2. Technical Support
Service Request Submission
Levels. Google will provide Customer either
Silver Support or Gold Support, as indicated in the applicable
ordering document. If the ordering document does not identify a
specific Support Level, then Google will provide Silver Support,
as described here:
|Google Maps APIs Premium Plan
||Available as upgrade
|Google Maps Tile API
||Available as upgrade
1. Please see Section 5 for details
regarding Silver Support.
2. Please see Target Initial
Response Times below and contact Google for more information.
Gold Support is available for purchase at an additional charge.
Please see Section 6 for details regarding Gold Support.
B. Customer Efforts to Fix
Issues. Prior to making a Request, Customer will
use reasonable efforts to resolve any error, bug, malfunction or
network connectivity defect without escalation to Google.
Thereafter, a Customer Contact may submit a written request for
technical support services through the GWS Site or, if
authorized, make a request by phone.
C. Characterization of
Requests. Customers determine issue Priority upon
Request submission. Upon receiving a Request from a Customer
Contact, Google will confirm whether the Request is a "Service
Unusable," "Standard Request" or a "Feature Request". Any such
determination made by Google is final and binding on Customer.
Google reserves the right to change Customer's priority
designation if Google believes that Customer's designation is
incorrect and will inform Customer of any such change. Customer
may appeal any such reclassification to Google's technical
support service personnel as provided in the GWS Site.
D. Procedures for
Acknowledgement and Request Resolution. When making a
Request, Customer will provide requested diagnostic information
including, but not limited to:
Customer's product domain name or
names, or other Google product identifiers such as API keys and
Client ID strings;
Customer's software version,
serial, and/or order numbers, when available;
Customer's machine, network,
and/or hardware specifications and configuration, when relevant;
Description of the issue,
including any error messages and
Description of Customer's efforts
to resolve the issue (see Section B above) prior to contacting
Customer Contact commits to further
communication via email or telephone to answer questions and
assist Google support personnel as needed. If Customer does not
provide timely communication the Request will be considered
Requests. If Google deems a Request to be a Feature
Request, Google will log such Request for consideration and will
consider the Request resolved. Google is under no obligation to
respond to or enact any Feature Request or to include any such
Feature Request in any future update or release.
F. Custom Implementations
and Errors in Data. Google reserves the sole right to
determine whether to respond to Requests regarding: (i) general
or custom implementations that do not adhere to the documented
and supported Product and Service configurations; (ii)
underlying errors in data; and (iii) cases where user account
data or address locations are incorrect or missing.
Acknowledgement. Google may respond to a Request by
acknowledging the Request's receipt. Customer agrees that Google
may be unable to provide answers to, or resolve, all Requests.
H. Supported Product
Version. Unless otherwise specified in writing by
Google, (i) Google will support the current and one immediately
previous official version of the Products and Services, and (ii)
Google will only support the most recent official version of
these products for Android and other mobile software. Where
applicable, Customer's hardware must meet all system
requirements for the Product and Services as documented.