Manage support for third parties

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Attention:**
Google Cloud works with many reputable partners globally that provide
specialized services that span across sales, customer service, and
engineering functions.

These partners are part of Google's extended workforce and they use our systems
and tools with a distinct email domain (@xwf.google.com). If you notice this
new domain in communications, please be assured that this is legitimate and is
from an authorized representative of Google.

We thank you for your understanding and your continued support of our world
class products and services.

Managing your cloud investments using multiple cloud providers and apps
can require complex troubleshooting. Cloud Customer Care provides
Third-Party Technology Support to help you resolve multi-vendor issues such as organization
setup, configuration, and troubleshooting. The Customer Care team,
combined with partner support relationships, collaborates with you while
troubleshooting issues.

Third-Party Technology Support is available to customers with Enhanced Support, Premium Support, or Tech Partner Premium Support.

## Three support approaches

There are three approaches to delivering Third-Party Technology Support:

- Collaborative support

- Workload-centric support

- Third-party vendor support

Support is provided in accordance with the Customer Care
team's relationship with the Third-Party company.

### Collaborative support

Customer Care collaborates with Google **Tech partners**
(or Build (ISV) partners) to resolve issues on customer's behalf. Tech partners create
solutions which integrate with, or run on, Google Cloud. They collaborate
with Google Cloud to develop solutions and ensure technical innovation.
For a practical example, see this blog.

### Workload-centric support

Customer Care uses internal technical expertise to assist with
the setup, configuration, and troubleshooting of a wide range of technologies.

### Third-party vendor support

Customer Care provides commercially reasonable assistance with the
installation, configuration, and troubleshooting of third-party software that
can be used on Google Cloud.

### Customer Care for Google Cloud and third-party technologies

In the list below, find additional details on support approaches for Third-Party
Technology Support.

Support approach

Tech partner model description
Examples
Google Cloud Customer Care policy

Collaborative support
Google Cloud works with Tech Partners to create a joint support
experience, following workflow processes to resolve technical issues.
This workstream includes, but is not limited to:

- NetApp Cloud Volumes for Google Cloud

- IBM Power for Google Cloud

- Databricks

- Qubole

- PAYG Premium Operating System Images

- ObservIQ

- Rakuten Symphony's Symcloud Storage

- ClearBlade

- Anthropic

Customer Care troubleshoots the environment and offers
guidance on how to resolve issues.

As needed, Customer Care will engage directly with your
vendor to jointly collaborate and resolve the issue.
See the documentation in the column on the left for more information.

Workload-centric support
Google Cloud has expertise in a variety of third-party
technologies and can assist with the setup, configuration, and
troubleshooting of those technologies.
This workstream includes, but is not limited to:

- SAP

- Oracle

- VMWare

Customer Care uses their in-house expertise to troubleshoot
the environment and to offer guidance on how to best resolve issues.

In some cases, Customer Care may refer you to the
appropriate vendor for more assistance.

Google Cloud VMware Engine support is covered by all support plans.

Third-Party vendor support
Google Cloud provides commercially reasonable assistance with
the installation, configuration, and troubleshooting of third-party
software that can be used on Google Cloud.
This workstream includes, but is not limited to:

- BYOL Operating System Image

- Databases

- Web Servers

- DevOps Tools

- SQL Server

Customer Care troubleshoots the environment and offers
guidance on how to resolve issues.

In these cases, Google Cloud offers commercially reasonable effort.

If the issue is found to be associated with the third-party
technology vendor, Customer Care may refer you to the vendor
for resolution.

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Except as otherwise noted, the content of this page is licensed under the Creative Commons Attribution 4.0 License, and code samples are licensed under the Apache 2.0 License. For details, see the Google Developers Site Policies. Java is a registered trademark of Oracle and/or its affiliates.

Last updated 2026-09-16 UTC.

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