Over the years, Google Cloud has acquired companies and integrated new products into its portfolio.
At this time, the following products have been integrated into the Google Cloud SaaS products and solutions portfolio. This document describes how Google Cloud support is extended for these products.
As part of Google Cloud, you can select the Cloud Customer Care offering that works the best for you. See Setting up Support for your account.
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.
Now that Looker is integrated with Google Cloud, technical support is provided through the Google Cloud console and Google Cloud in-app chat using Cloud Customer Care offers.
For more information on how these changes affect you, see FAQs and Additional Looker-Specific 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.
Now that Google SecOps SIEM is integrated with Google Cloud, support is provided through the Google Cloud console using Cloud Customer Care offers.
For more information on how these changes affect you, see FAQs and Additional Google SecOps SIEM-Specific 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.
Now that Google SecOps SOAR is integrated with Google Cloud, technical support is provided through the Google Cloud console using Cloud Customer Care offers.
For more information on how these changes affect you, see FAQs and Additional Google SecOps SOAR-Specific 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.
Now that Apigee has been integrated with Google Cloud, support will be provided through the Google Cloud console using Cloud Customer Care offers.
For more information on how these changes affect you, see FAQs and Additional Apigee-Specific 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 using Cloud Customer Care offers.
For more information on how these changes affect you, see FAQs and Additional Mandiant Specific FAQs.
Google Threat Intelligence
This section describes how support is provided to Google Threat Intelligence customers.
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 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 and Additional Google Threat Intelligence-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 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.
The following are the details of Comprehensive Support service:
| Features and services | Comprehensive Support details |
|---|---|
| Pricing | $0/month + 0% usage Included in subscription cost for SaaS products. |
| Initial response times |
P2 Cases: 1 business day P3 Cases: 2 business days P4 Cases: 2 business days |
| Service times | 8/5 response; Receive support during local hours of operation. |
| Support languages | English |
| Unlimited individual access to support | |
| Multi-channel billing and technical support | Submit a support case in the Google Cloud console and follow up by email. |
| Active Assist Recommendations API | |
| Technical support escalations | |
| Cloud Support API | |
| Third-party technology support | |
| Google Cloud Skills Boost |