This guide outlines available languages and working hours for Cloud Customer Carewhen you submit a support casethrough the Google Cloud console.
Community support, including Google issue trackers, is only available in English. To learn about language support forGoogle Workspace, see.
Language support
Customer Care is available in the following languages:
- English
- Japanese
- Mandarin Chinese
- Korean
- French
The language in which you write your case determines the language inwhich you receive support.
Customer Care availability
For incoming support cases, Customer Care is available based on thefollowing factors:
- The language in which you submit the case.
- The support service of your Google Cloud organization, such asEnhanced Support or Premium Support. Your servicedetermines whether case support is available 24 hours a day, 7 days a week(24/7). Otherwise, Customer Care is available during Hours ofOperation or Business Days.
- The priority of the case (P1-P4).
The following table outlines Customer Care availability based onlanguage and service. For more details on response times, see thetechnical support guidelines.
Support for billing inquiries is available for all support services for thelanguages listed earlier during the Hours of Operation or Business Days, asapplicable, and Cloud Technical Support is available as listed in the followingtable.Support for Chrome browser,included in the Enhanced and Premium services, is provided in English 24/7 andin Japanese during Hours of Operation. For SecOps Services, Google offers CloudTechnical Support in the English language only.
| Support Language | Basic | Standard | Enhanced | Premium |
|---|---|---|---|---|
| English | 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 | Billing inquiries only. Upgrade to get Technical Support. | Technical Support in English available per the preceding 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. |
| Mandarin Chinese | Billing inquiries only. Upgrade to get Technical Support. | Technical Support in English available per the preceding 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 | Billing inquiries only. Upgrade to get Technical Support. | Technical Support in English available per the preceding 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.* |
| French | Billing inquiries only. Upgrade to get Technical Support. | Technical Support in English available per the preceding English row. | P1 and P2: 24/7 (including holidays).* P3 and P4: During Hours of Operation.* | P1 and P2: 24/7 (including holidays).* P3 and P4: During Hours of Operation.* |
Working hours
Customer Care's working hours, defined as Hours of Operation orBusiness Days, depend on the support language of your case.
Hours of Operation
English and French support is available during Hours of Operation, which run from 5:00 PMon Sunday to 5:00 PM on Friday, Pacific Standard Time (GMT-8).
For more information, go toGoogle Cloud Platform Services: Technical Support Services Guidelines, expand the General Support Services Terms section, andthen see "Additional Definitions: Hours of Operation."
Business Days
A Business Day means any day during the Hours of Operation. The following support languages operate under regional Business Days:
| Support Language | Business Days |
|---|---|
| Japanese | 9:00am-5:00 PM, Monday-Friday, Japan Standard Time (GMT+9) |
| Mandarin Chinese | 9:00am-5:00 PM, Monday-Friday, China Standard Time (GMT+8) |
| Korean | 9:00am-5:00 PM, Monday-Friday, Korea Standard Time (GMT+9) |
Customer Care regional holidays
Customer Care is unavailable during regional holidays, unless yourorganization's service includes 24/7 support.
The following table shows the regional holidays for the Customer Careteam:
2024 regional holidays
| The Americas | Europe, Middle East, Africa | Asia Pacific | Japan | Korea |
|---|---|---|---|---|
| 01 January | 01 January | 01 January | 01 January | 01 January |
| 15 January | 02 January | 15 January | 02 January | 09 February |
| 19 February | 29 March | 26 January | 03 January | 10 February |
| 27 May | 01 April | 25 March | 04 January | 11 February |
| 19 June | 01 May | 29 March | 08 January | 12 February |
| 04 July | 25 December | 09 April | 11 February | 01 March |
| 05 July | 26 December | 11 April | 12 February | 10 April |
| 02 September | 01 May | 23 February | 01 May | |
| 28 November | 10 June | 20 March | 05 May | |
| 29 November | 15 August | 29 April | 06 May | |
| 24 December | 07 September | 03 May | 15 May | |
| 25 December | 02 October | 04 May | 06 June | |
| 31 December | 07 October | 05 May | 15 August | |
| 12 October | 06 May | 16 September | ||
| 31 October | 15 July | 17 September | ||
| 01 November | 11 August | 18 September | ||
| 25 December | 12 August | 03 October | ||
| 16 September | 09 October | |||
| 22 September | 25 December | |||
| 23 September | ||||
| 14 October | ||||
| 03 November | ||||
| 04 November | ||||
| 23 November | ||||
| 29 December | ||||
| 30 December | ||||
| 31 December |
