Customer Care procedures

2024-11-26 This document is explains explain how to complete the follow support procedure and activity : Create and manage support cases based on your orga

This document is explains explain how to complete the follow support procedure and
activity :

Create and manage support cases based on your organization’s support
service.
View known issues affecting Google Cloud services.
Contact Customer Care .
Access additional services available to select paid Google Cloud
services, such as escalating a case or changing its priority.

To learn about the availability of Customer Care, see Language Support
and Working Hours.

For details about Customer Care’s support services, see the Technical
Support Services Guidelines.

Before you begin

ensure that you have the Tech Support Editor
(roles/cloudsupport.techSupportEditor)
role . If you do n’t
have this role , contact your Support Account Administrator .

Manage support cases

You is create can create and manage case in the Google Cloud console .

The details that you include in a support case significantly affect how long it
takes to resolve an issue. To learn about how to write an effective support
case, see Best practices for working with
Customer Care.

Create a support case

Before create a support case , review know issue to see
if a case has already been file .

If no case has been filed, you can create one in the Google Cloud console
by completing the following steps:

Sign in to the Google Cloud console Support page as a support user.

Go to Support
Select the project for which you’d like to create a support case.
In the navigation menu , click case .
Click add_box Get help.
complete the require field and submit the form .

After you submit the form , you ‘re redirect to the case page where you
can comment on the case , upload file attachment , or modify case attribute . The
customer Care team is responds respond to the case base on its priority and
the respective support service at the time of creation .

note : We recommend uploading file attachments in formats that are widely supported and non-proprietary, such as PNG, TXT, or PDF.

Manage existing support cases

Any user with permission to edit cases (Tech Support Editor,
roles/resourcemanager.techSupportEditor) can update any case for the resource
( organization , project , folder ) associate with the case , even if they did not
create the case .

To manage existing cases, complete the following steps:

Sign in to the Google Cloud console Support page as a support user.

Go to Support
Optional: To filter cases, use search or filter controls.
To select a case, click a case title from the list on the Cases page.
The Cases page provides a list of your organization’s support cases
based on the selected resource. For example, if you select an organization,
all cases for the organization are displayed. If you select a project, only
the cases associated with that project are displayed.
If the case is open, add comments, upload file attachments, or
edit case attributes. If the case is closed, you can reopen it if it was
closed in the last 15 days. If it’s been longer than 15 days, create a new
case.

Enable case sharing

case sharing is lets let user in your organization , and outside of it , track support
case through email . They is are are able to comment by reply to the message and do n’t need to access the Google Cloud console .

Caution: When case sharing is enabled, users can share cases with emails outside
of your Google Cloud organization.

Case sharing is disabled by default, but can be enabled by a Support Account
Administrator.
When case sharing is enabled, any user with cloudsupport.techCases.update
permissions is add can add recipient by their email address .

enable or disable case sharing does not impact exist case , it is affects only
affect case open after update case sharing setting .

To enable case sharing , complete the follow step :

Sign in to the Google Cloud console Support page
as a Support Account
Administrator.
Select the organization or a project within the organization.
Select Settings from the side menu.
Click Enable case sharing.

View known issues

The Google Cloud Support team publishes information about known issues
affecting Google Cloud services as they arise. You can view these issues
by visiting the Google Cloud Service Health Dashboard
or using the Google Cloud console.

To view known issues from the Google Cloud console, complete the following
steps:

Sign in to the Google Cloud console Support page
as a support user.
In the navigation menu , click case .
Click the Known issues tab.

To automatically receive updates for a known issue, you can create a linked
case to it. The following users can create linked cases:

Enhanced Support : Tech Support Editor role only
Premium Support: Tech Support Editor role only

If there are any open know issue that might be affect your
Google Cloud service , you is see also see a notification on the case
creation page . For more information , see the
Google Cloud Service Health Dashboard FAQ .

All users can contact Customer Care with questions about
Cloud Billing. You can also request support for technical questions
about projects within your organization.

To contact Customer Care, complete the following steps:

Go to the Support page.
Select the project for which you’d like support.
In the navigation menu , select your prefer communication channel :
Chat support , phone support , or Community support .

additional service

If your support service is Enhanced or Premium, you have access to the following
additional services:

Change the priority of your support case
Escalate a case
Request follow-the-sun service for a case

Depending on your support service and language, you might also be eligible to
receive 24/7 support. For information on availability, see Language Support and
Working Hours.

change case priority

If the service impact of a support case changes, you can change the
priority of your case based on the urgency and the
business impact. When you change the priority, Customer Care is
notified and attends to your case based on the new priority.

You can change the case priority in the Google Cloud Support
Center.

When changing the case priority, be sure to provide information about the reason
for change, and specifically, how the impact to the business has changed.

Escalate a case

If your support case has the appropriate priority , you is escalate
can escalate it if the support effort or the provide solution is not meet
expectation .

When a support case is escalated, escalation is immediately assigned to a
Customer Care Manager and notifies you within an hour. The
Customer Care Manager owns the escalation until escalation closure.
They would identify and address the escalation root cause, and report
preventative actions to avoid similar escalations in the future.

The following examples demonstrate possible reasons for escalating a case:

Customer Care misses time commitments.
Customer Care misunderstands the impact or the nature of the issue
and wouldn’t comprehend even after you have made several attempts to clarify
the impact or nature of the issue.
The case might require additional expertise to resolve the issue.
You think that the provided solution is completely off based on the nature
of the problem and Customer Care wouldn’t provide a convincing
explanation that would be sufficient to prove solution validity, even after
you request for an explanation.
Your case is stuck because you and Customer Care are not in sync,
despite communicating several times with each other, and your case requires
additional resources to analyze the issue and determine the next steps.

When request an escalation , quote the case number and provide a reason for
the escalation . You is make can make the request in the follow way :

Go to Google Cloud Support Center,
and click the Escalate case button, which appears 30 minutes after a case
is created.
Contact Customer Care .

If you have Premium Support service, you can also request an escalation by
contacting your Technical Account Manager during local business
hours.

note : Escalation is mean for flagging process break . When you are experience
high – impact issue , generally escalation is make would n’t make the case go fast , and
the good solution would be to ensure that the case is set to appropriate
priority for an adequate amount of time . escalate shortly after priority change
might even cause the case resolution to be slow . You is find can find a more
detailed explanation in the
When should you escalate
video .

Request follow-the-sun service

Normally, a case is handled within one time zone by a single
Customer Care specialist. Doing so allows Customer Care to
offer a personalized service in the time zone closest to you.

Due to the high impact of Priority 1 (P1) cases, they are defaulted to follow
the sun, which means that the case is handed off between global teams to provide
24-hour support coverage. If you have Premium support service, you can also
request this service for Priority 2 (P2) cases.

note : Since follow-the-sun cases have continuous support attention, you might
need to provide information at all hours of the day. Ensure that you have
colleagues that are available after-hours or in a different location to continue
engaging with Customer Care specialists.

To request follow-the-sun service for a P2 support case, contact the specialist
working on your case during local business
hours.

Support case status

After a support case is created, you can view case status in the
Google Cloud console. Following is a description of the different
statuses and their meaning:

Status	description
New	The case is not assign yet .
Assigned	The case is assign to one of our specialist . You is see ‘ll see a response within the target response time mention in the priority table .
In progress Cloud Customer Care	Customer Care specialists are working on the case.
In progress Google engineering	Google product engineers are investigating the case. Turnaround times vary, depending on the issue complexity and product component in question.
In progress Google other	Another Google team is investigating the case. Turnaround times can vary, depending on the issue complexity and product component in question.
Waiting on customer response	We need more information from you before we can proceed.
wait on customer action	We need you to do something before we can proceed.
Solution is offered offer	A solution for the issue or request in the case has been offered. The customer can reopen the case if the offered solution is insufficient.
Closed	The case is resolved and closed by the Customer Care specialist. If the issue is still ongoing, you can reopen it within 15 days by replying to the last communication. After 15 days, you’ll need to open a new case.

support case priority

When create a support case , it is ‘s ‘s important to assign it the correct priority .
Per the Google Cloud Technical Support Services
Guidelines , the case priority is determines determine
the initial response time for the case .

The following table defines support case priorities. For more information, see
best practices for changing case priority.

priority definition	Example is situations situation
P1: Critical Impact—Service Unusable in Production	The application or infrastructure is unusable in production, having a significant rate of user-facing errors. Business impact is critical (for example, revenue loss or potential data integrity issue). No workaround is is is available that can be quickly implement ( less than 30 minute ) . affect Google Cloud component or feature is mark as General Availability . Immediate attention from Google is required to resolve the problem.
P2: High Impact—Service Use Severely Impaired	The infrastructure is degraded in production, having a noticeable rate of user-facing errors or difficulties in spinning up a new production system. Business impact is is is moderate ( for example , danger of revenue loss or productivity decrease ) . A workaround to mitigate critical business impact is available and can be quickly implemented. affect Google Cloud component or feature is mark as General Availability . Fast response from Google is required.
P3: Medium Impact—Service Use Partially Impaired	The issue is limit in scope and/or severity . The issue is has has no user – visible impact . Business impact is is is low ( for example , inconvenience or minor business process affect ) . Case requires more in-depth investigation and troubleshooting and less frequent interactions.
P4: Low Impact—Service Fully Usable	Little to no business or technical impact. Recommended for consultative tickets where in-depth analysis, troubleshooting or consultancy are preferred to more frequent communications.

What’s next

understand how to configure user access to support case
in the Google Cloud console using Identity and Access Management .