Choose Your Own Support Model with Pythian’s New Google Cloud Support Tiers

3 min read
May 31, 2024

Google is changing its support model for Google Cloud. Are you ready?

As of April 1, if you want your Google Cloud partner to open support cases on your behalf, you’ll need to transition to a designated support tier.

That means all Google Cloud partners will be offering support tiers. So what separates one from another?

Pythian has five support tiers that can be right-sized to your specific workloads, giving you the ability to upgrade as needed from the most basic tier all the way to proactive managed services that will continuously optimize your operations.

Plus, when you buy Google Cloud support from Pythian, we can enable different tiers of service for different workloads at the sub-account level, giving you greater value and more control.

While we offer three new Google Cloud support tiers, we also offer fully managed services that can help you be proactive—not reactive. With our Gold and Platinum managed services, you’ll receive unlimited Pythian-provided support and Google Premium support, along with proactive services to take your Google Cloud environment to the next level.

Pythian’s Google Cloud support tiers

Basic: In some cases, you might not need full-fledged support. Our Basic tier is recommended for non-production workloads, such as sandbox and development environments—an offering that isn’t available directly from Google. While Google Premium support isn’t included, you’ll still receive Pythian-provided support—and best of all, it’s free of charge.

Premium: Our Premium support is designed for mission-critical workloads in production that require fast response times. This tier includes both Pythian-provided and Google Premium support, with faster response times than Basic support, as well as the ability to enable support at a sub-account level.

Premium+: With our Premium+ support, you’ll still get Pythian-provided and Google Premium support, as well as the ability to enable support at a sub-account level. But you’ll also benefit from Pythian’s Technical Account Manager service and support for one planned event (both of which are typically only offered at our managed services level).

Pythian Gold: This 24x7 fully managed service is designed for enterprises with critical workloads that demand operational excellence. Along with unlimited Pythian-provided and Google Premium support, this tier comes with Pythian’s Technical Account Manager service, support for two planned events, and access to Pythian’s Mission-Critical Services via our ITIL-based Operational Excellence Service.

Pythian Platinum: Our highest tier is a 24x7 managed service offering designed for enterprises with critical workloads—and who want to optimize their environment with continuous transformation. This tier offers everything you’ll find in Pythian Gold, along with support for four planned events and ‘enhancement’ support, including 60 hours of continuous transformation engagements from Pythian’s top cloud experts.

Pythian’s value-added services

With Pythian’s Technical Account Manager service—included in Premium+, Gold, and Platinum—you’ll receive a dedicated Technical Account Manager who can help you optimize your cloud strategy. Not only can they get you started with Premium Support, they can also provide proactive monitoring, guidance on case escalation, recommendations on training paths, and roadmap reviews to help you get the most out of Google Cloud.

Also at the Premium+, Gold, and Platinum tiers, you’ll receive Pythian’s Planned Event Support service. We’ll support your team during a planned event, from assisting with resource capacity planning, to running disaster tests, to reviewing outcomes. (The number of events supported depends on the tier.)

And, exclusively available to Gold and Platinum tiers, Pythian’s Mission-Critical Services brings your organization into ‘mission-critical operations mode’ to drive continuous improvement of your environment through proactive and preventative engagement. This includes drills, testing, and training, customer-centric incident reporting, proactive monitoring, and impact prevention follow-ups—to name just a few features.

Why choose Pythian?

Our flexible pricing options across support tiers can be adapted to suit varying workload types, based on criticality. To make it easy to switch to Google’s new support model, our pricing structure is in the same format as Google: a fixed base fee + a variable fee at a percentage of monthly charges. But there’s a difference: We charge the variable fee only on your selected workloads, while Google charges the variable fee based on all workloads.

Pythian’s support doesn’t stop with Google Cloud. We can help you manage hybrid and multi-cloud environments, with a depth and breadth of skills, experience, and certifications across all major cloud platforms. And we can help you at every point on your cloud journey, with services such as AI/MLOps, FinOps cloud cost-optimization, and DataOps managed services.

Want to find out how you can unlock more value-add from your Google Cloud support services? Contact us

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