支持服务正式关停后， Google Cloud 将不再支持这些服务。如果您在相关关停日期之前尚未转换到 Customer Care，则无法再享受技术支持。 在相关服务被弃用时具有有效支持请求的客户只能通过购买 Customer Care 服务，才能访问支持请求并继续与支持人员互动。
下表列出了当前支持服务的关停时间表：
支持服务
停用日期
白金级
2021 年 12 月 1 日
企业
2021 年 12 月 1 日
黄金级
2022 年 5 月 31 日
基于角色的生产支持服务
2022 年 5 月 31 日
白银级
2022 年 5 月 31 日
基于角色的开发支持服务
2022 年 5 月 31 日
免费试用技术支持（聊天）
2022 年 6 月 15 日
替换选项
Google Cloud Customer Care Portfolio 提供量身定制的支持服务，可满足您的所有需求，从简单的技术帮助到平台稳定性以及提高运营效率。
提供三项核心服务：标准支持服务、增强型支持服务和高级支持服务。这三项支持服务提供不同的响应时间和服务，例如 Active Assist Recommender API 和第三方技术支持。您也可以使用“技术客户管理”和“运营状况审查”等高级功能。客户可以购买增值服务以从更积极的互动、更快的响应时间和扩大的支持服务能力获益。
旧支持服务（白银级、黄金级、白金级、基于角色和企业支持服务）将被三项核心客户 Customer Care 服务取代：标准、增强型和高级支持服务。Customer Care Portfolio 使 Google Cloud 与 Google Workspace 服务保持一致，并提供简化的价格方案和主动式服务，联系人数量也不受限制。旧支持服务即将关停，以确保所有客户都能享用最新的服务。
如果我不转换会出现什么情况？
如果您的组织决定不在关停日期（即 2022 年 5 月 31 日）之前转换为 Customer Care 服务，您将无法再享受技术支持。
新旧服务比较
新的 Customer Care Portfolio 是什么？
Google Cloud Customer Care portfolio 包含三大基础支持服务：标准支持服务、增强型支持服务和高级支持服务。每项支持服务的响应时间和服务各不相同。客户可以通过购买增值服务来扩展其支持能力。了解 Customer Care portfolio。
新旧服务之间的差异是什么？
对于旧支持服务客户，允许访问支持服务的用户数受到限制或必须按用户支付费用。同时，具有 Customer Care portfolio 中的任何服务的客户可以访问支持服务的用户数不受限制。
Customer Care 不但具有简化的价格方案和不受限制的联系人，而且具有比旧服务更多的独家功能。如需详细了解全新和改进的主动式服务，请参阅标准支持服务概览和增强型支持服务概览。Google Cloud的价格反映了其核心服务的价值，以及 Customer Care 中包含的附加服务。您可以使用以下计算器比较这些服务的价格：
[[["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)：2025-04-28。"],[],[],null,["# Manage support for legacy services\n\nThis document explains the different generations of Google Cloud support,\nthe default services, and frequently asked questions regarding the shutdown of\nlegacy services.\n\nOverview\n--------\n\nAs customers of all sizes continue to scale their operations on Google Cloud,\nGoogle Cloud continues to re-imagine its support services to accommodate\ntheir growing needs. To provide better services and solutions,\nGoogle Cloud released three generations of Support, improving with every\nnew generation:\n\n- **Metallic**: Silver, Gold, and Platinum\n- **Role-Based and Enterprise**: Role-Based Development, Role-Based Production, and Enterprise\n- **Customer Care**: Standard, Enhanced, and Premium\n\nThe Metallic, Role-Based, and Enterprise services are no longer available for\nsale. Google Cloud continues to support customers subscribed to these\nlegacy support services until their shutdown dates.\n\nMeanwhile, Google Cloud encourages customers to transition to the\n[Customer Care portfolio](/support).\n\nShutdown dates\n--------------\n\nAfter a support service has officially shut down, the Google Cloud no\nlonger supports the service. If you have not transitioned to Customer Care\nby the relevant shutdown date, you will no longer have access to Technology\nSupport. Any customers who had active cases at the time of the deprecation can\nonly access cases and continue to interact with support personnel by purchasing\na Customer Care service.\n\nThe following table lists the current support service shutdown schedules:\n\n| **Note:** To get technical support during your Google Cloud Free Trial, upgrade to a support service from the [Customer Care portfolio](https://cloud.google.com/support).\n\nReplacement options\n-------------------\n\nThe Google Cloud Customer Care portfolio provides tailored\nsupport services designed to address all of your needs, from simple technical\nassistance to platform stability and increased operational efficiencies.\n\nThere are three core services: Standard, Enhanced, and Premium Support. All\nthree deliver a variety of response times and services like Active Assist\nRecommender API and Third-Party Technology Support. Advanced features such as\nTechnical Account Management and Operational Health Reviews are also available.\nCustomers can purchase Value Add Services to benefit from more proactive\nengagement, faster response times, and expanded support capabilities.\n\nTo learn more, see the overview pages for each service:\n\n- [Standard Support overview](/support/docs/standard) and [pricing](/support/docs/standard#pricing)\n- [Enhanced Support overview](/support/docs/enhanced) and [pricing](/support/docs/enhanced#pricing)\n- [Premium Support overview](/support/docs/premium) and [pricing](/support/docs/premium#pricing)\n\nThe Customer Care portfolio replaces our legacy support services:\nSilver, Gold, Platinum, Role-Based, and Enterprise Support. If you are interested\nin finding out about how your current service matches up with the new portfolio\nof services, use the following table to guide you through the three generations of\nGoogle Cloud support:\n\nCase visibility post Deprecation\n--------------------------------\n\nAs of May 31, 2022, [Silver Support, Gold Support, and Role-Based Support were shutdown](/support/docs/shutdown). All Silver and Gold Support direct customers (excluding partners) were moved to Bronze Support (billing only) and Role-Based support customers were moved to Basic support, which also includes only billing support. To file new technical support cases, all customers need to sign up for a [Customer Care service](https://cloud.google.com/support). Any customers who had active cases at the time of the deprecation can only access cases and continue to interact with support personnel by purchasing a Customer Care service.\n\nFor more information, see:\n\n- [Shutdown FAQs](/support/docs/shutdown#frequently_asked_questions_faqs)\n- [How to purchase Standard Support](/support/docs/purchasing-setting-up-standard)\n- [How to purchase Enhanced Support](/support/docs/purchasing-setting-up-enhanced)\n- [How to purchase Premium Support](/support/docs/premium)\n\nSign up to Customer Care\n------------------------\n\nLearn about services available in the [Customer Care portfolio](/support)\nand choose the one that fits your needs:\n\n- [Purchase and set up Standard Support](/support/docs/purchasing-setting-up-standard)\n- [Purchase and set up Enhanced Support](/support/docs/purchasing-setting-up-enhanced)\n- To get started with Premium Support, [contact sales](/sales).\n\nFrequently asked questions (FAQs)\n---------------------------------\n\n### Transitioning to the Customer Care portfolio\n\n**Why is my support service being shut down?**\n\nThe legacy support services (Silver, Gold, Platinum, Role-Based, and Enterprise\nSupport) are being replaced by the three core Customer Care services:\nStandard, Enhanced, and Premium Support. The Customer Care portfolio\naligns Google Cloud and Google Workspace services and delivers simplified\npricing, proactive services, and unlimited contacts. The legacy support services\nare being shut down to ensure that all customers have the most up to date\nservice.\n\n**What happens if I don't transition?**\n\nIf your organization decides not to transition to a Customer Care\nservice before the shutdown date, May 31, 2022, you will no longer have access\nto Tech Support.\n\n### Comparing the new services with the legacy services\n\n**What is the new Customer Care portfolio?**\n\nThe Google Cloud Customer Care portfolio includes three\nfoundational services: Standard, Enhanced, and Premium Support. Response times\nand services differ for each service. Customers can purchase Value Add Services\nto expand their support capabilities. [Learn about the portfolio](/support).\n\n**What's the difference between the legacy and the new services?**\n\nFor legacy support customers, the number of users permitted access to support is\nlimited or must be paid per user. Meanwhile, customers with any service from\nthe Customer Care portfolio can have unlimited users access support.\n\nIn addition to their [counterpart legacy support services](#replacement_options):\n\n- Standard Support includes Active Assist Recommendations and Cloud Support API.\n- Enhanced Support includes Active Assist Recommendations, Third-Party Technology Support, Cloud Support API, and access to Value Add Services.\n- Premium Support provides Active Assist Recommendations, Third-Party Technology Support Cloud Support API, Operational Health Reviews, Customer Aware Support, Event Management Services, training and new product reviews.\n\n**What are the Service Level differences between the new services and the legacy?**\n\nThe following table shows the differences in Service Levels for each priority (P),\nwith response times in minutes (mins) and hours (h).\n\n**What is the service impact to me?**\n\nIn addition to simplified pricing and unlimited contacts, Customer Care\nhas more exclusive features than the legacy services. For more information about\nthe new and improved proactive services, visit the [Standard Support overview](/support/docs/standard)\nand [Enhanced Support overview](/support/docs/enhanced).\n\n**How do I find out what my current support service is?**\n\nYou can find the level of support by visiting the [Google Cloud console](https://console.cloud.google.com/)'s **Support**\npage. Your support service is shown near the top of the **Support Overview**\npage.\n\n### Financing my Support\n\n**Why am I paying more for a similar service?**\n\nCustomer Care not only has simplified pricing and unlimited contacts,\nit has more exclusive features than the legacy services. For more information\nabout the new and improved proactive services, visit the [Standard Support\noverview](/support/docs/standard) and [Enhanced Support overview](/support/docs/enhanced).\nGoogle Cloud's prices reflect the value of its core services and the additional\nservices included with Customer Care. You can compare the prices of the\nservices with the following calculators:\n\n- [Standard Support calculator](/products/calculator#tab=standard-support)\n- [Enhanced Support calculator](/products/calculator#tab=enhanced-support)\n- [Premium Support calculator](/products/calculator#tab=premium-support)\n\n**How much will I pay in 2022?**\n\nStandard Support costs a $29.00 base fee plus 3% of your monthly charges.\nTo calculate the cost to your organization, use the [Standard Support calculator](/products/calculator#tab=standard-support).\n\nEnhanced Support costs a $500.00 base fee plus 3% of your monthly charges.\nTo calculate the cost to your organization, use the [Enhanced Support calculator](/products/calculator#tab=enhanced-support).\n\n**How can I get technical support after the Free Trial technical support is no\nlonger available?**\n\nYou can continue to use Billing and Admin support. For technical support, purchase\na support service from the\n[Customer Care portfolio](https://cloud.google.com/support).\n\nUseful resources\n----------------\n\nIf you need further assistance, contact [Customer Care](https://cloud.google.com/contact).\n\n- [Customer Care portfolio overview](/support)\n- [Standard Support overview](/support/docs/standard)\n- [Enhanced Support overview](/support/docs/enhanced)\n- [Premium Support overview](/support/docs/premium)\n- [Purchasing and setting up Standard Support](/support/docs/purchasing-setting-up-standard)\n- [Purchasing and setting up Enhanced Support](/support/docs/purchasing-setting-up-enhanced)"]]
