Support
We offer various levels of support packages depending on your needs.
Get support features such as 24/7 coverage, phone support and access to a technical account manager.
Support Packages
Bronze support
We provide all of our customers with Bronze support giving you access to online documentation, community forums, and billing support.
Silver support
If you want direct access to our support team for questions related to service functionality, best practice architectures, and service errors.
Gold support
If you want 24x7 phone support, more rapid target initial response times and consultation on application development, and architecture for your specific use case.
Platinum support
If you want the most comprehensive, personal and customized support we offer. Includes everything in Gold support as well as direct access to the Technical Account Management team.
Support Package Comparison
| Features | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|
| Support Help Center | yes | yes | yes | yes |
| Documentation, White Papers, Best Practices Guides | yes | yes | yes | yes |
| Community Forums | yes | yes | yes | yes |
| Billing Support | yes | yes | yes | yes |
| Architecture Support | Best Practice | Use-Case Specific | Use-Case Specific | |
| Target Initial Response Time for P1 Issues | 4 business hours | 1 hour | 15 minutes | |
| Individuals with log-in access to Google for Work Support Center | 2 | 5 | Unlimited | |
| Break/Fix Tickets | yes | yes | yes | |
| Consultative Tickets | yes | yes | ||
| Phone Support | yes | yes | ||
| 24x7 Support for Critical Impact issues | yes | yes | ||
| 24x7 Support for High Impact issues | yes | |||
| Access to the Technical Account Management team | yes | |||
| Pricing | Free | $150/month Buy Now | Starts at $400/month Buy Now | Contact for Pricing |
| Buy Now | Buy Now | Buy Now |
Please see our Technical Support Services Guidelines for the full details of our support offering.
Gold Package Monthly Support Fees
The monthly support fee for the Gold package is the greater of $400 or the amount calculated from the following fee schedule.
| Monthly Support Fee Percentage | Product Usage |
|---|---|
| 9% of product usage fees between | $0 - $10,000 |
| + 7% of product usage fees between | $10,001 - $50,000 |
| + 5% of product usage fees between | $50,001 - $200,000 |
| + 3% of product usage fees of | $200,001 and over |
When charging in local currency, Google will convert the prices listed into applicable local currency pursuant to the conversion rates published by leading financial institutions.
Instructions for sign up for Silver or Gold support
Community Support
Join the community of Google Cloud Platform software developers and system administrators, and learn from your peers how to get the most out of Google Cloud Platform technologies. Use the Stack Overflow links below for technical questions about software development, the Server Fault links for technical questions about system and network adiministration, and the Google Group links for all posts that are not technical questions.