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.

This overview covers the following aspects of Premium Support:

- How you can leverage your [Technical Account Management](https://docs.cloud.google.com/support/docs/premium.md.txt#tam) services to optimize your Google Cloud operations and Premium Support experience.
- [Features](https://docs.cloud.google.com/support/docs/premium.md.txt#features) of the service, including [support case features](https://docs.cloud.google.com/support/docs/premium.md.txt#support_cases) and [Customer Aware Support](https://docs.cloud.google.com/support/docs/premium.md.txt#customer_aware_support).
- [Value-Add Services](https://docs.cloud.google.com/support/docs/premium.md.txt#value_add_services) that you can purchase to customize your service.

To purchase Premium Support, [contact sales](https://cloud.google.com/contact).

## Leveraging your Technical Account Management services

[Video](https://www.youtube.com/watch?v=iojibP9pg9g)

As a Premium Support customer, you have access to Technical Account
Manager (TAM) services. Technical Account Management services focus on
operational rigor, platform health, and architectural stability for
your organization.

Your Technical Account Manager supports and guides you in the following ways:

- Assists you with onboarding to Premium Support and to set up your billing and cost management.
- Assesses your cloud maturity and works with you to create an adoption roadmap and operating model.
- Guides you on best practices for using Google Cloud in a cost optimized manner.
- Delivers frequent [Operational Health Reviews](https://docs.cloud.google.com/support/docs/premium.md.txt#operational_health_reviews) to help you stay on top of your spend and support experience.
- Connects your teams with Google technical experts, such as Product Managers, architects, and consulting.
- Advises your teams on their learning needs and helps them leverage Google Cloud training offerings.
- Helps you leverage [Event Management Services](https://docs.cloud.google.com/support/docs/premium.md.txt#event_management) for critical events.
- Advises you on how to stay ahead of keeping your environment current and stable.

## Features

The following sections describe the features that are included with your Premium
Support service.

### Support cases

You can engage directly with Customer Care by creating support cases in
the Google Cloud console. With Premium Support, your cases are assigned to Google
technical experts, who have deep product knowledge across
Google Cloud, as well as access to your architecture information and project
details.

You can add an unlimited amount of users to your Premium Support service. You
manage your users' support access by using Identity and Access Management (IAM).
For details about managing IAM roles and permissions, see
[Access control](https://docs.cloud.google.com/support/docs/access-control.md.txt).

When managing support cases as a Premium Support customer, you have access to
the following features:

- **P1 response SLO** : For Priority 1 (P1) support cases, receive the first meaningful response within 15 minutes. See [Best practices for working with Premium Support](https://services.google.com/fh/files/misc/external_best-practices-for-working-with-premium-support.pdf).
- **24/7 availability**: Receive support 24 hours a day, 7 days a week (24/7) for cases of certain priority and language.
- **Language support**: Request support across multiple languages, including English, Japanese, Mandarin Chinese, Korean, and French. Depending on the case priority, language support is available 24/7 or in regional Business Days.
- **Case escalation**: Request additional attention on a support case by escalating the case directly from the Google Cloud console.

To create and manage support cases, see [Managing cases](https://docs.cloud.google.com/support/docs/manage-cases).

For details on Customer Care availability, see [Language support
and working hours](https://docs.cloud.google.com/support/docs/language-working-hours).

### Exclusive features

This section describes the exclusive features that come with your Premium
Support service.

#### Customer Aware Support

[Video](https://www.youtube.com/watch?v=zcOHzAaKeeo)

Customer Aware Support is a service that provides you with a jump start to
resolving technical issues and improving your Premium Support experience.

Customer Care creates Customer Aware Support by learning about and
maintaining information about your architecture, partners, and
Google Cloud projects. This information ensures that our Support experts
can resolve your support cases promptly and efficiently.

#### Operational Health Reviews

[Video](https://www.youtube.com/watch?v=Xj49WKeY0KY)

Operational Health Reviews help you measure your progress and proactively
address blockers to your goals with Google Cloud. The reviews serve as a
regular touchpoint where you can discuss various topics related
to your customer experience, including:

- The efficiency of your cloud operations, including support and spend trends.
- Analysis of trends in operational metrics.
- Incidents, case escalations, and outages.
- Status reports for high-priority Google Cloud projects.

#### Event Management Service

[Video](https://www.youtube.com/watch?v=7x1ClBRBzLY)

You can use the [Event Management Service](https://docs.cloud.google.com/support/docs/premium.md.txt#event_management)
for planned peak events, such as a product launch or major sales event. With
this service, Customer Care and your account team guides you through
the following:

- Preparing your systems for key moments and heavy workloads
- Running load tests and disaster tests to proactively resolve potential issues
- Engaging with Customer Care in the event of any issues that might occur
- Reviewing the outcomes of your event and making recommendations for future events.

To engage with Customer Care team for your event,
[create an event request](https://docs.cloud.google.com/support/docs/peak-events/create-manage-event-requests.md.txt).

> [!NOTE]
> **Note:** The Event Management Service requests require a lead time of 30 days.

#### Training

[Video](https://www.youtube.com/watch?v=WvPH-PJrSQQ)

With Premium Support, you receive training credits for the Google Cloud Skills Boost
that you can distribute to users in your organization. The TAM identifies
learning opportunities and indicates which training resources can be most
beneficial to your organization. With this training, your developers have the
resources to find answers quickly and test out ideas in safe environments. For
each 1-year contract with Premium Support, you receive 6,250 credits.

To learn about training opportunities, see the [Google Cloud Skills Boost catalog](https://www.cloudskillsboost.google/catalog?keywords&locale&cloud%5B%5D=GCP&format%5B%5D=labs&level%5B%5D=any&duration%5B%5D=any&modality%5B%5D=any&language%5B%5D=any).

### Additional services

To automate and optimize your performance across Google Cloud, you have
access to the following additional services:
[Video](https://www.youtube.com/watch?v=1LWWOnLxY08)

- **Recommender**: Receive recommendations and insights to help
  optimize your Google Cloud resources for cost, security, performance,
  and manageability. You can access Recommender through the
  Google Cloud console, or to automate recommendations, you can enable the
  Recommender API.

  For an overview of Recommender, see the [Recommender
  documentation](https://docs.cloud.google.com/recommender/docs).  

[Video](https://www.youtube.com/watch?v=OWtkkQvM3ZY)

- **Cloud Support API**: Use the Cloud Support API to programmatically view and manage
  your support cases. The API lets you cascade case data across platforms to
  improve visibility of issues within your workflow or ticketing systems.

  To learn about the Cloud Support API, see the
  [Cloud Support API overview](https://docs.cloud.google.com/support/docs/reference/rest.md.txt).

  <br />

  <br />

  <br />

[Video](https://www.youtube.com/watch?v=CXp67Zi9C04)

- **Third-Party Technology Support**: If you work with multiple Cloud providers,
  work with Customer Care to set up, configure, and troubleshoot your
  support experiences across third-party services.

  For details about providers and support tiers, see [Third-Party Technology Support](https://docs.cloud.google.com/support/docs/third-party.md.txt).

  <br />

  <br />

## Value-Add Services

In addition to the features that come with Premium Support, you can purchase
Value-Add Services to build additional support capabilities for your organization.

This section outlines the Value-Add Services that are available to Premium
Support customers. To purchase a Value-Add Service, [contact sales](https://cloud.google.com/contact).

### Mission Critical Services

> [!NOTE]
> **Note:** You must meet a set of prerequisites to purchase Mission Critical Services. To request an assessment, contact your Technical Account Manager.

Mission Critical Services assess and mitigate potential service disruptions for
environments that are essential to an organization and cause significant impact
to operations when disrupted. To prepare you for this service, Google Cloud
analyzes your current operations and onboards you to Mission Critical Operations
mode, a mode standardized by Google.

The onboarding process includes the following:

- Assessing key elements of your mission critical environment, including architecture, observability, measurement, and control.
- Delivering a gap analysis to help you prepare for mission critical operations.
- Bringing your organization into Mission Critical Operations mode to drive continuous improvement of your environment through proactive and preventative engagement.

After you've onboarded, you receive the following services:

- Drills, testing, and training for your mission critical environments
- Customer-centric incident reporting
- Proactive monitoring and case generation
- Priority 0 (P0) support case filing privileges with 5-minute response time
- Situation and incident management
- Impact prevention follow-ups

### Assured Support


Assured Support delivers an essential layer of compliance by restricting support services for
[Assured Workloads](https://docs.cloud.google.com/assured-workloads/docs.md.txt), to address personnel meeting
geographical location and personnel-based attributes requirements.


Assured Support is available for Premium Support and Enhanced Support customers in the US, EU,
Canada (CAN), Israel (IL), and Australia (AUS). It is automatically activated in the
Assured Workloads folder for Premium Support and Enhanced Support customers.


For the list of products and services that are supported by Assured Workloads,
see
[Supported products by compliance program](https://docs.cloud.google.com/assured-workloads/docs/supported-products.md.txt).


For US-based organizations, Assured Support enables compliance requirements for FedRAMP High,
IL4, and CJIS. For organizations based in EU, CAN, IL, and AUS, Assured Support enables
compliance controls for personnel attributes and geographic location.


Create an
[Assured Workloads folder](https://cloud.google.com/assured-workloads/docs/create-folder)
to get started.

### Media CDN

Media Content Delivery Network (Media CDN) provides you an
elevated level of technical support during specific content delivery events,
such as live VOD streaming events.

Media CDN is composed of two different services: Live Event Support and Proactive Monitoring as a Service.

#### Live event support

Media CDN Live Event support provides your organization coverage for critical broadcasts, such as major sporting events, show releases, live news, or
other major media events.

Media CDN Live Event Support offers the following:

- Before the event, Google technical experts conduct an Architecture Essentials Review to identify and solve potential issues in advance, such as quota issues and configuration issues.
- During the event, a Google Technical Engineer joins a supported communication channel allowing you to receive an accelerated response to queries along with assistance in creating cases with increased urgency with the technical leads and product specialists.
- After the event concludes, you receive a Performance Summary Report which contains a retrospective analysis of how your traffic was observed and how Media CDN performed during the event. The report also identifies issues and cases for follow up and opportunities to improve your future events.

When you purchase Media CDN Live Event Support, you pay a one-time fee.
You can purchase Media CDN Live Event Support for multiple events per
year. To learn about pricing or to purchase Media CDN Live Event
Support, contact [sales](https://cloud.google.com/contact).

#### Proactive Monitoring as a Service

Proactive Monitoring as a Service (MaaS) provides your organization 24/7 proactive
alerting and eyes on glass coverage for your critical workloads, such as major
releases, production rollouts, new service offerings and primetime show
releases.

Proactive Monitoring as a Service offers the following:

- A Technical Lead is assigned to your account to provide context to Technical Engineers handling proactive alerting.
- Before your monitoring period begins, a Google Technical Lead will conduct an Architecture Essentials Review and work with you collaboratively to identify meaningful metrics to monitor and to determine the thresholds that can trigger alerting.
- During the monitoring period, we monitor proactive alerts 24/7 and handle them with a rapid response through automated cases. These cases are created proactively and are sent to a Google Technical Engineers on your behalf.
- During the monitoring period, you can request a report on your traffic health, discuss alerts, and revise thresholds with your designated Technical Lead.

When you purchase Proactive Monitoring as a Service, you pay a monthly fee. You
can purchase Proactive Monitoring as a Service for specific months throughout
the year. To learn about pricing or to purchase Proactive Monitoring as a
Service, contact [sales](https://cloud.google.com/contact).

## Pricing

The monthly charges for
[Google Cloud Customer Care](https://docs.cloud.google.com/support) include a minimum fee or a
tiered variable fee per
[organization](https://docs.cloud.google.com/resource-manager/docs/cloud-platform-resource-hierarchy.md.txt#organizations).

Minimum spend of $15,000.00, or:

- 10% of monthly Cloud charges for the first $0 - $150K
- 7% of monthly Cloud charges from $150K - $500K
- 5% of monthly Cloud charges from $500K - $1M
- 3% of monthly Cloud charges over $1M

Charges will be at least the minimum charge of $15,000.00 or the result of the
calculation, whichever is higher.

For more information and how to estimate your costs, see the [Pricing](https://docs.cloud.google.com/support)
details.

For example, in a scenario where you consume $1,200,000 in monthly
Google Cloud charges (at list prices), the support fee for that month will
total $70,500 and is calculated as follows:

| Price | Calculation | Customer fee |
|---|---|---|
| 10% of Google Cloud charges for the first $150,000 (minimum fee) | $150,000 \* 10% | $15,000 |
| 7% of Google Cloud charges from $150,000--$500,000 | $350,000 \* 7% | + $24,500 |
| 5% of Google Cloud charges from $500,000--$1,000,000 | $500,000 \* 5% | + $25,000 |
| 3% of Google Cloud charges over $1,000,000 | $200,000 \* 3% | + $6,000 |
| **Total charges** |   | **= $70,500** |


Monthly support charges are calculated as a percentage of your total eligible Google Cloud,
Looker, and Google Security Operations costs. This calculation is based on the list prices of
all eligible services before the application of any discounts, credits, or other adjustments. For
services covered by BigQuery reservations and resource-based
[Committed Use Discounts (CUDs)](https://docs.cloud.google.com/docs/cuds-spend-based.md.txt), the support fee is calculated
based on the list price of the commitment fee itself. Any usage that exceeds your commitment is
calculated at the standard on-demand list price.

<br />


The charges for certain Google Cloud services, such as
[third-party Google Cloud Marketplace](https://cloud.google.com/marketplace),
[Google Cloud Learn](https://cloud.google.com/learn/training), and
[Google Cloud Consulting](https://cloud.google.com/consulting) are not included in the
Google Cloud Cloud Customer Care variable fee calculation.

<br />

Premium Support is purchased with a 12-month minimum subscription that
auto-renews. If you cancel your Google Cloud Customer Care
subscription within your committed term, you will receive and be charged
for support for the remainder of the calendar month and any penalties for early
termination. If you downgrade to another Google Cloud
Customer Care subscription that includes technical support you
won't be charged a penalty for early termination. Google Cloud reserves
the right to refuse to provide support to any customer that frequently signs up
for and then cancels Google Cloud Customer Care.

## What's next

- [Contact sales](https://cloud.google.com/contact) to purchase and set up Premium Support.
- [Set up Identity and Access Management (IAM)](https://docs.cloud.google.com/support/docs/access-control.md.txt) to manage how users in your organization access and use Premium Support.
- [Create or manage support cases](https://docs.cloud.google.com/support/docs/manage-cases).
- Follow [best practices for working with Customer Care](https://docs.cloud.google.com/support/docs/best-practice).