Google Partner-Led Premium Support

Support plan overview

Beginning Monday, April 1, 2024, Google charges all customers globally for Google Cloud support, which means that escalating support requests and submitting customers to Google now comes with additional costs.

If you need to raise support requests with Google after April 1, 2024, you can choose a support plan listed below:

• Partner-Led Premium Support (PLPS): Includes direct access and escalation to Google support, with a charge of 4% of your total invoice for GCP spend (excludes Workspace, Maps, or Marketplace purchases). The minimum support contract period is 3 months.

• Partner Resold Support (Direct Support): Allows you to open support requests with Google (DoiT cannot open support requests on your behalf). This option includes three tiers:

  • Before November 1, 2024:

    • Partner Resold Standard Support: $29/month + 3% of invoice; minimum support contract period is 1 month.

    • Partner Resold Enhanced Support: $500/month + 3% of invoice; minimum support contract period is 1 month.

    • Partner Resold Premium Support: $12.5K/month + 4% of invoice; minimum support contract period is 1 year.

  • On November 1, 2024, Partner Resold Support (Direct Support) Pricing will change to:

  Support level	New pricing	Minimum contract period
  Premium Support	Minimum charge of $15,000.00 or charges based upon the following calculations: 10% of monthly Cloud charges for the first $0–$150K 7% of monthly Cloud charges from $150K–$500K 5% of monthly Cloud charges from $500K–$1M 3% of monthly charges over $1M Charges will be at least $15,000.00, or the result of the calculation, whichever is higher.	1 month
  Enhanced Support	Minimum charge of $100.00 or charges based upon the following calculations: 10% of monthly Cloud charges for the first $0–$10K 7% of monthly Cloud charges from $10K–$80K 5% of monthly Cloud charges from $80K–$250K 3% of monthly Cloud charges over $250K Charges will be at least $100.00, or the result of the calculation, whichever is higher.	1 month
  Standard Support	Minimum charge of $29.00 or 3% of monthly Cloud charges, whichever is greater.	1 year

Note

Any change made to the support plan takes up to two full business days to be effective.

Price changes for any Premium customers will go into effect after the completion of their contract, for all others these changes will occur on November 1, 2024.

Activate Partner-Led Premium Support

You can activate Partner-Led Premium Support anytime.

1. Sign in to the DoiT console, select Services from the top navigation bar, and then select Consulting and support.

2. Create a new request.

3. From the Cloud Platform dropdown list, select Google Cloud Platform.

4. From the Product dropdown list, select Activation request under Partner-Led Premium Support.

   

Once you submit the activation request, your account manager will prepare the proper documentation and reach out to get the required signature.

Cancel Partner-Led Premium Support

Note

You can cancel Partner-Led Premium Support after the 3-month minimum support contract period but not earlier.

To cancel your Partner-Led Premium Support:

1. Sign in to the DoiT console, select Services from the top navigation bar, and then select Consulting and support.

2. Create a new request.

3. From the Cloud Platform dropdown list, select Google Cloud Platform.

4. From the Product dropdown list, select Cancellation request under Partner-Led Premium Support.

See also

• Billing data export

• View invoices details