We’re proud to announce the launch of Google Cloud Premium Support, which includes a robust set of services and systems to serve the enterprise and mission-critical needs of Google Cloud customers. We know that our customers need Google Cloud Support to be available in seamless, simple, and straightforward ways. We’re building upon our current technical account manager (TAM) service and 15-minute SLOs to add a more proactive approach and an improved overall experience.
Premium Support has been designed to better meet the needs of our customers running modern cloud technology. And we’ve made investments to improve the customer experience, with an updated support model that is proactive, unified, centered around the customer, and flexible to meet the differing needs of their businesses.
As a Premium Support customer, you’ll have your cases handled directly by context-aware experts who understand your unique application stack, architecture, and implementation details. This team will work hand-in-hand with your Technical Account Manager to deliver a customer-centric support experience with faster case resolution, more personalized service, and higher customer satisfaction.
Premium Support helps bring consistency between the support plans for Google Cloud Platform and G Suite; a more competitive set of features and services; simplified pricing compared to the previous Google Cloud support offerings; intelligent systems (like third-party technology support, Support API and Recommenders); enterprise-class services; and as mentioned, customer context-aware interactions to help optimize the customer experience in Google Cloud.
Here’s an overview of the Premium Support benefits: