GCP Support Charges Appear in CloudHealth Reports Despite Credits Being Applied

Products

• CloudHealth

Issue/Introduction

A customer may report that GCP Support charges appear in CloudHealth reports even though those charges have been credited in Google Cloud Platform (GCP). This can create the impression that support costs are being double-counted or that CloudHealth totals do not match the GCP billing console.

In these cases, the overall cost totals in CloudHealth typically match the GCP billing console. The discrepancy is caused by how support charges and support credits are displayed and categorized within reporting.

 

Resolution

This behavior is expected.

GCP Support charges generally do not contain a Project ID. During CloudHealth processing, these charges are reallocated across projects within the billing account. Any credits associated with the support charges are also reallocated.

As a result:

• Support charge line items remain visible in reports.
• Corresponding support credits are also present.
• Charges and credits may appear as separate rows and may be categorized under different derived Service Names or SKU Names.
• When the support charges and associated credits are summed together, the net cost is correct and matches the GCP billing console.

Customers reviewing reports by product category or individual line items may see support charges without immediately recognizing the offsetting credits, leading to the perception that support costs are still being billed.

Verification Steps

1. Review the original GCP billing export data.
2. Locate all line items related to Support services.
3. Include both charge and credit entries in the analysis.
4. Sum the values to calculate the net support cost.
5. Confirm that the resulting net amount matches the GCP billing console.

Alternative Reporting Option

If a customer wants to view support costs separately from other services, create a custom FlexReport using the GCP Billing Export dataset and filter on:

Service Description = Support

This provides a focused view of support-related charges and credits and makes it easier to validate the net support cost.