Changes in Google Cloud’s support model
Google Cloud has reimagined its support offering to provide an ongoing and integrated engagement to customers via a new set of support offerings.
In May 2021, two new additional support offerings were introduced within the new ‘Google Cloud Customer Care’ Portfolio: Google Cloud Standard Support and Google Cloud Enhanced Support.
What is the new Google Cloud Customer Care Portfolio?
These new support offerings replace Google Cloud (formerly ‘Google Cloud Platform’ or ‘GCP’) Role-Based Support, which ceased on the same date on May 17th 2021. This means that Google Cloud customers weren’t able to buy Role-Based Support for their organisation anymore as from that date.
Customers that already have this support can continue in their current Role-Based support package until May 31st 2022.
After May 31st 2022, these customers will have to transition to the new Customer Care Portfolio offerings.
The new Google Cloud Customer Support plans include:
- Basic Support
- Standard Support
- Enhanced Support
- Premium Support
The new support offerings by Google change to provide faster response times and advanced services as Google Cloud customers’ requirements expand, but they’re also more expensive.
You can get a full overview of the new Google Cloud Customer Care Portfolio offerings here.
Introducing Devoteam Google Cloud Support
Being a premier and strategic Managed Services Provider (MSP) of Google Cloud, with over 2600 customers across EMEA, we are pleased to announce that as part of our MSP offering we’re launching the Devoteam Google Cloud Support packages to help our customers in this transition and going forward.
Get full peace of mind for your Google Cloud workloads with Devoteam Standard and Enhanced support, and even more peace of mind for your critical workloads running in production with Devoteam Premium support’s additional cost benefits.
As a trusted Google Cloud partner, we’re always able to provide you with the most attractive offer for the most optimal support for your organisation. Besides cost optimisation, working with a Google Cloud partner has additional benefits in terms of service and added value for your business. Discover all of them here.
The new Devoteam G Cloud support packages
You can choose from three support packages in Devoteam G Cloud’s new support offer: Standard, Enhanced and Premium support. Find out what each support package includes below.
Standard Support: 8/5 Support with 60 min P1 response
- 8/5 Standard Support offers unlimited technical support for outages and defects, unexpected product behaviour, product usage questions and billing issues
- SLA: Devoteam Standard Support is recommended to small to medium organisations with workloads under development. 60 min Priority 1 (P1) response time & 4-hour response times for Priority 2 (P2) cases
- Ticketing Management: Standard Support offers unlimited ticketing management including escalations to Google through Devoteam G Cloud’s Managed Services Provider channels
Enhanced Support: 24/7 Support with 30 min P1 response
- 24/7 Technical Support: Enhanced Support offers unlimited technical support for outages and defects, unexpected product behaviour, product usage questions, billing issues
- SLA: Devoteam Enhanced Support is recommended to medium and large organisations with GCP workloads running in production
- P1 response SLO: For Priority 1 (P1) support cases, receive the first meaningful response within 30 minutes
- 24/7 availability: Receive support 24 hours a day, 7 days a week (24/7) for cases of certain priority
- Ticketing Management
- Enhanced Support offers unlimited ticketing management including escalations to Google through our MSP channels
Devoteam Premium Support: 24/7 Support with 15 min P1 response SLO & Devoteam Technical Account Manager (TAM)
- 24/7 Technical Support: Devoteam Premium Led Support offers unlimited technical support for outages and defects, unexpected product behaviour, product usage questions and billing issues. Additionally you will benefit from a Devoteam Technical Account Manager (TAM) and Architecture reviews
- SLA: Devoteam Led Premium Support is recommended to medium and large organisations with GCP workloads running in production and who want to benefit from TAM
- P1 response SLO: for Priority 1 (P1) support cases, receive the first meaningful response within 15 minutes
- 24/7 availability: Receive support 24 hours a day, 7 days a week (24/7) for cases of certain priority
- Ticketing Management
- Devoteam Premium Led Support offers unlimited ticketing management including escalations to Google through our MSP channels
As a Google Cloud customer, you have different options to ensure you have access to the most optimal Google Cloud support for your organisation. You can choose for Google Cloud’s direct support offer in their Customer Care Portfolio or for more cost efficient support with Devoteam G Cloud’s new support packages. Additionally, working with a Google Cloud partner brings your business other benefits like accelerators for your Cloud projects or customer success services to speed up your projects.
Do you want to find out more about your support options within Google’s new support model and Devoteam’s new support offer? Join our live online event with experts about the changes in Google Cloud support on Friday April 1st!
Need guidance to make sure you’re benefiting from the best support offer out there? Contact us!
