You can reach Looker Support by using our in-app chat application. Click the Chat option from the Help menu in the upper right-hand corner of the app, and enter your question. Alternatively, you can submit a request using this request form (to request email support).
Find details on service level agreements (SLAs) and overall support programs on our Looker Technical Support Services Guidelines page.
Hours of coverage
English language Looker Support is available 24 hours a day, 5 days a week. Support hours are:
- Sunday, 5:00 PM PST – Friday, 5:00 PM PST
Japanese Language Looker Support is available from:
- 9:00 AM JST – 5:00 PM JST, Monday – Friday (All priorities)
- 5:00 PM JST – 9:00 AM JST, Monday – Saturday, weekends, and holidays (P1 and P2, email support only)
Coverage is subject to major holidays observed in the US, the UK, and Japan.
Looker Support regional holidays
For the list of Looker Support regional holidays, refer to the Google Cloud Language support and working hours document.
Who can access Looker Support?
Looker Support is available to administrators and developers on your Looker instance. This allows us to focus on your most involved users, who may need in-depth help with the Looker product. You should develop your own internal process for helping your users, especially because you'll know the ins and outs of your data better than anyone.
Chat support is available on Looker instances that are running an officially supported Looker version. instances hosted by Looker automatically update to supported releases. If your Looker instance is customer-hosted and is running an unsupported Looker version, update your Looker instance to a supported Looker version to gain access to chat support.
If your instance is customer-hosted, chat support is only available if certain ports are opened on the Looker instance. See the Support tickets section of Looker outbound port requirements for more information.
You do not need to log in to a ticketing system to reach Support. Looker maintains a ticketing system internally, and all support requests can be viewed through the customer portal in the Looker Help Center. You can communicate with Looker Support directly through the portal, through chat, or by email.
Looker does not have an escalation path because every Looker Support analyst is trained to the same high level. We do have internal processes to make sure lengthy issues maintain focus, and to pull in engineering resources if necessary, but you do not need to follow a special process or achieve a certain level of severity to reach these resources.