Support for Google Cloud resellers

Your support offering determines how you create and manage support cases:
 
  • For legacy Silver, Gold, and Platinum offerings, you manage cases in the Google Cloud Support Center.
    New Customer Care Portal available on September 26, 2022. In the Customer Care Portal, you can view and manage cases that you created in the Google Cloud Support Center. The portal replaces the Google Cloud Support Center, which will be discontinued on October 24, 2022.
  • For all other support offerings, you manage cases in the Google Cloud console. Learn more about Google Cloud Customer Care Standard, Enhanced, Premium support.

Tip: Before creating a support case, go to known issues to check if a case has already been filed.

Legacy Silver, Gold, and Platinum support

The new Customer Care Portal for Google Cloud resellers will be released on September 26, 2022. Until then, you view and manage support cases in the Google Cloud Support Center. 
 
Manage cases in the Google Cloud Support Center 

Sign in to the Google Cloud Support Center to file and manage cases for your Google Cloud customers. Learn more about Google Cloud Customer Care and getting support.

Open a Google Cloud technical support case

  1. Sign in to the Google Cloud Support Center (GCSC) with your reseller account. Learn how to access GCSC
  2. Choose the type of support request— for your customer or for yourself. Otherwise, we might not be able to address the request for security reasons.
    • For your customer—Find the customer by search or click Accounts > My Customers.
    • For yourself—Click Accounts > My Account.
  3. Click New Case.
  4. Select Issue Type >Tech Support.
  5. Select the Component, Subcomponent, Priority, and Language. How we prioritize your issue
  6. In the Description, give a short summary of the issue and any troubleshooting information.

    Note: If you select English as the language, the Description includes a template with information required by Google support.

  7. Click Submit.

Phone Support

Phone support is available at 1-877-355-5787 (U.S. only) or +1 646 257 4500 (worldwide, charges might apply). To open a support case for yourself, use your Partner PIN. Or to open a case for a customer, use the customer’s PIN.

Manage cases in the Customer Care Portal (available starting September 26, 2022)

What's changing

Starting on September 26, 2022, you use the Customer Care Portal to submit and track support cases. Support cases that you created in the Google Cloud Support Center will be available in the Customer Care Portal.

 
The Google Cloud Support Center will be discontinued on October 24, 2022.
 

Permissions and roles

Technical support permissions are managed on the billing account that funds your Google support subscription. To use the Customer Care Portal, grant your users the Tech Support Editor or Tech Support Viewer roles on the billing account. Learn more about assigning Customer Care IAM roles

Note: Changes you made to your users in the Google Cloud Support Center after September 25, 2022, do not appear in the Customer Care Portal.

Open a Google Cloud technical support case

Important: Do not include any personally identifiable information in your case or attachments to the case.

  1. Sign in to Customer Care Portal with your reseller account.
  2. Click Create support case.
  3. Click Create a new case on behalf of and select your customer. Note: The customer's address and contact information is set in your Partner Sales Console.
  4. For Product type, select Google Cloud and enter a title to describe the issue.
  5. For Category, enter keywords and select an option.
  6. For Case description, review the information and answer any questions.
  7. (Optional) To attach a file to your case, click Attach "" and browse to the attachment.
  8. Select a severity level.
  9. If needed, change the language and time zone.
  10. Click Submit. It might take a minute for the case to appear in the My Cases list.
  11. (Optional) To share the case, open the case and scroll to Case sharing and add an email address. If your customer has access to the Customer Care Portal, they can view cases that you file on their behalf.

Phone Support

Phone support is available at 1-877-355-5787 (U.S. only) or +1 646 257 4500 (worldwide, charges might apply). To open a support case for yourself, use your Partner PIN. Or to open a case for a customer, use the customer’s PIN.

Troubleshoot Google Cloud project errors

To file a Google Cloud support case in the Customer Care Portal, you must have a valid Google Cloud project that meets one of the following requirements:

  • The project is funded by a billing account with a Platinum, Gold, or Silver support subscription.
  • The project is funded by a billing account that is a subaccount under a parent billing account that has a Platinum, Gold, or Silver support subscription.
  • You have an active Partner-Led Premium Support subscription.

Project does not exist

Check that the project in Project ID field is a valid Google Cloud project. In the Google Cloud Console, you can view the projects you have access to.

Project is not eligible for support

The project in the Project ID field isn't eligible for Platinum, Gold, or Silver support.

You do not have permission to get support for the project

You might be missing Platinum, Gold, or Silver support on the project. Check that you have the Tech Support Editor IAM role on one of the resources:

  • The billing account with a Platinum, Gold, or Silver support subscription funding the project.
  • The organization containing the billing account with a Platinum, Gold, or Silver support subscription funding the project.

Google Cloud Customer Care support

Manage cases in the Google Cloud console

Submit a case in the Google Cloud console

As a reseller, you submit and manage customers' cases in your organization's support account.

  1. Sign in to the Google Cloud console.
  2. Select the project for which you'd like to have support.
  3. On the Support page, go to Quick Support and click Create a new support case.

Learn more about managing cases in the Google Cloud console.

Contact Cloud Customer Care by phone

You can also request phone support for technical or billing questions. 

Note: Before calling, it can be helpful to submit a support case. By referencing a case number in your call, you give the Cloud Customer Care team more information to research and address your issue.

To contact Cloud Customer Care by phone:

  1. Sign in to the Google Cloud console.
  2. Select the project for which you'd like support.
  3. Go to the Support page and open Phone support.
  4. Select your current country/region and call the phone number provided.
  5. When prompted, enter the PIN that is displayed on the Phone support page.

Support resources

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