Apigee Support Services Guide

The Google Cloud Platform Technical Support Services Guidelines at the following url: https://cloud.google.com/terms/tssg (the "Guidelines") describe how Google will offer TSS (as defined below) to Customer for Apigee and Apigee Edge (collectively “Apigee” for the purposes of this Guide), except as outlined in this Apigee Support Services Guide (the "Guide"), which is incorporated into the Guidelines. Capitalized terms used but not defined in this Guide have the meanings given to them in the Guidelines.

GENERAL SUPPORT SERVICES TERMS

1. Language Support

(a) Google will provide all support under this Guide in the English language in principle.

(b) Japanese Language Support is currently limited to weekdays 9:00 to 17:00 (“Japan Business Hours”). Outside of the Japan Business hours, Support will be provided in English.

2. Collaborative Support

Collaborative Support is not available for Apigee.

3. Definitions

3.1 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 the Google Support Tool.

3.2 TSS

TSS means the technical support services provided by Google to Customer under the then-current Guidelines, as amended by this Guide.

4. Additional Terms

Google will provide Standard, Enhanced Premium, or Comprehensive Support (as applicable) to Customer for the Apigee as detailed below:

4.1 STANDARD SUPPORT

4.1.1 Enrollment and Payment

If Customer is a Google Cloud Standard Support customer, Customer’s purchased support package will automatically include Apigee as a component of Customer’s support fees. This aggregate fee for Standard Support will be charged as part of the variable fee calculation applicable to Customer’s Standard Support Services.

4.1.2 Target Initial Response Times for Standard Support

Priority	Target Initial Response Times during the Hours of Operation
P1	N/A
P2	4 hours
P3	24 hours
P4	24 hours

4.2 ENHANCED SUPPORT

4.2.1 Enrollment and Payment

If Customer is a Google Cloud Enhanced Support customer, Customer’s purchased support package will automatically include Apigee as a component of Customer’s support fees. The aggregate fee for Enhanced Support will be charged as part of the variable fee calculation applicable to Customer’s Enhanced Support Services.

4.2.2 Target Initial Response Times for Enhanced Support.

Priority	Target Initial Response Times
P1	1 hour
P2	4 hours*
P3	24 hours*
P4	24 hours*

*during the Hours of Operation

4.2.3 Value Add Services

Assured Support, Planned Event Support and Sovereign Controls by Partners is not available for Apigee. Technical Account Advisor Service is only available in English.

4.3 PREMIUM SUPPORT SERVICES

4.3.1 Enrollment and Payment

If Customer is a Google Cloud Premium Support customer, Customer’s purchased support package will automatically include Apigee as a component of Customer’s support fees. The aggregate fee for Premium Support will be charged as part of the variable fee calculation applicable to Customer’s Premium Support Services.

4.3.2 Target Initial Response Times for Premium Support.

Priority	Target Initial Response Times
P1	15 minutes
P2	2 hours*
P3	24 hours*
P4	24 hours*

*during the Hours of Operation

4.3.3 Value Add Services

Assured Support, Mission Critical Support, Planned Event Support and Sovereign Controls by Partners is not available for Apigee.

4.4. COMPREHENSIVE SUPPORT

Google will provide Comprehensive Support as described at https://cloud.google.com/terms/tssg/comprehensive

Previous versions (TERAKHIR DIUBAH 26 Oktober 2023)

13 September 202314 November 2022