The form also can require a URL to a Google Meet video conference room that both Cymbal and Google employees could join and further discuss the situation. The Cymbal Group made a simple drop-down menu with preconfigured case components that map to their most commonly used Google Cloud services such as BigQuery or Dataproc. This tool would be a form on a simple website, helping them to cut out many of the time consuming aspects of filing a support case. To fix this they wanted to create a “red button” or “break-glass” case creation tool in these urgent situations, specifically to file top priority support cases. Every extra minute it took to reach out to support, Cymbal knew that more and more of their customers would be impacted. Previously, the Cymbal Group team spent time finding the correct team members that have access to file cases as well as filling out several boilerplate form entries before the support case was created. They enjoy the benefits of being a premium support customer - access to a dedicated Technical Account Manager (TAM), 15 minute response time for P1 Technical support cases, 24 hours a day, 7 days a week, and now - access to the Cloud Support API.įolks at Cymbal realize that when it comes to urgent situations, every second counts. The Cymbal Group is a happy (and fictional) GCP premium support customer.
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