This page describes the support options available for Google Cloud Armor. Use these resources to resolve technical issues, request proactive assistance, and connect with other users. Before you begin, note the following prerequisites: - To receive formal technical support, you must have an active Google Cloud support package. For more information, see [Cloud Customer Care](https://docs.cloud.google.com/support). - To get support during an active distributed denial-of-service (DDoS) attack, your support package must be [eligible for DDoS response support](https://docs.cloud.google.com/armor/docs/armor-enterprise-overview#ddos-response-support). ## Get a Google support package If you have an eligible support package, you can request a DDoS posture review or get support during an active DDoS attack. The following sections describe how to submit these support cases. ### Request a DDoS posture review To request a DDoS posture review, complete the following steps: 1. In the Google Cloud console, go to the **Support** page. [Go to Support](https://console.cloud.google.com/support/cases) 2. Select the project for which you would like to open a DDoS Response case. 3. Select **Cases**. 4. Click **Create Case**. 5. See the following table, then complete the required fields and submit the form. The table provides a template to help facilitate DDoS support cases. For each topic in the **Topic** column, provide the information as described in the **Information** column: | Topic | Information | |---|---| | Case title | Google Cloud Armor DDoS posture review | | Case priority | P4 | | Organization name | The name of your organization | | Organization ID | The ID number of your organization | | Critical projects | The names and project IDs of the projects that you want the support team to review | ### Get support for a DDoS case If your infrastructure is under active attack, you can open a support case for assistance with the attack. For customers who aren't eligible for [DDoS response support](https://docs.cloud.google.com/armor/docs/armor-enterprise-overview#ddos-response-support), the Cloud Customer Care team provides assistance during active DDoS attacks on a best-effort basis including rule debugging and addressing specific concerns with existing policies. The Cloud Customer Care team isn't able to provide general recommendations about policy settings nor can they optimize your service's protection against active attacks. To open a DDoS response case, complete the following steps: 1. In the Google Cloud console, go to the **Support** page. [Go to Support](https://console.cloud.google.com/support/cases) 2. Select the project for which you would like to open a DDoS Response case. 3. Select **Cases**. 4. Click **Create Case**. 5. See the following table, then complete the required fields and submit the form. The table provides a template to help facilitate DDoS support cases. For each topic in the **Topic** column, provide the information as described in the **Information** column: | Topic | Information | |---|---| | Case title | DDoS attack on FrontEndResourceName | | Case priority | One of the following: - P1 for an active DDoS attack - P2 for any urgent proactive support - P3 for non-urgent proactive or post-attack support | | Case summary | Provide a short summary of the active or expected attack. The information that you provide helps us respond more quickly and comprehensively. Highlight the following key areas: - Is your service running in a degraded state, or is it completely unusable? - Has the attack had an impact on internal resources or only frontend access? - If there is an impact on internal resources, what types of resources are affected? | | Project ID | The project name under attack | | Project number | The project number under attack | | Type of resource under attack | One of the following: - Application Load Balancer - Classic Application Load Balancer - Regional external passthrough Network Load Balancer - VM + external IP address | | **Resource information:** Forwarding rule name Frontend IP address | The name of the forwarding rule under attack The external IP address of the resource under attack | | **Resource information:** Forwarding rule name Frontend IP address | The name of the forwarding rule under attack The external IP address of the resource under attack | | **Resource information:** Forwarding rule name Frontend IP address | The name of the forwarding rule under attack The external IP address of the resource under attack | | **Attack information:** Attack state Attack start time Attack end time Current attack QPS | Future, active, intermittent, or stopped As accurate as possible, ideally in Pacific or UTC As accurate as possible, ideally in Pacific or UTC As accurate as possible, in thousands of queries per second | | **Attack information:** Attack state Attack start time Attack end time Current attack QPS | Future, active, intermittent, or stopped As accurate as possible, ideally in Pacific or UTC As accurate as possible, ideally in Pacific or UTC As accurate as possible, in thousands of queries per second | | **Attack information:** Attack state Attack start time Attack end time Current attack QPS | Future, active, intermittent, or stopped As accurate as possible, ideally in Pacific or UTC As accurate as possible, ideally in Pacific or UTC As accurate as possible, in thousands of queries per second | | **Attack information:** Attack state Attack start time Attack end time Current attack QPS | Future, active, intermittent, or stopped As accurate as possible, ideally in Pacific or UTC As accurate as possible, ideally in Pacific or UTC As accurate as possible, in thousands of queries per second | | **Attack information:** Attack state Attack start time Attack end time Current attack QPS | Future, active, intermittent, or stopped As accurate as possible, ideally in Pacific or UTC As accurate as possible, ideally in Pacific or UTC As accurate as possible, in thousands of queries per second | | Peak attack QPS | As accurate as possible, in thousands of queries per second | | Normal QPS (approximate) | As accurate as possible, in thousands of queries per second | | Normal bandwidth (approximate) | As accurate as possible, in Mb/Gb/Tb per second | | Normal latency (approximate) | As accurate as possible, in milliseconds | | Current latency | As accurate as possible, in milliseconds | | Baseline and current backend resource utilization | Resource utilization information for any relevant internal services, such as: - CPU - Memory - Disk - Database latency or other performance metrics | ## Get support from the community You can get support from the community through various channels. ### Ask a question on Stack Overflow Ask a question about Cloud Armor on [Stack Overflow](http://stackoverflow.com/questions/tagged/google-cloud-armor). Use the tag `google-cloud-armor` for questions about Cloud Armor. This tag not only receives responses from the Stack Overflow community, but also from Google engineers, who monitor the tag and offer unofficial support. ### Discuss Cloud Armor Visit the Google Cloud [Slack community](https://googlecloud-community.slack.com/) to discuss Cloud Armor and other Google Cloud products. If you haven't already joined, [use this form to sign up](https://join.slack.com/t/googlecloud-community/shared_invite/zt-3icuwfdvq-eq_58LqmOoCNc16mpZcaNA). ## File bugs or feature requests From the Cloud Armor documentation, click **Send feedback** near the top right of the page or at the bottom of the page. This opens a feedback form. Your comments are reviewed by the Cloud Armor team.