9.1 24 x 7
24 x 7 means twenty-four hours a day, seven days a week.
9.2 Business Day
Business Day means any day during the Hours of Operation.
9.3 Business Hours
When setting up their Support access, Customers will need
to choose their Preferred Time Zone for Support. There are
(a) Business Hours in APAC
means 08:00 Sydney to 17:00 Bangalore on Monday to Friday.
(b) Business Hours in EMEA
means 08:00 Riyadh to 17:00 Reykjavik on Monday to Friday.
(c) Business Hours in US East
means 08:00 Sao Paulo to 17:00 Chicago on Monday to
(d) Business Hours in US West
means 08:00 Denver to 17:00 San Francisco on Monday to
9.4 Named Customer Contacts
Named Customer Contacts means individual Customer users
who are designated by Customer as primary Support contacts
and who are allowed to contact Google for technical
9.5 Enterprise Business Critical Support
Enterprise Support means the technical support offering
described in Section 5.
9.6 Feature Request
Feature Request means a Request to incorporate a new
feature or enhance an existing feature of the Service that
is currently not available as part of the existing
9.7 Google Support Personnel
Google Support Personnel means the Google representatives
responsible for handling Requests.
9.8 Hours of Operation
Hours of Operation means 08:00 on Monday to 17:00 on
Friday, except for holidays, in local time for each region
documented in Section 7.3.
Apigee Edge holidays by support location:
(a) US East and US West (12 days):
- New Year’s Day – 1 day
- Martin Luther King Day - 1 day
- Presidents Day - 1 day
- Memorial Day - 1 day
- Independence Day - 2 days
- Labor Day - 1 day
- Thanksgiving - 2 days
- Christmas Day – 2 days
- New Year’s Eve - 1 day
(b) EMEA (8 days)
- New Year’s Day - 1 day
- Good Friday - 1 day
- Easter Monday - 1 day
- May Day Bank Holiday - 1 day
- Spring Bank Holiday - 1 day
- Summer Bank Holiday - 1 day
- Christmas Day – 1 day
- Boxing Day – 1 day
(c) Asia Pac (3 days)
- New Year’s Day - 1 day
- Labour / May Day - 1 day
- Christmas – 1 day
Maintenance means maintenance work that is performed on
hardware or software delivering the Service.
P1 means production API runtime traffic severely
- You have had a substantial loss of service.
- Your business operations have been severely disrupted.
- No workaround is available.
P2 means an issue that has significant user impact but
production API runtime traffic is unaffected.
- Operations can continue in a restricted fashion.
- A project milestone is at risk.
- A temporary workaround is available.
P3 means an issue that affects non-critical product
functionality but production API runtime traffic is
- A workaround is available.
P4 means an enhancement request.
Priority means the level of impact a Request is having on
Customer's operations and is used to establish initial
target response times. Priority is established on a scale
of P1 through P4.
Request means a request from a Named Customer Contact to
Google Support Personnel for technical support to resolve
a question or problem report, or service regarding the