Hi Google Cloud Security Community Users,

We want to use this forum to inform you of upcoming changes to how technical support is provided for the Google Threat Intelligence service.

To ensure continuous support, all Google Threat Intelligence customers must transition to receiving technical support through the Google Cloud console no later than December 2, 2025.

The transition from submitting Technical Support cases through the VirusTotal Contact Us Form to using the Google Cloud console is expected to take time and we’ve provided additional information below to guide you through this transition.

What you need to know

Google Threat Intelligence support transition to Google Cloud console

• September 2, 2025 - December 2, 2025: Transition Period:
  • During this timeframe, GTI customers will be enabled to submit technical support cases for their Google Threat Intelligence service directly through the Google Cloud console.
  • Cases submitted in the VirusTotal Contact Us Form will still be honored and addressed to resolution.
• Effective December 3, 2025:
  • Technical support for Google Threat Intelligence will transition exclusively to the Google Cloud console.
  • After this date, the VirusTotal support channel will no longer accept new Google Threat Intelligence support cases.
  • Any open support cases submitted in the VirusTotal Contact Us Form before the December 3, 2025, cutover will remain active with our support teams until they are resolved.

Included Comprehensive Support with Google Threat Intelligence subscription

As part of the Google Threat Intelligence subscription, once customers are onboarded to the Google Cloud console, they will receive Comprehensive Support at no additional cost. This includes:

• Unlimited 1:1 technical support for outages and defects, unexpected product behavior, product usage questions, billing issues, and feature requests
• Support available in English during local hours of operation (8/5)
• The following Initial response time Service Level Objectives (SLOs):
  • 1 business day for Priority 2 (P2) cases
  • 2 business days for P3/P4 cases
• Please note: Priority 1 (P1) case submission is not available with Comprehensive Support.
• For customers who require higher Service Level Objectives (SLOs), paid support options are available at Google Cloud Customer Care

Customers subscribed to paid Google Cloud Support plans

If the customer org has an existing Google Cloud Customer Care Support service, such org should already be onboarded. Customer may access Google Threat Intelligence technical support by creating a GTI project and assigning any required users/roles. Google Cloud account representative should be contacted in case of any questions.

What customers need to do

To ensure uninterrupted technical support, customers need to complete the onboarding to Google Cloud Support before December 2, 2025.

While Comprehensive Support is included with the Google Threat Intelligence subscription, it is not automatically provisioned and requires to complete the following steps:

• Ensure to have a Google Cloud Organization: Customer must have an active Google Cloud Organization and an Organization ID.
  • If new to Google Cloud, either a partner or our onboarding team can walk through our Onboarding Guide.
  • Customer will need the business domain name, access to the DNS settings, and designated Organization Admin user details.
• Request provisioning of Comprehensive Support: After the Google Cloud Organization is set up:
  • Reach out to the partner or the Google Cloud Support Onboarding team to request Comprehensive Support for Google Threat Intelligence services under the Organization ID.
  • The entitlement process typically takes up to an hour after initiation.

Please also ensure that the appropriate contacts in your organization are aware of this upcoming change.

We encourage you to begin this onboarding process as soon as possible to ensure a seamless transition.

We’re here to help

If you have any questions about your transition to Google Cloud Support, please reach out to the Google Cloud Support Onboarding team or in this thread.

Thank you for choosing Google Threat Intelligence and Google Cloud.