During the life of a Google Cloud Customer Care support case, the status changes to "Solution provided" after a support engineer suggests a fix. What must the customer do if the suggestion does not resolve the problem within the 15-day window?
Post an update or comment to reopen the case before the 15-day period ends.
Approve additional service credits so the case remains open.
Escalate the ticket to Google's Site Reliability Engineering team.
Change the case priority to P1 to prevent automatic closure.
When a case reaches the "Solution provided" status, Google Cloud considers the issue addressed, but the case remains open for 15 days. If the customer still experiences the problem, they must add a new comment or reply in the case to reopen it and continue working with support. If the customer does nothing, the case automatically closes after the 15-day period. Changing the priority, requesting service credits, or assigning internal Google teams is handled separately and is not required simply to keep the case active.
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What is 'Solution provided' status in Google Cloud Customer Care support cases?
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How can a customer reopen a support case marked 'Solution provided'?
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What happens if no action is taken on a support case in 'Solution provided' status within 15 days?
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What happens after a Google Cloud support case reaches 'Solution provided' status?
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How can a customer reopen a Google Cloud support case?
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What is the role of Google Site Reliability Engineering (SRE) for support cases?
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