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

Standard Support is a paid Support offering recommended for small to medium organizations with workloads under development looking to begin their support journey. This offering helps you troubleshoot, test, and explore Google Cloud.

To purchase Standard Support, see Purchasing and setting up Standard Support.

Features

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

Support cases

As an Standard 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 Standard Support offering. You manage your users' level of support access using Identity and Access Management (IAM). For details about managing IAM roles and permissions, see Access control.

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

• Response SLO: For Priority 2 (P2) support cases, receive the first meaningful response within 4 hours, in local hours of operation.
• Channels: Submit a support case in the Google Cloud console and follow up by email.
• Availability: Receive support during local hours of operation, Monday to Friday.
• Language support: Request support in English.

To create and manage support cases, see Managing cases.

You can also create and manage support cases using the Cloud Support API.

For details on Customer Care availability, see Language support and working hours.

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. To learn more, see the Recommender documentation.

Pricing

The monthly charges for Google Cloud Customer Care include a minimum fee or a tiered variable fee per organization. Charges will be at least the minimum charge of $29.00 or the result of the calculation, whichever is higher:

• Minimum spend fee: $29.00 per month
• Tiered variable fee: 3% of monthly Google Cloud charges

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

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.

Auto-renewal: Standard Support is a monthly subscription that auto-renews every 30 days until canceled.

Commitment period: When you enroll in Standard 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.

What's next

• Purchase and set up Standard Support.
• Set up Identity and Access Management (IAM) to manage how users in your organization access and use Enhanced Support.
• Create or manage support cases.
• Follow best practices for working with Customer Care.