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Incident affecting Google Cloud Support

[Fully Resolved] We are investigating an issue with Google Cloud Support case creation and email notifications for new case comments

Incident began at 2021-05-11 15:18 and ended at 2021-05-11 20:43 (all times are US/Pacific).

Date Time Description
11 May 2021 20:43 PDT

The issue with Google Cloud Support Case creation has been resolved for all affected users as of Tuesday, 2021-05-11 20:23 US/Pacific.

We thank you for your patience while we worked on resolving the issue.

11 May 2021 19:54 PDT

Summary: [Partially Resolved] We are investigating an issue with Google Cloud Support case creation and email notifications for new case comments

Description: We believe the issue with Google Cloud Support case creation is partially resolved.

We do not have an ETA for full resolution at this point.

We will provide an update by Tuesday, 2021-05-11 21:00 US/Pacific with current details.

Diagnosis: Customers may be unable to open new cases using chat or phone, cases created using the support portals are not impacted. Existing cases can continue to receive support via phone and support portal.

Customers may not receive email notifications for updates to their cases. In order to see if a case has been updated, the support portal needs to be reviewed manually.

Workaround: Customers with technical questions can engage Support via support portal. Customers needing to contact Billing Support should use the phone option.

11 May 2021 18:45 PDT

Summary: We are investigating an issue with Google Cloud Support case creation and email notifications for new case comments

Description: We believe the issue with Google Cloud Support is partially resolved.

We do not have an ETA for full resolution at this point.

We will provide an update by Tuesday, 2021-05-11 20:00 US/Pacific with current details.

Diagnosis: Customers may be unable to open new cases using chat or phone, cases created using the support portals are not impacted. Existing cases can continue to receive support via phone and support portal.

Customers may not receive email notifications for updates to their cases. In order to see if a case has been updated, the support portal needs to be reviewed manually.

Workaround: Customers with technical questions can engage Support via support portal. Customers needing to contact Billing Support should use the phone option.

11 May 2021 17:38 PDT

Summary: We are investigating an issue with Google Cloud Support case creation and email notifications for new case comments

Description: We are investigating an intermittent issue with Google Cloud Support; customers may have issues creating new cases via chat. Customers with existing cases may not receive email notifications for case updates. Customers can reach support using phone support. Existing cases can continue to be investigated.

We are experiencing an intermittent issue with Google Cloud Support beginning on Tuesday, 2021-05-11 14:19 US/Pacific.

Our engineering team is in the process of mitigating the issue.

We will provide an update by Tuesday, 2021-05-11 18:45 US/Pacific with current details.

Diagnosis: Customers may be unable to open new cases using chat or phone, cases created using the support portals are not impacted. Existing cases can continue to receive support via phone and support portal.

Customers may not receive email notifications for updates to their cases. In order to see if a case has been updated, the support portal needs to be reviewed manually.

Workaround: Customers with technical questions can engage Support via support portal. Customers needing to contact Billing Support should use the phone option.

11 May 2021 17:12 PDT

Summary: We are investigating an issue with Google Cloud Support case creation and email notifications for new case comments

Description: We are investigating an intermittent issue with Google Cloud Support; customers may have issues creating new cases via chat. Customers with existing cases may not receive email notifications for case updates. Customers can reach support using phone support. Existing cases can continue to be investigated.

We are experiencing an intermittent issue with Google Cloud Support beginning on Tuesday, 2021-05-11 14:19 US/Pacific.

Our engineering team is in the process of mitigating the issue.

We will provide an update by Tuesday, 2021-05-11 17:45 US/Pacific with current details.

Diagnosis: Customers may be unable to open new cases using chat or phone, cases created using the support portals are not impacted. Existing cases can continue to receive support via phone and support portal.

Customers may not receive email notifications for updates to their cases. In order to see if a case has been updated, the support portal needs to be reviewed manually.

Workaround: Customers with technical questions can engage Support via support portal. Customers needing to contact Billing Support should use the phone option.

11 May 2021 16:44 PDT

Summary: We are investigating an issue with Google Cloud Support case creation and email notifications for new case comments

Description: We are investigating an issue with Google Cloud Support; customers may have issues creating new cases via chat. Customers with existing cases may not receive email notifications for case updates. Customers can reach support using phone support. Existing cases can continue to be investigated.

We are experiencing an intermittent issue with Google Cloud Support beginning on Tuesday, 2021-05-11 14:19 US/Pacific.

Our engineering team is investigating the issue.

We will provide an update by Tuesday, 2021-05-11 17:15 US/Pacific with current details.

Diagnosis: Customers may be unable to open new cases using chat or phone, cases created using the support portals are not impacted. Existing cases can continue to receive support via phone and support portal.

Customers may not receive email notifications for updates to their cases. In order to see if a case has been updated, the support portal needs to be reviewed manually.

Workaround: Customers with technical questions can engage Support via support portal. Customers needing to contact Billing Support should use the phone option.

11 May 2021 16:09 PDT

Summary: We are investigating an issue with Google Cloud Support case creation and email notifications for new case comments

Description: We are investigating an issue with Google Cloud Support; customers may have issues creating new cases via chat. Customers with existing cases may not receive email notifications for case updates. Customers can reach support using phone support. Existing cases can continue to be investigated.

We are experiencing an intermittent issue with Google Cloud Support beginning on Tuesday, 2021-05-11 14:19 US/Pacific.

Our engineering team is investigating the issue.

We will provide an update by Tuesday, 2021-05-11 16:45 US/Pacific with current details.

Diagnosis: Customers may be unable to open new cases using chat or phone, cases created using the support portals are not impacted. Existing cases can continue to receive support via phone and support portal.

Customers may not receive email notifications for updates to their cases. In order to see if a case has been updated, the support portal needs to be reviewed manually.

Workaround: Customers can engage Support via support portal. Customers needing to contact Billing Support should use the phone option if they do not have a support subscription.

11 May 2021 15:49 PDT

Summary: We are investigating an issue with Google Cloud Support case creation

Description: We are investigating an issue with Google Cloud Support; customers may have issues creating new cases via chat and phone and may not receive email notifications for case updates. Customers can reach support using phone support, but the agent's ability to create a case is impacted by the issue. Existing cases can continue to be investigated.

We are experiencing an intermittent issue with Google Cloud Support beginning at Tuesday, 2021-05-11 14:19 US/Pacific.

Our engineering team is investigating the issue.

We will provide an update by Tuesday, 2021-05-11 16:15 US/Pacific with current details.

Diagnosis: Customers may be unable to open new cases using chat or phone, cases created using the support portals are not impacted. Existing cases can continue to receive support via phone and support portal.

Customers may not receive email notifications for updates to their cases. In order to see if a case has been updated, the support portal needs to be reviewed manually.

Workaround: Customers can engage Support via support portals.

11 May 2021 15:31 PDT

Summary: We are investigating an issue with Google Cloud Support case creation

Description: We are investigating an issue with Google Cloud Support; customers may have issues creating new cases via chat and phone. Customers can reach support using phone, but the agent's ability to create a case is impacted by the issue. Existing cases can continue to be investigated.

We are experiencing an intermittent issue with Google Cloud Support beginning at Tuesday, 2021-05-11 14:19 US/Pacific.

Our engineering team is investigating the issue.

We will provide an update by Tuesday, 2021-05-11 16:00 US/Pacific with current details.

Diagnosis: Customers may be unable to open new cases using chat or phone. Existing cases can continue to receive support via phone and support portal.

Workaround: Customers can engage Support via email and support portals.