Support Flashcards
What is a SLI ?
What is a SLO ?
SLO - service level objective - is the objective the provider commited will respect
SLI - service level indicator - is the metric/measurement of the SLO
What are the GCP support plans ?
Basic (free), Standard (29 dollars/month), Enhanced (500 dollars/month), Premium (negociated)
What is Active Assist?
tool that provides recommandations, help with troubleshooting, prevents mistakes from hapenning by providing analysis of GCP resouces
What is Cloud Support API?
API to integrate Google Support in your applications/CRM
What is Technical account Advisor Service?
guided onboarding to start with GCP journey,
reviews of the current architecture
recommend trainings paths customised for your company
What is Mission Critical Support Services?
Part of the Premium plan, Google analyses your critical operational resources and:
- makes recommandations
- war room incidents management
- proactive monitoring
- testing and training for mission critical services
What is Event Management Service?
Help plan and provice guidance through peak events (e.g product launch, major sales event)
Tasks:
- prepare for workload
- run disaster recovery scenarios
- implement faster path to resolution
What are New Product reviews?
available for Premium support users, TAM helps you gain access to a Preview of a new Google product.
What is Cloud/Customer Aware support?
as part of onboarding on the Premium support, the TAM assigned and Google support will learn about your architecture, applications so that they can have a jump start in troubleshooting
What is Assured Suport?
part of Premium support, it helps secure your regulated workloads
What is third-party technology support?
Google support team will help with integration of non Google third party services
Response times on standard/enhanced/premium support
Standard: 4 h
Enhanced: 1 h
Premium: 15 min
