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SPEAKER: Google Cloud is continuing
to integrate new solutions in order to deliver you a better
service.
This means the way you access support
is changing with Google Cloud Customer Care now serving
as your one-stop shop for all queries.
In addition to more streamlined case management,
you'll also get a richer overall support experience.
Let's move on to some of the processes
you'll need to be familiar with.
It all starts with your Google Cloud organization
administrator.
Keep in mind, the Google Cloud organization administrator
need not necessarily be the same as the administrator
you may have for the individual products,
such as Looker and Apigee.
Your Google Cloud org admin can give users
access to support through the Identity and Access Management
permissions, or IAM permissions.
First, the organization administrator
needs to establish the resource hierarchy
by going to the Manage Resources page
in the Google Cloud Console.
Then, they should select Create Project or Create Folder
and fill in the required fields.
For example, they can create a project for Looker
by selecting the appropriate billing account,
then clicking Create.
This means they can later provide support access
to your teams for Looker cases.
They then go to the IAM page in the Google Cloud Console,
select the project or folder they've just created,
and open it.
From the top menu, click Add.
Specify a user, Google group, or domain,
and select a support role.
For best security practices, we strongly
recommend giving the principle the least
amount of privilege needed.
There are four customer care IAM roles
that the org admin can assign you to.
Support account administrator is necessary for purchasing
support but doesn't grant you access to support cases.
Support account viewer allows you read-only access
to a support account, but you are
unable to view support cases.
Tech support editor means you have full read
and write access to technical support
cases, which can be applied to customer care and map support.
Tech support viewer offers you read-only access
to technical support cases for customer care and map support.
If your organization has not already
subscribed to a support service, you
need a support account administrator
to buy support and a billing account to pay for support.
And all users that need to create and manage support cases
should be assigned the role of tech support editor.
When the roles have been distributed,
they should click Save.
Once your Google Cloud organization administrator
has assigned you the role of tech support editor,
you can reach out to support for help.
If you want to raise a case with support,
complete the following steps.
Sign in to the Google Cloud Console Support
page as a support user.
Select the project that requires a new support case.
Next, open cases.
Click Create case.
Select a category related to the issue you need solving for
and the subcategory that even better defines the issue.
You then need to allocate the case a level of priority,
see whether any of the listed options
can help you self-serve the issue, and, if not,
describe what you are looking for.
Then proceed to raise a case with support
and describe the issue.
After you submit the form, you will
be redirected to the case page, where
you can manage new and existing cases,
comment on the case, upload file attachments,
or modify case attributes.
Once a case has been opened, it's simple to manage.
Any user in your organization that
has been assigned the role of tech support editor
can edit support cases even if they did not create the case.
To view and manage existing support cases,
sign in to the Google Cloud Console
and navigate to the Support page.
Select the organization or a project
within the organization.
Open Cases.
The Cases page provides a list of your organization's support
cases based on the selected resource.
For example, if you select an organization,
all cases for the organization are displayed.
If you select a project, only the cases
associated with that project are displayed.
To filter the list of cases, use Search or the filter controls.
To view the details or update a support case,
click a case title from the list on the Cases page to select it.
If the case is open, you can add comments, upload file
attachments, or edit case attributes.
If the case was closed fewer than 30 days ago,
you can reopen it.
Otherwise, to get support for the same issue,
you'll need to create need a new support case.
If an issue is causing a pressing negative impact
to your business or you require attention
beyond the regular case, the Escalate button can help.
Escalating your case will page a case
escalation manager, who provides additional resources
to fast track the resolution process
and minimize any impacts on your business.
The Customer Care portfolio also delivers other great benefits,
including an API that simplifies case management,
third-party technology support to help resolve
multi-vendor issues, active assist recommendations
to optimize your Cloud operations, and much more,
not to mention the value-add services
available for additional purchase
to further improve your support experience.
Google Cloud Customer Care makes it
more convenient to raise and manage
your support cases all from one centralized interface.
You'll also enjoy a richer overall support experience
as well as the control to choose the support features that
are right for you with value-add services.
This way you can streamline support services
across your organization, raising and managing
technical issues consistently in a single powerful experience.
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