Cloud Customer Care lets you get technical troubleshooting, best practice guidance, and operational support for your cloud workloads. Choosing a Customer Care tier that fits your organization helps you optimize performance, manage risk, and control costs. > [!NOTE] > **Note:** > > Google Cloud works with third-party partners who are part of Google's > extended workforce. These partners use our systems and tools with a distinct > and legitimate email domain (`@xwf.google.com`). For more information, > see > [About our third-party partners](https://docs.cloud.google.com/docs/about-our-third-party-partners). > > To ensure the continued functionality of Google Cloud products and > services, cloud enterprise customers receive MSAs (Mandatory Service > Announcements) through emails. These are most often contractually obligated > notifications or information that Google considers critical. For more > information, see > [Google Cloud Mandatory Service Announcements](https://docs.cloud.google.com/docs/cloud-msa). ## Compare support services Make sure you understand the services and features included in a Customer Care support package. You can [compare package features and services](https://docs.cloud.google.com/support#compare-features) and choose the service that's right for your organization: - **Basic Support** is included for all Google Cloud customers. - **Standard Support** is recommended for small to medium organizations with workloads under development looking to begin their support journey. - **Enhanced Support** offers faster response times and additional services designed for medium to large companies running their cloud workloads in production. - **Premium Support** is designed for enterprises that run priority workloads and require fast response times, platform stability, and increased operational efficiencies. All Google Cloud accounts get free billing and payments support. For more information, see [Get Cloud Billing support](https://docs.cloud.google.com/support/billing). ### Basic Support Basic Support is included for all Google Cloud customers, and provides access to [documentation](https://docs.cloud.google.com/support/docs), [community support](https://docs.cloud.google.com/support/docs/community-support), [Cloud Billing support](https://docs.cloud.google.com/support/billing), and [Active Assist recommendations](https://docs.cloud.google.com/recommender/docs/whatis-activeassist). ### Standard Support Standard Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests. The Standard Support service is designed for small to medium organizations with workloads under development. With Standard Support, you have access to the Cloud Support API, Active Assist recommendations and receive 4-hour response times for Priority 2 (P2) cases. To learn about this service and [pricing](https://docs.cloud.google.com/support/docs/standard#pricing), see the [Standard Support overview](https://docs.cloud.google.com/support/docs/standard). ### Enhanced Support Enhanced Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests. The Enhanced Support service is designed for medium to large companies that are looking for faster response times and additional services to run their Cloud workloads in production. With Enhanced Support, you have access to intelligent services, such as the Cloud Support API, Third-Party Technology Support, and Recommender. To learn about this service and [pricing](https://docs.cloud.google.com/support/docs/enhanced#pricing), see the [Enhanced Support overview](https://docs.cloud.google.com/support/docs/enhanced). ### Premium Support Premium Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, feature requests, and more. You also have Customer Aware Support and are assigned a Technical Account Manager. This support service is available to Google Cloud and Google Workspace customers. To learn about this service and [pricing](https://docs.cloud.google.com/support/docs/premium#pricing), see the [Premium Support overview](https://docs.cloud.google.com/support/docs/premium). ## Value-Add Services Optionally, increase your capabilities with Value-Add Services. Value-Add Services are available as an additional purchase for Enhanced Support and Premium Support customers: - Enhanced Support: - [Technical Account Advisor Service](https://docs.cloud.google.com/support/docs/enhanced#taas) provides increased oversight and assistance from experts who are invested in your organization's success. - [Planned Event Support](https://docs.cloud.google.com/support/docs/enhanced#pes) provides coverage for critical phases of high-traffic short-term digital events like grand openings, new product launches, or data migrations. - [Assured Support](https://docs.cloud.google.com/support/docs/enhanced#assured_support) delivers an essential layer of compliance to secure your workloads. - [Media CDN](https://docs.cloud.google.com/support/docs/enhanced#enhanced-support-mediacdn) provides an elevated level of technical support during specific content delivery events, such as live VOD streaming events. - Premium Support: - [Mission Critical Services](https://docs.cloud.google.com/support/docs/premium#mission_critical) lets you assess and mitigate potential service disruptions for environments that are essential to an organization and can cause significant impact when disrupted. - [Assured Support](https://docs.cloud.google.com/support/docs/premium#assured_support) delivers an essential layer of compliance to secure your workloads. - [Media CDN](https://docs.cloud.google.com/support/docs/premium#premium-support-mediacdn) provides an elevated level of technical support during specific content delivery events, such as live VOD streaming events. ## Other support services Other Customer Care support services that apply to specific products or scenarios are available. ### Comprehensive Support Google Cloud has acquired companies and integrated them into its SaaS products and solutions portfolio. Comprehensive Support is extended to the following products and offers a one-business-day SLO for Priority 2 (P2) cases: - Looker (Google Cloud core) - Looker (Original) - Google Security Operations (Chronicle) SIEM - Google SecOps (Chronicle) SOAR - Apigee Hybrid - Apigee Edge Cloud - Apigee (X) - Mandiant - Application Integration - Integration Connectors For more information, see [Manage support for acquisitions](https://docs.cloud.google.com/support/docs/integrations). ### Gemini Enterprise support entitlement policy Gemini Enterprise subscriptions (excluding the Gemini Enterprise - Business edition) include access to baseline web and email support for technical and billing inquiries at no additional fee. This support entitlement operates independently of any existing Cloud Customer Care contracts and is structured as follows: - **Support inclusion**: Gemini Enterprise subscriptions (Front-line, Standard, and Plus) include this integrated support entitlement. Customers who have not purchased a separate Customer Care offering (Standard, Enhanced, or Premium) are automatically provisioned with this base support entitlement. It ensures that all Gemini Enterprise customers have a reliable, no-cost path for resolving technical and billing inquiries. - **Case filing experience**: Eligible Gemini Enterprise customers can file technical support cases directly through the Google Cloud console, mirroring the filing process used by customers with standalone support offers. - **Service Level Objective (SLO)**: Support cases filed under this entitlement are subject to an 8-hour Initial Response Time (IRT) for technical Support cases, ensuring consistent service delivery for customers without a higher-tier support contract. - **Relationship to Existing Offers**: This entitlement doesn't supersede or replace existing Customer Care paid offers. For customers who maintain an existing Customer Care tier (Standard, Enhanced, or Premium), support coverage will remain commensurate with their paid offer. This Gemini Enterprise entitlement serves specifically as an independent support provision for those customers who would otherwise lack a dedicated Customer Care offer. ### Third-Party Technology Support Customer Care provides Third-Party Technology Support to help you resolve multi-vendor issues such as organization setup, configuration, and troubleshooting. For more information, see [Manage support for third parties](https://docs.cloud.google.com/support/docs/third-party). ### Legacy support services Legacy support refers to different generations of Google Cloud support and how to transition to Customer Care services. For more information, see [Manage support for legacy services](https://docs.cloud.google.com/support/docs/shutdown). ## Confirm your support service You can confirm the existing level of Customer Care support you have for Google Cloud. 1. In the Google Cloud console, go to the **Support** \> **Overview** page. [Go to Overview](https://console.cloud.google.com/support/overview) 2. Using the resource selector on the console toolbar, select the organization or project for which you'd like to confirm your support level. 3. Your support service is indicated in the **Support information** section. For example: `Your current Customer Care service: Premium` Only Organization Administrators can change the support service, since it applies to all projects under your Google Cloud organization. For more information, see [Access control with IAM](https://docs.cloud.google.com/support/docs/access-control). ## Purchase a support service To purchase and manage how users in your organization access and use a Customer Care package, you must have a Google Cloud organization, and the Organization Administrator (`roles/resourcemanager.organizationAdmin`) Identity and Access Management (IAM) role for the organization. For more information, see [Access control with IAM](https://docs.cloud.google.com/support/docs/access-control). To create an organization and add an Organization Administrator, see [Creating and managing organization resources](https://docs.cloud.google.com/resource-manager/docs/creating-managing-organization). > [!NOTE] > **Note:** If you have signed up for [invoiced billing](https://docs.cloud.google.com/billing/docs/how-to/invoiced-billing) directly through a Google sales representative, you can't change the support service from the console. Instead, contact your sales representative or [our sales team](https://cloud.google.com/contact/) to make changes. To purchase a Customer Care support service, see the following: - [Purchase and set up Standard Support](https://docs.cloud.google.com/support/docs/purchasing-setting-up-standard) - [Purchase and set up Enhanced Support](https://docs.cloud.google.com/support/docs/purchasing-setting-up-enhanced) - To purchase Premium Support, [contact sales](https://cloud.google.com/contact) ## Onboard to Customer Care Learn how to [onboard to Customer Care](https://docs.cloud.google.com/support/docs/checklists/onboard-customer-care). By completing these onboarding tasks, you ensure a beneficial support experience and an effective engagement with Customer Care teams. ## Contact technical support After purchasing and setting up a Customer Care support service, you can use the service. For Standard, Enhanced, and Premium Support, [learn how to create and manage support cases](https://docs.cloud.google.com/support/docs/customer-care-procedures). For information about support availability and response times, see the following: - [Language support and working hours](https://docs.cloud.google.com/support/docs/language-working-hours) - [Technical Support Services Guidelines](https://cloud.google.com/terms/tssg/) - [Google Workspace Technical Support Services Guidelines](https://workspace.google.com/terms/tssg/) ## What's next - [Best practices for working with Customer Care](https://docs.cloud.google.com/support/docs/best-practices) - [Best practices for working with Premium Support](https://docs.cloud.google.com/support/docs/premium-best-practices) - [Privacy best practices when working with Cloud Customer Care](https://docs.cloud.google.com/support/docs/privacy-best-practices) - [Use Google Cloud Service Health as a fallback](https://docs.cloud.google.com/support/docs/dashboard)