Google Distributed Cloud air gapped: Technical Support Services Guidelines

1. Enrollment and Payment. Customer will purchase and maintain Google Cloud Platform Premium Support Services for Product support needs from Google during the Subscription Term. If Customer has complied with its obligations under these Guidelines, then upon Customer’s purchase of Premium Support Services, Google will automatically include the Products under Customer’s Premium Support entitlement and add the Product as a component of the Premium Support fee. For clarity, Google’s provision of Premium Support for the Products is subject to these Guidelines, and Google’s provision of Premium Support for Google Cloud Platform Services is subject to the Google Cloud Platform Technical Support Services Guidelines available at https://cloud.google.com/terms/tssg. The incremental fee for the Products will be charged as part of the variable fee calculation applicable to Customer’s Premium Support.

2. Overview. Google will provide technical assistance to Customer for the Products, as well as update/upgrade releases for the Products. Unless otherwise noted in the Order Form and subject to Section 1 (Enrollment and Payment) above, Google will provide TSS (as specified below) during the Subscription Term. 

3. Support Request Submission.

3.1 Customer Efforts to Fix Errors. 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.  

3.2 Characterization of Requests. Customer designates P1-P4 priority upon submission of Requests. Google will review Customer's priority designation and may change designations (a) that Google believes are incorrect or (b) where Customer fails to maintain continuous availability, as described in Section 3.3 (Procedures for Acknowledgement and Resolution of Requests) through the resolution of a Request. Any such determination made by Google is final and binding on Customer. Any reclassification by Google of the Priority designation pursuant to subsection (b) will be reversed once Customer resumes continuous availability with Google in accordance with Section 3.3 (Procedures for Acknowledgement and Resolution of Requests).

3.3 Procedures for Acknowledgement and Resolution of Requests. 

3.3.1 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. In the case of P1 Requests, Customer must maintain continuous availability until resolution of such Requests. Customer will exclude any Customer Data or other Customer confidential information from Requests. Customer will obtain any consent(s) and issue any notice(s) (including to the applicable End User(s)) as may be required to allow Customer to share such information with relevant Google Support Personnel to the extent described in this Section 3.3. 

3.3.2 Customer will cooperate with Google and make arrangements as necessary to enable Google and Google-designated individuals access to the Products if such access is required in furtherance of Google providing technical support to Customer, including but not limited to emergency repairs of Hardware. For clarity, any access to Customer Data is controlled by Customer.

3.4 Survey. Upon resolution of a Request, Customer may receive an optional survey to provide feedback to Google on the support Request experience.

3.5 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.

3.6 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.

3.7 Exclusions. Google has no TSS obligations relating to: (a) Customer’s own services or products; or (b) third party products or services that are not provided by or on behalf of Google (including any Customer commercial product or service offering that integrates with the Products).

4. Accessing Support.

4.1 Setting Designated Contacts. Customer-designated support admins may add Designated Contacts to its Account. 

4.2 Support Hours and Target Initial Response Times. Google will process Requests in accordance with the applicable target initial response times. Any Requests received outside of the Hours of Operation will be logged and processed during the next Business Day.

4.3 Compliance with Applicable Law. Google will not provide TSS if prohibited from doing so by applicable law. 

5. Language Support. All support provided by Google pursuant to these Guidelines will be provided in the English language. 

6. Target Initial Response Times.

* During the Hours of Operation

7. Additional Definitions.

7.1 "Application" has the meaning given in the Agreement or, if not such meaning is given, has the meaning given to “Customer Application” in the Agreement.

7.2 "Business Day" means any day during the Hours of Operation.

7.3 "Customer Data" has the meaning given in the Agreement or, where these Guidelines apply between Google and a Partner, means “Partner Data”.

7.4 "Designated Contacts" means administrators or technical employees designated by Customer who are allowed to contact Google for technical support.

7.5 "Feature Request" means a Request by a Designated Contact to incorporate a new feature or enhance an existing feature of the Products that is currently not available as part of the existing Products.

7.6 “Google Cloud Platform Premium Support Services” or “Premium Support” means the premium support offering described at https://cloud.google.com/terms/tssg.  

7.7 “Google Cloud Platform Services” means the services listed at https://cloud.google.com/terms/services.

7.8 "Google Support Personnel" means the Google representatives responsible for handling Requests.

7.9 "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.

7.10 "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 Support Tool.

7.11 "Maintenance" means maintenance work that is performed on hardware or software delivering the Services.

7.12 "P1" means Critical Impact – Service Unusable in Production.

7.13 "P2" means High Impact – Service Use Severely Impaired.

7.14 "P3" means Medium Impact – Service Use Partially Impaired.

7.15 "P4" means Low Impact – Service Fully Usable.

7.16 "Priority" means P0, 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.

7.17 "Request" means a request from a Designated Contact to Google Support Personnel for technical support to resolve a question or problem report regarding the Products.