Google recently announced the launch of Google Cloud Premium Support, a new support plan designed for enterprise and mission-critical needs. The support plan includes a set of services and systems that support faster and better support response, establishing context for customers, helping users integrate and enable Google Cloud products.
One of the larger features that Google is touting is a 15-minute target response time to client inquiries, ensuring that customers have a solid response to business-critical questions quickly. These inquiries will be handled by technical subject matter experts that have deep, extensive knowledge of specific Google Cloud products. The support experts will also establish context for their customer, becoming familiar with a client’s applications, systems, and resources; this helps Google Cloud’s support team establish solutions that align with a customer’s infrastructure.
“Premium Support has been designed to better meet the needs of our customers running modern cloud technology,” said Atul Nanda, Vice President, Cloud Support for Google. “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.”
In addition to the Premium Support plan, Google will also be offering advanced services as add-ons that can be purchased as needed. This includes an advanced event management service, extended technical account manager (TAM) coverage, and mission-critical support through a site reliability engineering (SRE) engagement.
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