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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.
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.
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.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-28 UTC."],[],[],null,["# Best practices for working with Premium Support\n\n[Premium Support](/support/docs/premium) is a paid support service designed for\nenterprises that run priority workloads and require fast response times,\nplatform stability, and increased operational efficiencies.\n\nWe recommend the following best practices when working with Premium Support.\n\nYou can also\n[download the printable PDF](/static/support/docs/images/best-practices-premium-support.pdf).\n\nWhen to set the highest priority\n--------------------------------\n\nIf you have an issue that is affecting business critical services and needs\nimmediate attention from Google, make sure you have chosen **\"P1\"** as the\npriority when [creating a support case](/support/docs/customer-care-procedures).\nYou should include in the case a detailed explanation of the business impact of\nthe issue and why P1 was selected.\n\nWhen a case is set as **P1** , an expert is immediately alerted to\n*exclusively* work on the issue. You will receive a quick initial response to\njoin a live troubleshooting call using Google Meet. **If your organization\ncan't use Meet, include a link to your video conferencing\nsoftware of choice for the expert to join.** After that, you will receive\nregular updates through the case.\n\nFor more information, see\n[Setting the priority and escalating](/support/docs/best-practices#setting_the_priority_and_escalating).\n\nWhen should you escalate\n------------------------\n\nWhen circumstances change, there might be a need to escalate an issue. Good\nreasons for escalation are:\n\n- Increase in business impact.\n- 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.\n\nWhat to expect from Support on P1 cases\n---------------------------------------\n\n| **Note:** While we troubleshoot your case, we expect that you will remain engaged to answer questions until resolution to facilitate efficient communication. **If\n| you become unresponsive for more than 3 hours, we may reduce the priority of the\n| case to a P2 until you re-engage.**\n\n### New P1\n\n- A Support expert will engage with you using **Google Meet or any other link\n you have provided.** It is expected that you will be available to **join this\n call within 15-30 minutes.** Tell the Support expert if you won't join this call\n for any reason.\n\n- The case will **\"follow the sun\"** by default which means that Support experts\n will engage **24 hours a day until the case is mitigated** or deprioritized. If\n case resolution is best pursued in a specific region, that case can be locked to\n a certain time zone. Let us know your preference to this effect.\n\n### P1 priority increase\n\n- You can increase an **existing P2 - P4 case** to a **P1** if the issue has\n started impacting your production environment, or is about to.\n\n- When you increase an existing case to a **P1** , the support case might be\n reassigned to allow an available **Support expert** to provide immediate\n attention.\n\n### Non-production impact\n\nTo ensure that appropriate resources are allocated where needed, Support might\nengage with you to reevaluate cases marked as P1 that are not impacting\nproduction or causing high business impact.\n\nWhat's next\n-----------\n\n- [Contact sales to purchase and set up Premium Support](/contact)\n- [Set up access control to manage how your organization uses Premium Support](/support/docs/access-control)\n- [Create and manage support cases](/support/docs/customer-care-procedures)\n- [Follow best practices for working with Customer Care](/support/docs/best-practices)"]]
