
  • Artifact Registry
    Universal package manager for build artifacts and dependencies.
  • Cloud Build
    Continuous integration and continuous delivery platform.
  • Cloud Code
    IDE support to write, run, and debug Kubernetes applications.
  • Cloud Deployment Manager
    Service for creating and managing Google Cloud resources.
  • gcloud CLI
    Command line tools and libraries for Google Cloud.
  • Cloud Scheduler
    Cron job scheduler for task automation and management.
  • Cloud Source Repositories
    Private Git repository to store, manage, and track code.
  • Cloud Tasks
    Task management service for asynchronous task execution.
  • Google Cloud Deploy
    Fully managed continuous delivery to Google Kubernetes Engine.
  • Tekton
    Kubernetes-native resources for declaring CI/CD pipelines.
  • Tools for PowerShell
    Full cloud control from Windows PowerShell.
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  • See all developer tools
  • Healthcare and Life Sciences
  • Apigee Healthcare APIx
    FHIR API-based digital service production.
  • Cloud Healthcare API
    Solution for bridging existing care systems and apps on Google Cloud.
  • Cloud Life Sciences
    Tools for managing, processing, and transforming biomedical data.
  • Healthcare Natural Language AI
    Real-time insights from unstructured medical text.
  • Hybrid and Multicloud
  • Anthos
    Platform for modernizing existing apps and building new ones.
  • Looker
    Platform for BI, data applications, and embedded analytics.
  • Cloud Run for Anthos
    Integration that provides a serverless development platform on GKE.
  • Google Cloud Marketplace for Anthos
    Containerized apps with prebuilt deployment and unified billing.
  • Migrate for Anthos
    Tool to move workloads and existing applications to GKE.
  • Operations
    Monitoring, logging, and application performance suite.
  • Cloud Build
    Service for executing builds on Google Cloud infrastructure.
  • Traffic Director
    Traffic control pane and management for open service mesh.
  • Apigee API Management
    API management, development, and security platform.
  • Google Distributed Cloud
    Fully managed solutions for the edge and data centers.
  • Internet of Things
  • Cloud IoT Core
    IoT device management, integration, and connection service.
  • Edge TPU
    ASIC designed to run ML inference and AI at the edge.
  • Management Tools
  • Anthos Config Management
    Automate policy and security for your deployments.
  • Carbon Footprint
    Dashboard to view and export Google Cloud carbon emissions reports.
  • Cloud APIs
    Programmatic interfaces for Google Cloud services.
  • Cloud console
    Web-based interface for managing and monitoring cloud apps.
  • Cloud Mobile App
    App to manage Google Cloud services from your mobile device.
  • Cloud Shell
    Interactive shell environment with a built-in command line.
  • Config Connector
    Kubernetes add-on for managing Google Cloud resources.
  • Cost Management
    Tools for monitoring, controlling, and optimizing your costs.
  • Intelligent Management
    Tools for easily managing performance, security, and cost.
  • Private Catalog
    Service catalog for admins managing internal enterprise solutions.
  • Terraform on Google Cloud
    Open source tool to provision Google Cloud resources with declarative configuration files.
  • Media and Gaming
  • Game Servers
    Game server management service running on Google Kubernetes Engine.
  • OpenCue
    Open source render manager for visual effects and animation.
  • Transcoder API
    Convert video files and package them for optimized delivery.
  • Migration
  • Application Migration
    App migration to the cloud for low-cost refresh cycles.
  • BigQuery Data Transfer Service
    Data import service for scheduling and moving data into BigQuery.
  • Cloud Foundation Toolkit
    Reference templates for Deployment Manager and Terraform.
  • Database Migration Service
    Serverless, minimal downtime migrations to Cloud SQL.
  • Migrate for Anthos
    Components for migrating VMs into system containers on GKE.
  • Migrate for Compute Engine
    Components for migrating VMs and physical servers to Compute Engine.
  • Rapid Assessment & Migration Program (RAMP)
    End-to-end migration program to simplify your path to the cloud.
  • Transfer Appliance
    Storage server for moving large volumes of data to Google Cloud.
  • Storage Transfer Service
    Data transfers from online and on-premises sources to Cloud Storage.
  • VMware Engine
    Migrate and run your VMware workloads natively on Google Cloud.
  • Networking
  • Cloud Armor
    Security policies and defense against web and DDoS attacks.
  • Cloud CDN
    Content delivery network for serving web and video content.
  • Cloud DNS
    Domain name system for reliable and low-latency name lookups.
  • Cloud Load Balancing
    Service for distributing traffic across applications and regions.
  • Cloud NAT
    NAT service for giving private instances internet access.
  • Hybrid Connectivity
    Connectivity options for VPN, peering, and enterprise needs.
  • Network Connectivity Center
    Connectivity management to help simplify and scale networks.
  • Network Intelligence Center
    Network monitoring, verification, and optimization platform.
  • Network Service Tiers
    Cloud network options based on performance, availability, and cost.
  • Traffic Director
    Traffic control pane and management for open service mesh.
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  • See all networking products
  • Operations
  • Cloud Logging
    Google Cloud audit, platform, and application logs management.
  • Cloud Monitoring
    Infrastructure and application health with rich metrics.
  • Error Reporting
    Application error identification and analysis.
  • Kubernetes Engine Monitoring
    GKE app development and troubleshooting.
  • Cloud Trace
    Tracing system collecting latency data from applications.
  • Cloud Profiler
    CPU and heap profiler for analyzing application performance.
  • Cloud Debugger
    Real-time application state inspection and in-production debugging.
  • Intelligent Operations
    Tools for easily optimizing performance, security, and cost.
  • Security and Identity
  • Cloud IAM
    Permissions management system for Google Cloud resources.
  • Assured Workloads
    Compliance and security controls for sensitive workloads.
  • Cloud Key Management
    Manage encryption keys on Google Cloud.
  • Confidential Computing
    Encrypt data in use with Confidential VMs.
  • Security Command Center
    Platform for defending against threats to your Google Cloud assets.
  • Cloud Data Loss Prevention
    Sensitive data inspection, classification, and redaction platform.
  • Managed Service for Microsoft Active Directory
    Hardened service running Microsoft® Active Directory (AD).
  • Access Transparency
    Cloud provider visibility through near real-time logs.
  • Titan Security Key
    Two-factor authentication device for user account protection.
  • Secret Manager
    Store API keys, passwords, certificates, and other sensitive data.
  • BeyondCorp Enterprise
    Zero trust solution for secure application and resource access.
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  • See all security and identity products
  • Serverless Computing
  • Cloud Run
    Fully managed environment for running containerized apps.
  • Cloud Functions
    Platform for creating functions that respond to cloud events.
  • App Engine
    Serverless application platform for apps and back ends.
  • Workflows
    Workflow orchestration for serverless products and API services.
  • Storage
  • All Storage Products
    Cloud-based storage services for your business.
  • Cloud Storage
    Object storage that’s secure, durable, and scalable.
  • Filestore
    File storage that is highly scalable and secure.
  • Persistent Disk
    Block storage for virtual machine instances running on Google Cloud.
  • Cloud Storage for Firebase
    Object storage for storing and serving user-generated content.
  • Local SSD
    Block storage that is locally attached for high-performance needs.
  • Storage Transfer Service
    Data transfers from online and on-premises sources to Cloud Storage.
  • Google Workspace Essentials
    Secure video meetings and modern collaboration for teams.
Pricing
  • Save money with our transparent approach to pricing
  • Google Cloud's pay-as-you-go pricing offers automatic savings based on monthly usage and discounted rates for prepaid resources. Contact us today to get a quote.
  • Request a quote
  • Google Cloud
  • Pricing overview
    Pay only for what you use with no lock-in.
  • Price list
    Get pricing details for individual products.
  • Pricing calculator
    Calculate your cloud savings.
  • Google Cloud Free Program
    $300 in free credits and 20+ free products.
  • Related Products
  • Google Workspace
  • Google Maps Platform
  • Chrome Enterprise
  • Apigee
  • Looker
  • Firebase
Getting started
  • Get started with Google Cloud
  • Start building right away on our secure, intelligent platform. New customers get $300 in free credits to use toward Google Cloud products and services.
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  • Self-service Resources
  • Get started
    Get started with Google Cloud.
  • Developer Center
    Stay in the know and become an Innovator.
  • Google Cloud certification
    Prepare and register for certifications.
  • Expert help and training
  • Consulting
    Partner with our experts on cloud projects.
  • Technical Account Management
    Get ongoing guidance from Google.
  • Training
    Enroll in on-demand or classroom training.
  • Partners and third-party tools
  • Google Cloud partners
    Explore benefits of working with a partner.
  • Become a partner
    Join the Partner Advantage program.
  • Google Cloud Marketplace
    Deploy ready-to-go solutions in a few clicks.
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  • Application Modernization
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  • Unlocking Legacy Applications Using APIs
  • Open Banking APIx
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  • Infrastructure Modernization
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  • SAP on Google Cloud
  • High Performance Computing
  • Windows on Google Cloud
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  • Google Workspace Essentials
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  • Web App and API Protection
  • Security and Resilience Framework
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  • See all products (100+)
  • AI and Machine Learning
  • Vertex AI
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  • Translation AI
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  • Vision AI
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  • See all AI and machine learning products
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  • AppSheet
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  • Compute Engine
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  • Migrate for Compute Engine
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  • See all compute products
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  • See all data analytics products
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  • AlloyDB for PostgreSQL
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Apigee Technical Support Services Guidelines

The Apigee Technical Support Services Guidelines (the “Guidelines”) describe how Google will offer TSS to Customer for Apigee services (listed at https://cloud.google.com/apigee/pricing/; the “Services”). Capitalized terms used but not defined in these Guidelines have the meanings given to them in Customer’s agreement with Google for the Services and related technical support (the “Agreement”).

Apigee Technical Support Services Guidelines v1.0

1. Obtaining Support

1.1 Setting Named Customer Contacts

Customer will identify Named Customer Contacts that are knowledgeable about Customer’s operating environment and the operation of the Services. These Named Customer Contacts will serve as primary Support contacts between Customer and Google. Named Customer Contacts must have, at a minimum, initial basic product training and, as needed, supplemental training appropriate for specific role or implementation phase, migration, and /or specialized product usage.

1.2 Customer Efforts to Fix Errors; Support Request Submission

Before making a Request to Google, Customer will use reasonable efforts to fix any error, bug, malfunction, or network connectivity defect without escalation to Google. Following such attempts, a Named Customer Contact may submit a Request through the Apigee Support Portal located at cloud.google.com/apigee/support.

1.3 Priority Designations

Customer designates P1 - P4 Priority on submission of Requests. Google will review Customer’s Priority designation and may change designations that Google believes are incorrect. Google will inform Customer of such change in its response to the support Request. Google's designation is final and binding on Customer.

1.4 Procedures for Acknowledgement and Resolution of Requests

When making a Request, Customer will provide all requested diagnostic information and assist Google Support Personnel as may be required to resolve a Request.

1.5 Request Acknowledgement

Google may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Google may be unable to provide answers to, or resolve all, Requests.

1.6 Feature Requests

If Google deems a Request to be a Feature Request, Google will log the Request for consideration to add to a future update or release of the Services and will consider the matter closed. Google has no obligation to respond to or resolve any Feature Request or to include any Feature Request in any future update or release.

1.7 Building Applications

Google has no obligation to write or build any Applications or write code to facilitate Applications.

1.8 Early Access, Alpha, and Beta

Although Google has no obligation to provide TSS for Early Access, Alpha or Beta versions, features, or functionality of the Services, Google will consider Requests at these development stages on a case-by-case basis.

2. Accessing Support

2.1 Named Contacts

Customer will provide first-level support to Customer End Users; Google will not provide support to Customer End Users. Google will provide second-level support to Customer only through Named Customer Contacts. If Customer wishes to change its Named Customer Contacts, it may do so using by following these instructions.

2.2 Support Hours and Target Initial Response Times

Google will process Requests during the Hours of Operation, unless otherwise indicated in these Guidelines. Any Requests received outside the Hours of Operation will be logged and processed during the next Business Day. Target initial response times are based on support level entitlement, as described in Section 4 (Production Support) and 5.1 (Business Critical Support).

3. General Provisions

3.1 Maintenance and Service Notifications

To ensure optimal performance of the Services, Google performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Google expects planned Maintenance to negatively affect the availability or functionality of the Services, Google will use commercially reasonable efforts to provide at least 7 days' advance notice of the Maintenance. In addition, Google may perform emergency unscheduled Maintenance at any time. If Google expects emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Google will use commercially reasonable efforts to provide advance notice of such Maintenance. Google may provide any notice to Customer under this Section: (a) by sending an email to the Notification Email Address, or (b) through the Admin Console or Service Status Page at https://status.apigee.com/. In this Section 3.1, "Notification Email Address" has the meaning given in the Agreement or, if no such meaning is given, means the email address(es) designated by Customer in the Admin Console, or in the Order Form or Ordering Document (as applicable), to receive certain notifications from Google.

3.2 Language Support Generally

(a) Google will provide all support under these Guidelines in the English language in principle.

(b) Japanese Language Support is currently limited to Japan Business Hours (Weekdays : 9:00 to 18:00). Outside of the Japan Business hours, Support will be provided in English.

3.3 Support Data Processing Activities

Google collects and processes Support Data for the purpose of providing TSS under these Guidelines and maintaining the Services.

4. Production Support

4.1 Offering

Production Support includes the following:

(a) Automatic Services upgrades and Maintenance updates.

(b) Support for billing inquiries.

(c) Access to documentation, white papers, online best practices guides, and community forums.

(d) Requests are accepted through the Apigee Support Portal for questions about Services functionality, best practices guidance on how to architect with the Services, and Services errors reports.

(e) Google will respond to P1 Priority support Requests with a target initial response time of 1 hour 24 x 7.

(f) Google will respond to P2 Requests with an initial target response time of 8 hours during the Hours of Operation.

(g) Google will respond to P3 and P4 support Requests with an initial target response time of 24 hours during the Hours of Operation.

5. Enterprise Business-critical Support

5.1 Offering

Enterprise Business-critical Support includes all the items in Production Support plus the following:

(a) Google will respond to P1 Requests with a target initial response time of fifteen minutes 24 x 7.

(b) Google will respond to P2 Requests with a target initial response time of 4 hours during the Hours of Operation.

(c) Google will respond to P3 and P4 Requests with an initial target response time of 24 hours during the Hours of Operation.

6. Professional Services

Depending on the type, scope, and duration of any professional services requested (e.g., implementation, configuration, data migration, or other forms of technical assistance), additional fees and terms may apply.

7. Collaborative Support

7.1 Collaborative Support

In recognition that Customer may deploy and use Services that are offered in connection with or that rely upon a range of third party hardware and software components and computing platforms, resolving Requests may sometimes require input from third party providers who have qualified to participate in the Google Cloud Platform collaborative support program (such providers, "Collaborative Support Partners"). Google will, in its reasonable determination, identify to Customer any Requests that require the involvement of Collaborative Support Partner(s). Google may include Collaborative Support Partners in support communications with Customer, subject to the following terms:

(a) Google will maintain a current list of Collaborative Support Partners and their respective products and services that are supported at https://cloud.google.com/terms/tssg/collab-partners.

(b) Customer may only receive support from a Collaborative Support Partner if Customer has a valid support agreement in place with that Collaborative Support Partner. Neither these Guidelines nor the Agreement grant to Customer any right to receive support services from Collaborative Support Partners.

(c) Google will include Collaborative Support Partners in direct support communications with the Customer solely at Customer's direction. For telephonic support, Google Support Personnel will only include a Collaborative Support Partner on a telephone call with Customer's prior verbal consent on the call. For support provided by email or other electronic means, Google Support Personnel will only reach out to a Collaborative Support Partner after receiving written consent from Customer.

(d) When Customer consents to include a Collaborative Support Partner in an ongoing support case, Customer consents to Google providing that Partner with Support Data Google reasonably deems relevant to the Request, which may include the Customer's name, contact information, and a description of the Request. The Collaborative Support Partner, not Google, is solely responsible for the processing and use of any Support Data Customer or Google provides to that Collaborative Support Partner in the course of providing support services.

8. Definitions

8.1 24 x 7

24 x 7 means twenty-four hours a day, seven days a week.

8.2 Business Day

Business Day means any day during the Hours of Operation.

8.3 Business Hours

When setting up their Support access, Customers will need to choose their Preferred Time Zone for Support. There are four options:

(a) Business Hours in APAC means 08:00 Sydney to 17:00 Bangalore on Monday to Friday.

(b) Business Hours in EMEA means 08:00 Riyadh to 17:00 Reykjavik on Monday to Friday.

(c) Business Hours in US East means 08:00 Sao Paulo to 17:00 Chicago on Monday to Friday.

(d) Business Hours in US West means 08:00 Denver to 17:00 San Francisco on Monday to Friday.

8.4 Named Customer Contacts

Named Customer Contacts means individual Customer users who are designated by Customer as primary Support contacts and who are allowed to contact Google for technical support.

8.5 Enterprise Business Critical Support

Enterprise Support means the technical support offering described in Section 5.

8.6 Feature Request

Feature Request means a Request to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.

8.7 Google Support Personnel

Google Support Personnel means the Google representatives responsible for handling Requests.

8.8 Hours of Operation

Hours of Operation means 08:00 on Monday to 17:00 on Friday, except for holidays, in local time for each region documented in Section 7.3.

8.9 Holidays

Apigee holidays by support location:

(a) US East and US West (12 days):

  • New Year’s Day – 1 day
  • Martin Luther King Day - 1 day
  • Presidents Day - 1 day
  • Memorial Day - 1 day
  • Independence Day - 2 days
  • Labor Day - 1 day
  • Thanksgiving - 2 days
  • Christmas Day – 2 days
  • New Year’s Eve - 1 day

(b) EMEA (8 days)

  • New Year’s Day - 1 day
  • Good Friday - 1 day
  • Easter Monday - 1 day
  • May Day Bank Holiday - 1 day
  • Spring Bank Holiday - 1 day
  • Summer Bank Holiday - 1 day
  • Christmas Day – 1 day
  • Boxing Day – 1 day

(c) Asia Pac (3 days)

  • New Year’s Day - 1 day
  • Labour / May Day - 1 day
  • Christmas – 1 day

8.10 Maintenance

Maintenance means maintenance work that is performed on hardware or software delivering the Services.

8.11 P1

P1 means production API runtime traffic severely impacted.

  • You have had a substantial loss of service.
  • Your business operations have been severely disrupted.
  • No workaround is available.

8.12 P2

P2 means an issue that has significant user impact but production API runtime traffic is unaffected.

  • Operations can continue in a restricted fashion.
  • A project milestone is at risk.
  • A temporary workaround is available.

8.13 P3

P3 means an issue that affects non-critical product functionality but production API runtime traffic is unaffected.

  • A workaround is available.

8.14 P4

P4 means an enhancement request.

8.15 Priority

Priority means the level of impact a Request is having on Customer's operations and is used to establish initial target response times. Priority is established on a scale of P1 through P4.

8.16 Request

Request means a request from a Named Customer Contact to Google Support Personnel for technical support to resolve a question or problem report, or service regarding the Services.

8.17 Support Data

Support Data means account details and the information that Customer provides to Google for the purpose of obtaining TSS under these Guidelines, including requests for support and service, and the details provided to Google about the specific issue.

Previous versions (Last modified September 1, 2021)
August 21, 2019
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