You can reach Looker Support by using the Google Cloud console.
Find details on service level agreements (SLAs) and overall support programs on the 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?
To access Looker support, the following requirements must be met:
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Looker support is available only on Looker instances that are running an officially supported Looker version. Instances that are 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.
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For Looker (original) instances, Looker support is available only if the Google Cloud Project number is filled in on the Admin General Settings page. The project number connects your Looker instance to your Google Cloud support plan and determines your level of support.
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Looker support is available only to users with the Tech Support Editor IAM role. 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.
- If your Looker instance is using Legacy Support, then support is available only to administrators and developers on your instance.