Google Cloud launches premium support service

“By continually expanding the offering, the range of features and coverage, and providing mission-critical support, the Google Cloud team is seeing customers trust Google with their mission-critical systems. Therefore, we provide them with premium support and feedback to ensure their projects run smoothly. Working with Google Cloud, we see the vendor’s constant focus on improvement and providing a better customer experience. And Premium Support allows us to expand our ability to support large and technologically complex customers worldwide with more consistent access to technical resources in Google Cloud. We always welcome the addition of new solutions that create added value for our customers,” says Bogdan Kubenko, Business Manager at Cloudfresh, a Google Cloud partner in Central and Eastern Europe.

“Cloudfresh is confident that Google Cloud’s premium support will help deliver greater value to customers whose needs exceed the services available through GCP’s Technical Account Management (TAM) program.”

Google Cloud has launched premium support to address the critical needs of its large enterprise customers. In cases with the highest priority, the response time of Google support is up to 15 minutes, and the resumption and availability of services are up to 24x. The new service will be made available through Google Cloud partners who can resell the offer.

“As a Premium Support customer, your requests will be handled directly by experts who understand the context, your unique application stack, architecture, and implementation details,” said Atul Nanda, VP of Google Cloud, in a blog post. “This team will work closely with your technical account manager to provide the most customer-focused support, with fast resolution of requests, personalized service, and customer satisfaction.”

Nanda reports that Google Cloud has developed Premium Support to help ensure consistency between Google Cloud Platform (GCP) and Google Workspace (ex. G Suite) support plans. Other features include a request/ticket management API tool that integrates customer and Google Cloud systems, live system health checks, and simplified pricing models. The Google Cloud website provides the following pricing examples:

• The base cost of $150,000 per year plus 4% of a GCP customer’s net costs and 4 percent of their Google Workspace (ex. G Suite) costs;
• A base cost of $150,000 per year plus 4% of the customer’s net GCP or Google Workspace (ex. G Suite) spends for customers who only have GCP or Google Workspace (ex. G Suite).

The Premium Support offer is another example of how Google Cloud gives customers the solution they need right now.

Many of our GCP customers have used Google TAM services, but their support needs exceed TAM’s capabilities. By continually expanding the offering, the range of features and coverage, and providing mission-critical support, the Google Cloud team sees customers trusting Google with their mission-critical systems. Therefore, we offer them premium support and feedback to ensure that their projects run smoothly.

Premium Support customers receive information about new products 20 and a half months before their launch and can get test access to products still in beta.

Google Cloud will offer advanced services as attachments to Premium Support, including a cutting-edge event management service for deeper architecture monitoring and improved readiness for peak events. Companies operating worldwide and requiring TAM in multiple time zones can purchase additional TAM support during business hours in the desired regions.

Google Cloud is also piloting a Site Reliability Assessment solution that helps clients create a “support wrapper” around Google Cloud projects that are most sensitive to downtime. The service is expected to be implemented this year.

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