1. Generally. As part of Customer's purchase
of Google Maps Platform Services, Google will provide
Standard Support to Customer. Customer may order
additional Technical Support Services (“TSS”) for an
2. Support Request Submission.
Customer Efforts to Fix Issues. Prior to making a
Request to Google, Customer will use reasonable efforts to
fix any error, bug, malfunction or network connectivity
defect without escalation to Google. Thereafter, Customer
may submit a Request for TSS.
Characterization of Requests. Customer designates
P1-P4 priority upon submission of Requests. Google will
review Customer's priority designation and may reclassify
designations that Google believes are incorrect. Any such
determination made by Google is final and binding on
Procedures for Acknowledgement and Request Resolution.
When making a Request, Customer will provide all requested
diagnostic information and assist Google Support Personnel
as may be required to resolve a Request. Customer must
provide up-to-date contact information (i.e., phone or
email) to assist with data gathering, testing, and
applying resolutions. Upon resolution of a Request,
Customer may receive an optional survey to provide
feedback to Google on the support Request experience.
Request Acknowledgement. Google may respond to a
Request by acknowledging receipt of the Request. Customer
acknowledges and understands that Google may be unable to
provide answers to, or resolve all Requests.
2.5. Feature Requests.
If Google deems a Request to be a Feature Request, Google
will log such Request for consideration to add to a future
update or release of the Services and will consider the
matter closed. Google is under no obligation to respond to
or resolve any Feature Request or to include any such
Feature Request in any future update or release.
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.
2.7. Errors in Data.
Google will use commercially reasonable efforts to update
its Maps Content as requested by Customers.
Pre-General Availability Offerings. Google has no
obligation to provide TSS for
Offerings, but will consider Requests relating to
Pre-General Availability Offerings on a case-by-case
3. Accessing Support.
Setting Designated Contacts. Customer-designated
support admins may add Designated Contacts to its Account.
Accessing Google Support. Requests must be
submitted to Google via the Google Support Tool.
Information about contacting Google Support is available
Support Hours and Target Initial Response Times.
Google will process Requests during the Hours of Operation
and in accordance with the applicable target initial
response times for each support level, unless otherwise
indicated in these Guidelines. Any Requests received
outside of the Hours of Operation will be logged and
processed during the next Business Day.
Compliance with Applicable Law. Google will not
provide TSS if prohibited from doing so by applicable law.
4. Language Support. All support provided by
Google pursuant to these Guidelines will be provided in
the English language.
5. Resold Customer. A customer (a “Resold
Customer”) of a Google-authorized unaffiliated Google Maps
Platform reseller (a “Reseller”) may purchase
Google-supplied technical support services that are
approved and enabled for resale through the Reseller
(“Resold TSS”), provided that:
5.1. the prices and fees for
Resold TSS, and the terms applicable to Resold Customer’s
use of Resold TSS, are agreed as between Resold Customer
and the Reseller;
5.2. any payment for Resold
TSS is made directly to Reseller under Resold Customer’s
applicable agreement with the Reseller; and
5.3. Google will not provide
Resold Customer any billing inquiry support on the
6. 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
7. Additional Definitions. For the purpose of
these TSS Guidelines, the capitalized terms below will
have the following meanings:
7.1. "Business Day"
means any day during the Hours of Operation.
"Customer End User" has the meaning given in the
Agreement or, if no such meaning is given, has the meaning
given to “End Users” in the Agreement.
"Designated Contacts" means administrators or
technical employees designated by Customer of Reseller who
are allowed to contact Google for technical support.
7.4. "Feature Request"
means a Request by a Designated Contact to incorporate a
new feature or enhance an existing feature of the Services
that is currently not available as part of the existing
"Google Support Tool" means the Admin Console or a
support tool located at a URL (as may be updated from time
to time) provided by Google.
"Google Support Personnel" means the Google
representatives responsible for handling Requests.
"Hours of Operation" means 17:00 on Sunday to 17:00
on Friday (Pacific Time Zone), except for holidays in
local time for each region documented in the Google
means maintenance work that is performed on hardware or
software delivering the Services.
7.9. "Priority" means
P1, P2, P3, or P4 depending on the level of impact a
Request is having on Customer's operations and is used to
establish initial target response times.
7.10. "P1" means
Critical Impact - Service Unusable in Production.
7.11. "P2" means High
Impact - Service Severely Impaired.
7.12. "P3" means
Medium Impact - Service Partially Impaired.
7.13. "P4" means Low
Impact - Service Fully Usable.
7.14. "Support Data"
means account details and the information that Customer
provides to Google for the purpose of obtaining TSS under
these Guidelines, including requests for support and the
details provided to Google about the specific support
7.15. "Request" means
a request from a Designated Contact to Google Support
Personnel for technical support to address a question or
problem regarding the Services.