Cloud Customer Care
Benefits
We bring expertise from a wide set of Google Cloud
technologies and partners to deliver an integrated
experience to you.
Core offerings, each providing a more advanced
level of support, and Value Add Services to make our
solutions even more flexible to your needs.
An ongoing partnership model, with proactive and
collaborative approaches to provide predictive
solutions. Ready to help your cloud journey.
Cloud Customer Care Services
Compare features and services to find the offering that best suits your needs.
Basic Support
Billing and payments support. Available in several regions and languages.
features
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Included with your Google Cloud subscription
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Multi-channel billing support
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Active Assist Recommendations API
Get started
Standard Support
Kickstart your cloud journey with unlimited access to technical support to help you troubleshoot, test, and explore.
features
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$29/month + 3% of monthly charges
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Unlimited access to support
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P2 cases: four-hour initial response time
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Multi-channel billing support
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Multi-channel technical support
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8/5 response for high-impact issues
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Active Assist Recommendations API
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Support language available: English
Get started
Enhanced Support
Optimize your cloud experience with high-quality, robust support. Fast response times and additional services to run your cloud, boosting productivity and efficiency. Learn more
Features
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$500/month + 3% of monthly charges
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Unlimited access to support
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P1 cases: one-hour initial response time
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Multi-channel billing support
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Multi-channel technical support
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24/7 response for high & critical-impact issues
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Active Assist Recommendations API
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Technical support escalations
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Access to purchase Technical Account Advisor Service
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Access to purchase Planned Event Support
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Access to purchase Assured Support
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Support languages available: English, Japanese, Mandarin Chinese, and Korean
Get started
Premium Support
Support for critical workloads with Customer Awareness and a named TAM. Premium Support provides proactive engagement and increased operational efficiencies. Learn more
Features
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$12.5K/month + 4% of monthly charges. Estimate cost or Contact Sales.
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Unlimited access to support
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P1 cases: 15-minute initial response time
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Multi-channel billing support
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Multi-channel technical support
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24/7 response for high & critical-impact issues
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Active Assist Recommendations API
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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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Training credits
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Access to purchase Mission Critical Services
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Access to purchase Assured Support
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Support languages available: English, Japanese, Mandarin Chinese, and Korean
Get started
Ready to get started? Sign up for Standard, Enhanced or Premium Support.
Visit our Managed Service Providers and learn about Partner-led Premium Support.
Value-Add Services
Boost your power in the cloud with Value-Add Services. Available as an additional purchase for Enhanced Support 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 enables you to reach your compliance objectives while meeting operational demands for geographical locations and personnel conditions (EU, CAN) and US-based needs including FedRAMP High, IL4, and CJIS.
Assured Support is available as an additional purchase for Premium Support and Enhanced Support customers (US, EU, CAN).
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.
"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 Cloud Customer Care
Visit the Google Cloud Technical Support Services Guidelines (TSSG)
Learn more about GCP Support languages availability and working hours for English, Japanese, Mandarin Chinese, and Korean.