Cloud Customer Care provides support packages that let you access general how-to advice, best practice help, troubleshooting, and operational knowledge.
The Basic Support package is provided to all Google Cloud customers and includes free billing and payments support. Other support packages require that you purchase them, and offer unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests.
Confirm your support service
You can confirm the existing level of Customer Care support you have for Google Cloud.
In the Google Cloud console, go to the Support > Overview page.
Using the resource selector on the console toolbar, select the organization or project for which you'd like to confirm your support level.
Your support service is indicated in the Support information section. For example:
Your current Customer Care service: Premium
Choose your support service
You can compare Customer Care support packages and choose the service that's right for your organization:
- Basic Support is included for all Google Cloud customers and provides access to documentation, community support, Cloud Billing support, and Active Assist recommendations. You can also request support for technical questions about projects within your organization.
- Standard Support is recommended for small to medium organizations with workloads under development looking to begin their support journey. 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.
- Enhanced Support offers faster response times and additional services designed for medium to large companies running 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.
- Premium Support is designed for enterprises that run priority workloads and require fast response times, platform stability, and increased operational efficiencies. You also have Customer Aware Support and are assigned a Technical Account Manager.
Optionally, you can increase your capabilities with Value-Add Services that are available as an additional purchase for Enhanced Support and Premium Support customers. For example, you can purchase elevated levels of technical support or increased oversight and assistance from experts who are invested in your organization's success.
For more information, see Get support with Cloud Customer Care.
Onboard to Customer Care
After purchasing a Customer Care support package, make sure that you understand your package, and any additional Value-Add Services, so that you can fully benefit from the included features.
You should also complete certain procedures including setting up the Google Cloud project environment, configuring access control, and optionally using services that automate and optimize your performance across Google Cloud.
For more information, see Onboard to Cloud Customer Care.
Contact Customer Care and get help
All users can contact Customer Care with questions about Cloud Billing. You can also request support for technical questions about projects within your organization.
- In the Google Cloud console, go to the Support > Overview page.
- Using the resource selector on the console toolbar, select the project for which you'd like support.
- In the navigation menu, select your preferred communication channel:
- Billing support: gives you access to a live chat for billing support
- Phone support: provides a phone number that you can call to receive assistance in supported languages
- Community support: provides links to community discussion groups and mailing lists that can help you find answers or troubleshoot problems
Other inquiries require purchasing a support package and creating a support case. A support case is a request for technical assistance or help with a Google Cloud account, project, or billing issue.
To have the most beneficial support experience and to effectively engage with Customer Care teams, you should follow certain best practices when creating and managing support cases in the Google Cloud console. Writing a detailed and specific support case, and setting the correct priority, makes it easier for the Customer Care team to respond to you quickly and efficiently.
For more information, see Create and manage support cases and Best practices for working with Customer Care.