{"id":516017,"date":"2022-03-15T11:24:54","date_gmt":"2022-03-15T10:24:54","guid":{"rendered":"https:\/\/www.devoteam.com\/expert-view\/whats-changing-in-google-cloud-support-how-can-you-benefit-from-google-cloud-partner-support\/"},"modified":"2025-04-10T15:30:19","modified_gmt":"2025-04-10T13:30:19","slug":"whats-changing-in-google-cloud-support-how-can-you-benefit-from-google-cloud-partner-support","status":"publish","type":"expert-view","link":"https:\/\/devoteam.info\/cz\/expert-view\/whats-changing-in-google-cloud-support-how-can-you-benefit-from-google-cloud-partner-support\/","title":{"rendered":"What\u2019s changing in Google Cloud support &amp; how can you benefit from Google Cloud partner support?"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>Changes in Google Cloud\u2019s support model<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Google Cloud has reimagined its support offering to provide an ongoing and integrated engagement to customers via a new set of support offerings.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In May 2021, two new additional support offerings were introduced within the new \u2018Google Cloud Customer Care\u2019 Portfolio: Google Cloud Standard Support and Google Cloud Enhanced Support.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What is the new Google Cloud Customer Care Portfolio?<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">These new support offerings replace Google Cloud (formerly \u2018Google Cloud Platform\u2019 or \u2018GCP\u2019) Role-Based Support, which ceased on the same date on May 17th 2021. This means that Google Cloud customers weren\u2019t able to buy Role-Based Support for their organisation anymore as from that date.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Customers that already have this support can continue in their current Role-Based support package until May 31st 2022.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">After May 31st 2022, these customers will have to transition to the new Customer Care Portfolio offerings.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The new Google Cloud Customer Support plans include:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Basic Support<\/li><li>Standard Support<\/li><li>Enhanced Support<\/li><li>Premium Support<\/li><\/ul>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Screenshot-2022-03-15-at-12.07.23-1.png\" alt=\"\" class=\"wp-image-35335\" \/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">The new support offerings by Google change to provide faster response times and advanced services as Google Cloud customers&#8217; requirements expand, but they\u2019re also more expensive.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You can get a full overview of the new Google Cloud Customer Care Portfolio offerings <a href=\"https:\/\/cloud.google.com\/support\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">here<\/a>.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-full is-resized\"><a href=\"https:\/\/gcloud.devoteam.com\/event\/online-event-whats-changing-in-google-cloud-support\/\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/6-1.png\" alt=\"\" class=\"wp-image-35366\" width=\"678\" height=\"354\" \/><\/a><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Introducing Devoteam Google Cloud Support<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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\u2019re launching the Devoteam Google Cloud Support packages to help our customers in this transition and going forward.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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\u2019s additional cost benefits.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As a trusted Google Cloud partner, we\u2019re 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 <a href=\"https:\/\/gcloud.devoteam.com\/blog\/why-work-with-a-google-cloud-partner\/\">here<\/a>.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/pexels-yan-krukov-8866763-scaled.jpg\" alt=\"support agent gcp support\" class=\"wp-image-35375\" width=\"400\" height=\"268\" \/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>The new Devoteam G Cloud support packages<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You can choose from three support packages in Devoteam G Cloud\u2019s new support offer: Standard, Enhanced and Premium support. Find out what each support package includes below.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Screenshot-2022-03-15-at-11.45.49.png\" alt=\"\" class=\"wp-image-35317\" width=\"588\" height=\"282\" \/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Standard Support: 8\/5 Support with 60 min P1 response<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>8\/5 Standard Support offers unlimited technical support for outages and defects, unexpected product behaviour, product usage questions and billing issues&nbsp;<\/li><li>SLA: Devoteam Standard Support is recommended to small to medium organisations with workloads under development. 60 min Priority 1 (P1) response time<strong> <\/strong>&amp; 4-hour response times for Priority 2 (P2) cases&nbsp;<\/li><li>Ticketing Management: Standard Support offers unlimited ticketing management including escalations to Google through Devoteam G Cloud\u2019s Managed Services Provider channels<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Enhanced Support: 24\/7 Support with 30 min P1 response<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>24\/7 Technical Support: Enhanced Support offers unlimited technical support for outages and defects, unexpected product behaviour, product usage questions, billing issues<\/li><li>SLA: Devoteam Enhanced Support is recommended to medium and large organisations with GCP workloads running in production<\/li><li>P1 response SLO: For Priority 1 (P1) support cases, receive the first meaningful response within 30 minutes&nbsp;<\/li><li>24\/7 availability: Receive support 24 hours a day, 7 days a week (24\/7) for cases of certain priority<\/li><li>Ticketing Management&nbsp;<\/li><li>Enhanced Support offers unlimited ticketing management including escalations to Google through our MSP channels<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Devoteam Premium Support: 24\/7 Support with 15 min P1 response SLO &amp; Devoteam Technical Account Manager (TAM)<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>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&nbsp;<\/li><li>SLA: Devoteam Led Premium Support is recommended to&nbsp; medium and large organisations with GCP workloads running in production and who want to benefit from TAM<\/li><li>P1 response SLO: for Priority 1 (P1) support cases, receive the first meaningful response within 15 minutes<\/li><li>24\/7 availability: Receive support 24 hours a day, 7 days a week (24\/7) for cases of certain priority<\/li><li>Ticketing Management&nbsp;<\/li><li>Devoteam Premium Led Support offers unlimited ticketing management including escalations to Google through our MSP channels&nbsp;<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>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\u2019s direct support offer in their Customer Care Portfolio or for more cost efficient support with Devoteam G Cloud\u2019s 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.&nbsp;<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Do you want to find out more about your support options within Google\u2019s new support model and Devoteam\u2019s new support offer? Join our live online event with experts about the changes in Google Cloud support on Friday April 1st!<\/strong><\/p>\n\n\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Need guidance to make sure you\u2019re benefiting from the best support offer out there? Contact us!<\/strong><\/p>\n\n\n","protected":false},"excerpt":{"rendered":"<p>Google Cloud customers making use of Google Cloud support have until May 31st 2022 to transition from role-based support to Google\u2019s new \u2018Customer Care Portfolio\u2019. Read in this article how Google is changing its support model. We\u2019ll highlight which are your other options to get optimal support and worry-free Google Cloud services for your business. And you\u2019ll discover the new support offer launched by Google Cloud Managed Services partner Devoteam G Cloud.<\/p>\n","protected":false},"featured_media":0,"template":"","categories":[897],"tags":[2629,2960,2962,2293,2294,2487],"industry":[],"class_list":["post-516017","expert-view","type-expert-view","status-publish","hentry","category-google-cloud-cz","tag-cloud-managed-services-cz","tag-cloud-native-app-development-cz","tag-cloud-native-architecture-cz","tag-data-cz","tag-google-cloud-cz","tag-google-cloud-platform-cz"],"acf":[],"cards":"\n\t<div class=\"single-post-card\">\n\n\t\t\n\n\t\t\n\t\t<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-43282307 wp-block-group-is-layout-flex\">\n\t<p style=\"font-style:normal;font-weight:700\" class=\"has-link-color wp-elements-1 wp-block-lp-post-type has-text-color has-primary-color has-small-font-size\">Expert View<\/p>\n\n\t\t\n\t\t<h3 style=\"font-style:normal;font-weight:400\" class=\"wp-block-post-title has-base-font-size\"><a href=\"https:\/\/devoteam.info\/cz\/expert-view\/whats-changing-in-google-cloud-support-how-can-you-benefit-from-google-cloud-partner-support\/\" target=\"_self\" >What\u2019s changing in Google Cloud support &amp; how can you benefit from Google Cloud partner support?<\/a><\/h3><\/div>\n\t\t\n\t<\/div>\n\n","yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What\u2019s changing in Google Cloud support &amp; how can you benefit from Google Cloud partner support? | Devoteam<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/devoteam.info\/cz\/expert-view\/whats-changing-in-google-cloud-support-how-can-you-benefit-from-google-cloud-partner-support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What\u2019s changing in Google Cloud support &amp; how can you benefit from Google Cloud partner support?\" \/>\n<meta property=\"og:description\" content=\"Google Cloud customers making use of Google Cloud support have until May 31st 2022 to transition from role-based support to Google\u2019s new \u2018Customer Care Portfolio\u2019. 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Read in this article how Google is changing its support model. We\u2019ll highlight which are your other options to get optimal support and worry-free Google Cloud services for your business.&hellip;","_links":{"self":[{"href":"https:\/\/devoteam.info\/cz\/wp-json\/wp\/v2\/expert-view\/516017","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/devoteam.info\/cz\/wp-json\/wp\/v2\/expert-view"}],"about":[{"href":"https:\/\/devoteam.info\/cz\/wp-json\/wp\/v2\/types\/expert-view"}],"version-history":[{"count":0,"href":"https:\/\/devoteam.info\/cz\/wp-json\/wp\/v2\/expert-view\/516017\/revisions"}],"wp:attachment":[{"href":"https:\/\/devoteam.info\/cz\/wp-json\/wp\/v2\/media?parent=516017"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/devoteam.info\/cz\/wp-json\/wp\/v2\/categories?post=516017"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/devoteam.info\/cz\/wp-json\/wp\/v2\/tags?post=516017"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/devoteam.info\/cz\/wp-json\/wp\/v2\/industry?post=516017"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}