Customer Care Portfolio
Google Cloud support is designed to help customers at every stage of their cloud journey. It covers product questions, technical issues, unexpected behavior, billing concerns, and operational guidance.
The Customer Care Portfolio provides a unified support experience with flexible options that align with different business needs and maturity levels.
Overview of support tiers
Google Cloud offers four primary support tiers. Each tier builds on the previous one and provides increasing levels of access, responsiveness, and proactive engagement.
Basic support
Basic support is included by default when an organization signs up for Google Cloud.
Key characteristics include:
- Access to billing and account related support
- Support via cases, chat, and phone
- Suitable for early exploration and low criticality workloads
Basic support is best for teams that are experimenting or running non critical environments.
Standard support
Standard support is a paid option commonly used by small to medium sized organizations starting production workloads on Google Cloud.
Key characteristics include:
- Technical support from Google Cloud engineers
- Case based support for technical issues
- Four hour response time for high impact issues
- Support availability during business hours
This tier provides a solid balance between cost and technical assistance.
Enhanced support
Enhanced support offers faster response times and broader coverage for production environments.
Key characteristics include:
- One hour response time for high impact issues
- Twenty four by seven support for critical cases
- Case and phone support for technical issues
- Optional add on services such as technical account advisory and event support
Enhanced support is suited for organizations running business critical workloads.
Premium support
Premium support is the highest tier and is designed for mission critical environments.
Key characteristics include:
- Fifteen minute response time for critical issues
- Named Technical Account Manager
- Twenty four by seven support for critical cases
- Proactive services such as operational health reviews
- Training credits and early access to new features
- Support for third party technologies
This tier focuses on proactive partnership and operational excellence.
Purchasing and managing support plans
Support plans can be purchased or upgraded directly from the Google Cloud Console.
The process includes:
- Navigating to Support and selecting Overview
- Reviewing available support plans and pricing
- Selecting an organization and billing account
- Completing the purchase or upgrade
Support plans can be adjusted as business needs evolve.
Choosing the right support tier
When selecting a support tier, organizations should consider:
- Business criticality of workloads
- Required response times
- Operational maturity
- Need for proactive guidance
Choosing the right level of support helps teams resolve issues faster and operate with confidence.
Outcome
The Customer Care Portfolio ensures organizations have access to the right level of help when they need it. By aligning support options with operational needs, teams can focus on building and running reliable workloads on Google Cloud.