8.1 24 x 7
24 x 7 means twenty-four hours a day, seven days a week.
8.2 Business Day
Business Day means any day during the Hours of Operation.
8.3 Business Hours
When setting up their Support access, Customers will need to
choose their Preferred Time Zone for Support. There are four
(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 Friday.
(d) Business Hours in US West means
08:00 Denver to 17:00 San Francisco on Monday to Friday.
8.4 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 support.
8.5 Enterprise Business Critical Support
Enterprise Support means the technical support offering
described in Section 5.
8.6 Feature Request
Feature Request means a Request to incorporate a new feature or
enhance an existing feature of the Services that is currently
not available as part of the existing Services.
8.7 Google Support Personnel
Google Support Personnel means the Google representatives
responsible for handling Requests.
8.8 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
Apigee 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 Services.
P1 means production API runtime traffic severely impacted.
- 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 unaffected.
- 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
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 Services.
8.17 Support Data
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
service, and the details provided to Google about the specific