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Attention: 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
new domain in communications, please 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.
Managing your cloud investments using multiple cloud providers and apps can require complex troubleshooting. Cloud Customer Care provides Third-Party Technology Support to help you resolve multi-vendor issues such as organization setup, configuration, and troubleshooting. The Customer Care team, combined with partner support relationships, collaborates with you while troubleshooting issues.
Third-Party Technology Support is available to customers with Enhanced Support, Premium Support, or Tech Partner Premium Support.
Three support approaches
There are three approaches to delivering Third-Party Technology Support:
- Collaborative support
- Workload-centric support
- Third-party vendor support
Support is provided in accordance with the Customer Care team's relationship with the Third-Party company.
Collaborative support
Customer Care collaborates with Google Tech partners (or Build (ISV) partners) to resolve issues on customer's behalf. Tech partners create solutions which integrate with, or run on, Google Cloud. They collaborate with Google Cloud to develop solutions and ensure technical innovation. For a practical example, see this blog.
[Shows how Google collaborates with tech partners to offer support.]
![[Shows how Google collaborates with tech partners to offer support.]](https://cloud.google.com/static/support/docs/images/collaborative-support.svg){kind=link}
Workload-centric support
Customer Care uses internal technical expertise to assist with the setup, configuration, and troubleshooting of a wide range of technologies.
[Shows how Google uses its internal expertise to offer support.]
![[Shows how Google uses its internal expertise to offer support.]](https://cloud.google.com/static/support/docs/images/workload-centric-support.svg){kind=link}
Third-party vendor support
Customer Care provides commercially reasonable assistance with the installation, configuration, and troubleshooting of third-party software that can be used on Google Cloud.
[Shows Google provides third-party vendor support.]
![[Shows Google provides third-party vendor support.]](https://cloud.google.com/static/support/docs/images/third-party-support.svg){kind=link}
Customer Care for Google Cloud and third-party technologies
In the list below, find additional details on support approaches for Third-Party Technology Support.
| Support approach |
Tech partner model description | Examples | Google Cloud Customer Care policy |
|---|---|---|---|
| Collaborative support | Google Cloud works with Tech Partners to create a joint support experience, following workflow processes to resolve technical issues. | This workstream includes, but is not limited to: | Customer Care troubleshoots the environment and offers guidance on how to resolve issues. As needed, Customer Care will engage directly with your vendor to jointly collaborate and resolve the issue. See the documentation in the column on the left for more information. |
| Workload-centric support | Google Cloud has expertise in a variety of third-party technologies and can assist with the setup, configuration, and troubleshooting of those technologies. | This workstream includes, but is not limited to:
|
Customer Care uses their in-house expertise to troubleshoot the environment and to offer guidance on how to best resolve issues. In some cases, Customer Care may refer you to the appropriate vendor for more assistance. Google Cloud VMware Engine support is covered by all support plans. |
| Third-Party vendor support | Google Cloud provides commercially reasonable assistance with the installation, configuration, and troubleshooting of third-party software that can be used on Google Cloud. | This workstream includes, but is not limited to:
|
Customer Care troubleshoots the environment and offers guidance on how to resolve issues. In these cases, Google Cloud offers commercially reasonable effort. If the issue is found to be associated with the third-party technology vendor, Customer Care may refer you to the vendor for resolution. |