Last modified: May 01, 2018 | Previous Versions
These Technical Support Services Guidelines ("TSS Guidelines") apply to support services for the following Services:
- Google Maps Core Services
and are governed by the terms and conditions entered into between Google and Customer ("Agreement"). Capitalized terms not defined herein have the same meaning set forth in the applicable Agreement. If the Agreement is the Google Cloud & Google Education Partner Reseller Agreement, then "Reseller" will apply to instances of "Customer" in these TSS Guidelines.
1. Support Request Submission
1.1 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 Designated Contact may submit a written request for technical support services through the Support Site.
1.2 Characterization of Requests. Customers determine issue Severity upon Request submission. Upon receiving a Request from a Designated 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 Severity designation, if Google believes that Customer's Severity designation is incorrect, and will inform Customer of any such change. Customer may appeal any such reclassification to Google's Support Personnel as provided in the Support Site.
1.3 Procedures for Acknowledgement and Request Resolution. When making a Request, Designated Contacts will provide requested diagnostic information including, but not limited to: (i) Google product identifiers such as: project number, project ID, or billing account ID; (ii) description of the issue, including any error messages; (iii) description of Customer’s efforts to resolve the issue (see Section 1.1) prior to contacting Google; (iv) Customer's software version, serial, and/or order numbers, when available; (v) Customer’s machine, network, and/or hardware specifications and configuration, when relevant. Designated Contacts commit to further communication via email or telephone to answer questions and assist Google Support Personnel as needed. If Designated Contacts do not provide timely communication the Request will be considered resolved.
1.4 Request 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.
1.5 Feature 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.
1.6 Unsupported Implementations. Google reserves the sole right to determine whether to provide support for Requests regarding implementations that do not adhere to the documented and supported Service configurations.
1.7 Errors in Data. Google will use commercially reasonable efforts to update its Maps Content as requested by Customers.
1.8 Supported Versions. Unless otherwise specified in writing by Google, (i) Google will support the current version and one immediately previous version of the Services (designated "General Availability"), 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 Services as documented.
1.9 Support for Pre-Release Versions. Although Google has no obligation to provide support for Early Access, Alpha or Beta versions, features, or functionality of the Services, we will consider Requests at these development stages on a case-by-case basis.
2. Accessing Support
2.1 Accessing Google Support. Requests must be submitted to Google via the Support Site. Information about contacting Google Support is available at https://developers.google.com/maps/support/contact-support.
2.2 Designated Support Contacts. Google will provide second-level support to Designated Contacts only. Customer may edit the Designated Contact(s) information in the Support Site.
2.3 Support Hours. Google will process Requests during the Hours of Operation, unless otherwise indicated here. Any Requests received outside of the Hours of Operation will be logged and processed during the following Hours of Operations. Hours of Operation are subject to change by Google.
2.4 Target Initial Response Times. Google will make commercially reasonable efforts to respond to Requests during the Hours of Operation:
(a) Service Unusable First Response (S1) - 1 hour;
(b) Standard Request First Response (S2, S3, S4) - 24 hours;
(c) Feature Request First Response - 24 hours.
3. General Provisions
3.1 Maintenance. If Google expects planned Maintenance to negatively affect Services availability or functionality, Google will use commercially reasonable efforts to provide advanced notice of the Maintenance. In addition, Google may perform emergency unscheduled Maintenance at any time. If Google expects such emergency unscheduled Maintenance to negatively affect the technical support services availability or functionality, Google will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices will be provided via the Support Site.
3.2 Language Support Generally. The parties agree that all support provided by Google pursuant to this TSS Guidelines will be provided in the English language.
3.3 Compliance with Agreement. Google will provide technical support for use of the Services compliant under the governing Agreement. Google will not be obligated to provide technical support for non-compliant use of the Services.
For the purpose of these TSS Guidelines, the capitalized terms below will have the following meanings:
"Designated Contacts" means administrators or technical employees designated by Customer who are allowed to contact Google for technical support services.
"Feature Request" means a Request to incorporate a new feature or enhance an existing feature of the Services that is currently not available.
"Google Support Personnel" means the Google representatives responsible for handling technical support requests.
"Hours of Operation" are the hours between 17:00 on Sunday (Pacific Time Zone) and 17:00 on Friday (Pacific Time Zone), excluding regional holidays as documented in the Support Site.
"Maintenance" means maintenance work that is performed on hardware, software or other technical infrastructure delivering the Products and Services.
"Severity" means the level of impact a Request is having on Customer’s operations and is used to establish target response times.
"S1" means Critical Impact - Service Unusable in Production. Critical service issue affecting all users. Service unavailable or unusable with no workaround.
"S2" means High Impact - Service Severely Impaired. This issue is critically impacting a single user or a subset of users. Service does not work as expected, with no feasible workaround.
"S3" means Medium Impact - Service Partially Impaired. Service does not work as expected but a workaround is available.
"S4" means Low Impact - Service Fully Usable. Service does not work as desired, but functions (a workaround is not necessary).
"Request" means a request from a Designated Contact to Google Support Personnel for technical support to address a question or problem regarding the Services.
"Service Unusable" is any situation where Customer, adhering to published technical guidelines for and documented correct usage of the Products and Services, is unable to access or use the Products and Services for the majority of its end users for a period of time greater than fifteen (15) minutes.
"Standard Request" means a Request made by Customer to Google that is not a Service Unusable Request or Feature Request.
"Support Site" means the Support Portal listed at https://developers.google.com/maps/support/contact-support (or such other URL that may be provided by Google).
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