Best practices for working with Premium Support

Premium Support is a paid support service designed for enterprises that run priority workloads and require fast response times, platform stability, and increased operational efficiencies.

We recommend the following best practices when working with Premium Support.

You can also download the printable PDF.

When to set the highest priority

If you have an issue that is affecting business critical services and needs immediate attention from Google, make sure you have chosen "P1" as the priority when creating a support case. You should include in the case a detailed explanation of the business impact of the issue and why P1 was selected.

When a case is set as P1, an expert is immediately alerted to exclusively work on the issue. You will receive a quick initial response to join a live troubleshooting call using Google Meet. If your organization can't use Meet, include a link to your video conferencing software of choice for the expert to join. After that, you will receive regular updates through the case.

For more information, see Setting the priority and escalating.

When should you escalate

When circumstances change, there might be a need to escalate an issue. Good reasons for escalation are:

Increase in business impact.
Breakdown of the resolution process. For example, if you haven't received an update in the agreed upon amount of time or the issue is unresolved without progress after exchanging several messages.

What to expect from Support on P1 cases

New P1

A Support expert will engage with you using Google Meet or any other link you have provided. It is expected that you will be available to join this call within 15-30 minutes. Tell the Support expert if you won't join this call for any reason.
The case will "follow the sun" by default which means that Support experts will engage 24 hours a day until the case is mitigated or deprioritized. If case resolution is best pursued in a specific region, that case can be locked to a certain time zone. Let us know your preference to this effect.

P1 priority increase

You can increase an existing P2 - P4 case to a P1 if the issue has started impacting your production environment, or is about to.
When you increase an existing case to a P1, the support case might be reassigned to allow an available Support expert to provide immediate attention.

Non-production impact

To ensure that appropriate resources are allocated where needed, Support might engage with you to reevaluate cases marked as P1 that are not impacting production or causing high business impact.