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Cloud Customer Care provides you with access to general how-to advice, best practice help, troubleshooting, and operational knowledge through its support services. By giving you the tools and expertise needed so that you can optimize performance, manage risk, and keep costs under control, Customer Care can help you achieve your business goals with increased speed and scale in the cloud.

Important:

• Google Cloud works with many reputable partners globally that provide specialized services that span across sales, customer service, and engineering functions.
  

  These partners are part of Google's extended workforce and they use our systems and tools with a distinct email domain (@xwf.google.com). If you notice this domain in communications, you can be assured that this is legitimate and is from an authorized representative of Google.
  

  We thank you for your understanding and your continued support of our world class products and services.

• To ensure the continued functionality of Google Cloud products and services, cloud enterprise customers receive MSAs (Mandatory Service Announcements) through emails. These are most often contractually obligated notifications or information that Google considers critical. For more information, see Google Cloud Mandatory Service Announcements.

Compare support services

Make sure you understand the services and features included in a Customer Care support package. You can compare package features and services and choose the service that's right for your organization:

• Basic Support is included for all Google Cloud customers.
• Standard Support is recommended for small to medium organizations with workloads under development looking to begin their support journey.
• Enhanced Support offers faster response times and additional services designed for medium to large companies running their cloud workloads in production.
• Premium Support is designed for enterprises that run priority workloads and require fast response times, platform stability, and increased operational efficiencies.

All Google Cloud accounts get free billing and payments support. For more information, see Get Cloud Billing support.

Basic Support

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

Standard Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests. The Standard Support service is designed for small to medium organizations with workloads under development. With Standard Support, you have access to the Cloud Support API, Active Assist recommendations and receive 4-hour response times for Priority 2 (P2) cases.

To learn about this service and pricing, see the Standard Support overview.

Enhanced Support

Enhanced Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests. The Enhanced Support service is designed for medium to large companies that are looking for faster response times and additional services to run their Cloud workloads in production. With Enhanced Support, you have access to intelligent services, such as the Cloud Support API, Third-Party Technology Support, and Recommender.

To learn about this service and pricing, see the Enhanced Support overview.

Premium Support

Premium Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, feature requests, and more. You also have Customer Aware Support and are assigned a Technical Account Manager.

This support service is available to Google Cloud and Google Workspace customers.

To learn about this service and pricing, see the Premium Support overview.

Value-Add Services

Optionally, increase your capabilities with Value-Add Services. Value-Add Services are available as an additional purchase for Enhanced Support and Premium Support customers:

• Enhanced Support:

  • Technical Account Advisor Service provides increased oversight and assistance from experts who are invested in your organization's success.
  • Planned Event Support provides coverage for critical phases of high-traffic short-term digital events like grand openings, new product launches, or data migrations.
  • Assured Support delivers an essential layer of compliance to secure your workloads.
  • Media CDN provides an elevated level of technical support during specific content delivery events, such as live VOD streaming events.

• Premium Support:

  • Mission Critical Services lets you assess and mitigate potential service disruptions for environments that are essential to an organization and can cause significant impact when disrupted.
  • Assured Support delivers an essential layer of compliance to secure your workloads.
  • Media CDN provides an elevated level of technical support during specific content delivery events, such as live VOD streaming events.

Other support services

Other Customer Care support services that apply to specific products or scenarios are available.

Comprehensive Support

Google Cloud has acquired companies and integrated them into its SaaS products and solutions portfolio. Comprehensive Support is extended to the following products and offers a one-business-day SLO for Priority 2 (P2) cases:

• Looker (Google Cloud core)
• Looker (Original)
• Google Security Operations (Chronicle) SIEM
• Google SecOps (Chronicle) SOAR
• Apigee Hybrid
• Apigee Edge Cloud
• Apigee (X)
• Mandiant
• Application Integration
• Integration Connectors

For more information, see Manage support for acquisitions.

Third-Party Technology Support

Customer Care provides Third-Party Technology Support to help you resolve multi-vendor issues such as organization setup, configuration, and troubleshooting.

For more information, see Manage support for third parties.

Legacy support services

Legacy support refers to different generations of Google Cloud support and how to transition to Customer Care services.

For more information, see Manage support for legacy services.

Confirm your support service

You can confirm the existing level of Customer Care support you have for Google Cloud.

1. In the Google Cloud console, go to the Support > Overview page.

   Go to Overview

2. Using the resource selector on the console toolbar, select the organization or project for which you'd like to confirm your support level.

3. Your support service is indicated in the Support information section. For example:

   Your current Customer Care service: Premium

Only Organization Administrators can change the support service, since it applies to all projects under your Google Cloud organization. For more information, see Access control with IAM.

Purchase a support service

To purchase and manage how users in your organization access and use a Customer Care package, you must have a Google Cloud organization, and the Organization Administrator (roles/resourcemanager.organizationAdmin) Identity and Access Management (IAM) role for the organization. For more information, see Access control with IAM.

To create an organization and add an Organization Administrator, see Creating and managing organization resources.

To purchase a Customer Care support service, see the following:

• Purchase and set up Standard Support
• Purchase and set up Enhanced Support
• To purchase Premium Support, contact sales

Onboard to Customer Care

Learn how to onboard to Customer Care. By completing these onboarding tasks, you ensure a beneficial support experience and an effective engagement with Customer Care teams.

Contact technical support

After purchasing and setting up a Customer Care support service, you can use the service. For Standard, Enhanced, and Premium Support, learn how to create and manage support cases.

For information about support availability and response times, see the following:

• Language support and working hours
• Technical Support Services Guidelines
• Google Workspace Technical Support Services Guidelines

What's next

• Best practices for working with Customer Care
• Best practices for working with Premium Support
• Privacy best practices when working with Cloud Customer Care
• Use Google Cloud Service Health as a fallback