Professional Cloud Architect · Domain 6: Ensuring solution and operations excellence · 12% of the exam
Task 6.4: Assisting with the support of deployed solutions
Cloud Customer Care, service health, troubleshooting tools and working cases with Google during incidents.
Study it
Supporting deployed solutions with Customer Care and Personalized Service Health
Lesson coming
Sample questions
Try each one before opening the answer. Every option is explained, with the Google Cloud documentation page that proves it.
Question 1 · choose 1
A retailer runs its production checkout on Google Cloud. Leadership wants the fastest response from Google for critical incidents, a technical account manager, and support engineers who already know the retailer's environment. Which Customer Care offering fits?
AEnhanced Support
BStandard Support
CBasic Support
DPremium Support
Show the answer and why
AEnhanced Support
Incorrect
Enhanced Support suits production workloads with fast responses, but it lacks a technical account manager and context-aware support.
BStandard Support
Incorrect
Standard Support is aimed at workloads under development, with slower response times.
CBasic Support
Incorrect
Basic Support covers billing help, documentation and community forums, not technical support cases.
DPremium Support
Correct
Premium Support is designed for critical enterprise workloads, with the fastest response times, Customer Aware Support and technical account management.
Supporting deployed solutions includes choosing a support level that matches the business impact of an outage. Premium Support is the tier with the fastest response and account-level technical management.
During an outage, the support team spent an hour debugging its own application before learning that a Google Cloud service in its region was degraded. The team wants to learn about Google Cloud incidents that affect its own projects as early as possible. What should the architect set up?
AUptime checks on each Google Cloud API endpoint that the team's services use
BPersonalized Service Health with alerts for the organization's projects
CA daily review of the public Google Cloud blog for service updates
DEssential Contacts with the support team set for billing notifications
Show the answer and why
AUptime checks on each Google Cloud API endpoint that the team's services use
Incorrect
Probing APIs yourself is indirect and misses incidents that only affect some features.
BPersonalized Service Health with alerts for the organization's projects
Correct
Personalized Service Health shows Google Cloud service health events relevant to your projects and can alert on them.
CA daily review of the public Google Cloud blog for service updates
Incorrect
A daily blog check is far too slow and not specific to the team's projects.
DEssential Contacts with the support team set for billing notifications
Incorrect
Billing notifications are not service health events.
Supporting deployed solutions includes knowing when the platform itself is the cause. Personalized Service Health puts relevant Google incidents in front of the team.
After a network change, an application VM can no longer connect to a database VM in a peered VPC network. Support engineers want to know which firewall rule or route is blocking the traffic. Which tool should they use?
AVPC Flow Logs on both subnets, checked after the next failed connection attempt
BCloud Trace on the application's database client library
CFirewall Insights recommendations for the shadowed rules
DNetwork Intelligence Center Connectivity Tests between the two VMs
Show the answer and why
AVPC Flow Logs on both subnets, checked after the next failed connection attempt
Incorrect
Flow logs record sampled flows that occur; they do not explain which configuration blocks a flow.
BCloud Trace on the application's database client library
Incorrect
Tracing measures request latency, not network reachability.
CFirewall Insights recommendations for the shadowed rules
Incorrect
Firewall Insights finds unused and shadowed rules; it does not test a specific path.
DNetwork Intelligence Center Connectivity Tests between the two VMs
Correct
Connectivity Tests analyzes the configuration and simulates the forwarding path between endpoints, pointing to the rule or route that drops traffic.
Assisting with support means using the diagnostic that fits the symptom. For reachability problems, Connectivity Tests analyzes the configured forwarding path between the endpoints.
Important Google Cloud notices about security issues and technical changes go to individual project owners, some of whom have left the company, so notices are missed. What should the architect configure?
AMore Owner grants, so more people get the notifications
BBudget alerts sent to the security team's email group
CEssential Contacts, with team groups per notification category
DA log sink of every Admin Activity audit log to a shared team mailbox
Show the answer and why
AMore Owner grants, so more people get the notifications
Incorrect
Broad Owner grants add risk and still depend on individual accounts.
BBudget alerts sent to the security team's email group
Incorrect
Budget alerts cover spending, not security or technical notices.
CEssential Contacts, with team groups per notification category
Correct
Essential Contacts lets you set custom contacts for categories such as security and technical notifications instead of relying on IAM principals.
DA log sink of every Admin Activity audit log to a shared team mailbox
Incorrect
Audit logs record API activity, not Google's notifications to customers.
Support readiness includes making sure Google's notices reach a team that will act on them, which Essential Contacts handles by category.
The production checkout service on Google Cloud is unusable, and the team suspects a platform issue. It is opening a case with Cloud Customer Care. Which TWO actions help Google respond fastest? (Choose TWO.)
ASet the case priority to P1, since production is unusable
BInclude project IDs, resources, timestamps and error messages
CSet the case priority to P4 to avoid seeming alarmist
DOpen several duplicate cases to reach more engineers
EPost the details on a public forum instead of a case
Show the answer and why
ASet the case priority to P1, since production is unusable
Correct
P1 means critical impact with the service unusable in production, which gets the fastest response.
BInclude project IDs, resources, timestamps and error messages
Correct
Specific details let Customer Care start investigating without asking for basic information.
CSet the case priority to P4 to avoid seeming alarmist
Incorrect
Understating the impact slows the response to a critical outage.
DOpen several duplicate cases to reach more engineers
Incorrect
Duplicate cases split the work and slow the investigation.
EPost the details on a public forum instead of a case
Incorrect
Forums are for community help, not production support from Google.
Working effectively with Customer Care means setting the priority to match the business impact and giving complete, precise information.