Enhanced Support overview Stay organized with collections Save and categorize content based on your preferences.

Enhanced Support is a paid support service that offers faster response times and additional services designed for medium to large companies running their Cloud workloads in production.

You can purchase Enhanced Support in two ways:

• Through the Google Cloud console. See Purchasing and setting up Enhanced Support.
• By contacting sales.

Features

The following sections describe the features that come with your Enhanced Support offering.

Support cases

As an Enhanced Support customer, you engage with Customer Care by creating support cases in the Google Cloud console.

You can add an unlimited amount of users to your Enhanced Support offering. You manage your users' level of support access using Identity and Access Management (IAM). For details about managing Identity and Access Management (IAM) roles and permissions, see Access control.

When managing support cases as an Enhanced Support customer, you have access to the following features:

• P1 response SLO: For Priority 1 (P1) support cases, receive the first meaningful response within 1 hour.
• 24/7 availability: Receive support 24 hours a day, 7 days a week (24/7) for cases of certain priority and language.
• Language support: Request support across multiple languages, including English, Japanese, Mandarin Chinese, Korean, and French. For details on language support for Customer Care, see Language Support and Working Hours.
• Case escalation: Escalate to request additional attention for ongoing support cases.

To create and manage support cases, see Managing cases.

Additional services

To automate and optimize your performance across Google Cloud, you have access to the following additional services:

• Recommender: Receive recommendations and insights to help optimize your Google Cloud resources for cost, security, performance, and manageability. You can access Recommender through the Google Cloud console, or to automate recommendations, you can enable the Recommender API.

  For an overview of Recommender, see the Recommender documentation.
  
  

• Cloud Support API: Use the Cloud Support API to programmatically view and manage your support cases. The API lets you cascade case data across platforms to improve visibility of issues within their workflow or ticketing systems.

  To learn about the Cloud Support API, see the Cloud Support API overview.
  
  
  
  

• Third-Party Technology Support: If you work with multiple Cloud providers, work with Customer Care to set up, configure, and troubleshoot your support experiences across third-party services.

  For details about providers and support tiers, see Third-Party Technology Support.
  
  
  
  

Value-Add Services

In addition to the features that come with Enhanced Support, you can purchase Value-Add Services to build additional support capabilities for your organization.

This section outlines Value-Add Services available to Enhanced Support customers.

Technical Account Advisor Service

Technical Account Advisor Service provides both proactive guidance and reactive support to help you succeed with your Cloud journey. This service guides you through your onboarding experience to Google Cloud and helps you to optimize and enable your Cloud strategy and operations. For more information, see Technical Account Advisor Service.

Our Technical Account Advisors work with you to deliver the following services:

• Guided onboarding to help you get started with Enhanced Support and set up your operations with Google Cloud.
• Best practices and additional support for your most critical cases, including proactive monitoring and guidance on case escalation.
• Monthly, quarterly, and yearly reviews to assess your operational health across Google Cloud and deliver recommendations for improving your usage of Enhanced Support.
• Recommended training paths and courses tailored to your organization's needs.

When you purchase Technical Account Advisor Service, you pay a monthly fee, with a minimum 1-year contract. After the first year, your contract is month-to-month. To learn about pricing or to purchase Technical Account Advisor Service, contact sales.

Planned Event Support

Planned Event Support provides your organization coverage for critical phases of high-traffic short-term digital events that last up to 5 days, like grand openings, new product launches, or data migrations.

Planned Event Support offers the following:

• Before your event, Google technical experts conduct an Architecture Essentials Review to identify and solve potential issues in advance, like quota or storage capacity.
• During your event, you receive an accelerated response time for P1 cases, with First Meaningful Response in 15 minutes.
• After your event concludes, you receive a Performance Summary Report, which contains a retrospective analysis of how your cloud environment performed during the event. The report also identifies opportunities to improve your future events.

When you purchase Planned Event Support, you pay a one-time fee. You can purchase Planned Event Support up to three times per year. To learn about pricing or to purchase Planned Event Support, contact sales.

Assured Support

Assured Support delivers an essential layer of compliance by restricting support services for Assured Workloads, to address personnel meeting geographical location and personnel-based attributes requirements.

Assured Support is available for Premium Support and Enhanced Support customers in the US, EU, Canada (CAN), Israel (IL), and Australia (AUS). It is automatically activated in the Assured Workloads folder for Premium Support and Enhanced Support customers.

For the list of products and services that are supported by Assured Workloads, see Supported products by compliance program.

For US-based organizations, Assured Support enables compliance requirements for FedRAMP High, IL4, and CJIS. For organizations based in EU, CAN, IL, and AUS, Assured Support enables compliance controls for personnel attributes and geographic location.

Create an Assured Workloads folder to get started.

Media CDN

Media Content Delivery Network (Media CDN) provides you an elevated level of technical support during specific content delivery events, such as live VOD streaming events.

Media CDN is composed of two different services: Live Event Support and Proactive Monitoring as a Service.

Live event support

Media CDN Live Event support provides your organization coverage for critical broadcasts, such as major sporting events, show releases, live news, or other major media events.

Media CDN Live Event Support offers the following:

• Before the event, Google technical experts conduct an Architecture Essentials Review to identify and solve potential issues in advance, such as quota issues and configuration issues.
• During the event, a Google Technical Engineer joins a supported communication channel allowing you to receive an accelerated response to queries along with assistance in creating cases with increased urgency with the technical leads and product specialists.
• After the event concludes, you receive a Performance Summary Report which contains a retrospective analysis of how your traffic was observed and how Media CDN performed during the event. The report also identifies issues and cases for follow up and opportunities to improve your future events.

When you purchase Media CDN Live Event Support, you pay a one-time fee. You can purchase Media CDN Live Event Support for multiple events per year. To learn about pricing or to purchase Media CDN Live Event Support, contact sales.

Proactive Monitoring as a Service

Proactive Monitoring as a Service (MaaS) provides your organization 24/7 proactive alerting and eyes on glass coverage for your critical workloads, such as major releases, production rollouts, new service offerings and primetime show releases.

Proactive Monitoring as a Service offers the following:

• A Technical Lead is assigned to your account to provide context to Technical Engineers handling proactive alerting.
• Before your monitoring period begins, a Google Technical Lead will conduct an Architecture Essentials Review and work with you collaboratively to identify meaningful metrics to monitor and to determine the thresholds that can trigger alerting.
• During the monitoring period, we monitor proactive alerts 24/7 and handle them with a rapid response through automated cases. These cases are created proactively and are sent to a Google Technical Engineers on your behalf.
• During the monitoring period, you can request a report on your traffic health, discuss alerts, and revise thresholds with your designated Technical Lead.

When you purchase Proactive Monitoring as a Service, you pay a monthly fee. You can purchase Proactive Monitoring as a Service for specific months throughout the year. To learn about pricing or to purchase Proactive Monitoring as a Service, contact sales.

Pricing

The monthly charges for Google Cloud Customer Care include a minimum fee or a tiered variable fee per organization.

• Minimum spend fee: $100.00 per month, or:
• Tiered variable fee:
  • 10% of monthly Google Cloud charges for the first $0-$10,000
  • 7% of monthly Google Cloud charges from $10,000-$80,000
  • 5% of monthly Google Cloud charges from $80,000-$250,000
  • 3% of monthly Google Cloud charges over $250,000

Charges will be at least the minimum charge of $100.00 or the result of the calculation, whichever is higher.

For more information and how to estimate your costs, see the Pricing details.

If you purchase Enhanced Support through the Google Cloud console, monthly support charges are calculated as a percentage of each month's total gross Google Cloud, Looker, and Google Security Operations costs as reflected in your monthly bill, prior to the application of any discounts, credits, or other adjustments (except for discounts related to BigQuery reservations).

Monthly support charges are calculated as a percentage of your total eligible Google Cloud, Looker, and Google Security Operations costs. This calculation is based on the list prices of all eligible services before the application of any discounts, credits, or other adjustments. For services covered by BigQuery reservations and resource-based Committed Use Discounts (CUDs), the support fee is calculated based on the list price of the commitment fee itself. Any usage that exceeds your commitment is calculated at the standard on-demand list price.

The charges for certain Google Cloud services, such as third-party Google Cloud Marketplace, Google Cloud Learn, and Google Cloud Consulting are not included in the Google Cloud Cloud Customer Care variable fee calculation.

Before purchasing Enhanced Support, consider the following:

• Enhanced Support purchased online through the Google Cloud console:

  • Auto-renewal: it's a monthly subscription that auto-renews every 30 days until canceled.
  • Commitment period: when you enroll in Enhanced Support, you are committed to a minimum 30-day term starting from your sign-up date.
  • Cancelation policy: if you cancel your subscription, the cancelation takes effect at the end of your current 30-day billing term. Through the remainder of that 30-day term, you will continue to receive and be charged for support.
  • Usage policy: Google Cloud reserves the right to refuse support to any customer who frequently signs up for and cancels Customer Care to circumvent standard subscription terms.

• Enhanced Support purchased offline through sales:

  • Commitment period: it has an initial commitment term ranging from a minimum of 12 months to a maximum of 36 months.
  • Auto-renewal: after the initial commitment term has passed, the subscription automatically converts to a monthly renewal plan and renews on a monthly basis.
  • Cancelation policy: to terminate an offline Enhanced Support subscription, a cancelation request must be submitted with a 30-day notice period.

What's next

• Purchase and set up Enhanced Support.