[Video](https://www.youtube.com/watch?v=OLPhNln96JE) Cloud Customer Care provides technical support for acquired products that are integrated into Google Cloud. You can manage support cases and choose a support offering for the integrated products described in this document. To select an offering for your organization, see [Set up support for integrations](https://docs.cloud.google.com/support/docs/integrations.md.txt#set_up_support_for_integrations). ## Looker This section describes how support is provided to Looker customers. Google Cloud acquired Looker in 2020. As a result of this integration, Looker is now part of the wider range of Google Cloud products and solutions. Until now, Looker customers have been receiving support through legacy systems for technical issues related to Looker. > [!CAUTION] > **Attention:** Starting October 2, 2024, Looker's legacy support will no longer be available. The technical support cases for your Looker product will be submitted through the Google Cloud console. This means that you will need to onboard to a Cloud Customer Care support package before October 2, 2024 to ensure that you have continued support.
Now that Looker is integrated with Google Cloud, technical support is provided through the [Google Cloud console](http://console.cloud.google.com/support/cases) and Google Cloud in-app chat using [Cloud Customer Care offers](https://cloud.google.com/support#support-plans). For more information on how these changes affect you, see [FAQs](https://docs.cloud.google.com/support/docs/integrations.md.txt#integration-support-faqs) and [Additional Looker-Specific FAQs](https://docs.cloud.google.com/support/docs/integrations.md.txt#looker-support-faqs). ## Google SecOps SIEM This section describes how support is provided to Google SecOps SIEM customers. Google Cloud acquired Google SecOps SIEM (formerly Chronicle) in 2019. As a result of this integration, Google SecOps SIEM is now part of the wider range of Google Cloud products and solutions. Until now, Google SecOps SIEM customers have been receiving support through legacy systems for technical issues related to Google SecOps SIEM. As of February 14, 2023, upon the renewal of your support service, technical support is provided through the Google Cloud console, and your access to the Google SecOps SIEM legacy portal is set to view only. As of August 1, 2024, all technical support will be provided through the Google Cloud console. - If your contract renews before August 1, 2024: You will migrate to Cloud Customer Care and the Google Cloud console at the time of your renewal. Once your renewal closes, you will receive an email from our Onboarding team (`saas-support-onboarding@google.com`) to schedule an appointment to get you set up on the Google Cloud console. - If your contract renews after August 1, 2024: Starting April 2024, look for an email from our Onboarding team (`saas-support-onboarding@google.com`) to schedule an appointment to get you set up on the Google Cloud console before August 1, 2024. Look out for communications from our team about access to the Google Cloud console. - After you have onboarded to Cloud Customer Care and the Google Cloud console, access to the Google SecOps SIEM legacy portal will be set to view only. Any open and active cases in the legacy support portal will continue to be supported until resolved and all new cases will be submitted through the Google Cloud console. If you have an existing Customer Care service, you can file your Google SecOps SIEM support tickets through the Google Cloud console. You need to add a Google SecOps SIEM project to file support cases against and grant the required permissions to the users. See [manage support cases](https://docs.cloud.google.com/support/docs/customer-care-procedures.md.txt#manage_a_support_case). Now that Google SecOps SIEM is integrated with Google Cloud, support is provided through the [Google Cloud console](http://console.cloud.google.com/support/cases) using [Cloud Customer Care offers](https://cloud.google.com/support#support-plans). For more information on how these changes affect you, see [FAQs](https://docs.cloud.google.com/support/docs/integrations.md.txt#integration-support-faqs) and [Additional Google SecOps SIEM-Specific FAQs](https://docs.cloud.google.com/support/docs/integrations.md.txt#secops-siem-support-faqs). ## Google SecOps SOAR This section describes how support is provided to Google SecOps SOAR customers. Google Cloud acquired Google SecOps SOAR (formerly Siemplify) in 2020. As a result of this integration, Google SecOps SOAR is now part of the wider range of Google Cloud products and solutions. Until now, Google SecOps SOAR customers have been receiving support through legacy systems for technical issues related to Google SecOps SOAR. As of February 14, 2023, upon the renewal of your support service, technical support is provided through the Google Cloud console, and your access to the Google SecOps SOAR legacy portal is set to view only. As of August 1, 2024, all technical support will be provided through the Google Cloud console. - If your contract renews before August 1, 2024: You will migrate to Cloud Customer Care and the Google Cloud console at the time of your renewal. Once your renewal closes, you will receive an email from our Onboarding team (`saas-support-onboarding@google.com`) to schedule an appointment to get you set up on the Google Cloud console. - If your contract renews after August 1, 2024: Starting April 2024, look for an email from our Onboarding team (`saas-support-onboarding@google.com`) to schedule an appointment to get you set up on the Google Cloud console before August 1, 2024. Look out for communications from our team about access to the Google Cloud console. - After you have onboarded to Cloud Customer Care and the Google Cloud console, access to the Google SecOps SOAR legacy portal will be set to view only. Any open and active cases in the legacy support portal will continue to be supported until resolved and all new cases will be submitted through the Google Cloud console. If you have an existing Customer Care service, you can file your Google SecOps SOAR support tickets through the Google Cloud console. You need to add a Google SecOps SOAR project to file support cases against and grant the required permissions to the users. See [manage support cases](https://docs.cloud.google.com/support/docs/customer-care-procedures.md.txt#manage_a_support_case). Now that Google SecOps SOAR is integrated with Google Cloud, technical support is provided through the [Google Cloud console](http://console.cloud.google.com/support/cases) using [Cloud Customer Care offers](https://cloud.google.com/support#support-plans). For more information on how these changes affect you, see [FAQs](https://docs.cloud.google.com/support/docs/integrations.md.txt#integration-support-faqs) and [Additional Google SecOps SOAR-Specific FAQs](https://docs.cloud.google.com/support/docs/integrations.md.txt#secops-soar-support-faqs). ## Apigee This section describes how support is changing for Apigee customers. Google Cloud acquired Apigee in 2016. As a result of this integration, Apigee is now part of the wider range of Google Cloud products and solutions. Until now, Apigee customers have been receiving support through legacy systems for technical issues related to Apigee. > [!CAUTION] > **Attention:** Starting January 16, 2025, Apigee's legacy support will no longer be available. The technical support cases for your Apigee products will be submitted through the Google Cloud console. This means that you will need to onboard to a Cloud Customer Care support package before January 16, 2025 to ensure that you have continued support.
Now that Apigee has been integrated with Google Cloud, support will be provided through the [Google Cloud console](http://console.cloud.google.com/support/cases) using [Cloud Customer Care offers](https://cloud.google.com/support#support-plans). For more information on how these changes affect you, see [FAQs](https://docs.cloud.google.com/support/docs/integrations.md.txt#integration-support-faqs) and [Additional Apigee-Specific FAQs](https://docs.cloud.google.com/support/docs/integrations.md.txt#apigee-support-faqs). ## Mandiant This section describes how support is provided to Mandiant customers. Google Cloud acquired Mandiant in 2022. As a result of this integration, Mandiant is now part of the wider range of Google Cloud products and solutions. Until now, Mandiant customers have been receiving support through legacy systems for technical issues related to Mandiant. Now that Mandiant is integrated with Google Cloud, technical support is provided through the [Google Cloud console](http://console.cloud.google.com/support/cases) using [Cloud Customer Care offers](https://cloud.google.com/support#support-plans). > [!CAUTION] > **Attention:** As of March 31, 2025, Mandiant legacy support will no longer accept new case submissions. All technical support cases must be submitted through the Google Cloud console.
For more information on how these changes affect you, see [FAQs](https://docs.cloud.google.com/support/docs/integrations.md.txt#integration-support-faqs) and Additional [Mandiant Specific FAQs](https://docs.cloud.google.com/support/docs/integrations.md.txt#mandiant-support-faqs). ## Google Threat Intelligence This section describes how support is provided to Google Threat Intelligence customers. > [!CAUTION] > **Attention:** A transition period will run from September 2, 2025, to December 2, 2025. During this time, you may use either the legacy VirusTotal support channels or the Google Cloud console. As of December 2, 2025, the VirusTotal support channel for Google Threat Intelligence customers will be discontinued, and all technical support cases must be submitted through the Google Cloud console.
Technical support for Google Threat Intelligence is transitioning from the legacy VirusTotal support form to the unified Google Cloud console. This will provide all GTI customers with a consistent, centralized support experience through the Customer Care portfolio. Customers moving to the Google Cloud console will be provisioned with [Comprehensive Support](https://docs.cloud.google.com/support/docs/integrations.md.txt#comprehensive_support) at no cost and can select upgraded paid support options at any time after they have been set up. Comprehensive Support is included with the Google Threat Intelligence subscription but is not automatically provisioned. To activate this support, you must first onboard to the Google Cloud console and have an active Google Cloud organization ID. A dedicated customer care Onboarding team will reach out to your account representative to guide them through this setup process before the December 2, 2025 deadline. For more information on how these changes affect you, see [FAQs](https://docs.cloud.google.com/support/docs/integrations.md.txt#integration-support-faqs) and [Additional Google Threat Intelligence-Specific FAQs](https://docs.cloud.google.com/support/docs/integrations.md.txt#google-threat-intel-specific-faqs). ## Set up support for integrations The following sections describe support processes and show you how to onboard to Cloud Customer Care. ### Choose a Customer Care service Each service in the [Customer Care portfolio](https://cloud.google.com/support#support-plans) is designed to meet you where you are in your cloud journey. In addition to our three core support services (that is, Standard Support, Enhanced Support, and Premium Support), we offer Comprehensive support to Google Cloud SaaS products including Looker (Google Cloud core), Looker (Original), Google SecOps SIEM, Google SecOps SOAR, Apigee Hybrid, Apigee Edge Cloud, Apigee X, Mandiant, Application Integration, and Integration Connectors. Each is designed to address your business needs, alongside optional Value-Add Services to help your business make the most of the cloud. ## Comprehensive Support As a part of your SaaS product purchase of Looker (Google Cloud core), Looker (Original), Google SecOps SIEM, Google SecOps SOAR, Apigee Hybrid, Apigee Edge Cloud, Apigee X, Mandiant, Application Integration, and Integration Connectors, you're eligible for Comprehensive Support at no additional cost to you. Comprehensive Support is a technical support offer with a 1 business day SLO for Priority 2 (P2) cases. P1 case submission is not offered in this support package. Comprehensive Support offers unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests. > [!IMPORTANT] > **Important:** While Comprehensive Support comes with no additional costs, it is not automatically provisioned. You must onboard to the Google Cloud console and have an active Google Cloud organization ID to be eligible. Once this is set up, work with your Google representative to have Comprehensive Support provisioned to your account. If you purchase support for other Google Cloud products under the same organization or have an existing paid support entitlement, the purchased entitlement supersedes the Comprehensive Support entitlement, and applies to your SaaS products as well. The following are the details of Comprehensive Support service: | Features and services | Comprehensive Support details | |---|---| | [Pricing](https://docs.cloud.google.com/support/docs/premium.md.txt#pricing) | $0/month + 0% usage Included in subscription cost for SaaS products. | | [Initial response times](https://docs.cloud.google.com/support/docs/customer-care-procedures.md.txt?_ga=2.43674341.-11833560.1674832006#support_case_priority) | P2 Cases: 1 business day P3 Cases: 2 business days P4 Cases: 2 business days > [!NOTE] > **Note:** Comprehensive Support customers cannot submit P1 cases. | | [Service times](https://docs.cloud.google.com/support/docs/language-working-hours.md.txt?_ga=2.117485001.-11833560.1674832006) | 8/5 response; Receive support during local hours of operation. | | [Support languages](https://docs.cloud.google.com/support/docs/language-working-hours.md.txt?_ga=2.5885683.-11833560.1674832006) | English | | [Unlimited individual access to support](https://docs.cloud.google.com/support/docs/access-control.md.txt?_ga=2.2859760.-11833560.1674832006#iam_roles) | | | Multi-channel billing and technical support | Submit a support case in the Google Cloud console and follow up by email. | | [Active Assist Recommendations API](https://docs.cloud.google.com/recommender/docs.md.txt?_ga=2.114462151.-11833560.1674832006) | | | [Technical support escalations](https://youtu.be/tUBHqx7F2U0) | | | [Cloud Support API](https://docs.cloud.google.com/support/docs/apis) | | | [Third-party technology support](https://docs.cloud.google.com/support/docs/third-party.md.txt) | | | [Google Cloud Skills Boost](https://docs.cloud.google.com/support/docs/premium.md.txt#training) | | | [Event Management Service](https://docs.cloud.google.com/support/docs/premium.md.txt#event_management) | | | [Operational health reviews](https://docs.cloud.google.com/support/docs/premium.md.txt#operational_health_reviews) | | | [Customer aware support](https://docs.cloud.google.com/support/docs/premium.md.txt#customer_aware_support) | | | [Technical Account Management](https://docs.cloud.google.com/support/docs/premium.md.txt#tam) | | | Value-Add Services available for additional purpose | | | Upgrade availability | Customers have the option to upgrade to the paid support services (Standard Support, Enhanced Support, and Premium Support). | ### Customer Care availability The following table outlines Customer Care availability based on language and service. For more details on response times, see the [technical support guidelines](https://cloud.google.com/terms/tssg/#supportlevels). Support for billing inquiries is available for all support services for the languages listed in [Customer Care availability](https://docs.cloud.google.com/support/docs/integrations.md.txt#availability) during the Hours of Operation or Business Days, as applicable, and Cloud Technical Support is available as listed in the following table. [Support for Chrome browser](https://support.google.com/chrome/a/answer/4594885), included in the Enhanced and Premium services, is provided in English 24/7 and in Japanese during Hours of Operation. For SecOps Services, Google offers Cloud Technical Support in the English language only. | Support Language | Bundled support services || Paid support services ||| |---|---|---|---|---|---| | | **Comprehensive** | **Basic** | **Standard** | **Enhanced** | **Premium** | | English | P2-P4: During Hours of Operation. | Billing inquiries only. Upgrade to get Technical Support. | P2-P4: During Hours of Operation. | P1 and P2: 24/7 (including holidays). P3 and P4: During Hours of Operation. Support for Chrome browser: 24/7 (including holidays). | P1 and P2: 24/7 (including holidays). P3 and P4: During Hours of Operation. Support for Chrome browser: 24/7 (including holidays). | | Japanese | Technical Support in English available per the **English** row. | Billing inquiries only. Upgrade to get Technical Support. | Technical Support in English available per the **English** row. | P1 and P2: 24/7 (including holidays). P3 and P4: During Business Days. Support for Chrome browser: During Hours of Operation. | P1 and P2: 24/7 (including holidays). P3 and P4: During Business Days. Support for Chrome browser: During Hours of Operation. | | Japanese | > [!NOTE] > **Note:** For Technical Support in Japanese for Apigee, see the [Apigee Support Services Guide](https://cloud.google.com/terms/apigee-support-services-guide) under "Language Support", and for Apigee Edge, see the [Apigee Edge Technical Support Services Guidelines](https://cloud.google.com/terms/apigee-support) under "Language Support Generally". ||||| | Mandarin Chinese | Technical Support in English available per the **English** row. | Billing inquiries only. Upgrade to get Technical Support. | Technical Support in English available per the **English** row. | P1 and P2: 24/7 (including holidays).\* P3 and P4: During Business Days.\* | P1 and P2: 24/7 (including holidays).\* P3 and P4: During Business Days.\* | | Korean | Technical Support in English available per the **English** row. | Billing inquiries only. Upgrade to get Technical Support. | Technical Support in English available per the **English** row. | P1 and P2: 24/7 (including holidays).\* P3 and P4: During Business Days.\* | P1 and P2: 24/7 (including holidays).\* P3 and P4: During Business Days.\* | \*Mandarin Chinese and Korean support not available for Looker (Google Cloud core) which will be provided in English. ### Onboarding to Customer Care Our dedicated support onboarding team is happy to assist you in getting Comprehensive Support, Standard Support, or Enhanced Support. For Premium Support, contact [sales](https://cloud.google.com/contact). If you're new to Google Cloud, and need assistance setting up support, our team is available to walk you through our [onboarding guide](https://services.google.com/fh/files/misc/external_playbook_v5_onboarding_to_customer_care.pdf). To reach out to our onboarding team, you can email us at `saas-support-onboarding@google.com`. #### Get started with Google Cloud Customer Care services and onboarding Once you've chosen a support service that fits your needs, you're ready to proceed with your onboarding. If you already have an active Customer Care service (Basic, Standard, Enhanced, or Premium), you are able to use the same support package for your new products. To purchase Premium support service, contact [Google Cloud Sales](https://cloud.google.com/contact). #### Information required for onboarding to Customer Care You need to have the following information ready for your onboarding meeting: - Name of your business domain. - Access to your Business Domain DNS settings. - Identify your Organization Admin user and their email address. The Organization Admin sets up the projects within the organization, purchases support service and files support tickets. You're now ready for your onboarding meeting. A dedicated member of our onboarding team will walk you through the process of setting up your Google Cloud Support. At the end of the process you will generate an Organization ID which would allow the Onboarding team to entitle your organization for Customer Care. The entitlement process can take up to 1 hour to complete. Once completed, you're ready to submit support cases through the Google Cloud console. ## Manage support cases through the Google Cloud console ### Grant access to support service Before you can view and manage support cases, you need the required permissions. Your administrator can give you the required permissions through Identity and Access Management (IAM). See [How to grant IAM roles](https://docs.cloud.google.com/support/docs/access-control.md.txt#granting_roles). ### Create a project in the Google Cloud console Before you are able to submit support tickets, you need to create a project through the Google Cloud console for your Google Cloud product. See [Creating and managing projects](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects.md.txt). ### Submit a support case If you have a technical issue with a Google Cloud product, raise a case with Customer Care. See [How to create a support case](https://docs.cloud.google.com/support/docs/customer-care-procedures.md.txt#create_a_support_case). ### Submit an Assured and FedRAMP support case Assured support can be purchased by Premium or Enhanced Support customers. For more information, see [Google Cloud Customer Care portfolio](https://cloud.google.com/support#support-plans). To file an Assured and FedRAMP support case, see [Getting support](https://docs.cloud.google.com/assured-workloads/docs/getting-support.md.txt). > [!IMPORTANT] > **Important:** You must have an [Assured Workloads folder and project set up](https://docs.cloud.google.com/resource-manager/docs/creating-managing-projects.md.txt) to file these cases. ### Manage support cases You can manage cases from the **Cases** page. Any user in your organization with permission to edit support cases can comment on the case, upload file attachments, or modify case attributes, even if they did not create the case. See [How to manage existing support cases](https://docs.cloud.google.com/support/docs/customer-care-procedures.md.txt#manage_existing_cases). ### Escalate a case **This does not apply to Comprehensive Support and Standard Support.** If an issue is causing a pressing negative impact to your business and you require help beyond the regular case route, use the **Escalate** option. Escalating your case pages a case Escalation Manager who provides additional resources to fast-track the resolution process and minimize any impact on your business. See [How to escalate a case](https://docs.cloud.google.com/support/docs/customer-care-procedures.md.txt#escalate_case). ## FAQs ### Why is my support changing? Looker, Google SecOps SIEM, Google SecOps SOAR, Mandiant, Google Threat Intelligence, and Apigee are now part of the wider range of Google Cloud products and solutions. Until now, customers have been receiving support through legacy systems for their technical issues. Now that Looker, Google SecOps SIEM, Google SecOps SOAR, Mandiant, Google Threat Intelligence, and Apigee have been integrated with Google Cloud, support is provided through the [Google Cloud console](http://console.cloud.google.com/support/cases) using [Customer Care services](https://cloud.google.com/support#support-plans), which means all of your queries are answered by Google Cloud technical experts. Accessing support for all Google Cloud products under a single platform delivers powerful benefits. You'll enjoy the support you know and love, enhanced by all the capabilities of the Google Cloud support portfolio. ### What does this mean for me? Customer Care will now serve as your one-stop shop for all queries pertaining to Looker, Google SecOps SIEM, Google SecOps SOAR, Mandiant, Google Threat Intelligence, Apigee, and any other Google Cloud products as you scale to incorporate new solutions. With an accessible Google Cloud console, you can raise and manage technical issues for these products consistently in a single, centralized platform without the inconvenience of switching between systems. ### How will I know which Customer Care service is right for my business? The Google Cloud Customer Care portfolio offers various levels of support, including Comprehensive, Standard, Enhanced, and Premium Support. To determine which Customer Care service best suits your organization size and workload, you can review the capabilities and response times offered in each core service. [Compare Customer Care services](https://cloud.google.com/support#support-plans) ### What additional features are included in Google Cloud Customer Care services? The Customer Care portfolio offers various levels of support, including Comprehensive, Standard, Enhanced, and Premium support. [Compare Customer Care services](https://cloud.google.com/support#support-plans) to find the one that best suits your business needs. The portfolio also offers an array of custom Value-Add Services to supercharge support for your business. These services include the Technical Account Advisor Service, Planned Event Support, Assured Support, and Mission Critical Services. ### How do I sign up for a Customer Care service? For customers moving from a legacy support system to the Google Cloud console, a dedicated customer care Onboarding Agent will help guide you through the process. If you have not heard from your Onboarding Agent, connect with your Account Representative or review the [Onboarding to Customer Care guide](https://services.google.com/fh/files/misc/external_playbook_v5_onboarding_to_customer_care.pdf) for more information. ### How do I submit support cases in the new system? First, you'll need to be granted Identity and Access Management (IAM) permissions by your Organizational Administrator. Once you have IAM permissions, you can reach out to support for help. If you want to raise a case, see [How to create a support case](https://docs.cloud.google.com/support/docs/customer-care-procedures.md.txt#create_a_support_case). ### Where can I find directions for specific support procedures? See [Customer Care procedures \& support activities](https://docs.cloud.google.com/support/docs/customer-care-procedures.md.txt) for instructions on Customer Care support procedures. ### Can I escalate cases? **Applicable to Enhanced Support and Premium Support services only.** Yes - If your case requires more attention or the impact to your business has increased, you can choose to escalate. From the Google Cloud console, you can [escalate a case](https://docs.cloud.google.com/support/docs/customer-care-procedures.md.txt#escalate_case). ### How do I get in touch with Google Cloud support? Google Customer Care offers multi-channel access. This means you have multiple ways to access the support and technical guidance you need through your preferred channel. For most customers, the Google Cloud console offers the best option. Seeking technical assistance through the Google Cloud console is quick and simple. See [Contact customer care](https://docs.cloud.google.com/support/docs/customer-care-procedures.md.txt#contact_customer_care). ## Additional Looker-specific FAQs ### What is changing As part of Looker's integration with Google Cloud, starting October 2, 2023, upon your scheduled renewal, technical support for Looker will transition to be a part of the [Google Cloud Customer Care portfolio](https://cloud.google.com/support), along with other Google Cloud services. After the renewal, you can use the [Google Cloud console](http://console.cloud.google.com) to submit your new technical support cases. Any pre-existing open cases in the [Looker legacy customer support portal](https://help.looker.com/hc/) will continue to remain active until resolved. On October 2, 2024, we will replace the Looker legacy support portal with the Google Cloud console. After this time, the Looker legacy support portal will be unavailable and all technical support will be provided through the Google Cloud console. If your renewal is impacted by this change, our Google Cloud Support Onboarding team will reach out to you with instructions on how to get you set up on Cloud Customer Care before the October 2024. ### Why is it changing? As part of Looker's integration with Google Cloud, moving to the [Google Cloud Customer Care portfolio](https://cloud.google.com/support) helps ensure that we deliver a world class support experience across all our Google Cloud services. Customers with multiple Google Cloud services, including Looker, will appreciate the consistency and ease of access to support across their portfolio. ### What is the process to switch to Google Cloud Customer Care? No action is required on your part until you begin planning for your renewal. At the time of renewal, your Google representative will share the details of the process to onboard to Google Cloud Customer Care. At that time, you may choose one of the listed [Google Cloud Customer Care](https://cloud.google.com/support) support services, and our team will assist you with getting your support set up. Once onboarded to Customer Care, you can create technical support cases for Looker through the [Google Cloud console](http://Console.cloud.google.com). ### What changes will I see in my support experience? The [Google Cloud console](http://Console.cloud.google.com) offers a different experience compared to the [Looker legacy customer support portal](https://help.looker.com/hc/). In addition, features of each Customer Care service may vary from our Looker legacy support offers. For more information about the offers, see [Looker Technical Support Services Guidelines](https://cloud.google.com/terms/apigee-support) and [Google Cloud Platform Services: Technical Support Services Guidelines](https://cloud.google.com/terms/tssg). ### How do I upgrade to a higher tier of Support? During the renewal process, you can select a support service from the [Google Cloud Customer Care portfolio](https://cloud.google.com/support), which includes various tiers of support designed to meet your business needs. ### Can I still use the Looker chat function to file a case? Yes. However, customers with Comprehensive support don't have access to the chat feature. Refer to the [Customer Care portfolio](https://cloud.google.com/support#support-plans) to view the options. ### Why is the price changing? The Customer Care portfolio offers you the ability to choose a support service based on your organization's needs and budget. This portfolio includes different levels of support with various features that deliver added value to help your business succeed. Whether you're looking for system optimization, self-management capabilities, or Value-Add Services, you can find a service that suits your needs. This not only means that you gain a richer support experience, but also gives you more control over choosing what's right for your business. All this additional value is reflected in the price. ### Will my Service-Level Objective (SLO) change? As Looker Support integrates into Google Cloud, you will transition to one of the Customer Care support services. Each service has its own SLO which means that your SLO might be different from what you're used to. You can further upgrade your support service anytime to get an SLO that suits your organization's needs. For information on SLOs, see [Looker SLOs](https://cloud.google.com/terms/looker/support) and [Google Cloud SLOs](https://cloud.google.com/terms/tssg). ### What languages are supported? For information on languages available for your service and products, see [Language support and working hours](https://docs.cloud.google.com/support/docs/language-working-hours.md.txt). ### Where can I find my Technical Support Service Guidelines? For information about your Looker Technical Support Services, see [Google Technical Support Services Guidelines](https://cloud.google.com/terms/tssg/looker). ### Can I just stay on legacy Looker Support? At your upcoming renewal, it is required that you switch to a [Google Cloud Customer Care](https://cloud.google.com/support) service. This will help ensure we can deliver a world class support experience across all our Google Cloud services. ### Who can I contact if I have any questions? We are here to help you through this transition. If you have any questions with regards to your transition to Cloud Customer Care, reach out to our onboarding team by sending an email to `saas-support-onboarding@google.com`. Along with your support transition questions, provide specifics about the Looker product that you are inquiring about. Also, include your Looker or Google Account name, or both, and your upcoming renewal date. ## Additional Google SecOps SIEM-specific FAQs ### Why is the price changing? The Google Cloud Customer Care portfolio offers you the ability to choose a support service based on your organization's needs and budget. This portfolio includes different levels of support with various features that deliver added value to help your business succeed, including a no cost option. With your existing legacy Google SecOps SIEM subscription, your technical support is included with a response time of 1 business day. With the introduction of Comprehensive Support in Google Cloud, we will maintain this no cost option with 1 business day response time to provide continuity during your transition. If your organization requires better support response times, you can upgrade to one of our Customer Care support services at any time. Our Standard Support package is our entry level paid support offer which significantly improves upon the initial response times from 1 business day to 4 hours. In addition, each Customer Care support service includes various features that deliver added value to help your business succeed. Whether you're looking for system optimization, self-management capabilities, or Value-Add Services, you can find a service that suits your needs. This not only means you gain a richer support experience, but also gives you more control over choosing what's right for your business. ### Will my Service-Level Objective (SLO) change? As Google SecOps SIEM Support integrates into Google Cloud, you will transition to one of the Customer Care support services. Each service has its own SLO, with the entry-level support service for SaaS products (Comprehensive Support) matching Google SecOps SIEM's legacy SLO of 1 business day. You can further upgrade your support service anytime to get an SLO that suits your organization's needs. For information on SLOs, see [Customer Care portfolio](https://cloud.google.com/support#support-plans). ### What languages are supported? For information on languages available for your service and products, see [Language support and working hours](https://docs.cloud.google.com/support/docs/language-working-hours.md.txt). ### Where can I find my Technical Support Service Guidelines? For information about your Google SecOps SIEM technical support services, see [Google Technical Support Services Guidelines](https://cloud.google.com/terms/secops/tssg). ### Can I stay on legacy Chronicle Support? At your upcoming renewal, it is required that you switch to a Cloud Customer Care service (including Comprehensive Support) and file your support tickets through the Google Cloud console. This will help ensure we can deliver a world class support experience across all our Google Cloud services. ### What is the process to switch to Cloud Customer Care? No action is required on your part until you begin planning for your renewal. At the time of renewal, a Google representative shares the details of the process to onboard to Cloud Customer Care. At that time, you may choose one of the listed Customer Care support services, and our team will assist you with getting your support set up. Once onboarded to Customer Care, you can create technical support cases for Google SecOps SIEM through the Google Cloud console. If you want to onboard to Customer Care before your renewal, reach out to our Google Cloud Support Onboarding team at `saas-support-onboarding@google.com` with your details and request to set up an onboarding appointment. ## Additional Google SecOps SOAR-specific FAQs ### Why is the price changing? The Google Cloud Customer Care portfolio offers you the ability to choose a support service based on your organization's needs and budget. With the introduction of Comprehensive Support, Google SecOps SOAR customers will receive an initial response time of 1 business day for technical support cases at no cost. If your organization requires better support response times, you can upgrade to one of our Customer Care support services at any time. Our Standard Support package is our entry level paid support offer which significantly improves upon the initial response times from 1 business day to 4 hours. In addition, each Customer Care support service includes various features that deliver added value to help your business succeed. Whether you're looking for system optimization, self-management capabilities, or Value-Add Services, you can find a service that suits your needs. This not only means you gain a richer support experience, but also gives you more control over choosing what's right for your business. ### Will my Service-Level Objective (SLO) change? As Google SecOps SOAR support integrates into Google Cloud, you will transition to one of the Customer Care services. Each service has its own SLO which means that your SLO might be different from what you're used to. You can upgrade your support service any time to get an SLO that suits your organization's needs. For more information, see [Customer Care portfolio](https://cloud.google.com/support#support-plans). ### What languages are supported? For information on languages available for your service and products, see [Language support and working hours](https://docs.cloud.google.com/support/docs/language-working-hours.md.txt). ### Where can I find my Technical Support Service Guidelines? For information about your Google SecOps SOAR technical support services, see [Google Technical Support Services Guidelines](https://cloud.google.com/terms/secops/tssg). ### Can I stay on legacy Siemplify support? At your upcoming renewal, it is required that you switch to a Customer Care service (including Comprehensive Support) and file your support tickets through the Google Cloud console. This will help ensure we can deliver a world class support experience across all our Google Cloud services. ### What is the process to switch to Cloud Customer Care? No action is required on your part until you begin planning for your renewal. At the time of renewal, a Google representative shares the details of the process to onboard to {product_name_short}. At that time, you may choose one of the listed Customer Care support services, and our team will assist you with getting your support set up. Once onboarded to Customer Care, you can create technical support cases for Google SecOps SOAR through the Google Cloud console. If you want to onboard to Cloud Customer Care before your renewal, reach out to our Google Cloud Support Onboarding team at `saas-support-onboarding@google.com` with your details and request to set up an onboarding appointment. ## Additional Apigee-specific FAQs ### What is changing As part of Apigee's integration with Google Cloud, starting October 2, 2023, upon your scheduled renewal, technical support for Apigee will transition to be part of the [Google Cloud Customer Care portfolio](https://cloud.google.com/support), along with other Google Cloud services. After your renewal, you can use the [Google Cloud console](http://console.cloud.google.com) to submit your new technical support cases. Any pre-existing open cases in the [Apigee legacy customer support portal](https://apigee.my.salesforce-sites.com/portal/) will continue to remain active until resolved. On January 16, 2025, we will replace the Apigee legacy support portal with the Google Cloud console. After this time, the Apigee legacy support portal will be unavailable and all technical support will be provided through the Google Cloud console. If your renewal is impacted by this change, our Google Cloud Support Onboarding team will reach out to you with instructions on how to get you set up on Cloud Customer Care before the end of 2024. ### Why is it changing? As part of Apigee's integration with Google Cloud, moving to the [Google Cloud Customer Care portfolio](https://cloud.google.com/support) helps ensure that we deliver a world class support experience across all our Google Cloud services. Customers with multiple Google Cloud services including Apigee, will appreciate the consistency and ease of access to support across their portfolio. ### What is the process to switch to Google Cloud Customer Care? No action is required on your part until you begin planning for your renewal. At the time of renewal, your Google representative will share the details of the process to onboard to Google Cloud Customer Care. At that time, you may choose one of the listed [Google Cloud Customer Care](https://cloud.google.com/support) support services, and our team will assist you with getting your support set up. Once onboarded to Customer Care, you can create technical support cases for Apigee through the [Google Cloud console](http://Console.cloud.google.com). ### What changes will I see in my support experience? The [Google Cloud console](http://Console.cloud.google.com) offers a different experience compared to the [Apigee legacy customer support portal](https://apigee.my.salesforce-sites.com/portal/). In addition, features of each Customer Care service may vary from our Apigee legacy support offers. For more information about the offers, see [Apigee Edge Technical Support Services Guidelines](https://cloud.google.com/terms/apigee-support) and [Google Cloud Platform Services: Technical Support Services Guidelines](https://cloud.google.com/terms/tssg). ### How do I upgrade to a higher tier of Support? During the renewal process, you can select a support service from the [Google Cloud Customer Care portfolio](https://cloud.google.com/support), which includes various tiers of support designed to meet your business needs. ### What languages are supported? For information on languages available for your service and products, see [Language support and working hours](https://docs.cloud.google.com/support/docs/language-working-hours.md.txt). For technical support in Japanese, see the [Apigee Support Services Guide](https://cloud.google.com/terms/apigee-support-services-guide) under **Language Support** , and for Apigee Edge, see [Apigee Edge Technical Support Services Guidelines](https://cloud.google.com/terms/apigee-support) under **Language Support Generally**. ### Where can I find my Technical Support Service Guidelines? For information about your Apigee and Apigee Edge technical support services, see [Apigee Edge Technical Support Services Guidelines](https://cloud.google.com/terms/apigee-support). ### Can I just stay on legacy Apigee Support? At your upcoming renewal, it is required that you switch to a [Google Cloud Customer Care](https://cloud.google.com/support) service. This will help ensure we can deliver a world class support experience across all our Google Cloud services. ### Who can I contact if I have any questions? We are here to help you through this transition. If you have any questions with regards to your transition to Cloud Customer Care, reach out to our onboarding team by sending an email to `saas-support-onboarding@google.com`. Along with your support transition questions, provide specifics about the Apigee product that you are inquiring about. Also, include your Apigee or Google Account name, or both, and your upcoming renewal date. ## Additional Mandiant-specific FAQs ### What is changing As part of Mandiant's integration with Google Cloud, starting February 14, 2024, upon your scheduled renewal, technical support for Mandiant will transition to be part of the [Google Cloud Customer Care portfolio](https://cloud.google.com/support), along with other Google Cloud services. Included in this transition to Google Cloud is the separation of Mandiant technical support and Customer Success from the Mandiant product. For more information about Customer Success changes, email `GCS-MSA-Support@Google.com`. After your renewal, you can use the [Google Cloud console](http://console.cloud.google.com) to submit your new technical support cases. Any pre-existing open cases in the [Mandiant original customer portal](https://mati-landing.my.site.com/MandiantSupport) will continue to remain active until resolved. On March 31, 2025, the legacy Mandiant support portal will be set to view only and no new cases will be accepted. All technical support for Mandiant will be provided through the Google Cloud console. This requires onboarding to the new support system and support offers. ### Why is it changing? As part of Mandiant's integration with Google Cloud, moving to the [Google Cloud Customer Care portfolio](https://cloud.google.com/support) helps ensure that we deliver a world class support experience across all our Google Cloud services. Customers with multiple Google Cloud services including Mandiant, will appreciate the consistency and ease of access to support across their portfolio. ### Why is the price changing? The Google Cloud Customer Care portfolio offers you the ability to choose a support service based on your organization's needs and budget. With the introduction of Comprehensive Support, Mandiant customers will receive an initial response time of 1 business day for technical support cases at no cost. If your organization requires better support response times, you can upgrade to one of our Customer Care services at any time. In addition, each Customer Care service includes various features that deliver added value to help your business succeed. Whether you're looking for system optimization, self-management capabilities, or Value-Add Services, you can find a service that suits your needs. This not only means you gain a richer support experience, but also gives you more control over choosing what's right for your business. ### What is the process to switch to Google Cloud Customer Care? A member of the Customer Care Onboarding team will reach out to your accounts representative to notify them of the requirement to move to Cloud Customer Care on the date of your renewal, or before March 31, 2025. They will offer their assistance to get your support set up in the new system. It is critical that this step is completed to ensure you have continued support. At that time, you may choose one of the listed [Google Cloud Customer Care](https://cloud.google.com/support) support services, and our team will assist you with getting your support set up. Once onboarded to Customer Care, you can create technical support cases for Mandiant through the [Google Cloud console](http://Console.cloud.google.com). ### What languages are supported? For information on languages available for your service and products, see [Language support and working hours](https://docs.cloud.google.com/support/docs/language-working-hours.md.txt). ### Where can I find my Technical Support Service Guidelines? For information about Google or legacy Mandiant technical support services, see [SecOps Services: Technical Support Services Guidelines](https://cloud.google.com/terms/secops/tssg). ### Can I stay on legacy Mandiant Support? At your upcoming renewal, or before March 31, 2025, it is required that you switch to a [Google Cloud Customer Care](https://cloud.google.com/support) service. This will help ensure we can deliver a world class support experience across all our Google Cloud services. ## Additional Google Threat Intelligence-specific FAQs ### What is changing? Google Threat Intelligence support is transitioning from the VirusTotal support form to the Google Cloud console. Customers must complete the transition between September 2, 2025 to December 2, 2025. Starting December 2, 2025, VirusTotal will no longer accept Google Threat Intelligence support cases. ### Why is it changing? As Google Threat Intelligence being a part of Google Cloud, moving to the Customer Care portfolio helps ensure that we deliver a world class support experience across all our Google Cloud services. Customers with multiple Google Cloud services including Google Threat Intelligence, SecOps, and Mandiant, will appreciate the unified experience as well as the consistency and ease of access to support across their portfolio. ### What is the process to switch to Cloud Customer Care? A member of the Cloud Customer Care Onboarding team will reach out to your account representative to notify them of the requirement to move to Customer Care before December 2, 2025. They will assist you in getting your support set up in the new system. It is critical that this step is completed to ensure that you have continued support. The Onboarding team member will also provision your account with Comprehensive Support. You may upgrade to one of the paid Customer Care support services at any time after initial set up. The Onboarding team will follow these steps to set up your support: 1. Create a Cloud Identity and organization. 2. Add new users. 3. Assign initial roles for users, including `Organization Admin` and `Tech Support Editor`, to file support tickets. 4. Provision your account with our free Comprehensive Support package. 5. Submit a test ticket to ensure proper configuration. For more details review the [onboarding to customer care](https://docs.cloud.google.com/support/docs/integrations.md.txt#integrations-onboard-to-customer-care) section. Once onboarded to Customer Care, you can create technical support cases for Google Threat Intelligence through the Google Cloud console. If you or your platform Admin has not received an outreach, contact saas-support-onboarding@google.com to begin the process. ### What languages are supported? For information on languages available for your service and products, see [Language support and working hours](https://docs.cloud.google.com/support/docs/language-working-hours.md.txt). ### Can I just stay on VirusTotal Support? It is required that you switch to the Google Cloud console for your support service by December 2, 2025. At that time VirusTotal will no longer support Google Threat Intelligence cases. ## What's next? - Follow [best practices for working with Customer Care](https://docs.cloud.google.com/support/docs/best-practices). - Learn about the [language support and working hours](https://docs.cloud.google.com/support/docs/language-working-hours.md.txt) for Customer Care when you submit a support case. - [Looker Support Services Guide](https://cloud.google.com/terms/tssg/looker) - [Google Cloud Platform Services: Technical Support Services Guidelines](https://cloud.google.com/terms/tssg)