如果您的裸金属解决方案环境中存在需要引起您关注的问题，Cloud Customer Care 将需要立即与您联系。以下信息介绍了如何设置您的 Google Cloud 项目以接收来自 Cloud Customer Care 的通知，并说明了确保联系信息最新且有效的重要性以及当我们联系您时您尽快进行响应的必要性。
在您的 Google Cloud 项目中设置联系信息
在预配过程中设置 Google Cloud 项目时，您需要配置以下两个关键项：
重要联系人 - 技术
项目所有者
Cloud Customer Care 使用“重要联系人 - 技术”条目作为联系您的主要途径，并将“项目所有者”作为备选联系人。
仅适用于 Oracle Linux 和 Red Hat Enterprise Linux (RHEL) 用户。
SOS 报告包含系统的配置详细信息、系统信息和诊断信息。我们可能会要求您提供 SOS 报告以执行根本原因分析并排查问题。
我们建议您在以下时候生成 SOS 报告：
更改服务器的操作系统配置之前。
更改操作系统配置后，且在重新启动服务器之前。
在操作系统配置更改后的重新启动后立即生成。
如需生成和共享 SOS 报告，请按以下步骤操作：
运行以下命令以查看您的服务器上是否安装了 sosreport 软件包。
rpm -qa | grep sos
如果安装了 sosreport 软件包，您将看到 sosreport 软件包的版本。例如：
sos-3.2-35.el7_2.3.noarch
如果未安装该软件包，则输出为空。
如果未安装该软件包，请以根用户身份运行以下命令来安装 sosreport 软件包：
sudo yum install sos
如需生成 SOS 报告，请以根用户身份运行以下命令：
sudo sosreport
出现提示时，按 Enter 或 Return 键继续。
（如果运行 Oracle Linux）出现提示时，按 Enter 或 Return 键接受文件的默认名称。
出现提示时，输入支持请求 ID（如果有）。
找到报告。命令执行完毕后，您将在其输出中看到 SOS 报告的位置，如以下示例所示：
Your sosreport has been generated and saved in:
/var/tmp/sosreport-breakboot2-2021-03-30-lyrkotf.tar.xz
Size 8.76MiB
Owner root
md5 afda594259aade437dd00c44f92d66db
Please send this file to your support representative.
[[["易于理解","easyToUnderstand","thumb-up"],["解决了我的问题","solvedMyProblem","thumb-up"],["其他","otherUp","thumb-up"]],[["很难理解","hardToUnderstand","thumb-down"],["信息或示例代码不正确","incorrectInformationOrSampleCode","thumb-down"],["没有我需要的信息/示例","missingTheInformationSamplesINeed","thumb-down"],["翻译问题","translationIssue","thumb-down"],["其他","otherDown","thumb-down"]],["最后更新时间 (UTC)：2025-08-19。"],[[["\u003cp\u003eGoogle Cloud offers various support packages, including 24/7 coverage and phone support, to address different user needs for their Bare Metal Solution environments.\u003c/p\u003e\n"],["\u003cp\u003eWhen contacting support, have server names, troubleshooting steps taken, error screenshots, dates and times for reimaging, alternative contact info, and potential SOS reports and logs ready.\u003c/p\u003e\n"],["\u003cp\u003eUsers are responsible for setting up and regularly updating "Essential contacts - Technical" and "Project Owner(s)" in their Google Cloud projects to ensure effective communication with Cloud Customer Care.\u003c/p\u003e\n"],["\u003cp\u003eCloud Customer Care may proactively contact users regarding maintenance or operational events affecting their Bare Metal Solution environment, requiring prompt user responses to address potential issues.\u003c/p\u003e\n"],["\u003cp\u003eGenerating an SOS report, containing configuration details, system information, and diagnostic information, is recommended before and after OS configurations, which can be requested by support teams to troubleshoot issues.\u003c/p\u003e\n"]]],[],null,["# Get support\n===========\n\nGet a Google support package\n----------------------------\n\nGoogle Cloud offers different support packages to meet different needs, such as\n24/7 coverage, phone support, and access to a technical support manager. For\nmore information, see [Cloud Customer Care](/support).\n\n### Recommendations for efficient support\n\nWhen you contact technical support, we recommend that you have the following\ninformation ready:\n\n- Name of your server\n- Troubleshooting that you have performed\n- Screenshot of the error, if applicable\n- Specific date and time if you would like to reimage the server\n- Alternative contact information to supplement the primary contacts you set in [**Essential contacts - Technical**](#set-up-contact-information-in-your-google-cloud-project)\n- SOS report: We might request you for an SOS report to troubleshoot the issue. See [Generate and share SOS report](#generate-share-sosreport).\n- Logs: We might request specific logs based on your issue.\n\nRespond to the support team\n---------------------------\n\nIf there is an issue with your Bare Metal Solution environment that requires attention,\nCloud Customer Care needs to contact you right away. The following information\nexplains how to set up your Google Cloud project to receive notifications from\nCloud Customer Care, the importance of keeping your contact information up to\ndate, and the need for you to respond promptly when we do contact you.\n\n### Set up contact information in your Google Cloud project\n\nWhen you set up your Google Cloud project during the provisioning process,\nthere are two key items you need to configure:\n\n- Essential contacts - Technical\n- Project Owner(s)\n\nThe Cloud Customer Care team uses the *Essential contacts - Technical*\nentry as the primary way to contact you, with the *Project Owner*(s) as a backup\ncontact.\n\nTo set up the **Essential contacts - Technical** entry in your\nGoogle Cloud project, see\n[Managing contacts for notifications](/resource-manager/docs/managing-notification-contacts). We\nrecommend that you use a group email address as your first entry for **Essential\ncontacts - Technical** so that [Cloud Customer Care](https://cloud.google.com/support-hub)\ncan reach your entire on-call team responsible for critical incident response.\n\nYou are responsible for managing and updating these contacts. Because of the\ncritical nature of this type of communication, you must review your contacts on\na regular basis and keep the contact information up to date.\n\n### When Cloud Customer Care contacts you\n\nCloud Customer Care contacts you proactively if there is a maintenance\nor operational event that might impact your Bare Metal Solution environment, such\nas:\n\n- When we need to confirm a maintenance window, and discuss the associated downtime or actions that you need to take.\n- If we find an issue with your Bare Metal Solution infrastructure that needs attention, such as an outage or hardware failure.\n- If there is an unresponsive server and we need your help to troubleshoot the issue.\n- If we need to restore an application or database to full operation.\n\nWe also might send you maintenance notices to correct potentially impactful\nhardware errors in a timely manner. If you delay in responding to us, this\ninaction might expose you to additional risk of hardware failure.\n\nFor these many reasons, respond to Cloud Customer Care with urgency when\nwe contact you. The messages we send you alert you to either a current,\nproduction-impacting event or a planned maintenance event. When we contact you,\nbe sure to call us back or reply to the email.\n\nTo learn about Bare Metal Solution maintenance process and how to prepare for the\nmaintenance events, see\n[Prepare for Bare Metal Solution maintenance events](/bare-metal/docs/bms-maintenance-process).\n\nContact support\n---------------\n\nIf you already have a support package, you can contact\n[Cloud Customer Care](/support-hub).\n\nFor Bare Metal Solution, file a support case for a problem or a service request such as rebooting or reimaging a server, changing the network configuration, or requesting hardware changes in your environment.\n\nTo get help with a problem, specify the category that is most relevant to your issue when you open a case.\n\nGenerate and share SOS report\n-----------------------------\n\n**Applicable only to Oracle Linux and Red Hat Enterprise Linux (RHEL) users.**\n\nAn SOS report contains configuration details, system information, and diagnostic\ninformation of your system. We might request you for an SOS report to perform a\nroot cause analysis and troubleshoot your issue.\n\nWe recommend that you generate SOS reports at the following times:\n\n1. Before changing the OS configuration of your server.\n2. Immediately after changing the OS configuration but prior to rebooting the server.\n3. Immediately after the reboot following the change in the OS configuration.\n\n| **Caution:** Running the `sosreport` utility with `ethtool -d` can cause a buffer overflow and kernel panic. Before using the `sosreport` utility, read about this issue and how to prevent it . See [Buffer overflow when using ethtool with debug flag](/bare-metal/docs/known-issues#buffer-overflow-with-ethtool).\n\nTo generate and share an SOS report, follow these steps:\n\n1. Run the following command to see if the `sosreport` package is installed on\n your server.\n\n ```\n rpm -qa | grep sos\n ```\n\n If the `sosreport` package is installed, you'll see the version of the\n `sosreport` package. For example: \n\n ```\n sos-3.2-35.el7_2.3.noarch\n ```\n\n If the package is not installed, the output is blank.\n2. If the package is not installed, as the root user, run the following command\n to install the `sosreport` package:\n\n ```\n sudo yum install sos\n ```\n3. To generate the SOS report, as the root user, run the following command:\n\n ```\n sudo sosreport\n ```\n\n When prompted, press the **Enter** or **Return** key to continue.\n4. (If running Oracle Linux) When prompted, accept the default name for the\n file by pressing the **Enter** or **Return** key.\n\n5. When prompted, enter the case ID if you have one.\n\n6. Locate the report. When the command finishes executing, you'll see the\n location of the SOS report in its output, as shown in the following example:\n\n ```\n Your sosreport has been generated and saved in:\n /var/tmp/sosreport-breakboot2-2021-03-30-lyrkotf.tar.xz\n Size 8.76MiB\n Owner root\n md5 afda594259aade437dd00c44f92d66db\n Please send this file to your support representative.\n ```\n7. By default, the system generates the report in `tar` format. Convert it to\n `zip` format.\n\n8. Upload the report to the support case.\n\nIf you're unable to upload the report to the case, follow these steps:\n\n1. Upload the report to a Google Drive folder.\n\n2. Right-click the file, and click **Share**.\n\n3. In the **Add people and groups** field, enter the following email address:\n\n `gcp-ps-oracle-team-global@google.com`.\n4. Select the **Editor** role.\n\n5. Click **Copy link**.\n\n6. Click **Done**.\n\n7. Add the copied link into your support case.\n\nScope of support for Bare Metal Solution\n----------------------------------------\n\nCloud Customer Care covers the following areas in Bare Metal Solution\nenvironments:\n\n- The bare-metal servers and attached storage\n- The network and interconnect\n- Physical and network security\n- The facilities\n\nService level agreements define initial response times for Cloud Customer Care\naccording to the [Google Cloud technical support services\nguidelines](/terms/tssg).\n\nGoogle Cloud does not provide support\nfor the operating system or your application software and databases\nthat run in a Bare Metal Solution environment."]]
