Premium Plan Support and Resources

Note: The Google Maps Platform Premium Plan is no longer available for sign up or new customers.

Overview

As a Google Maps Platform Premium Plan customer, you have access to exclusive resources, including phone and email support, in addition to our standard support options. There are two levels of premium support available.

  • Silver: Included in your Premium Plan, Silver-level support provides access to all premium support resources, 24 hours a day on weekdays (24x5).
  • Gold: An add-on to your Premium Plan, Gold-level support provides access to all premium support resources, 24x5, and support for critical issues, 24x7.

Documentation

If you have a question about the Google Maps Platform, first check our documentation:

Troubleshooting

If you run into an issue with the Google Maps Platform, you can often resolve it yourself quickly using our Premium Plan Troubleshooter. If the troubleshooter doesn't provide a solution, you'll see a link to the Google Cloud Support Portal, where you can contact support.

Contacting support

New! You can now contact support by filing a case in the Google Maps Platform support page in the Google Cloud console, or by calling the Google Cloud Support hotline.

Creating a support case

Project Owners, Project Editors, and Tech Support Editors can create support cases. If you don’t have one of these roles, contact your Project Owner or Organization Admin to get access.

All Premium Plan customers can contact support by filing a case in the Maps Support page in the Google Cloud console.
  1. Visit the Google Maps Platform Support page in the Google Cloud console.
  2. Select the project related to your question, in the top dropdown bar of the Google Cloud console.
    • To file a technical support case, you must have an Owner, Editor, or Tech Support Editor role.
    • To file a billing support case, you must have an Owner or Editor role.
  3. Fill out the fields in detail on the Create a new support case section. It may take a minute to create your case.

Granting support access

A Project Owner or an Organization Admin can grant all available roles from the IAM page.

  1. Open the IAM page in the Google Cloud console.
  2. Select Select a project > choose a project from the dropdown > Open.
  3. Select Add, then enter the new member’s email address.
    • You can add individuals, service accounts, or Google Groups as members, but every project must have at least one individual as a member.
  4. Select the member’s role. For best security practices, we strongly recommend giving the member the lowest permissions needed. Members with Project Owner permissions are able to manage all aspects of the project, including shutting it down.
    • To grant Project Owner or Project Editor permissions, choose the appropriate role under Project.
    • To limit a member’s permissions to filing technical support cases, choose the Tech Support Editor role under Support.
  5. Save your changes.

Frequently asked questions

Who can file cases in the Google Cloud console?
Project owners and editors can file cases for a given project.
Will the cases created in the Console appear in the Google Cloud Support Portal?
Cases created in the Google Cloud console will not show up in the "Recent cases" list available in the Google Cloud Support Portal. The Portal only contains cases created within that platform.
Where can I see the full list of recent (open and closed) cases?

There is no list of recent cases in the Maps support page in the Google Cloud console. Please refer to your emails to see the latest status on your cases. If you want to see past cases created in the Google Cloud Support Portal you can still do so by visiting the Google Cloud Support Portal. Please note cases created in the Google Cloud console will not show up in the Google Cloud Support Portal.

Recommendation: If you want other users to have visibility into an open case you can reply to the case creation confirmation email (or any subsequent email) and add them in the CC field. An alternative to adding all users is to create a Google Group. By using a Google Group all group members will be able to read and reply in the support case and the group can also work as an archive of all support cases.

Should I stop using the Google Cloud Support Portal?
You can still use the Google Cloud Support Portal but we encourage customers to try the Google Cloud console support page because it provides an integrated experience.
I need to manage my Client ID, where can I find it?
Please log in to the Google Cloud Support Portal to manage your Client ID.
Where can I see my Premium Plan usage reports?
Premium Plan usage reports are not available in the Google Cloud console but they are still available in the Google Cloud Support Portal.
What if I am using the gaming or ridesharing solution?
Keep using the Google Cloud Support Portal following your product documentation.

Google Cloud Support Portal

You can also continue to contact support through the Google Cloud Support Portal.

To log in to the Google Cloud Support Portal, you'll need your Support Portal credentials, which you can find in your Welcome letter. If you can't find your letter, you can request your credentials.

  1. Log in to the Support Portal.
  2. Click the Cases tab.
  3. Click Create New Case.
  4. Select the Product Name, Group, and Components for your case.
  5. Set the Priority according to our priority definitions.
  6. Important: In the description, include a summary of the issue and the steps to reproduce it. So we can help you more quickly, also include any error messages, requests sent to Google, and links to demos or a publicly accessible website where we can reproduce the issue.

Note: Gold-level support customers reporting a critical issue have access to Support 24x7. To receive a timely response from Support on weekends or regional holidays, be sure to page Support after filing your case. You'll find the pager alias in the Gold Support instructions you received upon signup.

Support hours of availability

You can contact support by filing a case in the Google Cloud Support Portal or by calling the Google Cloud Support hotline.

  • For Silver-level support customers, the Support team operates on weekdays and is available from Monday 9 AM Tokyo time to Friday 5 PM Pacific time (24x5), excluding regional holidays.
  • For Gold-level support customers, in addition to 24x5 support access, technical support for critical issues is available on weekends and regional holidays (24x7), via the Google Cloud Support Portal and the Gold-level support pager. To sign up for Gold-level support, contact sales.

Support hotline

The support hotline is available 24x5, from Monday 9 AM Tokyo time to Friday 5 PM Pacific time, excluding regional holidays. Customers with Gold-level support have 24x7 access to technical support for critical issues. On weekends and regional holidays, Gold-level support customers can contact support via the Google Cloud Support Portal.

You can use the hotline for the following issues:

  • Your end users have been unable to access your Google Maps Platform Premium Plan production applications for longer than 15 minutes.
  • You want to report a Google Maps Platform service outage. Make sure you select the geospatial option when you call.

Before you call, make sure you have your support PIN, which is available on the Support Portal Contact Us page. Then call us at:

  • US customers: 1-877-355-5787
  • EMEA and JAPAC customers: +1-646-257-4500, or check the Contact Us page in the Support Portal for local toll-free numbers.

Privacy inquiries

For questions related to data privacy and protection, you can contact us using the Data Privacy Inquiry Form.

Support Portal resources

In addition to contacting support, you can use the Google Cloud Support Portal to:

  • Authorize new domains to use your client ID.
  • Access Google Maps Platform Usage Reports and Analytics.
  • Read service notifications.
  • Access documentation and resources specifically targeted to Google Maps Platform Premium Plan customers.
  • Find your client ID and private cryptographic key

If you haven't received your login credentials, you can request them.

Google Cloud Connect

Join the Google Cloud Connect community to get these exclusive benefits:

  • Updates and insights into Google Maps products, strategy, plans, and direction, including confidential news about product features.
  • The opportunity to attend to a quarterly, live presentation of the roadmap for our Google Maps products.
  • The ability to ask questions, send feedback, and share ideas with Google staff and other Google Maps Platform Premium Plan customers.
  • The opportunity to attend regional Meetups, where you can collaborate with other Google Maps customers.

To join the community:

  1. Visit https://connect.googleforwork.com.
  2. Sign in with your Google Account (Gmail account or G Suite account). On your first visit, you'll need to specify your Google Cloud preferences and accept our privacy policy.
  3. Access the Google Maps discussions and content, by choosing Maps from the Solutions menu on the Home page.

Community support

Google's Developer Relations team participates on Stack Overflow—a collaborative question-and-answer site for programmers. It's a great place to ask technical questions about developing and maintaining Google Maps Platform applications. Look for and use the google-maps tag and other Maps API-specific tags such as google-maps-api-3 for the Maps JavaScript API. For more information about community support on Stack Overflow, see the support options page.

Staying informed

Google frequently interacts with the developer community through screencasts, events, and Google+ postings:

Here are some other ways to stay up to date with the Google Maps Platform Premium Plan:

Terms of use

For your reference, here are the documents relating to your purchase: