Different support models are available for Sovereign Controls by Partners depending on which partner-managed solution you choose:
Partner-led support: Some partner offerings have a partner-led support model, where your support case is handled by the partner itself. You create a support case using the partner's ticketing system instead of Cloud Customer Care, and the partner's support personnel are responsible for handling your case. As necessary, your partner may engage Google Technical Support for assistance with your case. Google Technical Support will meet applicable personnel data access controls as required by the partner, regardless of whether support is provided by Google or a Subprocessor.
Partner-led support does not require an Enhanced or Premium Support subscription with Google Cloud. Contact your partner for more information.
Google-led support: Some partner offerings have a Google-led support model, which requires an Enhanced or Premium Support subscription. You create a support case using the Cloud Customer Care ticketing system, and Google's support personnel are responsible for handling your case.
Get a Cloud Customer Care subscription
Google Cloud offers specific support services to meet specific customer needs, such as 24/7 coverage, multi-channel support, and access to subject-matter experts. If your partner offering has a Google-led support model, an Enhanced or Premium Support subscription is required to purchase Sovereign Controls by Partners.
For more information, see Cloud Customer Care.
Open a Google-led support case
Sovereign Controls by Partners technical support services are only available for customers who have purchased Premium Support or Enhanced Support. For questions about the Sovereign Controls by Partners product, open a support case specifying the subcomponent that is most relevant to your issue when you open a case.
| Field | Specification |
|---|---|
| Group | Identity & Security |
| Component | Select the appropriate category for your issue |
| Sub Component | Select the appropriate category for your issue |
To open a support case, see Support Procedures. You are responsible for ensuring that sensitive information is not shared within your Support case.
All requests for technical support services by the customer must be submitted via the Create Case option from within the Google Cloud console. When creating a support case, make sure that you have selected a project that corresponds to a project within a Sovereign Controls by Partners folder. Remember to include the partner that you are partnering with in the Description section of the support case. Support is provided only in English. Additional Support Services are outlined in the Google Cloud Technical Support Services Guidelines.