# Getting support

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.

A support subscription is not required to create and use
Assured Workloads folders. However, to receive support from personnel
that meet your control package's requirements, you must have an active
[Enhanced Support](https://docs.cloud.google.com/support/docs/enhanced) or
[Premium Support](https://docs.cloud.google.com/support/docs/premium) subscription. An Enhanced Support
subscription is available for purchase directly in the Google Cloud console. See
[Purchasing and setting up Enhanced Support](https://docs.cloud.google.com/support/docs/purchasing-setting-up-enhanced)
for more information. To purchase Premium Support, contact [sales](https://cloud.google.com/contact).

You can receive support for your Assured Workloads folders from either
Google or select partners. For more information about each support type, see the
[Google-led Assured Support](https://docs.cloud.google.com/assured-workloads/docs/getting-support#google-led) and
[Partner-led Assured Support](https://docs.cloud.google.com/assured-workloads/docs/getting-support#partner-led) sections.

## Google-led Assured Support

When you create a support case for projects in Assured Workloads
folders with an active Enhanced Support or Premium Support subscription, your
support case is routed to personnel that, where applicable, meet requirements
for work location, adjudication status, HR verification, data access controls,
and more. These requirements are determined by the control package your
Assured Workloads folder has been configured for. For select control
packages, this includes
[Assured Support](https://docs.cloud.google.com/support/docs/enhanced#assured_support).

> [!NOTE]
> **Note:** Some support cases may require escalation handling or technical consultation with Google support personnel who don't meet the work location or adjudication requirements for a given data boundary. However, such personnel don't have access to [Customer Data](https://cloud.google.com/terms).

For control packages that don't include support, the support personnel handling
your case are not restricted to a particular work location or adjudication
status. [FedRAMP Moderate](https://docs.cloud.google.com/assured-workloads/docs/getting-support#fedramp-moderate) workloads are adjudicated but are
not restricted to a specific work location. Support personnel for regional
data boundaries included in the Assured Workloads *Free tier* are not
restricted to a specific work location or adjudication status. These support
personnel attributes apply regardless of whether or not you have an active
Enhanced Support or Premium Support subscription.

If you have [Standard Support](https://docs.cloud.google.com/support/docs/standard) and you create a new
case, the support personnel handling your case are not restricted to a
particular work location or adjudication status, regardless of the control
package your Assured Workloads folder has been configured for. For
example, if your Assured Workloads folder is configured for the US
Data Boundary and Support control package, the support personnel handling your
case are not limited to only US Persons located in the US.

If you have Basic Support, you cannot create support cases for
Assured Workloads.

For more information, read the following sections:

- [Regional data boundaries support](https://docs.cloud.google.com/assured-workloads/docs/getting-support#regional-data-boundaries)
- [Regulatory data boundaries support](https://docs.cloud.google.com/assured-workloads/docs/getting-support#regulatory-data-boundaries)

For a list of partner-managed offerings, see the
[Sovereign Controls by Partners](https://docs.cloud.google.com/sovereign-controls-by-partners/docs/supported-products).

### Open a support case

> [!CAUTION]
> **Caution:** Failure to select the appropriate project associated with your Assured Workloads workload can result in the case and all details provided within the case request being routed to global support personnel, who are unable to access Assured Workloads project data to provide effective support.

Assured Workloads technical support services are only available for
customers who have purchased Assured Support. For questions about the
Assured Workloads product, open a support case specifying the
control package that is most relevant to your issue when you open a case.

| **Field** | **Specification** |
|---|---|
| Product | **Assured Workloads** |
| Category | Select the appropriate control package for your issue |

To open a support case, see
[Support Procedures](https://docs.cloud.google.com/support/docs/procedures).
You are responsible for ensuring that sensitive information is not shared within
your Support case.

### Google-led support for regional data boundaries

| **Control package** | **Support description** |
|---|---|
| [Australia Data Boundary and Support](https://docs.cloud.google.com/assured-workloads/docs/control-packages/australia-data-boundary-support) | Google Technical Support is provided by support personnel located in five specific countries (United States, Canada, Australia, United Kingdom, and New Zealand), regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. |
| [Canada Data Boundary and Support](https://docs.cloud.google.com/assured-workloads/docs/control-packages/canada-data-boundary-support) | Google Technical Support for first-level and second-level support is provided by Canadian personnel located in Canada, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. |
| [EU Data Boundary and Support](https://docs.cloud.google.com/assured-workloads/docs/control-packages/eu-data-boundary-support) | Google Technical Support is provided by EU support personnel located in the EU, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. |
| [EU Data Boundary with Access Justifications](https://docs.cloud.google.com/assured-workloads/docs/control-packages/eu-data-boundary-access-justifications) | Google Technical Support is provided by EU support personnel located in the EU, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. |
| [Israel Data Boundary and Support](https://docs.cloud.google.com/assured-workloads/docs/control-packages/israel-data-boundary-support) | Google Technical Support is provided by security-cleared Israeli Personnel located in Israel or security-cleared US Persons located in the US, screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in Hebrew or English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. To protect your privacy and to meet data residency requirements for information shared within a support case, email notifications for support case updates will only include a link to Customer Care in the Google Cloud console. You must be signed in to the Google Cloud console before you can view the contents of a support case update. |
| [Kingdom of Saudi Arabia (KSA) Data Boundary with Access Justifications](https://docs.cloud.google.com/assured-workloads/docs/control-packages/ksa-data-boundary-access-justifications) | Google Technical Support is provided by support personnel screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. |
| [Switzerland Data Boundary with Access Justifications](https://docs.cloud.google.com/assured-workloads/docs/control-packages/switzerland-data-boundary-access-justifications) | Google Technical Support is provided by EU support personnel located in the EU, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. |
| [US Data Boundary and Support](https://docs.cloud.google.com/assured-workloads/docs/control-packages/us-data-boundary-support) | Google Technical Support is provided by US Persons located in the US, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. |

### Google-led support for regulatory data boundaries

| **Control package** | **Support description** |
|---|---|
| [Data Boundary for Canada Controlled Goods Program (CGP)](https://docs.cloud.google.com/assured-workloads/docs/control-packages/canada-controlled-goods-program) | Google Technical Support for CGP workloads is provided by Canada Controlled Goods Program-screened Canadian support personnel located in Canada in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. To protect your privacy and to meet data residency requirements for information shared within a support case, email notifications for support case updates will only include a link to Customer Care in the Google Cloud console. You must be signed in to the Google Cloud console before you can view the contents of a support case update. |
| [Data Boundary for Canada Protected B](https://docs.cloud.google.com/assured-workloads/docs/control-packages/canada-protected-b) | Google Technical Support is provided by Reliability Status screened Canadian support personnel located in Canada in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. To protect your privacy and to meet data residency requirements for information shared within a support case, email notifications for support case updates will only include a link to Customer Care in the Google Cloud console. You must be signed in to the Google Cloud console before you can view the contents of a support case update. |
| [Data Boundary for Criminal Justice Information Systems (CJIS)](https://docs.cloud.google.com/assured-workloads/docs/control-packages/cjis) | Google Technical Support is provided by US Persons located in the US who have completed CJIS background checks, and have been screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. To protect your privacy and to meet data residency requirements for information shared within a support case, email notifications for support case updates will only include a link to Customer Care in the Google Cloud console. You must be signed in to the Google Cloud console before you can view the contents of a support case update. |
| [FedRAMP High](https://docs.cloud.google.com/assured-workloads/docs/control-packages#fedramp-high) | Google Technical Support for first-level and second-level support is provided by support personnel located in the US and screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. To protect your privacy and to meet data residency requirements for information shared within a support case, email notifications for support case updates will only include a link to Customer Care in the Google Cloud console. You must be signed in to the Google Cloud console before you can view the contents of a support case update. |
| [FedRAMP Moderate](https://docs.cloud.google.com/assured-workloads/docs/control-packages#fedramp-moderate) | Google Technical Support for first-level and second-level support is provided by support personnel screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. |
| [US Data Boundary for Healthcare and Life Sciences with Support](https://docs.cloud.google.com/assured-workloads/docs/control-packages/us-data-boundary-healthcare-life-sciences) | Google Technical Support is provided by US Persons located in the US and screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. |
| [Data Boundary for Impact Level 2 (IL2)](https://docs.cloud.google.com/assured-workloads/docs/control-packages/il2) | Google Technical Support is provided by US Persons located in the US and screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. To protect your privacy and to meet data residency requirements for information shared within a support case, email notifications for support case updates will only include a link to Customer Care in the Google Cloud console. You must be signed in to the Google Cloud console before you can view the contents of a support case update. |
| [Data Boundary for Impact Level 4 (IL4)](https://docs.cloud.google.com/assured-workloads/docs/control-packages/il4) | Google Technical Support is provided by US Persons located in the US and screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. To protect your privacy and to meet data residency requirements for information shared within a support case, email notifications for support case updates will only include a link to Customer Care in the Google Cloud console. You must be signed in to the Google Cloud console before you can view the contents of a support case update. |
| [Data Boundary for Impact Level 5 (IL5)](https://docs.cloud.google.com/assured-workloads/docs/control-packages/il5) | Google Technical Support is provided by US Persons located in the US and screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. To protect your privacy and to meet data residency requirements for information shared within a support case, email notifications for support case updates will only include a link to Customer Care in the Google Cloud console. You must be signed in to the Google Cloud console before you can view the contents of a support case update. |
| [Data Boundary for International Traffic in Arms Regulations (ITAR)](https://docs.cloud.google.com/assured-workloads/docs/control-packages/itar) | Google Technical Support is provided by US Persons located in the US and screened in accordance with Google's System Security Plan, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. To protect your privacy and to meet data residency requirements for information shared within a support case, email notifications for support case updates will only include a link to Customer Care in the Google Cloud console. You must be signed in to the Google Cloud console before you can view the contents of a support case update. |
| [Data Boundary for IRS Publication 1075](https://docs.cloud.google.com/assured-workloads/docs/control-packages/irs-1075) | Google Technical Support is provided by US Persons located in the US who have completed fingerprint-based CJIS background checks, state-level law enforcement checks, and citizenship verification, regardless of whether support is provided by Google or a [Subprocessor](https://cloud.google.com/terms/subprocessors). All requests for technical support services by the customer must be submitted by clicking the **Get Help** button from within the Admin Console and, in the project field, include the [project identifier (ID)](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects) that corresponds to an Assured Workloads folder. Support is provided only in English. Additional Google Cloud Support Services are outlined in the Google Cloud Support Services Guidelines. To protect your privacy and to meet data residency requirements for information shared within a support case, email notifications for support case updates will only include a link to Customer Care in the Google Cloud console. You must be signed in to the Google Cloud console before you can view the contents of a support case update. |

## Partner-led Assured Support

Select partners offer partner-led Assured Support for some
Assured Workloads control packages, and are authorized to provide
first-level and second-level support. The following partners have met the
requirements of the partner-led Assured Support program for the following
control packages:
Partner name Control package Support description [SADA](https://cloud.google.com/find-a-partner/partner/sada) [US Data Boundary and Support](https://docs.cloud.google.com/assured-workloads/docs/control-packages/us-data-boundary-support) First-level and second-level support is provided by US Persons located in the US, and only in English. [Operator Chmury Krajowej (OChK)](https://cloud.google.com/find-a-partner/partner/operator-chmury-krajowej) [EU Data Boundary and Support](https://docs.cloud.google.com/assured-workloads/docs/control-packages/eu-data-boundary-support) First-level and second-level support is provided by EU personnel located in the EU, and only in English.

Your partner is your first point of contact for support. They are responsible
for upholding the personnel access controls required by the control packages
that they're authorized to support. For control packages without built-in
personnel access restrictions, partners may offer localized first-level and
second-level support.

When a case is escalated to Google for third-level support, Google's commitments
are limited to those as described for the applicable control package in the
[Google-led Assured Support](https://docs.cloud.google.com/assured-workloads/docs/getting-support#google-led) section. If stricter, more granular
access controls for Google support personnel are required, we recommend using
[Access Approval](https://docs.cloud.google.com/assured-workloads/access-approval/docs).

## What's next

- Learn more about each [control package](https://docs.cloud.google.com/assured-workloads/docs/control-packages).
- Learn which [products are supported](https://docs.cloud.google.com/assured-workloads/docs/supported-products) for each control package.