Contact Cloud Identity Premium support

If you signed up for Cloud Identity Premium Edition, sign in to your administrator account to contact support. If you forgot your administrator password for Cloud Identity, go to Reset your administrator password.

How to contact us

Contacting support requires having the Support administrator privilege.

1. Sign in with an administrator account to the Google Admin console.

   If you aren’t using an administrator account, you can’t access the Admin console.

2. At the top right of the Admin console, click Get help .
3. In the Help Assistant window, describe your issue and click Send .
4. If a Help article that relates to your issue is listed, click it to review.
5. If you still need help, click:
   • Search for something else and repeat steps 3–4.
   • Continue to Support and continue with the following steps.
6. If you have recently filed a support case, choose an option:
   • If your issue relates to the case, click the case and review the message. If the message is unhelpful, click No and skip to step 10.
   • If your issue is unrelated to the case, click My issue is unrelated to the above.
7. Select the description of your issue and review the information or click Help me with something else or I need more help.
8. Briefly describe your issue and click Send .
9. Click the option that best describes your issue and review the information or click This didn’t help, continue to support or I need more help.
10. Select the channel you prefer to use for contact and your preferred language and click Start chat or Submit.

Having trouble accessing the Admin console? For help, go to Can't sign in to the Admin console.

Get help online

	Help Center Administrator Help Center: Search documentation for managing your Cloud Identity Premium service.
	Known outages Status dashboard: See the current status of your Cloud Identity Premium service.

Cloud Connect Community

For additional support, Google also offers the Cloud Connect Community, a self-serve customer portal where you can browse launch announcements, share your thoughts with fellow Cloud Identity customers, and find answers.

Support policies

These policies apply to Cloud Identity Premium administrators.

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How we prioritize your issue

We investigate your issue according to priority level and time of submission. You can expect an initial response within 1 business day or less.

Priority and type of issue
P1: Critical service-access issue affecting more than one user. Service unavailable or unusable, with no workaround.
P2: Critical service-access issue affecting one user, or an issue affecting collaboration among users. Product doesn't work as expected, with no feasible workaround.
P3: Product doesn't work as expected, but a workaround is available.
P4: Product doesn't work as desired, but functions and a workaround isn't necessary.

 

Additional investigation

We may need to gather more information from you to conduct additional testing. In these cases, we may ask you to:

• List the exact steps that cause the issue
• Follow troubleshooting steps
• Collect and send additional information, such as log files or message headers

We may also route your issue to a specialized team for further investigation. Resolution times vary, depending on the complexity of your issue and the availability of troubleshooting data.

Possible solutions

Regardless of your issue, our commitment is to offer you a solution. Depending on your issue, the following solutions are possible:

• We fix your issue, provide a solution, or answer your question.
• We confirmed the issue you reported is a missing feature. You can submit your issue as a feature idea in the Cloud Connect Community.
• We can’t reproduce the issue, but provide recommendations for further investigation.
• We ask a third-party product team to help, and put you in contact with them for further assistance.
• We can’t resolve the issue you submitted, or determine it isn't supported.
• We resolve an outage tracked on the status dashboard and, at your specific request, send you a service credit and/or incident report.

When your case is resolved, you'll receive an email survey about how we handled your case. Your feedback is crucial in making improvements to our support structure and our products.

As your business grows, so does ours. To meet the support needs of our growing customer base, we engage with a select group of trusted support service providers. Like our customers, these service providers are diverse. They speak many languages and are strategically located to ensure we can support you whenever you need help. Each service provider goes through a rigorous selection process to ensure they have the required technical expertise, and we maintain an appropriate level of security and privacy so that together, we can provide you with a consistent support experience.