Stay organized with collectionsSave and categorize content based on your preferences.
Different support models are available for Sovereign Controls by Partners
depending on which partner-managed solution you choose:
Partner-led support: Some partner offerings have a partner-led support
model, where your support case is handled by the partner itself. You create a
support case using the partner's ticketing system instead of Cloud Customer Care,
and the partner's support personnel are responsible for handling your case. As
necessary, your partner may engage Google Technical Support for assistance
with your case. Google Technical Support will meet applicable personnel data
access controls as required by the partner, regardless of whether support is
provided by Google or aSubprocessor.
Partner-led support does not require an Enhanced or Premium Support
subscription with Google Cloud. Contact your partner for more
information.
Google-led support: Some partner offerings have a Google-led support
model, which requires an Enhanced or Premium Support subscription. You create
a support case using the Cloud Customer Care ticketing system, and Google's
support personnel are responsible for handling your case.
Get a Cloud Customer Care subscription
Google Cloud offers specific support services to meet specific customer needs,
such as 24/7 coverage, multi-channel support, and access to subject-matter
experts. If your partner offering has a Google-led support model, an Enhanced or
Premium Support subscription is required to purchase
Sovereign Controls by Partners.
Sovereign Controls by Partners technical support services are only
available for customers who have purchased Premium Support or Enhanced Support.
For questions about the Sovereign Controls by Partners product, open a
support case specifying the subcomponent that is most relevant to your issue
when you open a case.
Field
Specification
Group
Identity & Security
Component
Select the appropriate category for your issue
Sub Component
Select the appropriate category for your issue
To open a support case, seeSupport Procedures.
You are responsible for ensuring that sensitive information is not shared within
your Support case.
All requests for technical support services by the customer must be submitted
via theCreate Caseoption from within the Google Cloud console. When creating
a support case, make sure that you have selected a project that corresponds to
a project within a Sovereign Controls by Partners folder. Remember to
include the partner that you are partnering with in theDescriptionsection
of the support case. Support is provided only in English. Additional Support
Services are outlined in the Google Cloud Technical Support Services Guidelines.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-09-04 UTC."],[],[],null,["# Get support\n\nDifferent support models are available for Sovereign Controls by Partners\ndepending on which partner-managed solution you choose:\n\n- **Partner-led support** : Some partner offerings have a partner-led support\n model, where your support case is handled by the partner itself. You create a\n support case using the partner's ticketing system instead of Cloud Customer Care,\n and the partner's support personnel are responsible for handling your case. As\n necessary, your partner may engage Google Technical Support for assistance\n with your case. Google Technical Support will meet applicable personnel data\n access controls as required by the partner, regardless of whether support is\n provided by Google or a [Subprocessor](/terms/subprocessors).\n\n Partner-led support does not require an Enhanced or Premium Support\n subscription with Google Cloud. Contact your partner for more\n information.\n- **Google-led support**: Some partner offerings have a Google-led support\n model, which requires an Enhanced or Premium Support subscription. You create\n a support case using the Cloud Customer Care ticketing system, and Google's\n support personnel are responsible for handling your case.\n\nGet a Cloud Customer Care subscription\n--------------------------------------\n\nGoogle Cloud offers specific support services to meet specific customer needs,\nsuch as 24/7 coverage, multi-channel support, and access to subject-matter\nexperts. If your partner offering has a Google-led support model, an Enhanced or\nPremium Support subscription is required to purchase\nSovereign Controls by Partners.\n\nFor more information, see [Cloud Customer Care](https://cloud.google.com/support).\n\nOpen a Google-led support case\n------------------------------\n\n| **Caution:** Failure to select the appropriate project associated with your Sovereign Controls by Partners workload can result in the case---and all details provided within the case request---being routed to global support personnel, who are unable to access Sovereign Controls by Partners project data to provide effective support.\n\nSovereign Controls by Partners technical support services are only\navailable for customers who have purchased Premium Support or Enhanced Support.\nFor questions about the Sovereign Controls by Partners product, open a\nsupport case specifying the subcomponent that is most relevant to your issue\nwhen you open a case.\n\nTo open a support case, see\n[Support Procedures](/support/docs/procedures).\nYou are responsible for ensuring that sensitive information is not shared within\nyour Support case.\n\nAll requests for technical support services by the customer must be submitted\nvia the **Create Case** option from within the Google Cloud console. When creating\na support case, make sure that you have selected a project that corresponds to\na project within a Sovereign Controls by Partners folder. Remember to\ninclude the partner that you are partnering with in the **Description** section\nof the support case. Support is provided only in English. Additional Support\nServices are outlined in the Google Cloud Technical Support Services Guidelines."]]
