Customer care offerings

Improve your Google Workspace experience with a support offering from the customer care portfolio.

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Google Workspace troubleshooting

Google Workspace included resources

Google Workspace admin support

Multi-channel support is available to Google Workspace administrators. Sign In as an admin for help and to manage users. Also, connect with the Google Workspace administrator help community.

General Google support

If you’re not a Google Workspace admin, find answers to product issues, billing and more at Google Help.

Customer care offerings

Learn about the response times and services provided with customer care paid offerings.

  • Enhanced support keyboard_arrow_down

    Accelerated response times

    Intelligent case routing with improved response times.

    Google Workspace and GCP

    Advanced product knowledge

    Technical support experts with advanced product knowledge and analysis tools to provide you with an improved support experience.

    Third-party technology support

    Commercially reasonable assistance with the setup, configuration and technical support of third-party applications.

  • Premium Support keyboard_arrow_down

    15 minute response time for P1 cases

    Aggressive target response time to minimise business disruption.

    Google Workspace only

    Customer aware guidance

    Designated technical advisors with architectural context of your environment to effectively resolve issues.

    Proactive Support Services

    Quarterly operational reviews to improve your support experience and identify key metrics or projects requiring heightened support needs.


Tailor services to your needs

Whether you’re looking to decrease response times or add third-party technology support, Cloud Customer Care provides multiple offerings to fit your needs.

Choose the best customer care offering for your business

You can use standard support which is included in your Google Workspace licence or upgrade to enhanced or Premium Support for faster response times and more services.

More efficiency

The technical support experts in enhanced and Premium Support have advanced product knowledge and improved analysis tools, bringing more efficiency to your support experience.

Premium support features

Google Workspace and GCP Premium Support customers have access to these features and services.

P1 enterprise-level response times

Receive 15-min SLOs (service-level objectives) for P1 cases to accelerate issue resolution for business critical needs.

Technical Account Management

Work with a designated Technical Account Manager (TAM) to help with operational rigour, platform health and architecture stability.

Experts with advanced product knowledge

Engage with technical experts with advanced product knowledge to resolve issues.


Access to hundreds of Google Workspace training labs in the Qwiklabs learning platform.

Operational health reviews

Quarterly reviews with trusted advisors to manage your customer support experience and identify key operational metrics for continuous improvement.

Familiarity with your business

Work with a team that is familiar with your applications and systems through Google customer aware support.

Third-party technology support

Assistance with the setup, configuration and technical support of third-party applications.

New product previews

Access Google Cloud’s solutions up to 20+ months in advance and test upcoming features.

Compare customer care offerings

Choose the offering that better addresses your business needs.

Standard support

Standard support is included with a Google Workspace subscription.

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  • Four hour SLO for P1 support cases
  • 24/7 for P1 cases
  • Multi-channel support

Premium Support

Proactive and tailored support for your most business-critical needs.

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  • 15-minute response time for P1 cases
  • 24/7 for P1, P2 and P3 cases
  • Multi-channel support
  • Technical experts with advanced product knowledge
  • Third-party technology support
  • Technical Account Manager
  • Customer aware support
  • Operational health reviews
  • Intelligent systems
  • Training
  • New products previews

Value Add Services

Expand your Enhanced and Premium Support service capabilities by purchasing Google Workspace, Value Add Services. There are two options that enable increased customisation to meet your business needs, Assured support for Google Workspace and Technical Account Advisor Service for Google Workspace.

Assured support for Google Workspace

Advance your information governance journey with Assured support for Google Workspace, the simplified means for organisations such as yours with high governance requirements, to control your Google Workspace Support Services. Simple set-up plus stringent compliance controls deliver all the benefits of Premium Support wrapped with an additional layer of governance. Available in the US region, this Google Workspace Value Add Service maintains the benefits of Premium Support, with the added compliance advantage that Support can be enabled by US persons in US locations. Assured support for Google Workspace is available exclusively to Premium Support customers.

Google Workspace troubleshooting

Get troubleshooting help for common issues or visit the Google Workspace admin Help Centre.

Google Workspace support languages, contact and hours of operations.
Looking for customised solutions? Learn about our consulting services.

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Enhanced support

Faster response times, with 24/7 access to priority support

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Get started with premium support

Business-critical responses with technical account management.

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Read the Google Workspace Technical Support Services Guidelines here.