Not applicable.
HELP DESK
Support for your operation
Explore Servinformación's support options and find the right channel for your service. Technical assistance helps address queries, incidents, and operational needs according to the scope of your organization's contracted plan.
Explore Technical support ↓Support with your service's context
Support starts with understanding the platform, the situation, and its impact on operations. Gather the case information and use the support channels established for your organization. Consult the documentation for the published plans here.
- Resolve problems quickly:access experts who will help you solve any technical issue efficiently.
- Minimize downtime:reduce disruptions to your workflow and maintain the continuity of your operations.
- Maximize your investment:make the most of Google's features with professional guidance.
- Get personalized assistance:get support tailored to your needs and the size of your company.
Support plans
View support plans
Here's a guide to our support plans, designed to meet your company's specific needs. Google drives collaboration and efficiency in your organization, but when questions or technical issues arise that can affect your productivity, having the right support plan gives you peace of mind.
Soporte Básico
Description
- Payment and billing assistance.
- Technical assistance through documentation.
- Proactive billing monitoring.
Response SLO
Channels
FreshService.
Cost
No cost.
Exclusions
- Technical assistance is provided based on documentation; the administrator (client) of the project or organization in GCP must validate whether the described process fits their infrastructure, since every case is particular and must meet their organization's requirements.
- No assistance is provided for the client's own workloads that run on a GCP resource and involve the client's own deployment (for example, web services, APIs or websites not directly related to the operation of the GCP service).
Soporte 5 × 8
Description
Unlimited technical assistance in case of service interruptions, atypical product or service behavior, usability questions, billing issues and quota increase requests, with proactive monitoring.
Response SLO
For priority 1 (P1) cases, the first meaningful response is within 4 hours, during business hours Monday to Friday from 8:00 a.m. to 5:00 p.m.
Channels
- Email.
- FreshService.
- Landline support line.
Availability
5 × 8.
Cost
Check with your account executive.
Exclusions
- Servinformación's team validations are carried out with viewer permissions on the affected resource; a diagnosis is delivered when possible, without executing actions or adjustments on the project's resources.
- If online support is required, the actions are executed by the project administrator, who validates whether the assistance team's recommendations correctly fit their infrastructure.
- No assistance is provided for the client's own workloads that run on a GCP resource and involve the client's own deployment (for example, web services, APIs or websites not directly related to the operation of the GCP service).
Premium Support
Description
- Unlimited personalized technical assistance for service incidents, atypical product or service behavior, usability questions, billing issues, quota increase requests and attention to specific cases with an expert (every expert request is reviewed with the account manager).
- Proactive monitoring.
Response SLO
For priority 1 (P1) cases, the first meaningful response is within 3 hours. Uninterrupted support.
Channels
- Email.
- FreshService.
- Priority support line.
- Support via WhatsApp.
Availability
Assistance 24 hours a day, 365 days a year, without interruption.
Added value
Architecture, implementation, and deployment assistance for specific cases previously agreed between the parties.
Cost
Check with your account executive.
Exclusions
- Servinformación's team validations are carried out with viewer permissions on the affected resource; a diagnosis is delivered when possible, and an action or adjustment on a project resource is only executed by an expert engineer authorized by the client.
- If online support is required, the actions are executed by the administrator of the resource in GCP; any action by the assistance team must be explicitly authorized by the administrator, who also validates whether the recommendations or actions correctly fit their infrastructure.
- No assistance is provided for the client's own workloads that run on a GCP resource and involve the client's own deployment (for example, web services, APIs or websites not directly related to the operation of the GCP service).
- Scheduling an expert for implementations or consulting, previously approved by the account manager, is done according to the availability of the client and the professional services team.
Soporte Administrado de Infraestructura
Description
- Unlimited personalized technical assistance: escalation to Google of product incidents, attention to service usability questions, billing issues, quota increase requests and any requirement associated with infrastructure.
- Assignment of a team specialized in infrastructure (Level II Support) for administration and management (the scope of the administration is agreed between the parties).
- Proactive monitoring.
Response SLO
For priority 1 (P1) cases, the first meaningful response is within 1.5 hours. Uninterrupted support.
Channels
- Email.
- FreshService.
- Priority support line.
- Support via WhatsApp.
Availability
Assistance 24 hours a day, every day, without interruption.
Added value
- Assistance for architecture, implementation and deployment.
- Recommendations for resource and cost optimization.
- Architecture, security, and administration recommendations.
- Access to the FreshService customer portal.
Cost
Check with your account executive.
Exclusions
- The administration or implementation of any resource or infrastructure that was not contemplated from the start of the contract is not part of the managed service; this must be reviewed between the client, the commercial area and the technical area.
- No assistance is provided for the client's own workloads that are not within the GCP ecosystem and that were clearly not agreed upon in the contract.
- No assistance is provided for the development, maintenance or customization of the client's proprietary applications that are not agreed upon in the contract or that are not directly related to GCP services.
Describe what is happening
Identify the service, observed behavior, and impact on users. This information helps clarify the case and direct it to the appropriate team.
Activate the service channel
Visit the help center and use the process associated with your service. Hours, priorities, and scope depend on the terms of your contracted plan.
Check the scope of your plan
Review the basic, 5 × 8, premium, and managed support documents. Your account executive can clarify the terms applicable to your organization's operations.
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